shieldedge.com

  • Increase font size
  • Default font size
  • Decrease font size

Service Plans

Problem + Value to Resolve = Solution that Fits

 

BASIC Rates & Rules for Billing:

QuestionMark & Answers
Basic Hourly Rate? $125 This is billed in 1/2 hour increments.
When do we start charging? We have a grace period of 6 minutes per issue. If you call us and we can get you on a path to fix your problem in six minutes or less without remoting into your computers, there is no charge.

We start charging from the time we start dedicating ourselves to the resolution of your problem.

What are your Minimums? On-Site: One Hour

Remote or Phone Support: 1/2 hour.

Do you charge for the time it takes to travel here? We do, but not to exceed 1 hour within the Louisville Metro or Southern Indiana Area
Do you have after-hours support We do, but clients that require us to work after hours will be charged 1.5x their normal rate on weekdays, and 2x the normal rate on the weekends or holidays. This is meant to discourage abuse of the flexibility that we can afford and make sure that our families get some attention too.
If I have to call someone else for support do I still charge for my time? Yes. While my time is dedicated to your task, I bill for my time. If I have to escalate the call to another support source (Microsoft, Seagate, Symantec, etc.), I still bill for my time because it is dedicated to solving your problem. If I have to bring in paid support (Microsoft, etc.) I will have my client purchase the support ticket. In this case, my client is paying for me to interface with these support services. While my clients are perfectly capable of using a phone, the value is that I can interpret and communicate with the support call in a manner that should expedite the resolution of the problem.
Why do we charge this way? Unlike most businesses where you get a paycheck at the end of a workweek and it's always the same, my business relies on a very uneven paycheck. While I am not billing for most of my workday, I am working, but just unable to bill for the time. The reason I use minimums and charge for what seem to be small things sometimes is that I need to be able to have enough money to keep working for my clients even when I am working doing research and trying to keep up with technology so that I can better serve them. Even though I am charging for my time, my clients are actually paying for my availability and my ability to serve them in an educated and professional manner.



Shield Edge

 

Our whole business is built around trying to be innovative in the ways we help our clients solve their challenges. We don't see why our services and pricing should be any exception to that.

 

We would like to turn the relationship with our clients from one where we get paid for fixing what is broken, to one where we get paid to keep things working. In other words, we want to be preventative and keep our client's productivity higher than just "fixing it fast". To this end, we have come up with two different models that can ease our customers into a more proactive approach to IT.

 

The Scheduled Maintenance Plan: Maintenance on a budget

The Managed Services Plans: IT Staff without the Employee

Please call us to inquire further.