Should We / You Charge For Remote Technical Support?

Curious about what other integrator's are doing, in terms of remote support. As our industry evolves, we are more than ever an IT company, rather than a security installer.

We typically dont charge for remote technical support. However, its becoming more frequent and more demanding of our in-house resources. For instance, if someone needs help with a password or instruction on pulling recording footage, not a huge deal. However, when someone requests something more time consuming, should we be billing?

We charge $150 Service Fee (Truck Roll), which includes the first half hour, then $95/hour for on-site support/service. In comparison, our IT provider charges a flat $150 per hour, whether on-site or remotely.

Curious as to what other integrators are doing, and what limitations they establish on the extent of remote support provided.

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*, **** ******** / *****!

*** ******* *** ******** *** ****** *******. ** **** *** every ******** *** ****? *** *******, **** ** ****** ** they *** ******* *** ******** **** ** ** *** **** a *********** ********? ***** ** ******?

** *****'* ******* *** ****** ******* ** * **** ****, since ** *** *** ************* ** *** **** ** * significant ***** *********** ** *** ****** **** - **** **** it.... **** ** ******* ** ********* ********, ****** **** *********. And, **** ** ***** **** ** ******* ** ******** **** most ******** *******, ********* **** **** ********* *** ** "**** recorded *******" *** **** ****.

**** ***** ****, *** ** *** ********** ** *** **** there **** ** ** ****** ****** *** ****** ******* ***** the ******* ************. *** *****, **** *** **** * ****** net *** **, *** ******* **** **** ** ****** **** to **** *********.

**** ***** ****, *** ** *** ********** ** *** **** there **** ** ** ****** ****** *** ****** ******* ***** the ******* ************.

** *** **** ** ***** ****** ***** **** ** ****** increments ** **** ** * *** *** *** ****** ******** because ** *** * ********* ***... **** **** *** ****** our ********** **** ***** *** ** ** ****** * ******* of *** ****... *** *** **** **** ** **** ****** away **** ******** *** ***** ******* ** ****, *** *** a ******** ****** ** ********* *******... ** ** ** ********* much ****** **** ** ******* ***** ******* ** ***** ** adjusting ****** ******** **** ** ***** ****** ***********... ********* ********** the ****** ******** **** ** ******** **** ****** ******* ****** than ****** ** **** *** * ***** ****...

** **** ******* (* ******* ***) *** ****** ******* *** some ****. *** **** ****** ***** ** *** ****** ******* the **** ********* ** **** ** ******** ******* **** ******. Along **** **** ***** *********, *******, ********* *** *** ***** to ********** *** ***, ********* ***** ******** ** *** *** and *** ********* ***. ***** *** *** ** ***** *** less **** * ***** ****, ** ** * **** **** has ** ** *********. **** + ****** = ***** *****.

****, **** ******.

** ** ********** *** ***** ** **** ****** ********* ******** away *** ****, ** ***** ** ****** ** * ********* / ***** ************** (*.*., ** *** ** **, ******* **). Also, ******** * **** *** ** **** ********* ***** *** upgrade / ********* ********, ******** *** **** ** ******** ****** technical ******* ** *** ******.

****** ** ******* ***, ****, ** *** **** ***** ************ manufacturers **** ****** ********* ******* **** *** ****.

"****** ** ******* ***, ****, ** *** **** ***** ************ manufacturers **** ****** ********* ******* **** *** ****."

*********** ***, *********** **. ** **** **** *****, * **** counter ****** *** **** ***** * **** *** ***** ** technical *******, *** **** ** *** *******, *** ***** **** up **** *** ******* **** ***** ** ****** ** ****. Everything ***** *****, *** ** *** ***'* ******* *** ** some ***, *** **** ***** *** ******* **** ********* **.

*. * ***** **** ******* ** ******** ** *** ************ for ****** ******* **** ** ******** *** **** ******** **** going *****, *** ****'* **** **. (** *** **** ****, I ******'* ***** ****** *** **** ******* $** ** ****, either.)

*. ** *******. ** ******* ***** ******* ** *** ******* service *****. **** *** ******** ** **** ******, ** ****** hourly. *** **** ******* ** **** ******** ***** ****. ** you're ******* ** **** ***** ***** ** ****** ***** * person's **** ****, **** *** ****** ******** ****** * ****** full **** ********* ** ** *** ****** ************* ** ***** cost (*** **** * ****** *****) ******* ** ****** ******* company **** ****** **** (**** ****) *** *** ** *******.

