How do you feel about remote hand support? From the POV of a customer or a provider? What is the best pricing(per hour) according to you for mutual benefit?
Where no one is at a loss, you know? Striking a balance?
Does per hour seem good? Or should there be new ways to look at remote hands.
In my experience, having worked as a NOC Technician and also being a colocation customer, I believe the most equitable billing method for remote hands services involves a 15-minute minimum charge, increasing in 15-minute increments. This model benefits both parties significantly.
From a customer’s perspective, this approach makes financial sense for smaller tasks like reboots or hard drive swaps. It prevents the burden of a hefty bill for minor interventions. For providers, this pricing strategy can be more lucrative in the long run. A lower fee for a 15-minute slot is more attractive to customers, likely leading to a higher volume of these shorter tasks. This can result in increased overall revenue, as the frequency of these smaller tasks could outweigh the income from fewer, longer tasks.
Just my two cents.