Many managed service providers (MSPs) market their services using flat monthly rates, promising predictable IT budgets and comprehensive infrastructure management. However, some providers include extensive contract exclusions and hidden surcharges that undermine budget predictability.
When vetting an IT partner, look past the sales pitch and examine their financial incentive structure. Three common contract traps can lead to unexpected costs.
Restrictive Support Hours
Low flat-fee contracts often restrict when standard support applies, typically limiting coverage to Monday through Friday, from 8:30 a.m. to 5:00 p.m. Critical technology failures and cyberattacks frequently occur outside of these hours. If an issue arises during nights or weekends, providers may charge emergency after-hours rates that add up very quickly.
Ask the provider if the monthly fee covers 24/7/365 emergency response and remediation, or if nights and weekends incur out-of-scope surcharges.
Excluded On-Site Support
Most routine IT issues can be resolved remotely. Some providers rely on this to lower their base fees while completely excluding physical, on-site assistance from the contract. If hardware fails, a firewall requires manual re-cabling, or a device will not power on, physical intervention is necessary. Under restrictive contracts, you will be billed for travel time, mileage, and hourly technician rates from the moment they leave their office.
Ask the provider whether on-site troubleshooting is fully covered by the flat fee, or whether travel and on-site labor require additional payments.
Inflated Project Fees
Standard operational tasks should be covered under basic maintenance. However, some providers classify routine business scaling activities as separate projects to generate more revenue. Tasks like onboarding a new employee, setting up a standard workstation, or moving a file to a shared cloud drive may be treated as out-of-scope work, resulting in high scoping fees and unexpected labor costs.
For verification, you will want to ask the provider for a strict definition of what constitutes a project under the contract, and confirm whether standard employee onboarding and workstation setups are included.
Evaluating Provider Profit Incentives
To evaluate an IT provider, determine how they generate their highest profit margins:
The Reactive Model
The provider increases revenue when technology breaks or when emergencies trigger out-of-scope billable hours. Their financial success relies on your technical disruptions.
The Proactive Model
The provider operates on a genuinely comprehensive flat fee. Because all troubleshooting and emergency responses are covered, every technical failure costs the provider time and money. Their highest profit margin occurs when your network runs perfectly.
Contact Coleman Technologies today at (604) 513-9428 to discuss a transparent IT partnership that aligns with your operational goals.
