How much does IT support cost for a small business in the UK?
The short answer: it depends on how the provider charges and what's included, so comparing headline prices rarely tells you much. Most small business IT support is priced per user per month, per device, by the hour, or as a fully managed service. The real cost is in the detail: what's included, what's extra, and how long you're tied in.
The common pricing models
- Per user, per month. You pay a set amount for each member of staff. Simple to budget, and it fits how people work across laptops and phones.
- Per device, per month. You pay for each computer, server or phone looked after. Can work out cheaper if each person has one device, dearer if they have several.
- Block hours or pay as you go. You buy hours in advance, or pay for time as you use it. Good if you rarely need help, but costs can jump in a bad month.
- Fully managed. One monthly price covers support, monitoring, security and looking after your systems. Usually the highest monthly figure, but the most predictable.
Many providers mix these, for example a monthly fee for support plus hourly rates for projects.
What's usually included, and what's usually extra
It varies a lot, so always check. As a rough guide:
| Usually included | Often extra |
|---|---|
| Help with day-to-day problems | Microsoft 365 and other software licences |
| Password resets and account changes | New laptops and other hardware |
| Remote support | Projects, such as moving offices or new systems |
| Basic monitoring | Onsite visits and out-of-hours support |
Licences are the one that catches people out. Some providers show them separately; others bundle them into one monthly figure where you can't see what you're paying for each part. Ask for them to be listed.
Hidden costs to watch for
- Long contracts. Some providers ask you to sign up for several years. That's a long time to be stuck if the service isn't right.
- Minimum terms and minimum spend. A minimum number of users, or a minimum monthly charge, even if you shrink.
- Call-out fees. A charge just for someone coming to site, on top of their time.
- Rounding up time. Being charged a full hour for a ten-minute fix.
- Exit fees. Charges for handing over passwords, documentation or your domain when you leave.
- Licence markups. Paying well above Microsoft's list price for licences. See How do I save money on Microsoft 365?
An example: The IT Person's prices
To show how one provider sets out its prices, here's ours:
- Portal: £30 per month inc VAT (£25 + VAT) for up to 25 users.
- Portal + Helpdesk: adds £12 per user per month inc VAT (£10 + VAT), with unlimited support cases through the portal.
- Fully Managed: from £96 per user per month inc VAT (£80 + VAT).
- Engineer time: £80 per hour, bought in advance and used in 15-minute increments.
You can see the full details on our pricing section. Whoever you choose, ask for prices laid out this clearly.
What to ask a provider
- What exactly is included in the monthly price, and what's charged on top?
- How long is the contract, and what's the notice period?
- Is there a minimum number of users or a minimum monthly charge?
- How is extra time charged: by the hour, or in smaller increments?
- Are licences shown separately, and at what price?
- What happens if I leave? Do I get my passwords, admin access and domain names back without a fee?
- How quickly will you respond, and is that written down?
Common questions
Is it cheaper to pay someone only when something goes wrong?
Sometimes, if you rarely have problems. The risk is that nobody is keeping an eye on things like security updates, backups and leavers' accounts, so small problems turn into big ones. A low monthly fee for the basics plus time when you need it is a common middle ground.
Do I need IT support if I only have a few staff?
You need someone to own it, even if it's not a full support contract. Somebody has to look after accounts, licences, security and renewals. If that's currently you, a light service can take the admin off your plate.
How do I compare quotes fairly?
Put each quote into the same format: monthly cost for your number of users, what's included, contract length and exit terms. Then compare the total over the full contract, not just the first month. A free Microsoft 365 audit is also a quick way to see what you're paying for licences now.
Want us to check yours?
Our free Microsoft 365 audit looks at your licences, security, email and backups, and tells you in plain English what to fix first. No card, no obligation.