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IT Support Pricing Guide

Transparent pricing comparison for IT support services. Find the right model for your business budget and needs.

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Understanding IT Support Pricing

IT support pricing is an absolute minefield. Providers use confusing models, hidden costs, and complex contracts to mask the true price. This guide breaks down typical industry pricing and shows you exactly what to watch for so you don't get caught out.

Key Factors Affecting IT Support Costs

Business Size & Complexity

More users, devices, and locations increase support requirements. Enterprise solutions cost more than small business packages.

Service Scope

Basic helpdesk costs less than fully managed solutions with proactive maintenance, security, and strategic planning.

Response Times

24/7 support with guaranteed 1-hour response costs more than standard business hours with next-day service.

IT Support Pricing Models Compared

Pay-As-You-Go

Occasional Support

£75-150/hour


Perfect for businesses needing occasional IT assistance. Pay only when you need help, with no ongoing commitments.

  • No contracts
  • Flexible scheduling
  • Pay per incident
  • No proactive maintenance
  • Higher hourly rates

Block Hours

Pre-purchased Support

£30-65/hour

When buying 10+ hour blocks


Purchase support hours in advance at discounted rates. Great balance of flexibility and cost savings.

10 hours: £300-650 20 hours: £1,300-2,000 40 hours: £2,400-4,000
  • Lower hourly rate
  • Predictable costs
  • Priority response
  • Hours may expire

Managed IT Services

Complete IT Support

£40-120/user/month

Or £20-100 per device


Comprehensive proactive IT management with 24/7 monitoring, unlimited support, and strategic planning. See our managed IT services.

  • 24/7 monitoring
  • Unlimited support
  • Proactive maintenance
  • Security included
  • Predictable monthly cost

Understanding Managed IT Pricing Models

Per-User Pricing

Fixed fee per user covering all their devices - desktops, laptops, tablets, and smartphones. Ideal for environments where employees use multiple devices.

Per-Device Pricing

Cost based on individual devices. Perfect for businesses where devices are shared among multiple users or have many devices relative to staff.

Hybrid Pricing

Combines per-user and per-device fees. For example: £50-100 per user for accounts/software plus £20-80 per device for hardware support.

Hidden Costs & What to Watch For

The quoted price is rarely the final price. Here's what providers don't always mention upfront.

On-Site Visit Fees

Many providers charge £150-300 per on-site visit. Ask: "How many free on-site visits per month?"

Software Licensing

Antivirus, backup, and security tools can add £10-50 per user monthly. Check what's included vs. extra. See our transparent services pricing.

Response Time Tiers

Basic: Next business day. Premium: 4-hour response. Critical: 1-hour response can double costs.

Project Work

Server installations, network upgrades often charged separately. Clarify what's "maintenance" vs. "project." Learn more about different types of maintenance contracts or browse our complete range of services.

Essential Questions to Ask Any IT Provider

Don't get caught out. Ask these specific questions before signing anything.

Pricing Clarity Questions

  • "What exactly is included in the monthly fee?"
  • "How many on-site visits are included per month?"
  • "What software licences are included vs. extra?"
  • "What's considered 'project work' vs. support?"
  • "Are there any setup or onboarding fees?"

Service Level Questions

  • "What's your guaranteed response time?"
  • "Do you monitor our systems 24/7?"
  • "What backup and security is included?"
  • "How do you handle after-hours emergencies?"
  • "What's your contract notice period?"

IT Support Pricing Pitfalls to Avoid

Providers advertise £30/hour but charge 2-hour minimums, travel time, and "diagnostic fees." A simple 15-minute fix becomes a £100+ bill. Always ask: "What's included in your hourly rate?" and "Do you charge minimums or travel time?"

3-year contracts with hefty cancellation fees trap businesses with poor service. Read the small print: What's the notice period? Are there exit fees? Can you reduce services if your business shrinks? Avoid contracts longer than 12 months unless you're getting significant discounts.

"£40 per user" sounds reasonable until you discover antivirus (£8), backup (£12), and security monitoring (£15) are all extra. Your real cost is £75+ per user. Always ask: "What software licences are included in the price?" Get a complete breakdown before signing.

"We respond quickly" means nothing when your server's down. Get specific SLAs in writing: "Critical issues: 1-hour response, 4-hour resolution." Understand what counts as "response" vs "resolution" and what happens if they miss targets.

Providers classify routine maintenance as "project work" to charge extra. Installing Windows updates, adding users, or replacing failed drives become expensive projects. Ensure your contract clearly defines what's included as standard maintenance vs billable project work.

View Online Prices

Tired of hidden costs and confusing contracts? See our transparent pricing online - no forms, no email collection, no sales calls. Learn about honest maintenance contracts or browse our full range of IT services with transparent pricing.

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Got Questions?

Find quick answers to common IT support questions

How quickly can you respond to IT issues?

While many companies claim a 15-minute response, we guarantee a one-hour response time for urgent issues. This realistic timeframe allows our expert team to mobilise properly and arrive fully prepared to diagnose and resolve the problem efficiently - ensuring quality support rather than a rushed service.

How long has Sheridan Computers been established?

We've proudly been established for over 15 years. Our enduring presence in the IT industry is a testament to our commitment to quality, innovation, and reliable service. We’re here for the long haul, continuously evolving to meet the needs of our customers today - and in the future.

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