For smaller MSPs, after-hours support can be more trouble than it’s worth. Larger MSPs might offer 24/7 support as a premium service, but for many smaller operations, trying to cover all hours of the day can stretch resources too thin and lead to burnout. So, how do you set boundaries without alienating your customers? Here are some strategies to gently steer your clients away from overusing after-hours support:
Set Premium Pricing for After-Hours Support
One effective way to discourage after-hours requests is by charging a premium rate, like 2x or 3x your standard hourly rate. This isn’t about gouging your clients—it’s about ensuring your team is fairly compensated for their time and energy outside of regular business hours. Make sure to communicate this pricing clearly in your contracts and service agreements. When clients know they’ll pay extra, they’re more likely to reserve after-hours calls for truly urgent issues.
Offer a Higher-Cost ‘Platinum’ Support Plan
Create a ‘Platinum’ support plan that includes after-hours service at a significantly higher cost. The idea here is simple: make this plan available, but position it as a premium option. Most customers will look at the high price tag and stick with the standard plan you prefer them to choose. This approach subtly reinforces the value of handling issues during regular hours without outright denying after-hours support.
Promote Self-Service Options
Empower your clients to solve minor issues on their own by offering a comprehensive self-service portal or knowledge base. Educate them on basic troubleshooting steps and common fixes, reducing the need for after-hours support. When clients feel equipped to handle smaller problems, they’re less likely to reach out at all hours for minor inconveniences.
Clearly Define What Qualifies as an After-Hours Emergency
Not every issue needs immediate attention. Set clear guidelines about what constitutes an after-hours emergency, such as a server failure or a critical security breach. For non-critical issues, reassure clients that these will be addressed promptly the next business day. This clarity helps manage client expectations and keeps after-hours requests to a minimum.
Implement an After-Hours Retainer
Consider requiring clients to pay an upfront retainer for after-hours support. This serves as a financial commitment that discourages unnecessary calls. If they end up not using it, you can offer to refund a portion, reinforcing the idea that responsible usage benefits everyone.
Regularly Review After-Hours Usage
Conduct regular reviews of after-hours support usage with your clients. Provide reports that detail when and why after-hours support was used, and discuss ways to minimize these requests in the future. Highlighting the costs associated with frequent after-hours support can motivate clients to find alternative solutions.
When Should You Discourage After-Hours Support? And When Should You Not?
Deciding whether to discourage after-hours support isn’t a one-size-fits-all strategy—it’s more like picking toppings for a pizza. Some toppings (like extra cheese) are universally loved, while others (anchovies, we’re looking at you) only appeal to a select few. For smaller MSPs, after-hours support can feel like a giant anchovy on your pizza slice—hard to swallow and not everyone’s favorite. With limited resources and a smaller team, covering nights and weekends might lead to burnout faster than you can say “server outage.” In these cases, discouraging after-hours support by charging extra or reserving it as a premium service helps keep your workload manageable and your team sane.
However, for larger MSPs that have the resources to handle it, after-hours support can be like adding a fancy topping—think truffle oil or sun-dried tomatoes—to a premium pizza. It’s an upsell opportunity that can impress high-demand clients willing to pay extra for a little something special. In these scenarios, offering robust after-hours support can set you apart from the competition and keep those high-value clients coming back for more.
Ultimately, whether you want to discourage after-hours support depends on your MSP’s capacity, your team’s sanity, and your business goals. If your crew can handle the occasional midnight call without turning into sleep-deprived zombies, and your clients see the value, after-hours support can be a tasty (and profitable) part of your service offering. But if your team is starting to look like extras in a horror movie after one too many late-night calls, it might be time to rethink those after-hours policies and make sure everyone gets a good night’s sleep. Because, let’s be honest—nobody makes great decisions at 3 AM, and you’ve got to keep some room on that pizza for the good stuff.
