Why Package Your IT Support Services?

Gone are the days when simply offering ‘break/fix’ or hourly rates was enough. Modern SMBs need predictable costs and proactive support. Packaging your IT support services offers several crucial advantages:

• Predictable Revenue: Move towards monthly recurring revenue (MRR) models.
• Increased Client Value: Bundle services clients need but might not ask for individually, increasing average revenue per user (ARPU) or per device.
• Simplified Sales: Present clear options instead of complex, custom quotes every time.
• Improved Service Delivery: Standardized packages allow for more efficient, repeatable service processes.
• Perceived Value: Clients often see greater value in a comprehensive package than a disconnected list of services.

Core Components of an Effective IT Service Package

When structuring IT support packages, consider bundling the essential services your SMB clients truly need. A robust package typically includes:

• Remote Monitoring and Management (RMM): Proactive monitoring of servers, workstations, network devices, and critical applications.
• Helpdesk Support: Accessible support via phone, email, chat, or ticket system during business hours.
• Scheduled Maintenance: Regular updates, patching, and health checks.
• Security Essentials: Managed antivirus/anti-malware, basic firewall management, security patch management. (Note: Advanced security like SIEM or MDR is often an add-on).
• Backup and Disaster Recovery (BDR) Management: Monitoring and managing local and cloud backups. (Note: Storage costs are often separate or tiered).
• Strategic Consulting/vCIO Lite: Regular check-ins (e.g., quarterly) to discuss IT strategy and planning, often included in higher tiers.

Think about what constitutes a baseline level of proactive support that reduces client issues and positions you as a trusted partner.

Popular Models for Structuring IT Support Packages

There are several established models for structuring IT support packages, each with its pros and cons:

1. Tiered (Good, Better, Best): This is perhaps the most common and effective model. You create 3-4 distinct packages offering increasing levels of service and features. This leverages pricing psychology by anchoring the middle tier as the ‘best value’.
   • Example: ‘Essentials’ (RMM, basic helpdesk), ‘Professional’ (Essentials + included hours, BDR management, security essentials), ‘Enterprise’ (Professional + vCIO, 24/7 support, enhanced security).
2. Per User: Pricing is based on the number of users accessing the IT environment. This is simple for clients to understand and scales directly with their growth.
   • Example: $75 - $150 per user per month, depending on the included services.
3. Per Device: Pricing is based on the number and type of devices managed (e.g., workstations, servers, network devices). Less common now than per-user, but still viable for certain environments.
   • Example: $50/workstation/month, $200/server/month.
4. Value-Based Bundling: Focus on the outcomes or value delivered, rather than just the components. Requires deep understanding of the client’s business.
   • Example: Instead of listing RMM and Helpdesk, offer a package promising ‘Guaranteed Uptime’ or ‘Enhanced Productivity Suite’. This is harder to structure but can command higher prices.

For most SMB IT providers, a tiered, per-user model provides the best balance of simplicity, scalability, and perceived value.

Pricing Your Structured Packages Profitably

Setting the right price for your IT support packages is critical. Don’t guess – calculate and validate:

1. Calculate Your Costs: Understand the fully burdened cost of delivering each service component within the package (labor, software licenses - RMM, AV, BDR, etc., overhead). Know your desired profit margin.
2. Understand Client Value: What is uninterrupted IT service truly worth to your target SMB? Downtime costs them money. Proactive support prevents those costs. Frame your pricing around this value.
3. Analyze the Market: Research what competitors in your area or niche are charging for similar packages. Don’t just match prices, understand the value proposition behind them.
4. Tiered Pricing Strategy: Use your tiers to guide client choices. The middle tier should offer the most attractive value proposition and likely be your most popular option. Ensure sufficient margin in all tiers.
5. Don’t Forget Onboarding/Setup Fees: For new clients, include a one-time setup or onboarding fee to cover the initial effort of bringing them onto your systems and standardizing their environment. This could be a flat fee (e.g., $500 - $2500) or based on complexity.

Pricing should cover your costs, deliver profit, and be justifiable by the value the client receives. Regularly review and adjust pricing based on market conditions, your costs, and the value you provide.

Adding Flexibility with Project Work and Add-Ons

While structured packages provide a baseline, SMBs often have unique needs or require project-based work (e.g., server migration, major software deployment, security audits). Plan how you will handle these:

• Clearly Separate Packages and Projects: Your monthly packages cover recurring support and maintenance. Projects are quoted separately, typically on a fixed-price or per-hour basis.
• Offer Package Add-Ons: For services not included in all tiers, offer them as optional add-ons to packages. This could include:
  • Advanced security tools (e.g., EDR, security awareness training)
  • Compliance assistance (e.g., HIPAA, CMMC)
  • Specific application management
  • Out-of-hours support SLAs

Add-ons allow clients to customize their solution without forcing them into a higher, potentially oversized tier. This increases the average contract value.

Presenting Your Structured Packages Effectively

How you present your pricing is almost as important as the pricing itself. Avoid overwhelming clients with spreadsheets or confusing lists.

• Use Clear and Concise Language: Focus on benefits and outcomes, not just technical jargon.
• Visualize the Tiers: Use comparison tables or visual layouts to highlight the differences between packages.
• Offer Interactive Options: Allow clients to easily see how pricing changes when they select add-ons or different user counts. Static PDFs and Word documents are outdated and hard to digest.

This is where modern tools can make a significant difference. While comprehensive proposal software like PandaDoc (https://www.pandadoc.com) or Proposify (https://www.proposify.com) handle the entire proposal lifecycle including e-signatures and contracts, they can sometimes be complex or overkill if your primary need is a clean, interactive pricing presentation.

For businesses specifically focused on creating a dynamic, configurable pricing experience that clients can interact with via a simple link, PricingLink (https://pricinglink.com) offers a dedicated and affordable solution. It excels at presenting tiered packages, user-based pricing, and configurable add-ons in a way that’s easy for clients to understand and select, streamlining the initial quoting step before a formal contract.

Choose the tool that best fits your sales process, but prioritize clarity, professionalism, and ease of understanding for the client.

Reviewing and Adjusting Your Packages

Structuring your IT support packages isn’t a one-time task. The market changes, your costs evolve, and client needs shift.

• Annual Review: Schedule a dedicated time each year to review your package offerings, pricing, and profitability.
• Track Costs: Continuously monitor your labor costs, software expenses, and overhead.
• Gather Client Feedback: Understand if your packages meet their needs and if the pricing feels fair.
• Monitor Competitors: Stay aware of how your competitors are packaging and pricing their services.
• Analyze Profitability: Use your accounting data to understand which packages and clients are most profitable. Don’t be afraid to adjust pricing or retire less profitable packages.

Staying agile ensures your packages remain competitive, profitable, and relevant to your target SMB audience.