The most common support service is for the client to buy a bucket of hours. Support tickets are priced by the hour, and once the bucket reaches 0, more hours are purchased.
While this approach technically works, you’re trading time for money. So it doesn’t scale. And it lends itself to arguments over why one ticket took so much longer than another.
There’s a viable (and better) alternative: support packages.
Option 1 is priced lowest. It’s a basic plan that allows your client to create support tickets. You work on one ticket at a time. You start the 2nd ticket once the 1st is completed.
You complete as many tickets as possible per month, but there’s an understanding that you may not be working full-time with this client. The price reflects this.
Option 2 is slightly more expensive and is similar to option 1, but you can work on 2 tickets simultaneously.
Option 3 is the most expensive option. Here you can work on 3 tickets simultaneously, or just 2 and provide some additional pro-active support. Perhaps performing routine audits and corrections.
All options are priced by the month, and your client can choose the option that best aligns with their needs and budget.
The takeaway
A monthly support package provides benefits to both you and your client.
Your client knows someone is always available, and their expenses don’t fluctuate from month to month.
You get a steady source of income, and are not trading time for money.