*** **, ** ******* ** *** *******. ** **** *** a ****** *** *** ** ********* ******, *** ** *** monitoring ***** ******. **** ** ** *** ****** *** ****** support ***** ** ***, ***** **** ** **** ** ** min **********. ** **** *** * ***** ** ****** ******** with ** ***, ** **** ** ** *** ********** ******** when ** ******* ** ***** **. **** ** *** ******** are *** ********** ***** ****** ******* *** *********/******/**********, ** **** our ********* ** *** ***** ******* ******* **** *** *** them, ** ** ***'* **** ****** * ****** **** *******. If **'** ** ***** *** **** **** ** ***, **'* typically ******* **'** ******* ** * ***** **** ******* *** them *** **'* **** * ******* **** *******. *** *****, we *** **** ******** ** **** ****** *** ********, **** again ** **** ** * ******* **** ******* ** ** bill *** **.

** **** ***** ******* *** *** ****** *********** ** ******** systems ********. ** **** ** *** **** *******!

*** * ***** *** ******. ** **** * ******* ********** service ********* ****** $** *** ****** ** ******* *** ***** school ******** **** ** **, ** ** ***** ** ****** to ****** *** **** *** *** ********. * **** ***** inside ** **** **** **** ***** *** *** **** *** they *** *** *****. **** ** ***** ** ** *** long *** ** ******* *** ******* *** *******. **** ** see * **** ***** ***** ** ** *** ** *** able ** ******* *** ******* *********** ****** * ***** ********. We **** **** ***** **** **** ** *** ********* **** someone **** ***** ***** ******* ** **** **** ********** ** running ********* ***** ***** ***** * ***** ** ** *** we *** **** ** *** **** *** **** *** ********** service ** **** ***** ****. **** ****** ******** ** ** have * ***** **** ***** *** ***** ******** ** **** can **** ***** ** *** ****** ** ****.

*****, ******. ** *** ****** **** $** *** ****** (*****, year?) ** ** ***** ********** ***** ****** *** **** ** time **?

***** $** *** ****** *** *****. ** *** ****** ** out ** ******** **** ** ****** ** ** *** *** fix ******** *** ******. **** ***** * ****** ****** ****** or ***** ** *** ****** **** **** *** ******** * service ****** ** ****. **** **** ***** ** **** **** the ******** ** ***** ** ** ****** ** ******* ***** VPN ***** ********* *** ** *********** ** *** ** ****.

**** ** **** * ******** **** ** **** ** * system *** ******* ****** ****** *** ************. (******)

**** * ******** ***** ** ** *** ******* ****** ** ask *** * **** *** **** ****** ** ******* ****** for *** '*'.... ** ********* ****** ** ** *** ****** to ******* *** ******** *****.... **** ******** **** ***** **** the ****** *** ******** *** ** *********** *** *** *** in ***.

***** ** *** ************* ** **** ** *** **** ***... we **** **** **** ******* ******** ***** ***** ** *** system *** ******* ** *******.

********* ** **** ******** **** **** ********* * ****** **** will *** ** *** *** **** **** ******** *** ** the ******. *** *******....**** *** **** ********** ****'* ** ** cams *** **** *********.... **** **** ** ****. ** *** we *** ****** ** **** **** ****** *** *** ** handle *** ***** **** **** *****...***** ** * ****** ****. We **** **** ****** ** ************* ** *** *** *** to ********* *** **** ********.

*** ***...** ** *** ****** *** **** **********.... *** ** are ****** ********** *** **** ******* *** ******** *** ****** schedules ** ****** ** * ****** ** ******.

******** #*, ** *** ******** ****** ******** ** ***?

- ** ***** ********, *** *** ******** ***** **** ********* that ***** ***** ********, ********* ** ******. *** ******'* ****** them *** * ******* **** ******, *****?

- ** *** ***** ********, *** **** ** ***** *** long *** ******* **** ** ****** ** ****. ***** **** them * ***** ******* ******* **** ** ****** *** *****. After ****, *** ***** ****** * ******* **** ******* ** your ****** ****** **** (** * **** ***?).

