Client wants a retainer agreement for my IT support services? Any advice?

It really all depends...

What services are covered by the agreement? general maintenance; standard tech support; how quick will they need the support; what hours of availability? etc. Who does the hardware work/repair if you're just offering remote support?

Ive heard some companies have a retainer fee, just to be 'on call' to some degree, and then just charge a slightly reduced hourly fee.

others charge a fee per computer and unlimited support

others charge a fee per computer and just do maintenance.

...figure out how much work each computer will likely need (yearly) then break it down from there, and multiply it by your hourly, and give a slight discount.

Actually I have a free service that can customize an agreement for you

I use a smorgasbord approach to working with business clients. They can pick and choose the services that best address their short and long term needs and we enter into a contract with an equitable agreement. I personally would not get locked into a retainer arrangement as that could potentially have a negative affect on my ability to services other clients as the retainer client would trump other clients access to my services.

The best way to handle this is to figure out what your time is worth, then multiple that by the work station. Then after that subtract any discounts that you want to offer them. Keeping in mind this will be a ongoing job so give them some kinda break that is good for you and them at the same time. Then once you figure that all out bill it on a once per month base. Also letting them know that if any other resources such as hardware and what not will be added to the next month's billing cycle. Make sure you keep track of every purchase meaning have proof what the purchase was for and the workstation it was installed in or on. The biggest thing is keeping track of all your expenses if they start to get up there then you might want to change the contract when that one ends.

Try this

https://www.legalcontracts.com/contracts/computer-...

Do they also have real-time hardware support?: Remote is great for diagnosis (assuming the unit is working!) but anything requiring parts or installation (except software) is problematical, at best. We wouldn't consider such a commitment unless we had agreement with a local and Certified company to "partner" if needed, and so we would have those charges as a separate part of any agreement. Plus, you take the chance of having the client trade you for the on-site support. Having said this, a Remote service agreement with reasonable limits and a solid understanding of what is, and is not included, is absolutely necessary.