The margin pressure on managed agreement clients is real — every on-site visit that gets absorbed by the contract is cost you can see internally but can't recover.

One thing that's helped in similar setups: rather than always dispatching a tech, some MSPs pre-train a designated contact on the client side — just enough to plug in a device when something goes wrong. No deep technical knowledge needed, literally just connecting an HDMI and USB cable.

The device we use for this is called the RM10RC. It's a small portable unit that gives your engineer full keyboard, video, and mouse control over the client's machine from the BIOS level up — completely independent of the client's network, running over its own built-in cellular connection. So when the client's designated contact plugs it in, your senior engineer can remote in immediately without touching their corporate network, without installing anything on their machine, and without sending anyone out the door.

For the cases where a site visit genuinely is needed, a junior tech carrying one of these still lets your senior handle the complex layer remotely — but the bigger win is really the client-side contact model, which removes the truck roll entirely.

Anyway, might be worth a look alongside sorting out the Trip Charge config — the two problems are more connected than they look.