GUIDE
A Guide to IT Support Pricing
Understand What You’re Paying For — And Why It Matters
When evaluating IT support, pricing models vary significantly. Understanding how providers structure their fees enables you
to make a more informed, cost-effective decision for your organisation. Below is a breakdown of the most common IT support
pricing models and how to assess which is most suitable for your business.
Break-Fix (Pay-As-You-Go)
Typical Cost
£75–£150/hr
Best forOne-off issues or very small businesses with minimal IT reliance.
This is the most basic IT pricing model. You only pay when something fails. Charges are typically per incident or per hour
to resolve issues such as server crashes, user errors, or software bugs. There is no ongoing agreement — simply reactive call-outs when required.
While the initial cost may appear low, expenses can escalate quickly during critical failures or emergencies. This model also results in longer downtime and lacks proactive prevention.
Hourly Support (Time & Materials)
Typical Cost
£60–£120/hr
Best forShort-term consultancy work or businesses requiring occasional expert input.
Under this model, you are billed at an hourly rate for the time a technician spends resolving issues or completing tasks. It offers flexibility but lacks predictability and can discourage proactive engagement. You are paying for time — not outcomes.
Suitable for short-term needs, but not ideal for growing companies or those experiencing recurring IT issues.
Typical Cost
£500–£1,500/mo
Best forOrganisations with light IT requirements seeking budget control but limited strategic needs.
This model provides a fixed number of support hours per month for a set fee. It offers greater predictability than hourly billing and often includes priority response times. However, unused hours may expire and overage rates can be higher.
Appropriate for businesses with consistent but limited IT demands, though it does not replace proactive IT planning.
Recommended
Fully Managed IT Support (Flat-Rate, All-Inclusive)
Typical Cost
£300–£800 / user / year
Best forBusinesses that rely heavily on IT and require a strategic partner to scale securely and efficiently.
This comprehensive model — used within our Elevate packages — includes unlimited support, proactive monitoring, cybersecurity, patch management and strategic advice for a fixed annual fee per user. It aligns your provider’s objectives with your operational success.
Premium tiers (including unlimited projects, such as Elevate Infinity) typically range from £800–£1,500 per user per year.
With a consistent fee, you receive consistent results — without unexpected invoices or reactive firefighting.
Typical Cost
£5,000–£50,000+
Best forOrganisations with clearly defined, one-off technology objectives with an existing support plan.
When undertaking initiatives such as email migration, infrastructure upgrades, or cybersecurity enhancements, project-based pricing applies. A fixed quotation is provided based on scope, timelines, and technical complexity.
This model is effective for defined upgrades but does not include ongoing support or long-term IT management.
