Network support company quote

[Koldov]

We are having some work done by our network support company.

 

We currently only have a break/fix contract for support with them.

 

We have no access to the inner workings of the network.

 

Out of scope works are chargeable (reconfiguration etc.) although it seems to depend on who answers the call as I've had instances where I'll explain the problem and the engineer remotes on and just does it while we're talking and others who say, and I quote 'if we are required to make any changes this would be chargeable as you do not have Moves, Changes and Deletions as part of your contract'...

 

As part of the process we asked them for a quote, which came back as over £500 for 'professional services' and this is to include 4.5 hrs work by an engineer remotely... no technical scope was included (which I have since asked for).

 

So, firstly is this a fair amount (I guess this is subjective, but I mean maybe an average amount)?

 

Secondly, they appear to need paying before doing the work - is this standard industry practise?

 

EDIT: And what happens if they complete the work in 2 hours...?

Edited May 11, 2021 by Koldov

[geohanson]

We almost ended up being in a position similar to this a few years ago.

 

Without going into too much detail, an external networking provider came back with a huge figure to replace all the switches across the entire site and then a charge of £650 per day for install and configuration.

 

I knew we we would end up in a situation where we had limited access to config within our own site, and a network so complex that only a networking specialist could understand it, and therefore you end up in the situation of having to pay a fortune every time you want anything done.

 

To cut a long story short I’ve basically done it all myself but I know that’s not always possible with a small team or limited time and resources.

 

I’d be a little concerned that you only have a break/fix contract but don’t have to access to your own network? Doesn’t seem right.

 

We have external support with our Meru Wifi - we have full access to the system but can call and get additional support with configs etc should we need it. No additional costs unless onsite visits are required.

 

Our Sophos XG on the other hand we don’t have full access to, but the external support will make any changes for us if we request them. The box doesn’t technically belong to us (it’s part of our broadband package) so that’s fair enough.

[djm968]

Costs would usually depend on the "level" of engineer required to complete the scope of work. A third level engineer would usually be charged out at around £750 per day, so £500 for 4.5 hours sounds about right. Unfortunately most companies will charge the full amount regardless how long the job takes as they have to commit the resource for the duration of job and would not be able to arrange additional work for this resource if there was any spare time/hours left.

 

As mentioned previously, I would also be concerned that you have no access to the network and you only have a break-fix contract with the support company, if they were providing a fully managed services then this would be acceptable.

 

I would look at the terms and conditions of the contract you have with them.

Edited May 11, 2021 by djm968

[Koldov]

As for 'access to the network' I'm not really sure what I could actually be capable of doing as that's never been my strong suit (and practising on a live network is dodgy at best).

 

It all started about 11 years ago when all the LEA schools were refitted with the BSF money, a network company came in and put in all new switches, routers and cabling and it came with X years of support.

 

When the money for the support ran out, the school was basically told by the LEA to find someone else to support it, do it in-house, or negotiate a contract with the previous company.

 

The school chose the latter due to their familiarity with the network, but chose the lowest level of support (break/fix) because of the percieved cost savings (when are you ever going to need a network reconfigured...? Fast forward a few years and the new Internet Provider required them to have the whole IP range reconfigured.... but that's another story).

 

Anyway, that's how it was when I started and on the whole it has been ok, we rarely need any actual support and although it can be a bit hit and miss as to how the particular engineer deals with it, mostly it has been fine, just needing a port configured for a particular vlan, port security eased, or static IPs allowed on the WLC (all of which they have done ad-hoc and with no charge).

 

Creating a new guest wi-fi network is the latest thing though and that is going to cost us, as even if I had access it isn't something I would be willing to do on my own.

 

In essence though I'm not really sure where I stand asking for any kind of access to the network (although I guess it is 'our' network), if I should insist they create a log on for me to all the devices and what I could actually do (confidently) with that access.

Edited May 11, 2021 by Koldov

[djm968]

OK now it all makes sense and I can see both sides of the situation. Based on what you have said and the contract you have with them, I can understand that the company are going to want to charge for this as it is a significant addition/change to an exiting service they support. I'm not sure this would warrant 4.5 hours though, but without any knowledge of the hardware/setup current config etc, it's difficult to make any further judgement on that.

 

You are correct, it is your network but you have to be careful. You could demand passwords etc. and take-on the work yourself (plenty of support on here) or outsource the work to someone else but you might land the School in breach of contract and that could cause all sorts of issues.

 

Not an envious position to be in tbh, all you can do really is see the contract out, then outsource support to another company on your terms.

[Davit2005]

You need some sort of access if only read access.

 

If the contract ties you down so you cannot make changes I'd do exactly what @djm968 says, find a company that can give you the flexibility. It is nearly always possible to get logging enabled and track changes. We had firewall on contract but had read-only access but then contract ended and firewall became ours but support company put up a fight to give us access so we could make changes and migrate rules across we got access in the end.

 

By all means be careful on a live system, if you can setup a lab etc for networking where you can practice. You could download a free copy of Cisco Packet tracer, although the commands would be different you can do a hell of a lot in it like layer 3 routing, setup dhcp servers, setup dns servers, etc.

 

In ideal world it would be ideal for your school to see value in training for you but if they don't/won't then just take it on yourself to do outside of working hours if you can. You can download evaluation copies of Windows Server and Windows 10 then setup a small network in Virtual box, etc.

[Wave9_Lee]

It's a regular conundrum really. A support company can offer a full-fat support service, with lots of included adds/moves/changes, but also need to protect against the customer wanting a major unpredicted overhaul, or to implement BYOD, etc. Not to mention if the customer wants access too and then makes some incorrect changes that require lots of remediation. Add in regular healthchecks and security review. This is doubly problematic if the network wasn't put in by the new supplier..

 

We tend to offer network refresh as a managed service (so hardware, install and support as annual charges, limited capital outlay) including 2nd or 3rd line support, all remote changes included, with an allowance for on-site work for simpe projects etc. Customer has training and access if needed.

[dobbyit]

I have used a company that charged 900 a day, another one charges 600 a day for project work.

I have a 3rd line support contract for 300 a month, excluding 1st, 2nd line and project work.

Our internet company provides network support contracts, so does our County Council, all have their advantages and disadvantages and cost varies.

I like the support contract I have in place, as I am the only technician in a large primary school.

[round2it]

Give ictn ltd a call used them years great service.