I'm currently providing IT services for a small law firm, which is my only client. I've built and maintained their FreePBX VOIP server that manages about 40 extensions—though only around 20 are active at any time. We handle incoming calls through POTS lines and outgoing via VOIP.
On the data side, I've set up fiber to a PfSense Firewall, which connects to both a managed and an unmanaged switch, separating the network into three VLANs. Each of the 15 users has secure access through WireGuard and OpenVPN, which I also manage.
For security and monitoring, I run PfBlockerNG and NTopNG with alerts sent to me. Their file sharing is via a 10-bay Synology NAS, and I maintain approximately 15-20 workstations and personal laptops as well. Backup systems are in place using Macrium Reflect for workstations, with additional backups for the NAS and VOIP.
Right now, I charge them $450 per week and anything extra, like materials for projects, is not included in that fee. I haven't raised my rates in about four years, but I want to know if this is still reasonable. I'm based in Southern NH, about an hour north of Boston, and I've even duplicated their network at home to troubleshoot without impacting them. Should I consider adjusting my rates?
4 Answers
Your rate really depends on your local market and the level of service you provide. In some areas, you might see anything from $50 per user per month for basic support, up to $400 or more per user for high-end services like those offered in big cities. In your case, it seems like you might be undercharging based on the complexity of your setup and the responsibilities you handle!
Just curious, why haven’t you expanded to more clients? You mentioned 'we'—is this a joint effort?
Consider raising your rates gradually. For $450, if you're spending more than 12 hours a week supporting them, you might be undervaluing your time and effort. Aiming for around $75 an hour on average could keep you competitive while also increasing your income as you take on new clients.
Since they’re your first client, it’s normal to offer them a great deal as you’re building your reputation. But if you've been handling everything smoothly, it might be time to think about scaling up your fees, especially when bringing in more clients.
Thanks for the insight! I guess I'm just worried about pushing my luck since they've been my only client for so long.