IT Support Costs in 2024: What Should You Be Paying?
One of the most common questions we hear from Birmingham businesses is "What should we be paying for IT support?" The answer depends on several factors, but this guide will help you understand typical pricing and what affects costs.
IT Support Pricing Models
Per-User Pricing
The most common model for managed IT services. You pay a fixed monthly fee per user (employee using IT systems).
Typical range: £45-120 per user/month
What affects the price:
- Service level (business hours vs 24/7)
- Response time guarantees
- Included software and security tools
- On-site support frequency
Per-Device Pricing
Some providers charge per device (computers, servers, network equipment) rather than per user.
Typical range: £25-80 per device/month
This model can be cheaper if users have minimal devices, but more expensive if you have multiple devices per person.
Tiered Packages
Many MSPs offer bronze/silver/gold tiers with different service levels and inclusions.
- Basic tier: Monitoring and break-fix support
- Standard tier: Proactive management and helpdesk
- Premium tier: Strategic support and comprehensive security
Break-Fix (Hourly)
Pay only when something breaks. Seems cheaper, but usually costs more over time. We've written more about the warning signs that break-fix is failing your business.
Typical range: £75-150 per hour
What's Included in Managed IT Support?
Always Included
- Remote helpdesk support
- System monitoring
- Patch management
- Basic security tools
- Backup monitoring
Usually Included
- On-site support visits
- Microsoft 365 management
- Network management
- Security awareness training
- Quarterly business reviews
Often Extra
- Hardware procurement
- Project work
- After-hours support
- Advanced cyber security tools
- Compliance services (e.g. Cyber Essentials Plus)
Factors Affecting Your IT Costs
Company Size
Larger companies benefit from economies of scale. Per-user costs typically decrease as user count increases.
Industry Requirements
Regulated industries (healthcare, finance, legal) require additional security and compliance measures, which adds to the monthly cost.
Current IT State
Businesses with outdated systems may need initial investment before moving to managed services. A cloud migration is often part of that initial modernisation. An IT consultancy review can scope the work before you commit.
Location
London and South East typically cost 20-30% more than Midlands and North. We cover Birmingham, Solihull, Coventry, and Worcester.
Complexity
Multiple offices, remote workers, or complex line-of-business applications increase support needs. Remote teams also need specific security measures that add to the scope.
Red Flags in IT Pricing
Too Cheap
If a quote seems too good to be true, it probably is. Ultra-low prices often mean:
- Offshore support with language barriers
- Slow response times
- Cutting corners on security
- Hidden fees for "extras"
No Fixed Pricing
Vague pricing that varies monthly makes budgeting impossible and creates incentive for the provider to rack up hours.
Long Lock-In Contracts
Be wary of 3-5 year contracts with heavy exit penalties. Good providers don't need to lock you in.
What Should You Expect to Pay?
For a typical Birmingham SMB with 20-50 employees, expect to pay:
- Basic managed services: £50-70 per user/month
- Comprehensive managed services: £80-120 per user/month
- Enterprise-grade (regulated industries): £120-180 per user/month
Example: 30-User Company
| Service Level | Monthly Cost | Annual Cost |
|---|---|---|
| Basic | £1,800 | £21,600 |
| Standard | £2,550 | £30,600 |
| Premium | £3,600 | £43,200 |
Getting Value for Money
Define Your Requirements
Know what you need before getting quotes. Consider:
- Response time requirements
- After-hours needs
- Compliance requirements
- Growth plans
Compare Like-for-Like
Ensure quotes include the same services. The cheapest quote often excludes essentials.
Check References
Ask for references from similar businesses in your industry.
Review the Contract
Understand exactly what's included and what costs extra.
LeapIT Pricing
We believe in transparent, all-inclusive pricing. Our managed IT support for Birmingham businesses starts at £75 per user/month and includes:
- Unlimited remote and on-site support
- 15-minute response time
- Microsoft 365 management
- Cyber security tools
- VoIP and Teams telephony
- No lock-in contracts
Want to understand what's right for your setup? Meet the team or get a custom quote based on your specific requirements.