On-Demand IT support rates
No contract. First ticket not fixed or diagnosed in the first hour? It's free.
On-Demand IT support: hourly rates
Remote support: hourly rates
| Tier | Business hours | After hours | Emergencies |
|---|---|---|---|
| Standard L1 | $119 | $149 | $199 |
| Advanced L2 | $169 | $209 | $259 |
| Expert L3 | $229 | $279 | $329 |
On-site support: hourly rates
| Tier | Business hours | After hours | Emergencies |
|---|---|---|---|
| Standard L1 | $149 | $189 | $239 |
| Advanced L2 | $199 | $239 | $289 |
| Expert L3 | On request | On request | On request |
Remote billing
- Minimum charge: 30 minutes per incident
- Thereafter billed in 15-minute increments
- Time rounded up to the next increment
- Available 24/7 for urgent issues.
On-site billing
- Minimum charge: 1 hour per incident
- Thereafter billed in 30-minute increments
- Driving time not billed within Miami-Dade, Broward and Palm Beach
- Same-day on site is our goal in Miami-Dade, Broward and Palm Beach.
- Plan on-site hours and Premium's 4-hour P1 on-site response apply in Miami-Dade, Broward and Palm Beach. Outside Florida, managed clients get next-business-day on-site visits in most US metros through insured partner technicians, quoted before the visit.
Support schedule
- On-Demand business hours. Mon–Fri, 8:00 AM – 5:00 PM
- After hours. Mon–Fri 5:00 PM – midnight; Sat 8:00 AM – 5:00 PM
- Emergencies. Overnight, Sundays and holidays
- Time zone. Scheduled and billed in your local time
- All hours are in your local time for US clients. International clients are supported on Eastern time.
Managed IT clients on Standard get 5% off these support rates; Premium 10%.
Prices in USD, excluding applicable taxes.
How hourly billing works
Remote work has a 30-minute minimum, then 15-minute increments. A 45-minute remote fix at L1 during business hours is $89.25.
On-site work has a one-hour minimum, then 30-minute increments. A visit of 1 hour 20 minutes at L1 is billed as 1.5 hours: $223.50. Driving time is not billed in Miami-Dade, Broward and Palm Beach.
L1 handles everyday requests: accounts, email, printers and a single computer. L2 and L3 are senior engineers for networks, servers, security and migrations. We start at the lowest level that can fix the problem and escalate only when the work needs it.
If we cannot fix or diagnose your first ticket in the first hour, that ticket is free.
Questions, answered plainly
How is On-Demand support billed?
Remote work has a 30-minute minimum, then 15-minute increments. On-site work has a one-hour minimum, then 30-minute increments, with no driving time billed in Miami-Dade, Broward and Palm Beach.
What is the difference between L1, L2 and L3?
L1, at $119 an hour, handles everyday requests. L2, from $169, and L3, from $229, are senior engineers for networks, servers, security and migrations. We start at the lowest level that can fix the problem.
When do after-hours rates apply?
Weekdays from 5 PM to midnight and Saturdays from 8 AM to 5 PM, in your local time. Overnight, Sundays and holidays are billed at emergency rates.
Do you charge if you cannot fix it?
Not on the first ticket. If we cannot fix or diagnose it in the first hour, that ticket is free.
Is on-site support available outside Florida?
On-Demand on-site visits cover Miami-Dade, Broward and Palm Beach. Outside Florida, On-Demand support is remote; managed IT clients get next-business-day on-site visits in most US metros through insured partner technicians.
Do managed IT clients get a discount on hourly work?
Yes. Standard plans get 5% off these rates and Premium plans get 10%.