Managed IT Services Schedule of Fees

Last Updated: March 13, 2023

Work Types
For all clients, the following work type rates apply:

Examples

Example #01 (“Established, Urgent”)
A small company has five employees who require occasional support. As such, they are subscribed to the Established plan.

They call Hartmann Industries to remotely fix an urgent printer issue. As it disrupts their business, they ask us to move their ticket to the top of the queue. It takes one hour to resolve.

◦ 1x Remote Support Hour = $140
◦ 1x Emergency Ticket Upgrade = $500
◦ Total = $0 (Covered by Unlimited Support in Package)

Example #02 (“Established, On-Site”)
The same small company from example #01 needs a server installed at their office. It takes two hours to install on-site, plus two hours to configure remotely.

◦ 1x On-Site Support Hour = $500
◦ 1x Call Out Fee = $75
◦ 2x Remote Support Hours = $280
◦ Total = $575 (Remote Support Covered by Unlimited Support in Package)

Example #03 (“Growth, Urgent”)
A law firm requires immediate assistance as its server is offline during tax season. The issue takes 45 minutes to fix and is completed remotely. There is no extra charge for urgent tickets for Managed IT clients.
◦ 0.75x Remote Support Hours = $105
◦ Total = $0 (Covered by Unlimited Support in Package)

Example #04 (“Growth, On-Site”)
The same law firm from example #03 needs two desktops installed and requested a technician comes on-site. It takes 30 minutes to install on-site, plus one hour to configure remotely.

On-site support has a one-hour minimum.

◦ 1x On-Site Support Hour = $250
◦ 1x Call Out Fee = $75
◦ 1x Remote Support Hours = $140
◦ Total = $325 (Remote Support Covered by Unlimited Support in Package)

FAQ

What is covered under help desk support?

You will find a detailed list in your Agreement. Some examples of items that are covered under Help Desk support are:

◦ Problems with Outlook connecting to the server
◦ Excel not opening properly
◦ New users (on existing computers)
◦ Cancelling users

What is 24/7/365 monitoring and support?

For clients on our Managed IT Packages, our remote monitoring and support application will be configured to monitor and alert our support team for things that could potentially cause issues on your network (e.g. hard drive errors, disk space usage, anti-virus problems, etc…)

We keep a 24/7/365 rotation of telephone receptionists and remote engineers. This includes all federal and state holidays.

What about preventative maintenance?

For clients on our Managed IT Packages, we perform regular maintenance (e.g. clearing excessive log files) on your servers and workstations in line with our best practices to make sure they are kept in top condition.

How do call out fees work?

All clients pay a baseline “call out” fee for each occurrence that a technician is dispatched to your physical office or location. This fee is exclusive of the total number of technicians dispatched.

What are the guaranteed response times?

All issues from clients on our Managed IT Packages are managed through our help desk as follows.

How do we receive our invoices?
If you choose a Managed IT Package, you will receive your monthly invoice a few weeks before the start of the month. As Managed IT Agreements are a pre-paid agreement, this gives you a few weeks to organize payment.

Can I mix and match Managed IT packages?
Yes, some clients may mix and match IT packages depending on their intended use case, user count, and Governance, Risk, and Compliance (GRC) strategies. For example, we will not allow a healthcare facility (HIPAA) to mix and match the “Growth” package for the doctors and “Startup” for the nurses, as the “Startup” package does not have the tools necessary to maintain HIPAA compliance.

Comparatively, a fast-growing restaurant chain may want to use the “Established” plan as its baseline and give its select few executives a “Growth” package to take advantage of more extensive productivity tools in Microsoft 365. In this case, Hartmann Industries will approve the mix and match request as the overall impact on the organization is low and does not jeopardize productivity, security, or availability to mix and match.