Let's create a concept company here...

This company allows you to outsource their support to them under the following package structure;

All agents are trained in RedHat/Mandrake Linux, Apache, cPanel, Ensim, Plesk, Advanced Server Administration and Basic Programming Support. This is web-based support only.

Add Telephone Support for $59.95/mo.
Add Telephone Support on a 1-800 number for $159.95/mo.


Plan 1 - $99.95/mo.
-------------------------

- 15 Resolutions Per Month
- 9a.m - 5p.m Operating Schedule

Plan 2 - $199.95/mo.
-------------------------

- 35 Resolutions Per Month
- 24 Hour Operating Schedule

Plan 3 - $299.95/mo.
-------------------------

- 50 Resolutions Per Month
- 24 Hour Operating Schedule

Plan 4 - $499.95/mo.
-------------------------

- 80 Resolutions Per Month
- 24 Hour Operating Schedule
- Emergency Remote Administration
- Spanish & French Support Available

Plan 5 - $699.95/mo.
-------------------------

- 100 Resolutions Per month
- 24 Hour Operating Schedule
- Emergency Remote Administraiton
- Spanish, French, Chinese, Japanese Support Available
- 30 Second Patch-thru Guarantee on All Calls.

I just threw some ideas into this. Feel free to add ideas as you see fit, but only submit your opinion in the polls, based on this post.

Thanks!

Originally posted by C5Comm
Let's create a concept company here...

This company allows you to outsource their support to them under the following package structure;

All agents are trained in RedHat/Mandrake Linux, Apache, cPanel, Ensim, Plesk, Advanced Server Administration and Basic Programming Support. This is web-based support only.

Add Telephone Support for $59.95/mo.
Add Telephone Support on a 1-800 number for $159.95/mo.


Plan 1 - $99.95/mo.
-------------------------

- 15 Resolutions Per Month
- 9a.m - 5p.m Operating Schedule

Plan 2 - $199.95/mo.
-------------------------

- 35 Resolutions Per Month
- 24 Hour Operating Schedule

Plan 3 - $299.95/mo.
-------------------------

- 50 Resolutions Per Month
- 24 Hour Operating Schedule

Plan 4 - $499.95/mo.
-------------------------

- 80 Resolutions Per Month
- 24 Hour Operating Schedule
- Emergency Remote Administration
- Spanish & French Support Available

Plan 5 - $699.95/mo.
-------------------------

- 100 Resolutions Per month
- 24 Hour Operating Schedule
- Emergency Remote Administraiton
- Spanish, French, Chinese, Japanese Support Available
- 30 Second Patch-thru Guarantee on All Calls.

I just threw some ideas into this. Feel free to add ideas as you see fit, but only submit your opinion in the polls, based on this post.

Thanks!

Looks kind of expensive if you ask me.. I mean we get maybe 5-10 REAL support questions a day and another 25-50 "How do I upload with Frontpage" questions a day.. I think you would be better off figuring out what the average amount of requests per user would roughly be and charging per xx amount of customers so maybe support 50 customers for say $80.00 a month or something.. (note: $80.00 is just an example, I know what good support is worth and this is just to give an example.. Please do not flame)

I'd have to agree, the packages are expensive with few problem resolutions. And you'd really have to define problem resolution as the above example cites. Not only that, but for a startup company, thats gonna be one helluva lot to offer, personally i wouldn't rely on a startup to provide any of last few plans because it takes a lot of human resources to pull through on something like that.

I would say you should offer some different pricing plans there. For a larger company, your 100 resolution plan wouldn't even last half a week.