IT and Business Insights for SMB Solution Providers

Atera Reveals Latest Benchmark Statistics for MSPs

Business intelligence data shows some MSPs drastically undercharging for services. By ChannelPro

Atera, developers of a cloud-based IT platform that combines Remote Monitoring and Management (RMM), Professional Services Automation (PSA) and remote management into one software solution, has revealed new data findings through the Benchmark, the company’s business intelligence (BI) platform. The findings conclude that more than half of MSPs are undercharging for their services, while the most profitable businesses adhere to strict service level agreements (SLAs).

“We created the Benchmark to find innovative ways to help MSPs grow their businesses,” says Gil Pekelman, CEO at Atera. “The data reveals some interesting correlations, including an opportunity for MSPs to charge more than double or even triple their hourly rate by increasing their SLAs, better negotiation, positioning and marketing. Through the Benchmark, we are helping partners make sense of the data and better evaluate their performance compared to the competition. With a slight increase in value-adds, MSPs can easily grow their businesses, and we are excited to be the trusted provider to take them there.”

The Benchmark is intended to analyze and measure key performance indicators (KPIs) for MSPs. Through the business intelligence platform, recent data revealed 45 percent of MSPs charge between $45-$99 per hour, while 55 percent of MSPs charge between $100-$155 per hour. The remaining 5 percent are charging between $200-$250 per hour because they are offering an added expertise or special service.

When it comes to response rate, MSPs who respond to customer tickets within 20 minutes see the most success and return business. Of those polled, 50 percent charge more than $100 per hour, and the other half charge less. The MSPs who charge more reply 43 percent faster to tickets than those who charge less.

The Benchmark business intelligence platform is designed to provide MSPs with information to enable them to run a better business. The feature is updated daily and collected anonymously from hundreds of participating Atera customers. Its infrastructure is built on PowerBI, Microsoft’s data visualization tool. For a 30-day free trial, visit    

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