Re: Proactive or Reactive service?
From: Rick F (rick.REMOVE_at_rdfts.REMOVE.com)
Date: 03/19/05
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Date: Sat, 19 Mar 2005 16:46:06 -0600
I suppose that my concept of services is simpler but somewhat similar in
nature.
Monitoring monthly service
Hourly Rate
Pre-paid block of hours
I offer a monitoring/patch service for as low as $100 per month for SBS
clients. Most of my clients pre-pay for a block of hours and I just deduct
my work from it and inform them when the block is low and they usually
replenish it. If they don't purchase a block of hours then it is just by the
hour and billed for Net10. My discount is basically free hours depending how
large the block of hours. If they purchase a block and also are on the
monitoring service, then I deduct 2 hours per month.
-- Rick Faria - MCSE / A+ RDF Technical Services - www.rdfts.com Email: support at rdfts dot com "TK - M/T Box Computers" <terry@removethis.mtboxcomputers.com> wrote in message news:OmoyiKMLFHA.1916@TK2MSFTNGP12.phx.gbl... > Thanks for posting Rick. I'm not quite done with my outline yet, but it > is basically intended to get my non-service agreement clients on either a > service agreement, a retainer agreement, or just monthly service at my > normal rates. Obviously in business the primary goal is to make money. > However, my business partner and I love technology, are big SBS fans, and > firmly believe that monitoring and normal maintenance are the BEST way to > prevent system down-time and assure everything continues to run smoothly. > > In the end, I will end up with four groups of clients. In essence, they > are as follows: > > Service agreement clients: these are clients that are under a yearly > service agreement for XX hours per month at a discounted rate. These > hours cover monitoring, normal monthly maintenance, and general onsite > support (planned and unplanned). These clients are billed monthly for the > support, and are free to use the support hours as they see fit. Any > overage of hours, as well as parts and materials, are billed the beginning > of the following month. > > Retainer agreement clients: much like the service agreement clients, > except they are not bound to a yearly agreement, but much like with a > lawyer they must carry a positive balance for their retainer account. > These clients also receive a discount as well as normal maintenance. This > assures us that our services are covered. > > Call-before-service clients: these are clients that we call on a monthly > basis and notify them of work/maintenance/service that needs done (at > least that which we are aware of). The client then has the ability to > agree or defer. This is really intended for clients that realize they > need monthly maintenance but don't want to commit to anything. There is > no discount for these clients, but they still receive regular monitoring > (daily reports, etc.) that will be billed monthly. > > The remaining clients will be under no agreements or obligations, will not > receive any discounts, and will not receive monitoring. These clients > will be in 'reactive' mode only. With luck we will not have any SBS > clients in this category (this should be reserved for our residential > clients!). > > As a side note, all of the above services are based on discounted hourly > rates, but the client still pays for what they use. Therefore, I feel > okay with including the removal of spyware as the client is still paying > for this time and it would be in their best interest to prevent this > occurrence. We also do our best to train our clients on how to prevent > this from happening. > > Sorry this post is so long, but hopefully it will help others. > > -TK > M/T Box Computers > > > "Rick F" <rick.REMOVE@rdfts.REMOVE.com> wrote in message > news:eHEFAoKLFHA.732@TK2MSFTNGP12.phx.gbl... >>I personally would not include spyware cleanup as this could eat your >>lunch >> unless the prerequisite was to purchase anti-spyware software (not the >> free >> scan on-demand ones...something like CounterSpy). I have spent hours and >> hours messing with spyware all because of users that have no concern what >> they download and install (none of it ever has a business purpose). And >> sometimes having to reformat and install everything back. I think you put >> cleanup as a monthly routine, the owner is going to think, big deal about >> spyware, Terry is going to clean it up for the same cost that I am >> already >> paying him monthly. You charge him for spyware cleanup, his/her attitude >> will change in regards to what their