Hourly support rates depend on the team performing the work, your membership status, where and when service is provided, and whether the request is planned or considered an emergency. This guide explains the applicable rates, minimum billable time, travel charges, member discounts, and after-hours billing.
Whether support is included or billable depends first on your membership and coverage. When hourly billing applies, pricing depends on four things:
This guide explains how those factors affect your rate and minimum billable time.
| Support Needed | Team and Rate Category |
|---|---|
| Personal computers, home networks, and residential technology | Home Support |
| Business computers, networks, servers, cloud systems, and cybersecurity | Business Support |
| Websites, marketing technology, VoIP, and business applications | Business Support |
| Technology used for commercial or income-producing activity | Business Support |
Home and business technicians are trained for different environments. Business systems commonly involve greater operational, cybersecurity, privacy, compliance, and financial risk. Business technicians must also consider how one change could affect employees, customers, business operations, or an entire organization. Website, marketing technology, VoIP, and similar services use business rates because they support an organization or commercial activity.
EasyITGuys memberships provide the best available support value. Depending on the plan selected, members receive either:
Hourly rates apply only when the requested work is not already included in the applicable membership, coverage plan, repair price, or approved project.
| Membership Type | How Support Is Billed |
|---|---|
| Member with discounted labor | Support is billed at the applicable member rate |
| Member with flat-rate coverage | Covered support is included for enrolled users, devices, homes, or systems |
| Work outside the selected coverage | Billed at the applicable member rate or approved project price |
| Non-member | Billed at the standard rate and applicable minimum |
Coverage applies only to the users, devices, locations, and systems enrolled in the selected plan. Uncovered equipment, projects, third-party services, and out-of-scope work may still be billable.
| Client Type | Service Type | Hourly Rate | Minimum |
|---|---|---|---|
| Home Member | In-store or remote | $146.25 | 30 minutes |
| Home Member | Onsite | $183.75 | 1 hour, including travel |
| Home Non-Member | In-store or remote | $195.00 | 2 hours |
| Home Non-Member | Onsite | $245.00 | 2 hours, including travel |
Home members receive 25% off the applicable standard labor rate. Human home-support teams are generally available Monday through Friday from 10:00 a.m. to 6:00 p.m. Central Time. AI chat, email, and SMS assistance may be available 24×7.
Home memberships may provide discounted hourly support, flat-rate coverage, or both, depending on the plan and services selected.
Coverage may apply to:
When a device or home service has flat-rate coverage, qualifying support is included according to the plan rather than billed hourly.
Hourly rates or flat-fee repair charges may apply when:
Mission Control or the service-center team will confirm whether the request is covered, billed hourly, or handled through a flat-fee repair before work begins whenever possible.
Onsite support requires more dedicated time, coordination, and responsibility than remote or service-center support.
An onsite visit may involve:
Onsite service can also be more convenient for the client, especially when equipment is difficult to transport or the issue involves the home’s network, wiring, connected devices, or physical environment. The onsite rate reflects the complete effort required to deliver the service safely and efficiently.
| Client Type | Hourly Rate | Minimum |
|---|---|---|
| Business Member: In-store or remote | $183.75 | 30 minutes |
| Business Member: Onsite | $183.75 | 1 hour, including travel |
| Business Non-Member: Any service | $245.00 | 2 hours |
Business members receive 25% off the standard business labor rate. Business non-members have a two-hour minimum for each separate support request. There is no additional ticket charge. Department availability varies by team and service. Mission Control coordinates scheduling, resources, remote support, and onsite dispatch.
Non-member service is normally scheduled with at least 24 hours from the initial request and for the next available business-day appointment. Scheduling remains subject to team and technician availability. A request does not guarantee a specific appointment time. When a non-member requests service in fewer than 24 hours, including immediate or same-day assistance, the request is considered expedited emergency support and is billed at 2× the applicable standard labor rate. The normal non-member two-hour minimum still applies.
| Non-Member Request | Rate |
|---|---|
| Scheduled with at least 24 hours from the initial request | Standard rate |
| Requested in fewer than 24 hours | Emergency rate at 2× |
| Same-day or immediate service | Emergency rate at 2× |
| Unplanned after-hours service | Emergency rate at 2× |
Expedited and emergency support is offered case by case and depends on team availability. Acceptance of the emergency rate does not guarantee that a team member will be available.
Additional rates may apply when work is performed outside the applicable department’s normal operating hours or when a non-member requests expedited service.All planned and emergency support is subject to approval and team availability.
| Support Type | When It Applies | Rate |
|---|---|---|
| Planned after hours | Work is scoped, scheduled, and approved before the applicable department closes | 1.25× the applicable standard rate |
| Emergency | Unplanned after-hours work or non-member service requested in fewer than 24 hours | 2× the applicable standard rate |
The client’s normal minimum remains unchanged.
