Charging for IT work?!?!

[Guest]

Hey all,

I'm just curious if anyone is charging for IT work out there. We want to and I'm looking into getting a program setup for it but am struggling a bit. Does anyone have a IT service agreement that they use in relation to the copiers?

I'm talking about connectivity issues that revolve around the copiers such as the customer was printing just fine until they changed their router. This should be a chargeable call. Or scan to email was working just fine but now it's not and maybe they changed ISP's or someone changed a password for the email account used to setup scan to email. Again, should be chargeable.

I'm wondering if anyone is doing this currently and what kind of verbiage do you have in place for a contract as well as for those who answer the phones so they can let the customer know that it may be chargeable based on XXYY criteria?

Please help.

[mjarbar]

[Stirton.M]

Like mjarbar, we had those same kinds of issues in Calgary.

We have a connected care agreement signed by the customer on day one of the install. They have 30 days full support for the network. Most companies, we will install 5 workstations with drivers. Anything larger, we will do a server side driver install. Command workstation for fiery related installs, along with the associated programs that go with that. There is some legalese on the document to cover that portion.

Anything outside of that 30 days is subject to $90/hr service charge. Some of my peers are a little forgiving, but I am not. I stick to my guns, and usually I ensure the customer is clear on this when the initial install is done. There are many third party IT guys out there who try their hardest not to do their basic jobs out there, its beneath them to install drivers or even properly configure them. Nothing more annoying than having a server side driver installed, and the options had not been configured properly.

[copytechman]

^^^^ What mrwho said!!! Agrees vigorously! Argh!!

A!

[peterepeat]

We generally include 1 hour for network setup at time of machine sale. Anything more than that gets our $175/hr IT charge. That covers us for whatever inevitable variables/adventures we may encounter with their existing network. Like Stirton mentioned, many IT guys think it's beneath them, plus we can ensure the customer will get FULL functionality & capability of the machine.

As for daily calls pertaining to printing, scanning, etc, the customer is notified at placement of call that if it is detirmined that there was no problem with the machine [network-type issues], they will be charged...s/c or not.
....that saves us headaches cuz that's when they usually call their IT guy 1st. ["Well I think we did just change our isp last weekend..."]

[umc]

Awesome.

Just a couple of things. Does anyone have an electronic copy of their IT contracts they could send me? Part of this equation in getting this setup is having the verbiage in place, I don't want to re-invent the wheel if I don't have to.

Also, does anyone have a list of what is chargeable and what isn't? How do you determine that and have it outlined for the customer for when they start asking?

I run into this almost on a daily basis as I handle all of the IT issues with my company and it's my job to turn our IT department in to a profit center vs. an expense as it's been all these years. What I see a lot is that the customer just doesn't want to pay their IT company so they try and get around it by calling us and the bottom line is that we either need to stop being taken advantage of or we get paid for our services, just as any other IT company would.

Once I have a plan in place; list of what is chargeable and a time frame from initial install and once I have a contract I think we will be able to move forward and let the people who answer the phones here know that they're going to have to not just put the call up for IT service but also let the customer know there may be a charge.

The other thing I want to put into place is having an annual support contract so that we can charge a nominal fee up front and then handle any of these type of copier/network related issues down the road for them as part of this connectivity service plan.


Please let me know if you all having something you can email over, I would greatly appreciate it.

[DocuSystems]

DHCP

One thing we do is set the copier's to DHCP (provided it's available on the customers network) and point the drivers by creating a port using the SMB Hostname on the copier. I usually change that to a more friendly name such as Bizhub250. Then, if there's a change in the IP scheme, rebooting the copier is all the customer has to do to fix it. And you don't have to manually go to each workstation and re-point the drivers to a new IP address. Of course this cut's in on the IT related revenue, but it sure makes our machines appear to be a whole lot more reliable than the competition! Which means more of the big money on new machine sales through referrals, and repeat sales.

[serviceman]

We include 2-4 workstations that we will do drivers/software on upon new installs. That is usually enough to "teach" their most tech savvy person how to do it on their own. We will not touch their servers, but if their IT person is there, will assist if they prefer to install it that way. After install we typically charge $125/hr (for people who have hardware contracts with us) for IT issues. We got tired of being their "free IT support."

[umc]

We include 2-4 workstations that we will do drivers/software on upon new installs. That is usually enough to "teach" their most tech savvy person how to do it on their own. We will not touch their servers, but if their IT person is there, will assist if they prefer to install it that way. After install we typically charge $125/hr (for people who have hardware contracts with us) for IT issues. We got tired of being their "free IT support."

Yes, this is exactly it.

