@Breffni-Potter said:
I guess I view the support as more of a commodity. Rather than bespoke, Conversely if someone wants an out of scope support package, the conversation will be had then.
We very specifically do not reference ourselves as a MSP. We open conversations with prospective clients that we are not the cheapest per hour. Ever.
We also refuse to sell blocks of time per month or such. That will only ever come back to bite someone in the ass. Either you will lose because extra problems occurred and fall under the scope of work, or, more likely, the client will lose because you did not perform X hours of work in the month and they still paid for it.
We bill by hour period. We tell our client, there will never be a month with no work as everything needs checked occasionally, but if nothing is wrong, that will be minimal time.