I understand your point completely. That is why charging $100/hour for services is a thing of the past. You cannot charge someone $100/hour if they spend 8 hours at your office trying to fix malware. It is essential to come up with a fixed monthly fee that gives the customer *unlimited* support. It might sound crazy, but if you invest in the right kind of management tools, scripts for automating fixes on common problems, patch management, AV deployments, spam filtering, everything you can think of, you'll soon find that you don't spend as much time trying to put out fires and it takes seconds to close tickets. You can easily charge customers with 20-30 employees anywhere from $1500-3000 a month depending on the services you include. It's not just for support. It's also for AV, spam filtering, perhaps software licenses, or even hardware as well. We call it Managed Services, and it works like a dream. People need to stop this break/fix $100/hour crap. This is why businesses hate IT guys. Come up with a plan that works best for your customers and then you'll both save time and money.