[klurejr]

I have been in the business of charging for IT related work for the past 10 years of so. The most important thing is to set the expectation up front. We have a basic Statement of work that outlines what the customer gets as part of the sale, so many hours, workstations, etc. It clearly outlines that anything beyond that is charged at $120.00 per hour.

We also offer Blocks of time to customers if they are interested in having us take over as the IT provider. By offering this it shows a value add of doing business with our company. Giving away free IT service hurts the company you work for, and teaches customers to abuse the Service contract the clearly only covers the hardware of the machine.

[unisys12]

For the first three and a half years that I worked for my current company, we did all this for free. No matter the cabling or switches, wireless bridges, whatever.

Oddly, I've been begging for well over a year or so now, that we charge for this stuff. Mainly to justify my freaking pay, since I'm the only one that does this stuff in my area of our company and assist with all issues company wide.

Ok! Get this... I installed a Savin 8075 with eCopy ShareScan 4.2 to a network with an Exchange Server at a no charge. I had to install Bates Stamp and configure that, not to mention connecting with SMB folders and Scan to Print. Plus eCopy Desktop on 5 PC's... I mean come on... What the hell???

Well just about the time we started charging, my worst fears came true and our competitors in our area started cutting back on these services at install. That left us hung to dry... for real! We did find a few things to use to our advantage... one being that one of our competitors subbed out the IT work to another computer service provider and they did not included those prices into the cost of the install. They didn't even let the client know about the extra charges before or after the sale. I wont get into specifics cause that's another thread all together.

Currently, with the install of a MFP, we do not charge for the set-up on up to 4 PC's. That includes 4 address in the address book for scan to folder or scan to e-mail or FTP or NCP or whatever. Installation of Print Drivers and LAN FAX. Plus I have to stick around and train on everything pertaining to Scanning and Printing.

After install, we will reinstall drivers at $50 a PC and this includes Scan to destinations.

After Nov 1, all this changes!!! Thank God!!!

At the time of sale, the client will be given a letter of intent for network support. It explains that what the client pays for, at the time of sale, does not include network support or install. If they would like these services from us, then we will provide them at $100 an hour or they can purchase a 5 hour block at $250. So that's half price!! This time does not include any hardware that may be needed to connect said MFP to their current netowork or phone support.

With all that said... I used to work for Xerox, back in the day of Agents. Back then, on-site network support was $450 an hour. I mean, come on!!!

Phone support is very important! I mean, I could sit at the shop all day and take calls with walking clients through setting up print or scan to folder somewhere. You have to nail that coffin shut real quick! Seriously!!

[umc]

I'm glad to hear you guys are are doing what I'm trying to do with this.

Can y'all send me the contracts you're using for your IT agreements? Also, do you have a list of what is chargeable and what isn't?

Please send me the info if you could, I will save me a ton of time.

Thanks,

[Kopyrtek]

We include the first 2-3 computers and charge $80 an hour after.We have tried to sell blocks of time but have only sold a couple.The competition will only allow so much.Seems the competition will give away anything to make the sale and makes us cut our price to be competitive.
Alot like trying to charge for scanning....still trying to get sales to add that in the contract with NO luck.If anybody has any ideas in how to do that i would be VERY appreciative.

[10871087]

do you have a list of what is chargeable and what isn't?

It's so easy, even a copier tech can figure it out:

Inside the gray box (the copier), covered under the copier service contract.

Not Inside the gray box (the copier), NOT covered under the copier service contract.

Copier Jams = Covered (inside the gray box)
Workstation can't print = Not Covered (not inside the gray box)
Copier needs a part = Covered
Copier can't scan to email = Not covered
Bad Print system board = Covered (inside the gray box, see this is getting easy)
Can't print because my driver is corrupt = Not covered
Doc feeder rubber worn out = Covered
Needs to be configured for customers new computer = Not covered

New Equipment installs are paid for by the sales rep as part of their equipment cost.

[Titan1969]

No buy in...

Sales has to much control over service at our company. They discount our rates, give away IT to "get the deal", and then call me to forgive charges when people change something at the PC end....and if I dont, I hear "we will loose the business".

Dont know what to do at this point. We charge a $150 initial install fee which is a joke becuase it covers EVERYTHING FORVER. I have customers who upgraded to Win 7 that now Im wondering how much more FREE IT this will cost our company! Then I think...I dont own the place Im just a manager and if they dont want it managed why should I get upset.

In an age of declining clicks, discounted rates and being raped on parts, its amazing that the IT work can be considered FREE anymore. We need the revenue PERIOD. I want to pay bonuses of 10% for all billable IT time to the techs, as incentive's to have them"sell" their services when people are upset about the charges. But Ive got to convince the Prez of the company that we need this revenue to survive. No easy task when we give away boxes becuase all the competitors are giving away everything.

But I digress. I get paid very well to manage and Id like to be able to do my job.