Asset inventory
The number and type of servers, switches, firewalls, access points and workstations, with the generation and support status of each. Every estimate is built on that list.
Managed IT
IT support pricing and how network support costs are worked out
Almost every enquiry starts with the same question: what does IT support cost? No figure means much before someone has seen how many servers and users you have, which hours need covering and what you expect when something breaks. This page sets out the cost factors, the contract models and the items usually billed separately, so you can read any proposal, ours included, with clear eyes.
Tools & technology
pricing
- Windows Server
- Active Directory
- MikroTik
- VMware vSphere
- Zabbix
- Veeam Backup
- GLPI
- Ubuntu Server
6work areas
5deliverables
4steps
What is IT Support Pricing?
IT support pricing is the way the cost of a network and server support contract is worked out from its scope, rather than a single figure that fits every company. It suits companies that want to understand a quote before they call, that hold several proposals built on different structures, or that need a basis for next year's IT budget. The main factors are the number of users and servers, the age and variety of the equipment, coverage hours, the SLA level and the balance between remote and on-site work. PikoSystem takes an asset inventory and a picture of request volume before quoting anything, recommends a contract model from hourly, monthly or per project, and lists exclusions such as parts and licenses separately. You receive a written proposal with the scope, the model and a firm figure.
When you need IT Support Pricing
- We cannot tell why every company quotes a different figure.
- We have three proposals and none of them cover the same things.
- IT invoices arrive from several places and nobody adds them up.
- We have to budget for IT next year with nothing to base it on.
What IT Support Pricing includes
Users and branches
How many people raise requests, how many offices there are and how far apart they sit. Travel and any need for an on-site engineer follow from this.
Coverage hours
Office hours only, or evenings, weekends and public holidays as well. Every extra hour of coverage means someone on call and shows up in the estimate.
SLA level and priorities
Response and resolution targets for each priority level. A tighter commitment needs more capacity held ready and moves the figure directly.
Remote to on-site ratio
A fixed monthly visit or an engineer only when needed. The number of visits and the city you work in are written into the estimate.
Initial infrastructure work
Cleaning up the current state, documenting it and setting up backups or monitoring. This part is usually estimated separately from the monthly figure.
What you get from IT Support Pricing
- A written proposal with the scope and a firm figure
- The list of covered assets the estimate is built on
- A table of what is inside the contract and what is billed separately
- A recommended contract model with the reasoning behind it
- The terms for revising the figure if user or branch numbers change
IT Support Pricing: a practical guide
What drives the cost of network support?
User count is not the only factor. A network whose switches, firewalls and servers come from several brands and generations takes longer for every small change. Systems past vendor support, such as Windows Server 2012 R2, raise both the risk and the handling time.
The second factor is the current state. If backups were never configured and nothing is documented, the first months carry heavier work. We estimate that separately, so the monthly figure reflects a stable environment.
The third is the size of the commitment: coverage hours, response and resolution targets per priority level, and the number of fixed on-site visits.
Hourly, monthly or per project?
An hourly agreement suits a company with an in-house IT person who occasionally needs specialist help. Settle the hour cap and how time is rounded before signing, for example how a 10 minute call is counted.
A monthly contract with a defined scope gives a predictable figure and shifts the provider's incentive from more hours to fewer failures. Companies whose staff depend on the systems daily usually land here.
A per-project model fits work with a clear start and end, such as a mail server setup or a virtualization migration. The estimate follows the deliverable rather than the clock.
What is usually billed separately
Hardware parts such as disks, memory and power supplies sit outside a support contract and are invoiced separately. Licensing works the same way: Windows Server and its CALs, antivirus and backup software change with core or user counts.
Applications with their own vendor support, accounting and ERP in particular, are usually not part of an IT contract. Our part is the user's machine, network connectivity and database access.
Larger projects such as an office move, new cabling or replacing a virtualization platform are estimated on their own. Ask for a clear in-scope and out-of-scope list before you sign.
How to compare proposals
Final figures mean nothing until the scopes line up. Check what each proposal covers: servers, switches and firewall, backups and users, or only part of that. A contract that commits to a response time but not a resolution time says nothing about how long an outage lasts.
A few test questions help: how many on-site visits per month, what rate applies to out-of-scope work, and how the figure changes if user numbers grow.
Look at the ownership clause at proposal stage too. Passwords, admin accounts and network documentation belong to you and must be handed over in full at the end.
How IT Support Pricing works
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01
First questions
We ask about user, server and branch numbers, the business applications you run and the problems you have now, so we know what needs looking at.
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02
Infrastructure review
On site or remotely, we build the asset list and get a picture of request volume. This first review is free.
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03
Written proposal
Scope, contract model, response tiers and the figure go into one document, with anything outside the contract listed separately.
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04
Review and signature
We go through the proposal with you and adjust it. The terms for revising the figure later are written into the contract as well.
IT Support Pricing: frequently asked questions
How much does IT support cost?
There is no figure that is right for every company, which is why we do not publish a price list. What builds the number is the count of users and servers, coverage hours, the SLA level and how many on-site visits you need. After a short review we send a written proposal with a firm figure and how long it stands.
How is network support cost calculated?
It is calculated from the scope: the covered asset list, how many people raise requests, coverage hours and the balance of remote and on-site work. A monthly contract rolls those into one fixed figure, while an hourly agreement bills the time spent. Items outside the scope, such as parts and licenses, are quoted separately.
Is MikroTik support priced separately?
If your MikroTik routers and switches are on the contract's asset list, configuration, updates and troubleshooting are covered by the same support agreement. An initial setup or a redesign of the MikroTik network is project work and is estimated on its own.
What do you need from us to prepare a quote?
User numbers, the count and type of servers, network equipment, how many branches you have and your working hours are enough to start. An equipment list or a previous contract makes it faster. The rest is picked up during the initial review.
Related searches
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Tell us what you need, we'll come back with a plan and a price
A few lines on where things stand and what you want is enough. An engineer calls you back, not a sales rep.
- 01We read your request and call if anything is unclear.
- 02If needed, we do a quick remote review or a site visit.
- 03You get a written proposal with scope, timeline and cost.