obi wan kenobi Posted September 14, 2010 Share Posted September 14, 2010 Just a quick one for anyone who offers them, How do you work out how much to charge a customer for maintenance? Obviously it varies from job to job but can anyone recomend a suitable percentage of job total to charge. I. e An installation costs a customer just over £11000 and includes the following items: 6m x 6way IWB4 x selecon acclaim fresnels2 x selecon acclaim spotlights 18/342 x zero88 betapack1 x zero88 level 6 controller 1 x hitatchi CP-X615 projector1 x 3m RF controlled projection screen 2 x RCF moniitor 88 speakers1 x allen&heath zed 14 mixer1 x QSC amplifier1 x Denon rack mount dvd/cd player1 x Tascam cd160 cd/mp3 player1 x XP media station1 x smart wireless redio mic reciever1 x smart wireless mic1 x lapel smart wireless mic2 x audio technica boundary mics All this plus cables, installation and training. The customer is now out of manufacturers warrenty and wants a maintenance contract, so what is a reasonable figure? Link to comment Share on other sites More sharing options...
Brian Posted September 14, 2010 Share Posted September 14, 2010 What sort of maintenance contract? One where you just go in once a year and clean the kit? Or one where you supply replacement kit if something breaks on a 24/7 basis? Or something in between? [EDIT]And will it include consumables, including lamps, or are those chargeable items? Link to comment Share on other sites More sharing options...
obi wan kenobi Posted September 14, 2010 Author Share Posted September 14, 2010 Was thinking Full maintenance inc. replacement of items listed only cheers Link to comment Share on other sites More sharing options...
Brian Posted September 14, 2010 Share Posted September 14, 2010 Looking at the kit list the items fall roughly into 3 categories... 1) Stuff that goes on and on forever (IWB, Dimmers, amp, speakers)2) Stuff with bits that go bang (projector, lanterns)3) Stuff that gets lost/broken (mics) I'd provide a price list for replacement of bits that go bang. How often they need doing has so many variables you'll never come up with a fixed price that works within an overall contract. And a price list to replace bits that get lost or broken; there's no way you can cover those in a maintenance contract. You're then left with the nearly unbreakable stuff. Work out how much it'll cost you for an annual visit to clean things and PAT test them. If you want to cover things like the CD/DVD player you'll need to take a view of their usable life (3 years?) and replacement cost and figure that into the contract. Link to comment Share on other sites More sharing options...
obi wan kenobi Posted September 14, 2010 Author Share Posted September 14, 2010 I have come up with this: Please find below our maintenance pack ages which can be offered with regards to the equipment supplied and installed by UniActive. Bronze Ø 48 hour Response Ø Includes all labour and call out charges Ø One Preventative Maintenance visit per 12 months Ø Excludes all parts, materials and delivery charges, which are invoiced as required Silver Ø Next Working Day (12 Hour) Response Ø Includes all labour and call out charges Ø One Preventative Maintenance visits per 12 months Ø Includes all parts, materials and delivery charges (* Certain exclusions apply) Gold Ø Next Working Day (8 Hour) Response Ø Includes all labour and call out charges Ø Two Preventative Maintenance visits per 12 months Ø Includes all parts, materials and delivery charges (* Certain exclusions apply) Ø Also includes spare lamps for projectors Ø Loan Equipment Service The Cost for each package is as below: Bronze = £ 500 + VAT per Annum Silver = £ 1127 + VAT per Annum Gold = £ 1690 + VAT per Annum Bronze is a fixed cost at £500 where silver is 10% and Gold is 15% Feedback? Link to comment Share on other sites More sharing options...
Oovis Posted September 14, 2010 Share Posted September 14, 2010 Being pedantic, I know, but would the gold service be next working day, or 8 hours? If someone phones you at 9am with a show stopping fault would you be there the next working day or 5pm the same day? Link to comment Share on other sites More sharing options...
obi wan kenobi Posted September 14, 2010 Author Share Posted September 14, 2010 I should pont out at this point that the entirety of my clients are Education based and realistically are all reachable within 1 working day. I do as standard indicate on job orders that installation may be interupted due to emergancies (this was with the launch of maintenance being in mind) and I feel that the gold option is achievable. As I have delt with many people within the education industry it has become clear that they are never in a rush which would reduce any pressure to drop all tools and dash to the rescue. So to answer your question, if I was contacted at 9am I, or one of my team, would be able to reach any of my clients within the same day. cheers Link to comment Share on other sites More sharing options...
bruce Posted September 14, 2010 Share Posted September 14, 2010 In the IT world, a typical infrastructure maintenance contract would be something like back-to-base warranty (ie they send the part back and you look at it - small uplift for "advance replacement" (you send out replacement immediately), bigger uplift for "engineer to site", even bigger uplift for "engineer to site NOW"). Consumables, accidental damage, theft etc chargeable (in this example, projector lamps etc) Supplier pitches at 10% of list per annum. Client aims for 10% of purchase price per annum. Meet somewhere in the middle. "Engineer to site" should mean "engineer phones, does simple diagostics by phone, then if necessary turns up on site WITH SPARES" Link to comment Share on other sites More sharing options...
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