On-demand support service – how it works & pricing

Using our on-demand IT support services is simple. We’ve streamlined the process to be straightforward and customer-friendly—ensuring we use our best efforts to resolve your IT issue quickly and efficiently. Here’s a step-by-step guide:

1. Submit your request - Fill out the job request form at the bottom of this page. You’ll need to provide basic details about the task or issue. You can also attach any relevant files or screenshots to help describe the problem. Once you submit the form, our system will instantly log your request. (If you’re a new client, this process will also create a customer account for you in our system.)
2. Initial assessment and quote - Once we receive your request, our team immediately springs into action. A project manager reviews the details and inputs the task into our AI-assisted estimation tool, which breaks down the work and compares it to similar projects we’ve completed. We commit to using our best effort to provide you with an accurate and prompt time estimate.
3. Scope estimation - If your task can be completed within 8 hours, we will prepare a fixed-price quote. If the work appears to exceed 8 hours (for example, multiple IT issues or a complex feature), we’ll advise you that a different engagement is required. In both cases, we will use our best effort to respond within 24 hours (excluding weekends).
4. Review your fixed-price quote - For small tasks, we will provide a detailed proposal that outlines the solution, fixed price, and estimated completion time. We prepare each proposal with our best effort to ensure clarity and accuracy regarding the deliverables.
   Note: If the task was determined to exceed 8 hours of work, we’ll instead discuss moving forward under a regular IT support service arrangement (which involves hourly billing or a separate agreement rather than a one-time fee).
5. Approve and pay - Once you’re satisfied with the quote for the job, simply approve it and proceed with payment. We make the payment process easy: we’ll provide you with information on how to proceed with the payment. Depending on the amount, payment is either done through credit card or for larger amounts through bank transfer. After payment is confirmed, we’ll schedule your task with our development team.
6. We fix the IT issue (quick turnaround) - Once you approve the quote and payment is confirmed, our experienced developers begin work immediately. A dedicated project manager coordinates the process and keeps you updated throughout. Most small fixes are completed within 24 to 48 hours on weekdays, and sometimes even on the same day. We test the fix on our end to ensure the IT issue is fully resolved without causing side effects, applying changes on a staging site or during off-peak hours whenever possible—all done with our best effort.
7. Delivery and confirmation - After the fix is implemented and tested, we’ll inform you that the job is completed. You can verify that everything is working on your end. We commit to using our best effort throughout this process to ensure your satisfaction. Once you confirm that all is good, the one-time support job is closed. At this point, you’re not tied into any ongoing commitment; however, if you found our IT support services helpful, you’re welcome to reach out again anytime or even consider becoming a regular support client for continuous help (more on that below).

Our pricing structure for on-demand IT support services is simple and upfront:

Fixed price for small jobs (≤ 8 hours)
If your support request is estimated to require eight hours of work or less, we will handle it as a one-time task with a fixed price. In practice, once we assess the task, we’ll quote you a single fixed price that covers the entire job. The price will not change even if we end up taking a bit longer than expected – you are protected from cost overruns. By capping the scope at 8 hours, we ensure that the task is indeed small enough to be done quickly and at a fixed price.

Hourly pricing for larger jobs (> 8 hours)
If your requested task is estimated to exceed 8 hours, instead of being considered a one-time, quick fix, it will be categorized as a project, and we will engage under a traditional customer-supplier relationship. That means we would charge based on our hourly rates or propose a project plan. We will communicate clearly if your request falls into this category, and we can then either: (a) proceed with the work on an hourly basis with your approval, or (b) if you prefer a fixed quote for the entire larger project, we can discuss the requirements in more detail and provide a proposal. The key point is that jobs over 8 hours require a formal engagement (essentially becoming a “regular” IT support services customer) instead of the on-demand fixed-price route.

Transparent rates
1902 Software maintains competitive hourly rates for all our IT support services, and we publish our rate card openly. If you’re interested in the specifics of our pricing (hourly rates for different skill types, package discounts, etc.), please view our full price list.

In summary, small tasks = one fixed fee, while bigger tasks = standard engagement, sometimes it is fixed price, other times it is time and material, it depends on the project. Regardless the scenario, we’ll always clarify the pricing with you before we start working.

Don't let technical IT issues slow you down. Submit a support request form and our team will provide a quote and turnaround time. Contact us today for fast and reliable IT support services for your website or app!