Most other technical support
groups are using either a "per minute" charge or a "per incident" fee.
The "per minute" charge makes it very difficult to take the time needed
to thoroughly understand the question, do any needed research and
explain the answer so the client fully understands without feeling he
is being gouged on the charges. A "per incident" fee seems unfair when
there is a simple answer to the question, so clients must guess whether
the call is worth the cost.
The subscription format
allows us to take the time needed to answer your questions, whether
they are simple or need a little research and a long explanation. Our
goal is to help your shop run more profitably and with less