How much is too much to ask for with emergency service?

I had a thought yesterday when receiving a call from one of my old customers.

I am not fully freelance anymore. I now work a desk job and do the IT work on the side. However it did cross my mind that many companies out there don't adhere to AV/security policies and are always at risk. Because of this risk that means that it's only a matter of time before they reach out to me for aid. I believe that since it's an emergency and that they aren't just a small "mom-n-pop" establishment that the situation is highly critical, work stopping, and causing loss of resources/revenue that I should charge a premium if I'm the only option they have and I have to alter my schedule to assist them.

What I want to know is, how much is too much to ask for compensation?
Personally in that specific situation I would like to employ this:

$189.00 an hour, first half of the day paid in advance for each day.

I also am considering a very generous guarantee of work for 1 week. Since it's a virus you can't guarantee anything but I figure a week allows proof that I cleaned it properly and taught them safe practices as well.

$189 per hour times 2.5 hours and they'd be better off buying a new computer. (round numbers used)

Why are you the only option? Don't they have a Best Buy near buy?

In other words - $189 per hour seems very high.

Thanks for the reply steve but this is for me doing business with actual companies that have a large computer base and infrastructure. I suppose they can go to best buy but if their IT department can't handle what Best Buy can handle they deserve my fees anyway. In another light if they want to go to Best Buy and replace 40-300 computers plus whatever number of servers they have then I'm all for it.

I guess my Best Buy ideas were pretty far left field.. Sorry about that.

You can always do the ol... "shop the competition" and see what others are charging for similar work.

Could be proactive and evaluate offices before disaster strikes.

You can only ask that much if you are definitely good for it. If you are charging that much, you are saying you can solve the problem faster than someone is charging less per hour but taking more time to do it.

Good advice NooNoo. I like the hidden meaning behind that. I need to set up a survey with companies asking how much is their data really worth to them. Or I can put that into the conversation.

I highly doubt that a half-decent IT dept can't handle a virus infection. If they can't, the company needs to fire them.
That being said, unless you can dissect a beand new virus and produce an antivirus I think that the rate is highly exagerated.

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Originally Posted by CeeBee

I highly doubt that a half-decent IT dept can't handle a virus infection. If they can't, the company needs to fire them.
That being said, unless you can dissect a beand new virus and produce an antivirus I think that the rate is highly exagerated.

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LOL read my why I sigh additions as of the past few posts. by the way I agree. But as long as companies like to just get by it will be my niche market.

Our company charges a $300 emergency callout fee...that's on top of the normal labor rates. And of course, after-hours and weekends/holidays rates are typically 50% higher than normal working hours.

Without the emergency callout fee, then the response is "best effort."

Or, you can use that $300 as a negotiating tool to get a regular contract: If you sign a contract, we'll wave that fee.

I generally just go with a 50% premium on labor rates. For many customers, that's enough to convince them that they really don't have an emergency, but for those who actually do, I like to think that they understand they are paying a premium for Right Now, but aren't getting charged so much they resent it.

Geez, I always just doubled my normal hourly rate and tried talking them out of it. Niclo, I'll quit my day job and work for you!

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Originally Posted by Guts3d

Geez, I always just doubled my normal hourly rate and tried talking them out of it. Niclo, I'll quit my day job and work for you!

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LOL, if you can find me a steady flow of clients that have emergencies I'll hire as many of you who want to work with me.

By " work for you' I meant collect the paycheck and fiddle around a bit at the shop...

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Originally Posted by Guts3d

By " work for you' I meant collect the paycheck and fiddle around a bit at the shop...

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Oooh, you're wanting to take the "manager" position. ;)

Okay, but remember that it was YOUR idea...

Instead of $189/hr for emergency rates, not to mention the 1 week guarantee, (which I would be very careful offering this, I would seriously reconsider), I recommend charging a premium flat emergency fee and then your normal rate. With companies you have developed a relationship with; you could always negotiate a “monthly retainer” with x number of support hours, which in turn would give them a guaranteed response time from you. Instead of a premium rate for work performed after hours and weekends, you could have it use up the time at a higher rate – (i.e. – 1.5 hrs = 1hr ).
Just my .02¢

Personally, I don't like a flat emergency charge plus standard rates because time on site is just too unpredictable. I've had too many situations where the disruption to my planned schedule exceeded the value of an emergency fee plus regular rates. I think you have to think of your costs in terms of inconvenience to other customers and a potential loss of good will. Sometimes, you can lose a job (or even a customer) over an issue like this. But it's definitely like walking a tightrope sometimes.