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It is common practice for managed IT service providers to use cost per user and/or cost per desktop/server pricing models to define overall service fees. While this appears an easy to understand method for determining a monthly price, this “one size fits all” approach does not accurately reflect the true needs of the client or the specific attributes of a genuine partnership arrangement. It does not scale well (up or down) as organizations change over time and frequently leads to an imbalance between the cost to the client and actual services delivered by the provider. It also offers no transparency for the client to clearly understand how, and to what, their fees translate with respect to the services provided. The client rarely has an accurate sense of whether they are paying too much (or too little) for the services they are receiving.
With any support service arrangement, there is a combination of “known” activities (such as proactive and sustainment activities), hard costs (such as monitoring and software agents) and “unknown” requirements (such as reactive support, disaster recovery, problem escalations, development assistance, etc.). Rather than incorporate a “best guess” amount to cover off the unknowns, Softlanding includes a clearly defined and tracked Shared Service time allotment that can be used for any reactive/ad-hoc requirements that arise, but can also be used for services that are traditionally out of scope in a fixed cost IT agreement (such as project work, development assistance, strategy planning, etc.).
These scenarios are examples from some of our current clients. Your actual plan will be calculated according to your organizational requirements and needs.