Decoding IT Support Plans: What You Get, What You Don’t, and What It Really Costs
What's really included in IT support plans?
Ever wondered why your IT support plan costs what it does and what's truly included (or considered a billable project) for your business?
If you've ever been puzzled staring at an invoice, you're not alone. This is one of the most common, most confusing everyday issues I hear about from business owners and managers. Let's break open the black box and set clarity around all the jargon.
🤔 Everyday Problem: What Am I Really Buying With My IT Plan?
Here's the honest truth: Most of us (myself included) have been burned by misunderstandings when hiring service pros.
I just had a humbling experience calling up an appliance repair person.
Long story short, I got a quote, negotiated a better price before the repairman showed up, then saw just how much work was actually involved in replacing the door gasket of a laundry machine. Watching two people wrangle a 300 pound machine for hours, I was shocked at what it took. I had absolutely no idea what I was paying for, or how much effort goes into it. Realizing what I was originally quoted was fair, I ended up paying that instead of the negotiated price.
When we are not knowledgeable enough about what we are buying, it often sounds expensive to us. But getting down some basics of how IT services are priced can help. It's not actually about learning to spend more, but better understanding what to buy.
🛠️ The Nitty Gritty: What's Usually Covered in Your Plan
With IT support, you're typically paying for a bundle of 5 to 15 services like backups, updates, antivirus, security checks, and etc. Labor to manage it all and provide tech support when your team needs help is the biggest slice of the associated costs to support you.
If the plan seems rock bottom cheap or sky high fancy, that's usually because of how a provider calculates (or guesses at) how much time your business will need. Great deals usually mean a lack of time investment in helping you, leading to poor results for the money spent.
On the flip side, overpaying will usually lead to unnecessary burden on your bottom line. And just like with my washing machine repair, the real work isn't always obvious from the price tag.
📋 IT Support Options: Which One of the 3 Did You Buy?
Let's get specific. Most IT support plans fall into one of these camps:
1️⃣ Single "Doctor & Prescription" Plan: The provider sizes you up and proposes a custom quote. Sounds great but unless they know all your quirks (which take at least a few months to establish), the quote is a best guess, with a high chance you'll either overpay or get nickel and dimed once real life kicks in.
2️⃣ Good Better Best Plans: Menu of options to choose from and here's your decoder ring:
Good: Only the must haves (security, backups, very basic help). Common tasks you think would be included like getting a new staff member up and running, or swapping a slow old laptop often get billed separately.
Better: Must haves plus the "common sense" stuff, such as onboarding, offboarding, and standard moves or changes. This is usually the sweet spot with fewer surprise bills, and most of what you need day to day.
Best: All of the above, plus advanced security (like compliance support, password manager tools, etc). It's usually a great way to reduce incidental bills. However, waiting to see if you need all of that is a smart choice. Unless the IT provider focuses on your industry, chances are their best plan is bundled with features and services you have no use for.
3️⃣ Break Fix: No monthly plan. Just fixes when stuff breaks and you're on your own for emergencies, planning, monitoring, and more.
🤓 Burak's Recommended Option?
If you have picked an IT partner you align well with, chances are they will offer good, better, and best plans. My recommendation would be to go with the middle option (better plan).
You can see where things are in six months and ask yourself: what were you were promised on the proposal and how it worked out in the real world. Furthermore, this will signal that you value your technology, outcomes, and cost, letting them know they need to remain helpful and keep earning your trust.
🚨Gotchas and Surprises: What's NOT Included?
It's always a good idea to ask what DOES NOT come with your plan. Knowing what to expect on incidental bills is paramount when you calculate costs. Most support plans won't include the following:
Cost of computer, network, and other hardware
On site visits
Software licensing
Small projects (replacing computers, on-boarding or off-boarding employees, etc.)
Large projects (moving your office space, implementing a new tool or service for your entire team)
Helping with anything else besides email, cloud, and computers. These often include phone systems, websites, conference room setups, and etc.
☝️ What Should You Watch Out For? Falling Into the Fine Print Trap
Most IT companies and the plans they offer will have requirements you need to meet. These may not be discussed and can be buried in the paperwork. Expect requirements such as replacing your hardware every 3-5 years, following instructions provided by the IT technician instead of taking steps you find easier, having to meet certain minimum user or device counts, and more. If you ignore these, your supposedly "all in" plan suddenly doesn't cover you. Always check your responsibilities before you sign. If there's a requirement you don't like (for example, ditching old faithful laptops), get clear on that up front.
Last but not least, most IT providers limit their liability to the amount you pay them for services. That’s why it’s critical to choose a mature IT partner with the right systems and resources and to carry cybersecurity insurance in case something serious happens.
🫵 Who's This Advice For? Is an IT Plan Right For You?
As long as you're clear on what you're getting and it meets your business needs, managed IT plans are a great way to delegate your technology and have a peace of mind.
If you are a one or two-person shop rarely needing help, or you're happy DIY’ing solutions, break fix could be enough (with all the risks that brings). But for creative businesses juggling multiple projects, staff, and deadlines, a clear, right fit plan isn't just nice it's a lifesaver.
🧭 How to Be a Confident IT Shopper: Next Steps
Always ask, "What's not included?" and "What's my responsibility as the client?" Get quotes from several providers, and beware plans priced way below or above the others both can spell trouble (either with service quality, or wasted cash). The real win? Use your plan. Attend review calls, bring up wish lists, and get your money's worth. IT support is a partnership, not just a phone number for emergencies.
If you take away anything, let it be this: Never buy what you don't understand. A clear contract builds trust, not headaches. Confidence makes you a better shopper and makes your IT partner step up, too.