Ad Hoc Support
Ad Hoc support is just as its name suggested, you call the IT provider as and when you have an issue and needed support. The IT provider will then check whether it has the manpower to send over to you. In this model, you pay by per job or issue, there is no other commitment from either party. This is reactive type support, and as there is no commitment, the IT provider may decide not to take up the job, and you have to look for other IT providers when this happened. Lastly the charge per support hour is high compared to the models.
No upfront financial commitment
High per support hour charges
No commitment from the IT provider too
May not be able to get support when you need them
Support is reactive
This goes a step up from Ad Hoc support, now you have some form of commitment from both you and the IT provider. You commit to an upfront payment of a certain amount for X hours of support and in return, the IT provider commits to taking on your case when you called them. Typically the more hours you purchase, the lower the cost per support hour will be.
Each time you called the IT provider for support or when the IT provider comes down for maintenance support, the hours are deducted from your pool of support hours.
This support is still very reactive and the response time for this model is usually based on best effort or the next business day no matter how urgent your issue is. The IT provider may charge an “emergency fee” if you want immediate support while on the bundle hours model.
Lower per support hour rate when purchasing large amount of support hours
Upfront lump sum payment
Response time is not committed, even for emergency issues.
Support is reactive
On this model, you have a high level of commitment between yourself and the IT provider. The managed IT service provider job is to ensure all your IT needs and support are taken care of and takes proactive action to reduce possible downtime for your company’s network.
Depending on the managed IT service providers, some of them have
Response time is guaranteed by IT provider
Proactive action is taken to reduce downtime
Managed your IT asset, documentation and planning
Higher cost when compared to the Ad Hoc and Bundle Hours model
May need to standardize your network to the IT provider’s requirement level