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Any company offer support rated by minute instead by hour?
| Posted by EnAlgures, 11-06-2008, 02:49 PM |
| Any company offer support rated by minute instead by hour?
I have had many experiences with different 3rd management companies and I can only recommend totalserversolutions. They are quite good but I don't want to pay 60 minutes for only 5 minutes support. What I mean is that a lot of companies offer 1hour support. With those companies you have to pay at least 1 hour but what happens when you just need 5 minutes support? Does any company offer 1 minute support, 5 minutes support or at least 15 minutes support?
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| Posted by htbsales, 11-06-2008, 02:56 PM |
| Have you tried working out a per use commitment with any of the support companies that you have used?
I am only asking because it just sounds more expensive and more of a hassle to track time and utilization on the service provider. There would have to be a mechanism where you would pre-fund your account with credit prior to even requesting the service. I may be wrong here and am interested to see what others post.......
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| Posted by cristibighea, 11-06-2008, 02:58 PM |
| Try working it out with the support company in question. Most of the ones I know charge by the hour, but they round it to 30 minutes, so if you use 10 minutes of support they count it as 30, and 45 is counted as a whole hour.
__________________478east
Custom Hosting Solutions
Complex Content Delivery
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| Posted by HostColor, 11-07-2008, 07:03 AM |
| Do you really experienced a situations when it took 5 minutes to someone to do something on your server. Anyone you need to hire has to spend at least 30 minutes to see the server configuration and etc, So it will definitely take the management service providers more than 5 or 10 minutes to do the job you want them. I think that requirements to pay by minutes are unsustainable. If we go this way someone might ask tomorrow for 45 seconds payment. The server management is expertise. You can not pay it by minutes. Sorry to say this, but it is a lack of understanding how a serious business managed hosting and managed services work.
__________________Host ColorWeb Hosting - Virtuozzo VPS Hosting - Managed Services with 24x7 personal support representative
Data centers in US and The Netherlands (EU) since 2000
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| Posted by Steven, 11-07-2008, 08:36 PM |
| Quote:
Originally Posted by HostColor
Do you really experienced a situations when it took 5 minutes to someone to do something on your server. Anyone you need to hire has to spend at least 30 minutes to see the server configuration and etc, So it will definitely take the management service providers more than 5 or 10 minutes to do the job you want them. I think that requirements to pay by minutes are unsustainable. If we go this way someone might ask tomorrow for 45 seconds payment. The server management is expertise. You can not pay it by minutes. Sorry to say this, but it is a lack of understanding how a serious business managed hosting and managed services work.
I disagree with you. I can generally get a real good feel of the servers entire configuration in under 3 minutes. We often do jobs that only take 5 minutes. But we don't charge our full hourly rate for that. Its a case by case basis.
__________________Steven CiaburriSystem Administration ExtraordinaireCompetent Linux Server Management from Rack911
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| Posted by whmcsguru, 11-09-2008, 02:11 AM |
| Quote:
Originally Posted by Steven
I disagree with you. I can generally get a real good feel of the servers entire configuration in under 3 minutes. We often do jobs that only take 5 minutes. But we don't charge our full hourly rate for that. Its a case by case basis.
Steven put it rather nicely here. As well:
Just because you think it doesn't take an hour doesn't mean it's not worth an hour's pay.
Just because something takes me 10 minutes to do doesn't mean that I haven't spent time writing scripts to simplify the matter so that it takes 10 minutes, instead of 2-3 hours.
Try taking your computer into the shop. What's the tech going to do? Quote you an hourly rate. Not a "by the minute" rate, you're stuck with an hourly rate. Every tech shop I've been in, across the country (I've lived quite a few places before settling in Iowa), it's the same thing: 1 hour minimum, with a $50/hr rate. Whether it took the tech 5 minutes, or 60, 1 hour is going to be charged.
You have to account for the years of experience these people have, for the time they have spent putting together analasys scripts that help them find your problem quickly, and for the time that they spent actually fixing the problem.
Alternatively, you can look for individuals with "per incident" rates. There are a few of those still around. You'll need to brush up on the "per incident" terms as they will differ per company, but you may be after that, instead.
__________________Linux Tech Networks: Reliable Server Administration and Monitoring since 2002VBulletin Development: VBulletin customizations, development, hosting and leased licenses
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| Posted by garysimat, 11-13-2008, 08:01 PM |
| Just to add on to this, i totally understand not wanting to pay for a full hour when something could take 5-10 minutes to resolve. however, it prices money to maintain 24x7 staffing, so to provide instant response to issues you have to pay the cost. If management companies were to do minutely billing then you would get a response to your ticket oh i dont know, maybe a few days later? Theres just no way to build a sustainable model to be able to respond to all customer in a timely manor. There is also business prices and liability etc. If you goto a doctor do they charge you minutely?
I can only speak for TSS but we would rather provide a good service than something that is hit or miss at best.
__________________w w w . t o t a l s e r v e r s o l u t i o n s . c o m
Tss -- Live Support! Tweaking, Securing, 24x7 Service Monitoring, Monthly Management, Migrations, Restores, Optimization, Consulting
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We do it all @ TotalServerSolutions
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| Posted by jphilipson, 11-13-2008, 08:48 PM |
| I see a lot of the outsourced companies have monthly management deals, sometimes less than the per hour charges; maybe if you have a lot of 5 minute jobs, that would be a better solution for you?
__________________I perform System Administration
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| Posted by garysimat, 11-13-2008, 08:52 PM |
| You could, but you would have to rely on that traffic. that is a high risk non sustainable business. From a customer standpoint I would rather know my provider is financially stable.
__________________w w w . t o t a l s e r v e r s o l u t i o n s . c o m
Tss -- Live Support! Tweaking, Securing, 24x7 Service Monitoring, Monthly Management, Migrations, Restores, Optimization, Consulting
English And Spanish Support!
We do it all @ TotalServerSolutions
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| Posted by John Raul, 11-22-2008, 05:38 AM |
| Quote:
Originally Posted by Steven
I disagree with you. I can generally get a real good feel of the servers entire configuration in under 3 minutes. We often do jobs that only take 5 minutes. But we don't charge our full hourly rate for that. Its a case by case basis.
Definitely. But I don't think it's good to advertise or market managed hosting support by minutes -- it appears too small. Also, a knowledgeable client/customer who asks support would have an intuitive estimate of how long their support request would take. I think by hour is the best thing. A 5-minute configuration support is 5 minutes and that's it, but the pricing would be hourly with all of used support accumulated.
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