MSP vs. Hourly IT Support: Know What You’re Paying For

Every business needs ongoing, dependable technology support, whether that’s an in-house IT department or an outsourced IT services provider. For small-to-mid-sized businesses that need a wide range of skills (data security, network monitoring, help desk, etc), hiring a technology consulting firm is a more practical and affordable approach than hiring full-time employees.

But how do you find the right IT services provider at the right price?

Let’s talk about the difference between Managed Service Providers (MSPs) and traditional IT Service Firms.

Managed Service Providers vs. IT Service Providers

Managed Service Providers (MSPs) promise peace of mind, proactive monitoring, and bundled services at a flat monthly rate. Most MSPs have a minimum of $1000 per month or more, and the services included vary widely.

Technology Consulting Firms / IT Service Providers (like ourselves) are a fit for clients looking for greater visibility, value, and control. You pay for what you need, when you need it. Services may be priced by the month, by project, or by time & expense.

What’s in an MSP monthly fee?

MSPs often advertise a single flat monthly rate that covers “everything.” In practice, most MSP contracts exclude or limit:

• Software implementations
• New desktop rollouts
• Hardware purchases
• Site visits
• Onboarding and employee training
• Employee help desk support (beyond a set number of hours)

To avoid being surprised by “out of scope” tasks, clarify up front what’s in the MSP contract.

Is your MSP doing the work?

All MSPs are not equal. We have great working relationships with MSPs that take good care of their clients. And… we have seen cases where the prior MSP neglected to fulfill their obligations for months – without the client ever noticing. The biggest issue with the MSP model is the lack of transparency. Without technical knowledge and ongoing oversight, it’s hard to know:

• How much of your monthly fee is going to active work vs. passive monitoring
• If you’re paying for licenses or tools you’re not using
• Whether your computer network is kept up-to-date and secure

Since they’re paid the same every month no matter what, some MSPs fall into a reactive mode, treating your support needs as “maintenance noise” instead of critical issues.

The Eclipse Consulting advantage: Pay for what gets done

We believe in clear, accountable billing. While some routine maintenance tasks, like system backups, may incur a fixed monthly cost, most of our work is billed by the project or by time-based billing. 

Here’s how our model stacks up:

Our clear IT services model gives you control over your IT spending, encourages faster issue resolution, and keeps us accountable to results – not just response times.

Looking for better IT Services and Support?

Eclipse Consulting is a Michigan-based locally owned business with:  

• A caring, committed team of IT experts who know how to get the job done right
• No long-term commitments
• Clear, affordable pricing providing IT services for network support and employee help desk services – plus software development services
• Responsive, timely and clear communication

You get help when you need it. You stop paying when the work is done. Best of all, you stay in control.

Want to know where your IT dollars are going? Let’s talk.