u/ExcellentPlace4608

I’m a one man MSP in a midsized market. I'm deep in the sales process with a 30 user medical practice (Athena, M365, very cloud-heavy). I quoted my standard package at $110/user with separate line items for Acronis, Bitdefender, etc.

The owner seems like she really wants to work with me but the total monthly is higher than anticipated. Her main argument is that they have a wide range of user types like contractors and limited-access users who "only use email" and don't need hardware support or "significant IT involvement."

One of her ideas is a tiered approach. I don't know how much I like the idea yet but I’m considering offering two tiers:

1. Full Management ($110/user): For core staff, providers, and front desk.
2. Limited Access Tier ($30–$40/user?): For the "contractors" and "cloud only" users.

How would I actually enforce this? My fear is that "limited access" users will still call me, or "full support" users will call on their behalf for "simple" things like password resets or printer issues on personal laptops.

Is this tiered model a standard move or am I just inviting 30 user labor for 15 user pay?

What are some of the weirdest/craziest/most expensive things you’ve seen left behind? I‘ve been on the farm a few times and I‘m always blown away by what people decide to leave behind, especially last year!