Managed IT Plan: Does the Contract Pay for Actual Support Intensity?

Endpoint billing is a revenue unit, not a workload guarantee. Price the support hours and coverage the contract can consume, then check whether those hours fit the team and whether vendor renewals precede customer collection.

Count hours, including the capacity step

Original assumptions, $ per month. One contract covers 100 endpoints at $40 each. Licenses cost $10 per endpoint-month; separate coverage costs $500. Internal support costs $40 per hour and at most 60 hours are available for this contract. The base case has 60 tickets at half an hour. A stress case has 100 tickets at 0.75 hours, needing 75 hours.

The 75-hour case conditionally assumes fifteen qualified external hours at $60, alongside 60 internal hours. Without confirmed extra capacity it is not deliverable. Charging every stress hour at $40 would understate cost by $300 and still exceed the internal limit.

The annual vendor invoice is not a monthly payment

Assume all twelve license months are paid upfront: 100 ×10 ×12 =$12,000. If base support $1,200 and coverage $500 are also due before the first $4,000 customer receipt on day 30, selected pre-receipt funding is $13,700. After that receipt, net cash movement is negative $9,700.

Do not deduct another $1,000 license payment in this cash bridge; it is the monthly allocation of the same annual purchase. Later customer receipts and future renewal dates need the complete calendar.

Use actual ticket handling, onboarding, escalation and included project scope. Preserve service obligations in every scenario; a financial target does not establish security or recovery performance. The selected Managed IT Financial Model is the seller's IT Infrastructure Management model and supports the broader customer/service-fee forecast.