Let’s cut to the chase—IT support pricing isn’t always clear-cut. And yes, it can feel like pulling teeth just trying to get a straight answer. If you’ve already gathered a few quotes and are wondering why they range from “surprisingly affordable” to “how is this legal?”, you’re not alone.
Here’s the thing: IT support costs vary wildly because no two businesses are the same. What a five-person accountancy firm needs isn’t remotely comparable to the setup required by a fast-growing e-commerce brand with remote staff, stock systems, and constant customer data flow.
So let’s break down the main pricing models—minus the jargon and sales pitch—so you can compare options with a clearer head.
1. Pay-As-You-Go (aka Ad-Hoc or Break-Fix)
This is the classic “call us when something breaks” model. You don’t pay anything up front—just a fixed hourly rate when you need help.
Pros:
No ongoing commitment.
Feels cheaper if you rarely need support.
But here’s the catch:
It’s reactive. You're basically gambling that nothing major goes wrong.
Costs can spike unexpectedly—especially during emergencies or after-hours issues.
No proactive monitoring or cybersecurity protections.
Think of it like calling a plumber when the boiler breaks instead of getting it serviced regularly. It works—until it doesn’t.
Explore more in our guide to Break/Fix vs Managed IT Support: Pros and Cons
2. Managed IT Support (Monthly Packages)
This is the “peace of mind” option. You pay a flat monthly fee, and in return, you get ongoing support, monitoring, updates, and often cybersecurity services.
Why businesses love it:
Predictable costs.
Proactive support—fixing problems before they snowball.
Often includes patching, backups, antivirus, and helpdesk support.
What it might not include:
Project work like setting up new offices or migrating email systems.
Emergency callouts (some packages include them, some charge extra).
Support for out-of-scope systems or software.
Real Talk: Managed IT support is a bit like car insurance. You don’t just want help after the crash—you want to avoid the crash in the first place.
3. Per-User or Per-Device Pricing
Many Managed Service Providers (MSPs) price their services based on how many people or devices they’re supporting. This makes things scalable—if your team grows, your support scales with you.
Per-user pricing is great if:
Staff have multiple devices.
You want support tailored to the individual, not just the tech.
Per-device pricing might suit:
Static environments where you can count exactly how many machines need coverage.
Either way, make sure you’re clear on what’s included. Is it just remote support? Does it cover onsite visits? What about mobile devices?
So... How Much Should You Actually Expect to Pay?
Let’s talk ballpark figures:
Ad-hoc support: £75–£120 per hour
Managed IT services: £30–£100+ per user/month
Project work: Usually quoted separately—ranging from a few hundred to thousands, depending on complexity
But beware the temptation to just pick the cheapest option. The lowest quote often skips essentials like cybersecurity monitoring, backup management, or guaranteed response times.
And let’s be honest—you’re not just paying for IT support. You’re paying for less downtime, more productivity, and peace of mind.
What Should You Be Looking For?
When comparing IT support providers, price is just one piece of the puzzle. Also consider:
Response times: Are they reactive or genuinely proactive?
Cybersecurity: Are they protecting your business or just waiting for problems?
Scalability: Will they grow with you or hold you back?
Transparency: Are the contract terms clear, or are there gotchas?
Ultimately, good IT support should make your life easier, not more complicated. It’s less about fixing stuff and more about making sure things don’t break in the first place.
Need help making sense of your quotes? Or just want a straight, no-pressure conversation about what support should really cost?
Let’s talk. No jargon. No pushy sales pitch. Just clear advice.
