Here are some questions that I have attempted to anticipate or that my clients have asked me:
Why are you focusing on small businesses?
Medium to large businesses and enterprises can usually afford internal IT staff and/or a managed service provider. Small businesses typically cannot which leaves them to try doing IT themselves or find a techie to help. I want to give them professional help which is what they really need.
Why did you leave your "regular" job?
It's a long story, but the gist is that the company I worked for was bought by the third largest MSP conglomerate in the nation. Things began to change overnight, some of which was good (though the timelines were never good) and some of which was regressive. After about a year of this, I decided it wasn't for me and gave our IT Manager six months notice which concluded shortly before Christmas in 2023.
Why don't you require a retainer fee?
I choose my clients, and they choose me. We choose a symbiotic relationship, that is we choose to help each other. A retainer fee just isn't necessary.
Why don't you offer monthly service packages?
My focus is helping the small businesses that can't afford a managed service provider, don't like the idea of a monthly commitment, or want to have more control over their IT choices.
Can you give me some examples of why I could use your services?
Sure! Here are five examples:
1. You have data that, if encrypted by ransomware and/or exfiltrated by a hacker, would pose a significant loss to your company.
2. You have backups of your data, but you don't get notifications of success/failure, don't proactively test your backups yearly (at least), and/or aren't really sure what risks they don’t protect against.
3. You have computers that access the Internet, but you have no idea what safety measures are in place that would prevent your employees from clicking on something dangerous that would significantly disrupt your business.
4. You have computer hardware, such as desktops, laptops, routers, switches, wifi access points, and servers that are aging out, and you wish you knew someone highly experienced who can compile a prioritized replacement roadmap for you to budget and spread out.
5. You wish you knew someone with the knowledge, experience, and wisdom to handle all your IT needs, someone who can explain things without requiring you know “geekspeak”, and someone who charges what he believes is morally right, not what he can "get away with."
What are some example scenarios of your hourly rates and charges?
While the following scenarios are purely hypothetical, and you should keep that in mind, they are based on almost a decade of experience.
Since all of my work could be done non-invasively during business hours, the rate was $75. Since you assisted me with remote access to the computer and systems, no onsite service charge applied. Total bill: $75 (1 hour x $75)
Since all of my work could be done non-invasively during business hours, the rate was $75. Since you were too busy to be involved in any way, I came onsite to connect to the network with my laptop and run the necessary scans and perform the audit; the $40 onsite service charge applied. I used audit software to gather most of the information. Then I scoured the network both through the computer and physically assessing the hardware to fill in the gaps. I also logged into devices to assess firmware versions, age, and configuration. I ran scans against the network from the outside to identify ports and services open. I reviewed your backup solution, including how it was configured and what kind of risk factors it would protect against. Just in case I needed anything else, I decided to compile my report while onsite. During this time, I had to take a critical assistance call from another client which lasted about 1.5 hours. Once the report was done, I emailed it to you to review and get back to me when we could have a call to discuss. Total bill: $452.50 ((7 hours - 1.5 hours) x $75 + $40 onsite service charge)
Since you requested critical assistance, I informed my other client of the situation. While not thrilled to take a backseat, they understood and would feel the same way you did. They also agreed to receive service according to the terms of my Client Services Agreement and so must defer to a critical assistance request. I switched gears and immediately began to help you. First, I instructed you to disconnect the power cable from your Internet modem since we were not sure if the attack was entirely automated through an email attachment or if there was also an active intruder in the network. Then I jumped in my car and drove to your business. I patched into the network directly and began to examine the situation. We discovered that the attack was entirely automated. There was no intruder. Thankfully, only the network shares were compromised. The server operating system and all the workstations appeared to be fine. I had previously audited your backups and setup daily email notifications to you. Good backups were in place and usable, so we performed a selective restore from the previous night's backup, i.e. restored only the data that had been encrypted. You were operational within 2 hours and 27 minutes. Total bill: $623.75 ($400 critical assistance charge + 2 hours x $75 + 27/60 hours x $75 + $40 onsite service charge)
