Every small business owner knows about the sting of unexpected costs caused by issues like IT slowdowns, outages, and downtime. But what if there was a way that those costs could be mitigated or even avoided?
According to an Orange Matter report, the average cost of an unplanned IT outage can be as high as $9,000 per minute. Time truly is money when it comes to downtime, and if your business was offline for an hour, you would stand to lose $540,000.
“There is more to understanding the true cost of IT support than just dollars and cents,” notes James Fair, Senior Security Architect for Executech. “It’s about ensuring you have a strong support system in place to help you return to work without incident.”
With so many pricing options and service models available to choose from, it becomes difficult to determine what the average cost of IT support services is. In this article, we’ll examine small business IT support pricing to help you narrow down your options and make the right choice.
Why Businesses Are Turning to Outsourced IT Support Vs. In-House Teams
Cost and complexity–those are two of the primary drivers of IT outsourcing today.
Managing an in-house IT team can be resource-intensive, requiring full-time salaries, benefits, and ongoing training. With IT salaries topping six figures on average, maintaining an IT team in-house is becoming financially prohibitive for small and large businesses alike. That’s not even counting the high turnover in IT staff because people get bored and leave.
The increasing complexity of modern IT systems—with the need to manage cybersecurity, cloud computing, data analytics, and more—often demands specialized expertise that an in-house team might not possess. This growing complexity makes it challenging for small to medium-sized businesses to maintain an up-to-date and versatile in-house IT department.
Managed IT services offer a more scalable solution, allowing businesses to pay for only the services they need when they need them. This flexibility can translate to significant cost savings, especially for small businesses operating on tighter budgets.
A Market On the Move
The IT support services market is on the move, and primed for long-term growth. In 2022, the global professional services market was valued at $821.58 billion, and is expected to grow at a compound annual growth rate (CAGR) of 9.1% from 2023 to 2030.
One of the main reasons for this growth is the shift in customer demand for elements such as customized pricing and an improved customer service experience. In addition, the COVID-19 pandemic forced the industry to work remotely and adjust their business strategies accordingly.
Source: Grand View Research
Factors Influencing the Cost of IT Support
Scope of Services
Whether you’re looking for on-site or remote support, the services you require will directly influence the price. Ask yourself the following question: do you need someone available 24/7, or just during regular business hours?
Expertise and Experience
The average cost of IT support services can vary based on the provider’s expertise. Specialized support often comes at a premium, but the peace of mind and quality of service can be worth the investment.
Size and Complexity of Your IT Infrastructure
From the number of devices and servers to specialized software needs, the complexity of your IT setup can significantly influence your IT support costs.
Understanding IT Support Pricing Models
Comparison Table: IT Support Pricing Models
| Pricing Model | Pros | Cons | Best For |
| Per Hour / Incident | Pay only when you need it | Can become expensive for frequent issues | Businesses with occasional IT support needs |
| Monthly Retainer | Predictable costs | Can be expensive if your needs are greater than anticipated in a given month | Businesses with regular IT needs |
| Managed IT Services | Comprehensive support | May require a longer commitment than other contracts | Businesses needing round-the-clock support |
Now that you understand the factors that influence IT support pricing, let’s take a look at some of the different pricing models used by IT support service providers.
Per Hour or Per Incident
This model is often referred to as break-fix. You only pay when you need support, making it a cost-effective option for some. However, the average cost for IT support per hour can be higher in this model than in a retainer or managed service agreement.
Break-fix tends to be a one-time cost, usually ranging from $120 to $300 per hour, and is subject to the availability of the provider.
Monthly or Annual Retainers
With this pricing model, you pay a monthly fee for a set number of hours or incidents. It provides you with predictability, ensuring that they know what you’ll expect to pay each month.
On average, monthly retainers start at around $1,500 per month and generally cover around 8-10 hours of support per business. The hourly rate is generally between $125 to $250, depending on your provider’s qualifications and the complexity of your IT environment.
Managed IT Services
This is a comprehensive model where you pay a flat fee for all of your IT needs. It often includes remote monitoring, disaster recovery, and proactive maintenance, ensuring your tech support is always a step ahead.
Managed services tend to bill per user, device, or server with rates ranging from $75 to $200 for businesses with less than 100 users. Companies that have 100 or more users can expect rates of $50 and $180.
Additional Costs to Be Aware Of
In addition to charging for support services, your provider may be some additional costs you should consider:
Training and Onboarding
Integrating a new support team into your operations can come with its own costs, both in time and resources.
Specialized Tools or Software
While some tools might be included in your service package, others might come at an additional cost, especially if multiple licenses are required. Always clarify this with your provider.
The ROI of Investing in Quality IT Support
Consider the potential costs of not having adequate IT support. From lost sales due to website outages to the immeasurable cost of data breaches, skimping on IT can be a costly mistake.
Investing in quality tech support not only ensures smooth day-to-day business operations but also prepares you for any unforeseen challenges.
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Lower Your IT Support Costs By Partnering With Executech
Understanding the average cost of IT support for small business is crucial for budgeting and ensuring you’re getting the best value for your money. As the digital landscape continues its evolution, having access to reliable IT support is no longer a luxury but a necessity.
If you’re looking for reliable outsourced IT support, we can help. Executech is a leading IT support provider, offering tailored solutions for businesses of all sizes.
Trusted by more than 689 businesses, our IT support services are backed by a 15-minute average response time and a 98% customer satisfaction rating.
Stop losing valuable time, money, resources, and productivity to recurring IT issues. Contact us today for more information about our IT support pricing and to schedule a consultation.
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