Some tech support companies might offer to do regular preventative maintenance when visiting their clients, or they schedule out these visits out regularly on specific dates and times. This is so the technician can fill up their day with as many on-site client visits as possible. When the tech visits your office, they usually have a block of time to complete a series of proactive maintenance tasks to keep your IT running well. This sounds pretty good so far, right? Unfortunately, the tech usually doesn’t have the flexibility to go over the allotted time, especially without getting approval to bill you. The real kicker is that if the tech finishes the tasks early, they are often instructed to just find other things to do to fill the block of time, or even worse, just move on to the next client. You’ll still pay whether you get your hour or if it only takes the tech 15 minutes.
Tech support companies love this model because it gives them guaranteed billable hours and they take no risk because if you need more help, they simply bill you by the hour.