How Much Should Local IT Support Cost (with Pricing Benchmarks)

If you run a UK business with 10–200 staff, you probably get charged for IT support more than you like to think about. The real question isn’t just the price tag — it’s what that price actually buys you: fewer disruptions, predictable budgets and the confidence that someone will pick up the phone when servers die on a Monday morning.

Simple answer (read before you sign)

Local IT support in the UK typically falls into a few billing styles: hourly, per-user/month (managed services), per-device, or fixed-price for projects. Expect to pay more in London and the South East, slightly less in the regions. Typical market ranges are:

  • Remote hourly support: roughly £40–£80 per hour
  • Onsite engineering: roughly £65–£120 per hour
  • Managed service (per user per month): roughly £30–£90 per user/month
  • Per-device support: roughly £15–£50 per device/month
  • Project or day rates: roughly £350–£900 per day

These are working benchmarks from conversations and bids across towns and cities here in the UK. Use them as guides, not gospel — vendors’ inclusions vary wildly.

How pricing models actually change behaviour

Charging by the hour incentivises reactive work: fix it now, bill now. Managed services (per-user or per-device) incentivise stability — the provider gets paid the same whether a machine fails once or a hundred times, so prevention makes commercial sense. Project pricing is useful for one-off installs, migrations or upgrades, but watch scope creep.

What should be included in a fair price?

When you compare quotes, don’t just look at the bottom line. Ask whether the price includes:

  • Remote support and a guaranteed response time (specify business hours vs out-of-hours)
  • Onsite visits and the hourly rate for those visits
  • Onboarding and device audit fees (often a one-off charge)
  • Patch management, antivirus and basic monitoring
  • Backups and recovery testing (not just backups but proof they work)
  • Regular reporting and account review meetings
  • Clear exclusions: licences, hardware, third-party vendor fees

Benchmarks by business size

Smaller businesses (10–50 staff)

For this size, many providers price per user or on a simple mixed model. Expect higher per-user rates because the fixed overhead of support doesn’t scale down. A sensible small-business deal might be £40–£70 per user per month including remote support, basic patching and backup, with an onboarding fee of one to two months’ worth of fees for setup and inventory.

Mid-sized businesses (50–200 staff)

As headcount grows, per-user costs typically come down. For 50–200 staff you may see £30–£60 per user per month for a robust managed service, with clearer SLAs and regular account management. Project work (migrations, new site builds) often moves to day-rate contracting or fixed scope fees.

Hidden costs that sneak up on you

Cheap offers often exclude the things that matter:

  • Out-of-hours response — expect higher charges for evenings and weekends
  • Onboarding and discovery — get the price for the initial audit in writing
  • Third-party licences and cloud subscriptions — these are usually passed through at cost
  • Data recovery after a failed backup — it’s expensive if the provider didn’t test restores
  • Travel time for onsite engineers — some providers bill travel outside a local radius

How to compare quotes sensibly

  1. Ask for a clear scope and a sample SLA: define response times and relieve ambiguity.
  2. Break down costs: support, licences, projects, one-off onboarding.
  3. Check who does what in-house vs outsourced: where responsibilities start and end.
  4. Request references — ideally local businesses you can call (many providers will supply them).
  5. Look for a trial or a short-term pilot with defined outcomes.

Negotiation levers that actually work

If a price feels high, you can often negotiate:

  • Longer contracts for lower monthly rates (but don’t lock into 3–5 years without exit clauses)
  • Limit scope: start with core services and add extras later
  • Use capped incident bundles or pre-purchased hours at a discount
  • Agree service credits for missed SLAs rather than vague promises

Red flags on a quote

  • Vague SLAs: “fast response” with no timescales
  • No onboarding or discovery — you’ll discover problems and pay later
  • Blanket exclusions for security or backups
  • Unwillingness to show a sample contract or references

Local realities — what I see on the ground

Working with businesses across the UK, from regional offices to city-centre firms, the pattern is familiar: London and the South East pay a premium, smaller towns get more flexible engineers but fewer specialists on-site, and many mid-sized organisations benefit from a hybrid approach — local partner for strategic work and a specialised firm for complex cloud projects. Practical experience beats theoretical cheapest price every time.

FAQ

Q: Should I pick the cheapest quote?

A: Not blindly. Cheapest often means reactive or limited cover. Compare what’s included, average response times and whether backups and restores are tested. Consider the cost of downtime — sometimes paying a bit more saves a lot.

Q: Do I need full-time onsite IT staff?

A: Not usually for 10–200 staff. Many firms combine remote managed support with scheduled onsite visits. Full-time onsite staff make sense if you have specialised systems or compliance needs that require immediate physical presence.

Q: How long should a contract be?

A: Aim for 12–24 months with clear exit and onboarding clauses. Short pilots are reasonable before committing to longer terms. Avoid locking into long contracts without performance milestones.

Q: Will my current licence costs be included?

A: Usually not. Licence costs for software and cloud services are typically passed through. Make sure those are listed separately on quotes so you can budget accurately.

Final thoughts

There’s no single right answer to “How much should local IT support cost?” but there is a right approach: know the pricing models, compare like for like, watch for hidden fees, and prioritise outcomes over promises. Spend a little time on the quote and you’ll save more time — and money — down the road.

If you want help turning quotes into clear decisions, start by clarifying the outcomes you care about: less downtime, predictable costs, improved security and a calmer inbox. Getting that sorted will buy you back time, protect margins and keep your business looking credible to customers and staff alike.