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No lmao
Hi @SplitIce!
I missed this. Can you please provide a link?
May I please ask, what are your two main activation criteria for exceeding unmanaged support?
Thanks!
Tom
The proper thing to do would be, if Calin, would be to say
"Hey, I'm a IT guy, not a banker. Although I knew I would be able to fulfill your order, my lack of experience in dealing with large transactions and the different financial laws/regulations involved were something I was not aware of, and for that, I'm sorry. Given how international law works, international standards apply and you, as a client should also be doing your own due dilligence before making such a large transaction.
Keeping all of your money without providing you some sort of service would be immoral. We're both at fault for different reasons. I have X hours into dealing with this exclusively and I'm going to invoice you for X hours @ Y/hr (reasonable, nothing exorbitant) and return the full amount minus my fees as soon as possible.
Regards,
Calin @ IHostArt"
PS @Calin, if you do end up making it right for the guy, just copy/paste. That was 5 minutes @ 125/hr, (1 hour minimum) I'll catch up with you later!
If paying for it makes sense overall - it just takes forever to reach a consensual agreement beforehand - then it's definitely the fair thing to do.
But it's true that one always expects more from a managed service, including being on call to deal with some of the nitty-gritty issues on even it's servers.
This is ultimately unavoidable, and I call this the expectation bias.
So, on this forum, maybe I'm a customer, but I'm an operator elsewhere, and the choice for me personally is -
I automated most of the questions as much as I could using the AI, especially considering that in conjunction with the knowledge base, many times the AI answered quite well for Linux support.
On the other hand raise the cost of manual support and screen some of the customers so that there is less dissatisfaction for you or your staff, while putting more effort into the customers who actually have a need and desire to increase user stickiness and satisfaction with this loyal group of customers.
As the saying goes, you want both, you lose both.
@SplitIce
I've worked as a consultant for quite a few years myself (for some big companies) and my first reaction to your OP is this:
If one of my clients who happened to be one of yours too needed some custom job in your field of work and expertise done, and asked for my advice, I'd say "sounds reasonable to me. Maybe have a lawyer look at it as well. From my side it's a 'go'".
Btw. the one point that would raise (mild) suspicion in my eyes is your low hourly rate (Yeah yeah I know, this is LET and here it might look high to some. In the real world/business though it's very low for engineering type services.)