In the IT world when we look at small businesses we think in terms of computer and application support. It's not an issue of revenue or number of employees.

For us, a small business has 1 to 50 user computers and maybe a server or server room. The level of computer and application support doesn't require constant onsite or in the office technical support. They might need someone a day a week or a couple of days a month and of course available when needed. Sometimes they may be needed for multiple days depending on different situations. The main issue is that they are available when needed and are familiar with the systems you have installed.

Our company is organized around this service need. Our staff work in a flexible support arrangement. Each person has a number of clients they support and service levels are reviewed to make sure they aren't over booked.

When we start work with a new client it's generally in an immediate need situation. Once that need has been completed we do a site review to gain a better knowledge of their needs and configuration. This allows us to provide ongoing support with a reduce learning curve providing more efficient and less costly engagements.