This means:
| Support Type | Planned Member | Planned Non-Member | Emergency Member | Emergency Non-Member |
| Home in-store or remote | $182.81/hr | $243.75/hr | $292.50/hr | $390.00/hr |
| Home onsite | $229.69/hr | $306.25/hr | $367.50/hr | $490.00/hr |
| Business, web, marketing, or VoIP | $229.69/hr | $306.25/hr | $367.50/hr | $490.00/hr |
The client’s applicable minimum remains the same during regular, planned after-hours, and emergency service. Members retain their applicable 30-minute or one-hour minimum. Non-members retain their two-hour minimum. After the minimum is reached, additional time is billed in 15-minute increments.
A server migration approved and scheduled for Saturday is planned after-hours work. A client who calls Saturday because a server unexpectedly stopped working is requesting unplanned emergency work. The day alone does not determine the multiplier. Advance planning and approval do.
Residential after-hours assistance is available only on a case-by-case basis.
Mission Control must confirm:
After-hours residential service is not guaranteed.
After-hours service changes the hourly rate. It does not change the minimum billable time associated with the client and service type.
| Client and Service Type | Minimum During Regular Hours | Minimum After Hours |
|---|---|---|
| Home Member: In-store or remote | 30 minutes | 30 minutes |
| Home Member: Onsite | 1 hour, including travel | 1 hour, including travel |
| Home Non-Member: Any service | 2 hours | 2 hours |
| Business Member: In-store or remote | 30 minutes | 30 minutes |
| Business Member: Onsite | 1 hour, including travel | 1 hour, including travel |
| Business Non-Member: Any service | 2 hours | 2 hours |
After the applicable minimum has been reached, additional time is billed in 15-minute increments. Partial increments are rounded up to the next 15-minute increment.
A home non-member requests an approved emergency visit after hours.
The following applies:
The two-hour minimum applies because the client is a non-member. The emergency classification determines the hourly rate.
Plan 1 provides flat-rate support coverage for enrolled users, devices, locations, and business systems included in the client’s agreement.
Covered services generally include:
Because covered labor is included, clients do not pay an hourly charge for ordinary covered support. Work involving uncovered users, devices, systems, locations, projects, or services outside the agreement may be billed at the applicable discounted member rate, quoted as a project, or provided through an approved partner.
Plan 1 includes onsite support when an onsite response is reasonably necessary. Remote due diligence must be completed first whenever circumstances allow.
Our team will normally work with the client’s IT Point of Contact or another available person onsite to:
This process is designed to reach the fastest solution. Many issues can be resolved immediately with someone onsite instead of waiting for travel and dispatch. When due diligence confirms that physical intervention is required, Mission Control coordinates the onsite response according to urgency, availability, safety, and the client’s coverage.
Co-managed, modular, and break-fix business plans do not include general 24×7 human support. Approved after-hours work is billed using the planned or emergency rates in this guide. AI-based support tools may remain available 24×7×365.
Minimum billable time applies first. After the minimum is reached, hourly work is billed in 15-minute increments. Partial increments are rounded up to the next 15-minute increment.
A member’s remote business-support session lasting 38 minutes is billed as:
A non-member session that takes 40 minutes is still subject to the applicable two-hour minimum.
Travel time is billable because the assigned professional cannot perform other client work while driving. Billable onsite time generally begins when the team member leaves for the client’s location and continues through the return trip or departure for the next scheduled assignment.
This may include:
Travel expectations, scheduling, and authorization are discussed in advance through Mission Control whenever possible.
EasyITGuys is a member-centric organization. Established members have documented systems, known contacts, service history, established security processes, and an ongoing working relationship with our team.
Non-member service commonly requires additional time for:
The longer minimum reflects the additional process required to responsibly support a client without an established technology partnership.
| Your Situation | What Applies |
|---|---|
| Your plan includes coverage for the user, device, home, or system | Qualifying support is included |
| You are a member and the work is not covered | 25% discounted labor rate |
| You are a non-member | Standard rate with a two-hour minimum per request |
| A non-member requests service with less than 24 hours of notice | Emergency rate at 2× |
| Work is approved and scheduled after hours | Planned rate at 1.25× |
| Work is requested unexpectedly after hours | Emergency rate at 2× |
| Work requires onsite travel | Travel time is billable and included in the applicable minimum |
| You have Managed IT Department Plan 1 | Covered support may include 24×7 critical incident response and onsite support after due diligence |
Contact EasyITGuys before scheduling the work. Mission Control will review the request, identify the correct team, explain the expected minimum, and obtain approval before arranging service whenever possible.
