What a support desk costs, and why.
No rate card — a rate quoted without its coverage window and SLA is a wrong number. Here is the structure, and what moves it.
Why this page has no numbers on it
Support pricing is a function of the desk you ask for, not of a product SKU. Three seats on business hours answering English calls in under a minute, and three seats holding a 24×7 multilingual queue to twenty seconds, cost different amounts to staff — the second needs roughly three shifts plus relief cover, a wider hiring pool, and headroom that sits idle at 4 a.m. so the peak still gets answered.
So instead of a figure that would be wrong for most readers, this page sets out the three models we quote in, the eight things that move the number inside them, and what a quote is actually made of. When you want the figure, the five-step quote form collects the coverage, volume, SLA, stack and compliance inputs it depends on, and a written scope comes back inside 48 hours. Questions about terms before that are answered on the FAQ.
Per-seat (dedicated)
You buy agreed agent capacity on your account — a named pod that works your scripts for a fixed number of hours a week.
Capacity, not calls
The seat is on your queue whether that queue is busy or quiet.
A flat invoice
The number barely moves month to month, which makes it budgetable.
Idle capacity
If volume is genuinely spiky, you pay for hours nobody spends on a contact.
Per-hour
You pay for hours actually worked on your queue — the same trained agents, metered rather than reserved.
Metered coverage
Hours are logged against your queue and reconciled to the roster.
Follows demand
A quiet month costs less than a peak month without a renegotiation.
Thin cover
A tight answer-speed SLA still needs scheduled hours to hold. Check both.
Per-outcome
You pay per countable result — a resolved ticket, a completed survey, a saved renewal — wherever the unit is clean enough to price.
A defined unit
What counts, what doesn't, and who arbitrates — agreed in writing first.
Risk moves to us
Effort that produces no result produces no invoice line.
Quality drift
Outcome pricing needs QA on top, or speed starts beating accuracy.
Worked as a structure, not a total. Take a 16×7 voice-and-email desk on English plus Hindi, answering in ≤ 45 seconds, handling 2,500 to 10,000 calls a month inside your own helpdesk. The scope that comes back has these lines on it — the same lines, in the same order, whatever the figures turn out to be.
Widen that desk to 24×7 and the seat line grows by roughly a shift plus relief. Tighten the SLA to ≤ 20 seconds and it grows again, because the headroom has to be there at the trough to survive the peak. Add chat and the same pod absorbs it; add outbound and it becomes its own line. Nothing else on the list changes shape.
Why are there no prices on this page?
Which pricing model will we end up on?
What is the cheapest way to run a desk?
Do you charge for onboarding, training and ramp?
What is not included in the rate?
How does the price change as we grow?
Send us the coverage and the volumes.
Five steps on the quote form. Back comes a written scope, an SLA and a start date — priced against your desk, not a rate card.