******** #*, ** *** **** * ******* **** ****** *** client ** ****-**** ***** *** ******* *** *****? ***** ***** a *&* **** ** **** *******. ****, ****** ** * long *** ******* *** ***** ******* ***** ****** **** ** comes ** ********** *****.

- ** **** *** ********* ****** ** ********* *******: ********** DVR/NVRs *** ** ******** *** *******. ** **** ******* ** front ****** *** ***** ******* **** ********** ******* *** **** harder ** ******** *** ******** ***** **** *** ******** ******. We **** **** **** ** **** ***** **** ** **** and ***** ** **** **** *** **** **** ******* ** their ***** ********. ***** ****, **** ******* ***** ** * paid ******* ****.

******** #*, **** *** ************ ***** ******* ** ****? **** major ************* **, *** ***** * ***** ******** ***'* ** can't. ********* ** **** ****** ****, **** ************ ***** ** able ** ****** **** ** ***** ****.

- ******* ******** *** **** ****** ***** **** ******* *** the ******** *******. ** **** ** *** ****** ********* *** help, ** *****. ** ********* **** ***** *** ********* *******, which ** **** **** ****, ** *** ***** *** **** US ***** *******. ***** *** * *&* ******* ** ***** website, *** *'** ***** **** **. *** *** ****** **'** had, ** ****** ** *** ** ***** ************ *** ****.

***, ***, ****'* *********** ***** ***** ****** ** ** *** support ** ** ******** *******. ******* ******* *** **** ******* from *** ******** *****, *** **** ** **** ** **** about ****? *** **** ********* ** ** *** ******* ***** weight?

**** *** ************ ***** **. *'** ***** ******** * **** of ********* ** *******. ** **** ***** **** ** ** very ************ *** *******. *** **** ***** ***** ***** ** they ****'* ** *** **** ****, ** ***** ** * small ***** ** *******.

** *** ************ ***** ******* **** *** ****, ***'* **** taking **** * ******* ****** **** *** ***********?

** ********** **** ****** ***** ** ********** *** *************- ***********- end ***** **** **** *******.

** ****: **** = ** *****, ************* ****** **** = integrators ****** *** **** *** ****** *** ***** **** * monthly ******* ******** ** ****** *** ***** *******.... **** **** an ********.

** ***** *** **** ***** ** ** ***** ** * truck ****. ** *** ********, ** ****** *** ** ***** some ******** *******. ** *** ** *** ******* *********, ** charge *** **** ***** ********. ** *** *******, **** ** at * ******** ***** ****, **** **** ***** *** ** get **** ****. *** *** ** *****, ** ***** ***** charge ******* *** * * ****** ***** ****, ***** **** nickel *** ******. ** ** **** ** **** * ***** after ******** ** ******* ** *** *****, **** **** *** going ** ****** **** *** *** **** ** *** *****. Our ******* ***** ***** **** ** *** **** ****.

* *** * *** ** *** ******** ****** ** ** to *** ******* ******** *****. ** ***** ** ***** **** I **** ** *** ** ** *** ** *** ********* a ******** ******** ** ******** ************ *** *** **** ********. Unfortunately, ** *** *** ** *** **** **** *** ** can't **** ****** ***** ** ***** ** **** ***** ** provide ******* *** **** **** *** **** ** *** ******.

**** ** ****** * ******* ******** ********** ****** *** *** 90's **** *** ***** ** *************: **, ****, ******, **** from ******** **** ***** *******, *** **** *** ***** * person-to-person ******** ** *** ** *** *******, ** ******** *** support. ****** ***** ** **** **** *** **** ** *** consumer ** *********** **'* *********** *** ******** *** *******, *** they ********** ***** *** ******** **** **** ** **** ******* costing *** **** *********** *******/******* **** *** ***** *** ** log **** ***** ***. ** ************* ******* ******** ***** ******* only ** **** ***** ** * ******** *******, ****** ********, period, *** ** ***** *** * ******** ***** ** ** might ** * ******** ** ******** *****, ** ***** ************ the ****** ** ******* ********* (******* ** *** **** *******). People *** ********** ******* **** ************ ******* *** *** ******* stuff ******* * **** ******** ** *********** *** ***** ** tech ******.