Adding Administrative Support to Your Team

Understanding Fpweb.net’s Admin Support “Hourly Banks”

Hourly Banks. What are they? How can I use them? How many hours of support do I get? These are the current questions we hear when discussing our new Hourly Banks services with not only potential customers, but current customers too.

What are Hourly Banks?

Hourly Banks are purchased to help relieve an IT burden. Basically you’re outsourcing the administrative support necessary to move your business forward. Many people have heard of Hourly Blocks – the method of pre-paying for a block of support hours at a discounted rate. Hourly Banks are essentially the same. The only difference is that banks are based on a dollar amount. You are still pre-paying for support at a discounted rate.

In the IT world, a majority of companies have tiered support levels. The different levels can be explained in a number of different ways, but for simplicity purposes, let’s use Level 1, Level 2 and Level 3. What escalates a particular support request  to a different level? Typically this involves the knowledge, expertise, and experience needed to resolve the issue or complete the request. As you can imagine, the higher the level, the higher the cost per hour.

How do I use Hourly Banks?

If you currently have, or are thinking about purchasing an Hourly Bank from Fpweb.net, you can use that bank for just about anything you want us to do. This bank is used for any Administrative Support need that you have, and can replace the need to hire a new administrator or can save you time and money on training a team in a new technology.

If you have a dedicated SharePoint environment with us, your bank can be used to have a new Web Application created or to be upgraded to the latest version. If we are managing your Office 365, use your bank to have us create new mailbox quotas or migrate your Exchange mailboxes.

How many Support Hours do I get?

Here lies the most common question. Because the Hourly Banks use a dollar amount, it can be a little confusing to determine exactly how many hours you get with each bank. Here is our default Hourly Bank offering, which can be found on our Admin Support page.

Fpweb.net Hourly Bank Admin Support Pricing

So what does this all mean? The first column Time and Materials (T/M) is our default hourly rates for customers who do NOT have an Hourly Bank. You can see, the more difficult the request or need, the higher the hourly rate. The next three columns are our three default bank options (Silver, Gold, and Platinum). As you can see, the more you pay up front, the higher the discount, which means the lower the cost per hour. Needless to say, the Platinum Bank is the most cost effective option if you can work that in to your budget.

How can I see what my remaining balance is? As a customer of Fpweb.net, each customer has access to their own dedicated account portal. If you purchased an Hourly Bank with us, you will be able to log into your account portal and see your remaining balance right there on the portal home page:

Hourly Bank Account Balance

From that same page, you can setup customer Account Balance alerts that will notify you when the balance reaches a certain amount. Not keeping an eye on it? No worries. Your dedicated Account Manager is alerted when the balance reaches $1,000. They will reach out to you do discuss your options.

Now, we certainly understand why some people like seeing the number of hours they get instead of their remaining balance. Ultimately, it’s as simple as dividing your total bank balance by the price per hour of that particular level. To save you the time, here is one example.

T/M Silver
$2,495
Gold
$4,995
Platinum
$9,995
Level I 12 Hours 30 Hours 74 Hours
Level II 10 Hours 23 Hours 54 Hours
Level III 8 Hours 18 Hours 42 Hours

The above table shows how many support hours you would get when purchasing one of our default Hourly Bank options.

Don’t like the tiered pricing? Also not a problem. We found that a majority of our customers prefer to pay less to have a new user created than they have to pay to get upgraded to the latest version of SharePoint. That’s why our default is to use the different tiers of support – Level 1, Level 2 and Level 3.

We also understand that many companies depend on that predictive billing and would prefer to just have one flat rate and not have to worry about what level of work will be performed. We can certainly customize your bank based on your needs. For example, here is what an Hourly Bank would look like if we were to remove the levels of support:

T/M Silver
$2,495
Gold
$4,995
Platinum
$9,995
Level 1 $275 $245 $215 $185
Level II
Level III

Ok, but how many hours do I get with that option? I thought you might ask that, so here you go:

T/M Silver
$2,495
Gold
$4,995
Platinum
$9,995
Level 1 10 Hours 23 Hours 54 Hours
Level II
Level III

Again, these are just our default bank options. Feel free to contact one of our sales people or your Account Manager today for more details and to create a custom Admin Services package.

Not sure what level your request will require? You can view a few examples on our Admin Support page.

The Benefits of Fpweb.net’s Administrative Support:

  • The Hourly Banks do NOT expire.
  • An Hourly Bank can be used across all platforms.
    • If we host your SharePoint and administer your on-premises environment. Use one bank for both.
    • Do we manage your Office 365 account? Use the bank there as well.

We can also work with you to create a subscription-based support model – one flat rate fee per billing cycle.

I certainly hope this helps clear things up a bit. If you have any additional questions, feel free to comment below, or contact Fpweb.net today.

Please Note: All pricing above is current as of the date this blog was posted. Pricing is subject to change.

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About Fpweb.net Crew

Our business is centered on bringing enterprise-class strategy, support, and security to your hosted or managed platforms no matter where you choose to deploy your environment. We specialize in providing managed services, cyber security, and expert, USA-based, 24/7 Absolute Support® on-premises, or in any cloud.
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