How Much Should IT Support Cost a Small Business?

IT support pricing is one of those things that's deliberately opaque. Every provider structures it differently — per user, per device, per hour, per incident, per month, per mystery. It makes comparison nearly impossible, which is convenient for providers and frustrating for everyone else.

So here's a straightforward breakdown of what IT support typically costs for a small business in the UK, what you should expect to get, and what to watch out for.

The Main Pricing Models

Per-user, per-month is the most common model for managed IT support. You pay a flat fee for each person in your team, and it covers everything: helpdesk, device management, email admin, monitoring, patches.

Per-device pricing is less common but still used. You pay per laptop, desktop, or server under management. This can work for businesses with more devices than people (shared workstations, point-of-sale systems), but it often misses the people side — user support, onboarding, access management.

Break-fix (pay-as-you-go) is what most small businesses start with. Something breaks, you call someone, they charge by the hour. Hourly rates typically run £60–£120. It sounds cheaper, but the costs are unpredictable, there's no proactive monitoring, and you're always reacting to problems instead of preventing them.

What "Good" Looks Like

A fair managed IT support plan for a small business should include:

• Unlimited helpdesk support — phone, email, or chat. No ticket limits, no per-incident fees.
• Device management — setup, security policies, updates, and secure wiping when devices are lost or staff leave.
• Microsoft 365 or Google Workspace admin — user accounts, email, permissions, licensing.
• Onboarding and offboarding — new starters get a configured device and accounts on day one. Leavers are securely offboarded.
• Proactive monitoring — your provider should catch problems before your team notices them.
• No long contracts — month-to-month, cancel with 30 days' notice. If a provider needs to lock you in for 12–24 months, ask why.

Red Flags in IT Support Pricing

• "Starting from" with no detail: If the price jumps significantly once they see your setup, the starting price was marketing, not reality.
• Per-incident charges on top of a monthly fee: If you're paying monthly, support should be unlimited. Otherwise you're paying twice.
• Hidden costs for "extras": Onboarding, offboarding, security policies, after-hours support — these are basics, not add-ons.
• Long-term contracts: 12 or 24-month lock-ins usually mean the provider knows you'd leave if you could. Good service doesn't need a cage.
• No on-site option: Remote support handles most issues, but some things need hands-on. If your provider can't come to your office when needed, that's a gap.

What's Actually Reasonable

The best way to know what's right for your business is to talk to a few providers, ask exactly what's included, and compare like for like. Any provider worth working with will be transparent about pricing before you sign anything. For a deeper look at vetting providers, see our guide on how to choose an IT support provider in London.

Related: IT budget planning for small business