IT Support Pricing in the UK: A Comprehensive Comparison
Choosing the right IT support model is crucial for businesses of all sizes. However, pricing
structures can vary widely depending on the type of service, contract length, and provider.
This guide breaks down the typical costs of IT support in the UK, helping businesses make
informed decisions about their IT needs.
Factors That Influence IT Support Pricing
Several key factors affect IT support costs, including:
- Business Size & Complexity: Larger businesses with more users and devices often require more extensive support, leading to higher costs.
- Service Scope: Basic monitoring services cost less than fully managed IT solutions, which include proactive maintenance and cybersecurity.
- Location: Businesses can choose between ad-hoc support, block-hour contracts, and managed IT services, each with different pricing structures.
Comparing IT Support Models
Ad-Hoc (Pay-As-You-Go) IT Support
For businesses that only need occasional IT support, ad-hoc pricing is based on an hourly rate. This model is reactive, meaning businesses only pay when they require assistance.
- Average Cost: £75-150 per hour
- Pros: No long-term commitment, flexible
- Cons: Cost can add up, no proactive support
Some providers offer discounts for pre-purchasing time blocks, reducing hourly rates and providing better value.
Block Hours IT Support
This model allows businesses to purchase a set number of support hours in advance at a discounted rate.
-
Typical Pricing
- 10-hour block: £300 - £650
- 20-hour block: £1,300 - £2,000
- Pros: Predicable cost, cheaper than pay-as-you-go
- Cons: Still reactive, may not cover all needs
Managed IT Services (Monthly Contracts)
A managed IT services contract includes proactive monitoring, maintenance, and cybersecurity for a fixed monthly fee. Pricing depends on the number of users or devices covered.
- Per User Pricing: £40-£120
- Per Device Pricing: £20-£100
- Pros: Comprehensive support, proactive monitoring, predictable expenses
- Cons: Higher upfront commitment, not ideal for businesses with minimal IT needs
Per-User Pricing:
This model charges a fixed fee for each user, covering all devices they utilise - such as desktops, laptops, tablets, or smartphones. It's particularly suitable for environments where employees use multiple devices, ensuring comprehensive support without escalating costs.
Per-Device Pricing:
Here, the cost is based on each individual device, making it ideal for businesses where devices are shared among multiple users or for those with a significant number of devices relative to their user base. This model ensures that each device receives the necessary support and maintenance.
Hybrid User+Device Pricing
Some Managed Service Providers (MSPs) use a hybrid pricing model that combines per-user and per-device fees to create a tailored approach based on business needs. This structure ensures comprehensive support by charging a per-user fee for services like account management, cybersecurity, and software support while applying a per-device fee for hardware-related maintenance, monitoring, and troubleshooting.
For example, an MSP may charge £50–£100 per user to cover all their accounts, cloud services, and general IT needs, alongside £20–£80 per device for workstations, servers, or mobile devices requiring direct management. This model benefits businesses with a mix of shared and personal devices, ensuring fair pricing while maintaining efficiency in IT support services.
Additional Cost Considerations
When comparing IT support providers, businesses should also consider:
- Software Inclusions: Some providers bundle antivirus, backup solutions, and cloud applications (e.g. Microsoft 365).
- On-Site vs. Remote On-Site visits may incur extra fees.
- Service Level Agreements (SLAs): Faster response time and 24/7 support typically cost more.
By understanding the various pricing models and service offerings, businesses can select an IT support solution that aligns with their needs and budget.