[Hidden-tech] What to charge for emergency support ?

[Florence I.T.]

Edbride-PR wrote:

>Charge for wearing beeper? I don't think so, anymore than you'd charge for
>keeping a cellphone nearby. You're charging for your time, the beeper just
>makes it easier for the client to find you.
>
>  
>
This approach is fine if you don't put too much weight on IF you can 
respond. I offer similiar currently (No guaranteed off hours support, 
but if you catch me and I come in, it's 150% normal rates). And that's 
not higher only because I value the good relationships I have with 
existing clients. Expecting a highly skilled professional to respond to 
you immediately 24 hours a day is a LOT to ask, and should be expensive 
that's all I can say. We did this for a client a few years ago, I forget 
what the charge was but I was essentially in the same boat, it ended up 
being a good bit. It was also different work: network support. The 
bottom line sounds similiar in some ways: are they losing money if the 
system is down? How much per hour? (how many employees are left standing 
around, how many orders not fullfilled, etc etc.. )
Dell charges about $400 a pc for the year for same day response. that's 
just a pc. I'm sorry I can't give you actual numbers but I felt 
compelled to urge you to charge well for yourself if you provide a 
valuable, skilled and reliable service (unlike the hire a tech some 
large corporation sends out on one of their warranties).
at the very very least charge well over your standard rate for work 
performed off hours.I think of it as being the employee, how often will 
you get an employee to be oncall 24/7 for no extra compensation? i 
wouldn't feel right sticking that on an employee without some good 
compensation. Just my 2 cents, good luck I'm sure others will have 
feedback.

-- 
Thanks,

Matt Lampiasi
413-303-9167
http://florenceit.net
Florence I.T., A community I.T. shop.