<OT> support pricing

[burns]

On Sun, 2004-02-22 at 12:42, 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?

Hi Lonnie,
I don't have experience on home/retail service support pricing, but you
will also need to consider response times and what all is included (e.g.
depth -of response and escalation - first, 2nd, 3rd line response) etc.
All of this is usually spelled out in a service agreement that details
what is provided and (more importantly) what is NOT provided.

If this is for a commercial IT offering (e.g. managed support services)
I can send you a Duke University template.

-- 
Burns