Why We’re “Married” to the All-Inclusive IT Retainer Model
At Ultrex, we do things a little differently than the old-school “computer repair guy.” If you’ve ever hesitated to call tech support because you were afraid of receiving a surprise bill for a 5-minute conversation, you know exactly why we operate the way we do.
We are fully committed to the All-Inclusive IT Retainer model.
It’s not just a pricing structure; it’s a philosophy. We believe that for IT to actually work for you, our incentives need to be aligned with yours.
The Problem with “Break/Fix” (The Hourly Trap)
In the traditional IT world (often called “Break/Fix”), the IT provider makes money when you have problems.
Think about that for a second. If your server crashes, your email stops working, or your printer explodes, they bill you by the hour to fix it. They literally profit from your downtime.
If they fix it too quickly or permanently prevent the issue from coming back, they make less money. That creates a fundamental conflict of interest.
The Ultrex Approach: Aligned Incentives
With our retainer model, we flip that script.
Because you pay a flat monthly rate, we don’t bill per ticket or per visit. Those items—and the help that goes with them—are all part of the retainer.
This means:
- When things are running smoothly: You are happy because you are productive. We are happy because we did our job well.
- When things break: We lose time and resources fixing it.
Suddenly, we are highly motivated to prevent problems before they happen. We want your systems to be boring, stable, and secure—because that’s a win for both of us.
The “One Stack” Trap vs. Finding Your Fit
There is another model out there in the IT world: The “Cookie Cutter” MSP (Managed Service Provider).
Many MSPs operate by forcing every single client into the exact same “stack.” They pick one firewall, one antivirus, and one backup solution that they like, and they force you to use it. It doesn’t matter if it’s overkill for your budget or underpowered for your needs—you get what they give you because it’s easier for them to manage.
We don’t believe in the “My Way or the Highway” approach.
We don’t tie ourselves to any one offering or solution. Just because we have a favorite software doesn’t mean it should automatically be yours.
Instead, we let your budget, your priorities, and your needs dictate the tools we use. We sit down and tailor-fit our recommendations based on where you land on the Cost vs. Security vs. Convenience spectrum.
We’ll still definitely warn you of risks and rewards of options you’re looking at- we call it “inform and equip”- it’s our job to let you know the good and bad of options before you, and then have you decide what right for your company. If you want us to just tell you what to do, we’re fine with that, but even that should be your decision to ask for! 🙂
There’s no one right answer for all, so let’s dive in and find the right thing for you—together!
Who Holds the Keys? (Why Transparency Matters)
Here is a common horror story we hear from new clients: “My old IT guy set everything up, but he won’t give me the passwords.”
Some providers act like gatekeepers. They intentionally withhold admin logins or register software licenses in their own name rather than yours. They do this to create “stickiness”—making it scary or difficult for you to ever leave them.
At Ultrex, we believe that if you bought it, you own it.
We like our clients having logins to the items we manage for them.
- 👉 We register licenses in your name.
- 👉 We share the admin credentials with you.
- 👉 We don’t hide behind a curtain.
Why do we do this? Because accountability breeds trust.
We want you to stay with us because you love our service and our partnership, not because you are held hostage by a lack of passwords. We are confident enough in our work to hand you the keys to your own castle.
Killing the “Fear of the Meter”
One of the biggest security risks in any business is a user who is afraid to ask for help.
If an employee sees a weird pop-up or gets a suspicious email, we want them to call us immediately. But if they know that picking up the phone starts a billing timer, they might try to ignore it or fix it themselves. That’s how small glitches turn into massive ransomware events.
With the all-inclusive model:
- 👉 Unlimited Support: Your team can call, email, or chat as much as they need.
- 👉 No Surprise Invoices: You can budget exactly what your IT spend will be every month.
- 👉 Proactive Maintenance: We don’t wait for you to call; we work in the background to keep things updated and safe.
Ready for IT That’s on Your Side?
Ultimately, the retainer model allows us to stop being a vendor you pay to fix broken things, and start being a partner who helps your business grow.
If you’re tired of being forced into a “stack” that doesn’t fit, or if you just want an IT team that cares as much about your uptime (and your ownership) as you do, let’s talk.
👉Contact Ultrex Today — Let’s find the right fit for you.