Track support plans across PC, server, and network tiers for every customer. IntegrateIT's support analytics module compares support costs against service revenue per client, identifies plan coverage gaps, and monitors customer support health -- so you can ensure every support agreement is properly priced and every client is adequately covered.
MSPs sell support at different tiers -- basic PC support, advanced server management, full network operations. But once the contract is signed, most MSPs lose visibility into whether the support they deliver matches what the client is paying for. Are you spending more time on a client's servers than their plan covers? Does a client have 50 PCs but only a 25-seat support plan? Are your support costs eating into margins on certain accounts? Without structured support plan tracking, these questions go unanswered until the damage is done. IntegrateIT brings support plan data, asset counts, and cost data together so you can see exactly where your support delivery stands against what each client is paying.
Define support plans across three primary tiers: PC support (desktops, laptops, workstations), server support (physical and virtual servers), and network support (switches, routers, firewalls, access points). Each tier has its own pricing, device count limits, and service level definitions.
Assign support plans to each customer and track exactly which tier of service they are subscribed to. The support analytics dashboard shows a per-customer breakdown of plan tiers, device counts covered, and the monthly cost of each plan -- giving you a clear picture of your entire support portfolio.
PC Support Tier
Covers desktops, laptops, and workstations. Includes endpoint monitoring, patching, antivirus management, and helpdesk support.
Server Support Tier
Covers physical and virtual servers. Includes server monitoring, backup management, patch management, and incident response.
Network Support Tier
Covers switches, routers, firewalls, and wireless access points. Includes network monitoring, firmware updates, and configuration management.
IntegrateIT calculates the actual cost of delivering support to each customer by combining technician time logged against support tasks, third-party tool costs (security software, RMM licenses), and allocated overhead. This cost is compared against the support plan revenue the client pays, producing a per-customer support margin.
Identify clients where support costs exceed plan revenue -- these are the accounts that need a pricing adjustment, a scope reduction, or a conversation about upgrading to a higher support tier. Conversely, identify clients with healthy margins to understand what makes those engagements work well.
IntegrateIT cross-references asset data with support plan data to identify coverage gaps. If a client has 45 PCs in their asset inventory but their PC support plan only covers 30 devices, IntegrateIT flags this mismatch. Similarly, if a client has added servers since their last contract renewal but their server support plan has not been updated, the coverage gap is immediately visible.
Coverage analysis runs automatically as asset data changes. When new devices are added to a client's inventory (either manually or through security tool integrations like SentinelOne or Huntress), the system rechecks coverage and highlights any new gaps. This ensures you are never unknowingly supporting devices outside the scope of the client's plan.
Device count mismatch
Client has more devices than their plan covers. Opportunity to upsell additional seats.
Missing tier coverage
Client has servers or network devices but no corresponding support plan. Opportunity to add a new tier.
Fully covered
All devices are covered by active support plans. No action needed.
IntegrateIT calculates a support health score for each customer based on multiple factors: plan coverage completeness, support cost-to-revenue ratio, device age and warranty status, and security tool deployment coverage. The health score provides a quick, at-a-glance assessment of each client's support posture. Clients with low health scores need attention -- whether that means adjusting their plan, replacing aging hardware, or deploying additional security tools. Use health scores during quarterly business reviews to show clients a data-driven assessment of their IT environment and recommend specific improvements.
Are all devices covered by an active support plan? Percentage of assets with corresponding plan coverage.
Support cost as a percentage of support revenue. Lower is better for your margins.
Average device age and warranty status. Older devices with expired warranties increase support risk and cost.
Percentage of endpoints with active security agent deployment (SentinelOne, Huntress).
Support analytics connects to contract and asset data for a complete picture.
Security and PSA integrations enrich support analytics with real endpoint and ticket data.
Start your 30-day free trial today. No credit card required.