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

[Poseidon]

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¢

[slgrieb]

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.