You authorized the vendor to work directly with me. The vendor explained to me that all but one hour of the work is non-invasive. That is, we could pre-stage everything but would need about 1 hour to cut over, which would need to take place after hours to avoid disrupting business. It was also recommended that I be onsite in case anything went wrong. The vendor asked me to create a new virtual server and provided the specs required. I provisioned the virtual server, updated the operating system, configured a static IP address, and installed your security software. Then I installed the vendor's remote access software so they could take over. A few days later, they had finished the staging work. We discussed cut-over, and it was revealed that they would need the "fat client" upgraded on 20 desktops (no laptops involved). I did some research and found a way to perform an in-place update of the software in an automated fashion through your Active Directory and Group Policy environment. I was able to get this pre-staged and ready to go before the cut-over. We decided that the cut-over would be Saturday morning. I came onsite as planned and got on the phone with the vendor. I triggered the automatic update of the "fat client" and monitored the progress while the vendor performed the server software cut-over. I audited the workstations to confirm all had upgraded. You had provided test creds, so we were able to login to the software on a few random computers and verify that everything was fine. We encountered only a few workstations that didn't update automatically and which I had to update manually. Here's how my time was assessed: 3 hours for working with the vendor and creating the new virtual server; 1 hour 17 min for creating the automation that would update the software; 1 hour 47 min onsite (it took a little longer than we expected). Total bill: $628.75 (3 hours x $75 + 1 hour x $75 + 17/60 x $75 + 1 hour x $150 + 47/60 x $150 + $40 onsite service charge)
Backup failures are often transient, so it’s not usually necessary to respond after the first failure. But 2-3 consecutive failures, or even intermittent failures, are symptomatic of a persistent, underlying problem that needs to be investigated and remediated. Once you confirmed consecutive failures, you submitted this service request to me. I was able to follow up with you the same day, and you assisted with remote access to your server. I quickly discovered that the repository, a Synology Network Attached Storage device, was offline. I walked you through first attempting a power up, which didn't work, then checking the power connection which was connected to a power strip that was dead. You swapped that out, and the storage device came online. You then verified the next day that the backups were fine. Total bill: $75 (1 hour x $75)
How do you bill for services?
After service rendered. Payment is due within 7 business days.
How do you bill for materials (i.e. physical hardware such as parts, computers, servers, routers, switches etc)?
For orders over $500, payment is due before I place the order. For all others, payment is due within 7 business days.
How do you provide service?
I can help remotely over the phone and through ad-hoc remote access connection. I can also come onsite. Since my service rate is the same either way, I reserve the right to decide which method will be most efficient in meeting the need.
Will you have unattended access to my environment?
No. For liability reasons, I choose not to have this level of access. This means that I will need your help getting access to the environment, whether onsite or remotely.
Do you scope projects?
Yes. I create a scope of work and setup a project plan. I estimate time & materials, subject to change as the project unfolds. Communication is key, which is why the project plan includes milestones with deliverables and a lot of meetings/calls to keep on track and adjust as requirements change or complications develop. I do not quote fixed fee projects.
Do you markup materials?
Yes. I add a modest markup of 15% on cost of goods sold, which is meant to cover ordering & handling only.
Will you scope something but let me purchase the materials?
I'm assuming you mean like ascertain the need, make a professional recommendation, but let you purchase direct from the retailer/OEM. If my client uses me for the configuration/deployment of said materials, then yes--at no extra charge. Otherwise, the minimum hourly service rate and applicable charge(s) apply.
Do you require vendor support/warranties?
Though I do not require this, I do highly recommend it! I have expert level knowledge and experience in many areas of IT, but I do not have this in all areas. My service to you may be limited by a lack of vendor support which is often dependent on agreements or warranties.
What if I don't have legal rights to a software program?
I know the cost of software can often be prohibitive. What you do is your own business. However, I will not assist with any illegal use of software unless it is licensing such or migrating away from such.
Do you support open source software?
Yes! I have been a fan of quality open source projects and software for decades and use open source software extensively. In fact, this website is open source software.
Do you only recommend new materials?
Absolutely not! I will always explain the pros/cons of buying new over refurbished so that you can make a wise choice. New is not automatically the best choice for my clients. In fact, refurbished materials will often outlive new materials with a significant ROI! That said, I always recommend reliable sellers and/or refurbishers. I will never recommend anything without good reason.
Do you keep any stock on hand?
I do but only in a limited capacity due to space.
Do you provide free assessments?
Yes! Prospective clients get one free assessment which is limited to reviewing and discussing their IT needs as a whole. Assessments for my clients are exempt from the hourly service rate but are limited to reviewing a need and proposing a solution. My clients' assessments are subject to any applicable service charge. For example, if a client's assessment needs to be done onsite, then the onsite service charge of $40 applies.
Do you require that new clients sign anything?
Yes. All my clients sign a Client Service Agreement which is a simple three page business to business or business to end user contract. I do not service anyone that has not signed this document.
So do you really mean that either of us could decide to part ways at any time?
Yes. If our symbiotic relationship is no longer symbiotic, then we shouldn't have a relationship. That said, we are also adults which means we should demonstrate grace and mercy towards each other. We should be able to work through any problems we may encounter. Communication is key. If you do not understand something, it's your responsibility to let me know so that I can clarify; and vise versus. This applies most importantly to expectations which are often the root of problems in a relationship.