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.