Service base rates (without coefficient)
| Service | Rate |
|---|---|
| Software installation / maintenance / configuration | 65 EUR / h |
| Remote maintenance / administration / Helpdesk | 65 EUR / h |
| Consultation / software audit | 100 EUR / h |
| Operating system and server software maintenance / installation / data recovery | 100 EUR / h |
| Computer hardware maintenance / installation / testing | 65 EUR / h |
| Computer network maintenance / testing | 100 EUR / h |
| Travel outside Tallinn | 1.7 EUR / km |
| On-site call-out fee* | 30 EUR |
| Urgent call-out fee (within 4 h)** | 60 EUR |
VAT 24% is added to all prices.
* No call-out fee is added for remote support
** Within Tallinn
Calculation principles
- Final price = base rate x coefficient
- Without a maintenance agreement, time is billed in full hours, rounded up to the next full hour
- With a maintenance agreement, lower rates and faster response times apply
- Scope and price are confirmed before work starts
Example calculation
Situation: Server failure on Saturday evening at 20:00, operating system maintenance needed (base rate 100 EUR/h)
| Item | Value |
|---|---|
| Base rate | 100 EUR/h |
| Coefficient (weekend + after hours) | 2.0 |
| Work time | 2 hours |
| Work price | 100 x 2.0 x 2 = 400 EUR |
| Call-out fee | 30 EUR |
| Total | 430 EUR |
Interim summary:
- Base rate: 100 EUR/h
- Coefficient: 2.0
- Effective rate: 200 EUR/h
- Grand total: 430 EUR (including call-out fee)
SLA and working-time models
Work is performed according to priority and time window. The table below combines SLA levels and time coefficients.
| Priority | Description | Response time | Working window | Coefficient |
|---|---|---|---|---|
| Normal | Single user, work is not fully blocked | 4 h | Mon-Fri 09:00-17:00 | 1.0 |
| Fast | Work is disrupted, multiple users affected | 2 h | Mon-Fri 09:00-17:00 | 1.2 |
| After hours | Same-day evening incident | 4 h | Mon-Fri 17:00-22:00 | 1.5 |
| Night / weekend | Critical failure outside business hours | 4 h | 22:00-09:00 / Sat-Sun | 2.0 |
Examples
Example 1: Friday at 20:00 (after hours)
- Priority: After hours
- Coefficient: 1.5
- Response: within 4 hours
Example 2: Saturday at 02:00 (weekend + night)
- Priority: Night / weekend
- Coefficient: 2.0
- Response: within 4 hours
Request a tailored quote
If you need regular IT support, we recommend MSP or MSP + SOC service packages, which are more cost-effective and include proactive management with guaranteed SLAs.