<OT> support pricing

[Net Llama!]

On Sun, 22 Feb 2004, Alma J Wetzker wrote:

> Net Llama! wrote:
> > I've recently been tasked with coming up with realistic pricing for
> > technical support.  Currently all that we offer is support M-F 9-5
> > support.  I need to set pricing for 12x5 and 24x7 unlimited
> > incident offerings.  Does anyone have any experience or suggestions?
>
> Lots of statistics.  What time zones are your customers in?  What is their
> distribution?  How often do you get calls?  etc. etc.

Customers are all over the US, plus about 5% in Europe.  Call/ticket
volume is about 60/week, most of which are in the first 2 and last 2 hours
of the day.

> The easier way to do it is find out what you competitors charge and match it
> (or go just a bit less).  This is the typical way these things are done.

Yea, i've tried that, but its not going very well.  For starters, all of
the competitors that i've contacted don't want to talk support costs up
front.  They want to wheel & deal about my needs for their product, and
its both difficult & time consuming to go through that process when I have
no need for it.  And on top of that, there aren't alot of direct
competitors for the product, so there aren't many data points.

thanks though.

-- 
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Lonni J Friedman				netllama at linux-sxs.org
Linux Step-by-step & TyGeMo		     http://netllama.ipfox.com