You ask three IT support providers for a quote and get back three numbers that look nothing alike, with no obvious way to compare them. One prices per user, another per device, another gives you a single fixed monthly fee. Without understanding what sits behind each model, it is almost impossible to tell whether you are comparing like for like, or whether the cheapest quote is actually the cheapest option once you factor in what it leaves out. This is one of the most common frustrations we hear from SME owners in Greater Manchester, and it usually comes down to not knowing the right questions to ask.
Per-user pricing
Per-user pricing charges a flat rate for each employee covered, regardless of how many devices they use. If someone has a laptop, a desktop monitor setup, and a mobile phone all needing support, it is all included under their single user fee.
This model tends to suit businesses where staff use multiple devices, or where the number of devices changes often (a new laptop here, an old desktop retired there) because it removes the admin of tracking every piece of hardware. It also scales predictably: if you hire five more people, you know exactly what that adds to the bill.
The thing to check is how "user" is defined. Some providers count only staff who log into company systems directly, which can exclude warehouse staff, reception, or shared-device workers who still need support when something goes wrong.
Per-device pricing
Per-device pricing charges for each piece of equipment covered: each laptop, desktop, server, and sometimes network kit like routers and switches. This suits businesses with a stable, well-defined set of hardware, particularly where devices are shared between staff, such as shift workers using the same terminal, or where you have more devices than people (think manufacturing floors with dedicated machine-side PCs).
The risk with per-device pricing is that costs can creep up quietly as your IT estate grows. Every new server, every additional monitor-connected workstation, every spare laptop kept for cover, all add to the invoice. It is worth asking providers for a full list of what counts as a billable device, because definitions vary, and some will quietly include things like printers or smart displays that you assumed were free.
Fixed-fee pricing
A single flat monthly fee for all support, regardless of user or device count, sounds appealingly simple, and for genuinely stable businesses it can be. But it only works in your favour if your headcount and hardware estate stay roughly static. Fixed fees are usually built around an assumed baseline, and most contracts include a clause allowing the provider to revise the price if your business grows significantly, or if the scope of support changes.
The real question to ask with fixed-fee quotes is not "what does this cost now" but "what triggers a price review, and how is that calculated". A provider who cannot answer that clearly is one to be cautious of.
What the headline price hides
Whichever model a provider uses, the number on the quote only tells you part of the story. Before comparing prices, find out:
- What response times are guaranteed, and whether that differs for critical issues versus minor ones.
- Whether out-of-hours and weekend support is included or charged separately.
- Whether cybersecurity basics, such as patching, antivirus and backups, are bundled in or sold as extras.
- What happens when you need a site visit rather than remote support, and whether that is capped or charged per callout.
- Whether onboarding new starters and offboarding leavers is included as standard.
Two quotes that look identical on price can represent very different levels of actual cover once you factor these in. A cheap per-user quote that excludes security patching and charges extra for every site visit can end up costing far more over a year than a slightly higher quote that bundles everything in.
Choosing the right model for your business
There is no universally "best" pricing model, only the one that fits how your business actually operates. A professional services firm with one laptop per employee and little hardware turnover will usually do well with per-user pricing. A business with a mix of shared workstations, servers and network equipment may find per-device pricing more transparent. A stable, small operation that wants budgeting certainty might prefer fixed-fee, provided the contract is clear about what triggers a review.
The best way to compare quotes properly is to ask each provider to break down exactly what is and is not included, rather than relying on the headline monthly figure. At Valetech Solutions we price our managed IT support clearly from the outset, so Greater Manchester businesses know exactly what they are paying for and why, with no surprise exclusions buried in the small print. Get in touch with Valetech Solutions to talk through what a fair, transparent quote should look like for your business.