employees on putting on the >> computers. >> What I have done, is have a seminar with all the employees AND BUSINESS >> OWNERS to educate them on spyware which surprisingly helps more than you >> think. But if a computer has spyware because of the actions of an >> irresponsible employee, that is by the hour buddy. :-) >> >> Curious, what were you planning on charging for your service contact to >> do >> this? >> >> -- >> Rick Faria - MCSE / A+ >> RDF Technical Services - www.rdfts.com >> Email: support at rdfts dot com >> >> >> "TK - M/T Box Computers" <terry@removethis.mtboxcomputers.com> wrote in >> message news:OvwsTY8KFHA.2648@TK2MSFTNGP14.phx.gbl... >>> The backup logs and test restores are good, and as you mentioned should >>> be looked at. I'm comfortable with the AV every 30 days because we have >>> Trend Micro at all of our SBS sites. Basically this is just a look to >>> make sure things are still working correctly. If virus activity were to >>> dramatically go up, we would receive an automatic email letting us know. >>> >>> Thanks for you input, and maybe with lots of input it will help all of >>> us with providing proactive service to our clients (or our own systems >>> for the business owners out there that monitor this NG). >>> >>> -TK >>> M/T Box Computers >>> >>> >>> <wedor> wrote in message news:uRKG0T8KFHA.2952@TK2MSFTNGP10.phx.gbl... >>>> How about testing the back-up by restoring random files and checking >>>> the logs. I check the back-up logs daily. >>>> >>>> I don't know that I would want to wait a month to look at some things >>>> like A-V, a lot can happen in 30 days if someone's system isn't >>>> updating properly or the server program isn't functioning correctly >>>> >>>> I do updates when they come out, waiting doesn't always seem prudent. >>>> >>>> I think proactive is superior but it is difficult to sell to some >>>> clients as they just can't or won't see the advantage. I had a client >>>> who would have accused me of wasting their money if I patched for >>>> possible problems, they had no issue with paying me for emergency calls >>>> to fix the damage when they got hit by something that could have easily >>>> been prevented. I also find it easier to prevent than to try to clean >>>> up all the little odds and ends that keep popping up later if you don't >>>> find all of the damage right away. >>>> >>>> I forget which bug it was but in the summer of 2003 I patched most of >>>> my clients against a possible bug except the one that would have >>>> accused me of wasting thier money, they were the only company affected >>>> when it hit and paid far more to fix it then than they would have if I >>>> had patched them first, they never even consider the cost of downtime >>>> for their own employees. >>>> >>>> You can lead these people to logic but you can't manke them think. >>>> >>>> "TK - M/T Box Computers" <terry@removethis.mtboxcomputers.com> wrote in >>>> message news:%23w01XF8KFHA.2796@tk2msftngp13.phx.gbl... >>>>> I'm working on a proposal for some of our SBS clients that are not >>>>> currently under a support agreement. In the proposal I want to >>>>> outline some of the things that should be done on a consistent basis >>>>> to prevent/avoid small issues becoming major issues. I was curious >>>>> how many of you simply respond to client issues as they arise, or how >>>>> many are proactively taking care of the client networks. >>>>> >>>>> Ideally I would like to outline some of the services that should be >>>>> addressed on a monthly basis. Some of the things I've listed are: >>>>> Daily review of server performance reports and usage reports >>>>> Monthly service packs/updates/security fixes on the servers and >>>>> workstations >>>>> Monthly review of the server AV console (check for patterns, updates >>>>> are okay, etc.) >>>>> Monthly checks/updates of antivirus software for all machines >>>>> Monthly checks/cleanup of spyware / malware / adware for all >>>>> workstations >>>>> Software updates and support as-needed (custom software like tax >>>>> programs, etc.) >>>>> Hardware maintenance and cleanings (every 6 months, depending on >>>>> environment) >>>>> Network security analysis (every 6 months) >>>>> Intranet & website design and updates (as requested / needed) >>>>> >>>>> Is there anything else that some of you are doing that I have not >>>>> listed? >>>>> >>>>> Thanks for your input. >>>>> >>>>> -TK >>>>> M/T Box Computers >>>>> >>>>> >>>>> >>>> >>>> >>> >>> >> >> > >
- Next message: Hollis D. Paul: "Re: Song of the Week - March 19, 2005"
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