Metzed - 2:12 pm on Aug 2, 2010 (gmt 0)

Thanks LifeinAsia, I'm trying to get the support pricing model right. At the moment I have 3 packages, Bronze, Silver and Gold. Obviously there are more features available on the Gold package, but each package has a base number of allotted hours, for example:

Bronze X hours
Silver 2X hours
Gold 4X hours

But if the client goes over their allotted number of hours I need to strike a balance. The client needs to see value in moving from Bronze to Silver, rather than carrying on with Bronze and paying the standard hourly support rate if they go over.

Is the solution to this to come up with an hourly support rate which is quite high? Should this be the same hourly support rate that I charge people who do not have a contract with me?