The quality of your IT experience is directly related to the upfront choices you make regarding your computer support needs.

For those most concerned with price - we only fix a problem when it occurs. This is referred to as the “Break-Fix” model.

For others that prioritize dependability, stability, and predictability - a more methodical approach is taken to ensure these priorities are met. This is known as the "Managed Services" model or MSP. Basically, it’s like having an IT department...but outsourced.

Let’s break this down further...

Break-Fix IT Model

The Break-Fix IT model operates on a reactive basis.  When it breaks, you stop what you're doing... or even who you're taking to in that moment. You, then, immediately call the repair vendor to schedule service.

At this point, you will either carry the broken equipment in to them, or they will schedule a time to come out and fix the issue. In some cases, your repairman may even remote into your system to help.

To some degree, you are responsible for identifying the IT issue on your own, which you may not have the time or expertise to do... all while you’d rather be focused on your own clients.

The key takeaway from the Break-Fix model is that your equipment is not working, you need to spend time figuring out how/when it will be repaired, and your operations have slowed or stopped in the meantime. This can have a huge impact on your business.

This model is focused on quick, short-term solutions rather than addressing underlying issues comprehensively. If billing is hourly, you’d probably rather your IT guy NOT spend all day working on the problem.

BUT (as the argument goes), this is the most cost effective and simple way to handle a computer issue!! Which, unfortunately, also makes it impossible to budget for when planning annual expenses.

Managed Services IT Model

On the other hand, the Managed Services IT model (MSP) operates on a proactive approach to support. With this support agreement, you have the confidence of knowing that your technology is being monitored in real-time for potential problems. While YOU are focused on your clients, your MSP team is focused on your technology. This way, problems can be addressed before they become an emergency; effectively, eliminating downtime for your staff and operations.

Preferably, problems can be addressed before you ever even notice there was a problem to begin with.

MSPs align their goals with your goals. Minimizing downtime, avoiding failure, and enhancing system reliability is profitable for both you AND the MSP. Since there is no hourly wage, rather just the support contract, an MSP also benefits from ensuring your operations are running smoothly.

Another plus? With a fixed montly fee, you are able to better budget and prevent financial surprises. Managed Services, in the long run, prove more cost-effective than Break-Fix... and often even more cost-effective than maintaining an in-house IT team. Think: dedicated support 24/7, at a fraction of the cost.

So, Which One?

Of course, the right fit for your business will depend on the manner of your operations.

If you have minimal IT needs and/or only sporadic issues, the Break-Fix model may suit your business well. However, if your operations have heavy reliance on technology and mission critical equipment, the Managed Services IT model is going to offer the most comprehensive support (and peace of mind).