Average Rate for Emergency Service
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This depends entirely on you and what is an appropriate rate per hour for your business. Anything from $100+ could be reasonable for emergency rates.
The normal prices I've seen are around $195/hour
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Emergency being "anything outside of the contracted terms". This could be a "I need you to stop whatever client work you are doing for someone else and work on this", at 2PM.
So the term emergency is pretty well defined but might be vague in how you define them. As it may just be your after hours time frame. 7PM to 8AM or whatever hours you choose.
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Normal Rate $100/Hour
Emergency Rate $200/Hour
Preventable Emergency $300/Hour -
@aaronstuder said in Average Rate for Emergency Service:
Preventable Emergency $300/Hour
Sorry, will never hire, because this can only be subjectively rerated post service call.
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@jaredbusch said in Average Rate for Emergency Service:
@aaronstuder said in Average Rate for Emergency Service:
Preventable Emergency $300/Hour
Sorry, will never hire, because this can only be subjectively rerated post service call.
I agree with Jared here.
It's either normal hours or emergency hours. If you had another rate, I'd never consider you as a support option.
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@dustinb3403 said in Average Rate for Emergency Service:
This depends entirely on you and what is an appropriate rate per hour for your business. Anything from $100+ could be reasonable for emergency rates.
The normal prices I've seen are around $195/hour
For a typical, drop everything and fix my shit emergency, from an existing client with no specific agreement, this is $250/hour.
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@jaredbusch said in Average Rate for Emergency Service:
@dustinb3403 said in Average Rate for Emergency Service:
This depends entirely on you and what is an appropriate rate per hour for your business. Anything from $100+ could be reasonable for emergency rates.
The normal prices I've seen are around $195/hour
For a typical, drop everything and fix my shit emergency, from an existing client with no specific agreement, this is $250/hour.
Which is reasonable.
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@jaredbusch Do you also have a rate for a drop everything and fix my shit for a non-existing client?
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@dustinb3403 said in Average Rate for Emergency Service:
@jaredbusch Do you also have a rate for a drop everything and fix my shit for a non-existing client?
Meh, never has come up.
I would have to discuss it with the owner, but I could see doing it for either the same or maybe $300. But would require an up front CC payment of 2 hours.
I'm totally not sorry either. If we have no relationship, I am not going to trust you to pay us later.
@Bundy-Associates is not a company with overhead to let someone blow time working on something and not get paid for it.
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@jaredbusch It's agreed on up front, and it's for something I already asked you to let me do.
For example:
Me: You should replace all your switches, they are 10 year old, and end of life.
Them: Nah, they work fine.
<later>
Them: Our network is down. Come fix it!
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@aaronstuder said in Average Rate for Emergency Service:
@jaredbusch It's agreed on up front, and it's for something I already asked you to let me do.
For example:
Me: You should replace all your switches, they are 10 year old, and end of life.
Them: Nah, they work fine.
<later>
Them: Our network is down. Come fix it!
That's just a bad customer who isn't taking their paid recommendation seriously. It's on them later to deal with the consequences.
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@dustinb3403 said in Average Rate for Emergency Service:
It's on them later to deal with the consequences.They do pay the consequences, at $300/hour
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@dustinb3403 said in Average Rate for Emergency Service:
@aaronstuder said in Average Rate for Emergency Service:
@jaredbusch It's agreed on up front, and it's for something I already asked you to let me do.
For example:
Me: You should replace all your switches, they are 10 year old, and end of life.
Them: Nah, they work fine.
<later>
Them: Our network is down. Come fix it!
That's just a bad customer who isn't taking their paid recommendation seriously. It's on them later to deal with the consequences.
Technically everything is preventable, so this should always be the rate.
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@aaronstuder said in Average Rate for Emergency Service:
@dustinb3403 said in Average Rate for Emergency Service:
It's on them later to deal with the consequences.They do pay for the consequences, at $300/hour
Not true.
@jaredbusch said in Average Rate for Emergency Service:
@dustinb3403 said in Average Rate for Emergency Service:
@aaronstuder said in Average Rate for Emergency Service:
@jaredbusch It's agreed on up front, and it's for something I already asked you to let me do.
For example:
Me: You should replace all your switches, they are 10 year old, and end of life.
Them: Nah, they work fine.
<later>
Them: Our network is down. Come fix it!
That's just a bad customer who isn't taking their paid recommendation seriously. It's on them later to deal with the consequences.
Technically everything is preventable, so this should always be the rate.
This is why.
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@jaredbusch said in Average Rate for Emergency Service:
@aaronstuder said in Average Rate for Emergency Service:
Preventable Emergency $300/Hour
Sorry, will never hire, because this can only be subjectively rerated post service call.
And really... what emergency wasn't preventable with enough investment or hindsight?
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Customer: I need a new PBX, I know you have your FreePBX thing but I really want a box in my server room.
Jared: That's a bad idea for reasons XYZ
Customer: Thanks for your opinion, here is your hour. Now install my box into my server room, thanks.
Jared: OKAYIt isn't Jared's place to overcharge for supporting something that he knowingly supported as his business. His rate is his rate.
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@aaronstuder said in Average Rate for Emergency Service:
@jaredbusch It's agreed on up front, and it's for something I already asked you to let me do.
For example:
Me: You should replace all your switches, they are 10 year old, and end of life.
Them: Nah, they work fine.
<later>
Them: Our network is down. Come fix it!
Still remains subjective. Prove that new switches could not have failed. They will argue that maybe they prevented other outages by not listening to you.
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@dustinb3403 said in Average Rate for Emergency Service:
Customer: I need a new PBX, I know you have your FreePBX thing but I really want a box in my server room.
Jared: That's a bad idea for reasons XYZ
Customer: Thanks for your opinion, here is your hour. Now install my box into my server room, thanks.
Jared: OKAYIt isn't Jared's place to overcharge for supporting something that he knowingly supported as his business. His rate is his rate.
Exactly, the higher rate is already there for the emergency. Double punishing makes no sense, especially as everything could be avoided, in theory.
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@jaredbusch said in Average Rate for Emergency Service:
@dustinb3403 said in Average Rate for Emergency Service:
@aaronstuder said in Average Rate for Emergency Service:
@jaredbusch It's agreed on up front, and it's for something I already asked you to let me do.
For example:
Me: You should replace all your switches, they are 10 year old, and end of life.
Them: Nah, they work fine.
<later>
Them: Our network is down. Come fix it!
That's just a bad customer who isn't taking their paid recommendation seriously. It's on them later to deal with the consequences.
Technically everything is preventable, so this should always be the rate.
And if it required recommendations, we'd "recommend" crazy high end gear and HA and redundancy for absolutely everything so that even if we missed something, it would have been covered somewhere.
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The rates should be defined long before the call ever comes in.
Contracted customers: $150/hour non-emergency
Contracted Customer: $175/hour for emergencyExisting non-contracted: $250/hour emergency
Non-existing Customer - I assume would fall into the same category as the existing non-contracted rate. With a follow-up of, "You really should get a support contract with us, it would've saved you X/hour for this"
(all numbers made up)
