Log In

Come Join Us!

Are you a
Computer / IT professional?
Join Tek-Tips Forums!
  • Talk With Other Members
  • Be Notified Of Responses
    To Your Posts
  • Keyword Search
  • One-Click Access To Your
    Favorite Forums
  • Automated Signatures
    On Your Posts
  • Best Of All, It's Free!
  • Students Click Here

*Tek-Tips's functionality depends on members receiving e-mail. By joining you are opting in to receive e-mail.

Posting Guidelines

Promoting, selling, recruiting, coursework and thesis posting is forbidden.

Students Click Here

Charging for email support?

Charging for email support?

Charging for email support?

Good evening from Wisconsin,

As our client base grows, our technicians are now receiving support requests via email frequently enough that we are brainstorming ideas to implement a fee structure for our non-retainer clients, as generating responses for each of those requests moves billable time away from our more profitable clients.

Does anyone here have experience with such a model, and what has your experience been?  Pros?  Cons?

Thank you in advance,

Isaac Grover, Owner
Quality Computer Services of River Falls, Wisconsin
Web: http://www.qcs-rf.com

RE: Charging for email support?

Are these request from previous customers or strangers? Although I do not receive much request via e-mail I do get a lot of telephone calls for support.
My policy has been if it is something they have been trained on by me they get free support.If they have not been trained by me I politely tell them I can't help them over the phone (unless it is something simple). If they are strangers, they get 30-60 seconds of my time unless they sound as if they may become customers.
It is a constant struggle because you don't want to turn them away but people will try anything to save a service call.

Red Flag This Post

Please let us know here why this post is inappropriate. Reasons such as off-topic, duplicates, flames, illegal, vulgar, or students posting their homework.

Red Flag Submitted

Thank you for helping keep Tek-Tips Forums free from inappropriate posts.
The Tek-Tips staff will check this out and take appropriate action.

Reply To This Thread

Posting in the Tek-Tips forums is a member-only feature.

Click Here to join Tek-Tips and talk with other members! Already a Member? Login

Close Box

Join Tek-Tips® Today!

Join your peers on the Internet's largest technical computer professional community.
It's easy to join and it's free.

Here's Why Members Love Tek-Tips Forums:

Register now while it's still free!

Already a member? Close this window and log in.

Join Us             Close