Do you need an IT Support Contract?

Break/Fix vs Managed Services

Break/fix and Managed IT Services are two ways of providing IT Support services, but they have distinct differences in terms of the scope and level of service they provide.

Break/Fix or Non-Contract IT Support

Break/fix support, also known as "pay-as-you-go", or "time and materials" support, is the most common type of IT support. It's called "break/fix" because it's all about fixing your problems—when they break, you call us, and we fix them. Break/fix is a type of IT support that’s focused on fixing problems as they arise, rather than performing preventative maintenance. It's one of the most affordable options for IT support, but it also has some drawbacks. The biggest one is that you need to wait until you have a problem before you can get help from us.

Break/Fix or non-contract based IT support service where businesses are charged a fee for each incident that arises. This type of service can be beneficial for businesses that have minimal IT support needs and prefer to pay only for the services they use. However, it also has several drawbacks that businesses should consider before choosing this type of IT support:

Drawbacks of Break/Fix

Lack of Proactivity: With break-fix IT support, the provider is only called in to fix problems as they occur. There is no proactive monitoring or maintenance of the IT systems, which can lead to more frequent and severe issues.
Cost Inefficiency: Break-fix IT support can be more expensive in the long run as it can lead to more frequent repairs and downtime. This is especially true for businesses with complex IT infrastructures that require regular maintenance.
Limited Support: Break-fix IT support is typically limited to troubleshooting and repair services, which means that businesses may not have access to other IT services that can improve their performance and security.
Lack of Predictability: With break-fix IT support, businesses may not be able to predict the costs associated with IT support, which can make budgeting and forecasting difficult.
Lack of Continuity: Businesses that rely on break-fix IT support may not have a dedicated IT support team to handle their issues, which can lead to longer resolution times and lack of continuity in the support provided.

Benefits of Break/Fix

Cost-effective: One of the main benefits of break-fix IT support is that businesses only pay for the services they use. This can be cost-effective for businesses with minimal IT support needs, as they don't have to pay for a minimum level of service or commit to a long-term contract.
Flexibility: With break-fix IT support, businesses have greater flexibility in terms of service usage and can change providers more easily. This allows businesses to adapt their IT support needs as their business evolves.
No long-term commitment: With break-fix IT support, businesses are not locked into a long-term contract and can choose to discontinue the service at any time.
Good for small businesses: Smaller businesses that have limited IT needs and budget can benefit from break-fix IT support as they don't have to pay for services they don't need.
Pay-for-what-you-use: Businesses can use break-fix IT support as a supplement to their in-house IT team. This allows them to use IT support services only when they need it and avoid having to pay for a full-time IT support staff.

Break-fix IT support can be a good option for businesses with minimal IT support needs, a limited budget or those who prefer to pay for only what they use. It also allows for greater flexibility and no long-term commitment. However, it's important to weigh the drawbacks and consider if it aligns with the overall IT strategy of the business before making a decision.

Managed Services or Contract-Based IT Support

A managed service contract, also known as managed IT services, is a comprehensive set of IT services that are typically provided on a contract basis. This includes network monitoring, troubleshooting, software updates, and other IT management tasks. This type of service can be beneficial for businesses that want to proactively maintain and improve the overall performance of their IT infrastructure.

Managed services IT support is about long-term planning and management. You pay for the service in advance and we'll monitor your systems to make sure everything is running smoothly. In addition to fixing problems, we'll also make sure that all of your backups are working properly and that there are no viruses lurking in the shadows of your company's data storage system.

Managed services IT support can be more expensive upfront—but it saves you the trouble of worrying about whether or not your problem will be fixed right away. Instead of having to wait for tech support to call back or troubleshoot themselves through their own system's prompts (which can take hours), managed services providers have qualified people who are ready and willing to help out immediately when something goes wrong.

Here are some benefits of a managed service contract as opposed to break-fix IT support:

Benefits of Managed Services

Proactivity: With managed services, the provider takes a proactive approach to IT management by monitoring systems and identifying potential issues before they cause problems. This can help reduce downtime and improve the overall performance of the IT infrastructure.
Cost-efficiency: Managed services can be more cost-efficient in the long run as it reduces the need for frequent repairs and downtime. Businesses can also budget for their IT services on a predictable and consistent basis.
Comprehensive services: Managed services providers typically offer a wider range of services, including Cloud services, IT consulting, and IT security. This allows businesses to have a complete IT solution that addresses all their needs.
Predictability: With managed services, businesses have more predictability in terms of costs and services, which can make budgeting and forecasting easier.
Continuity: Businesses that rely on managed services typically have a dedicated IT support team that handles their issues, which leads to faster resolution times and continuity in the support provided.
Scalability: Managed services can be tailored to the specific needs of the business and can be scaled up or down as needed, which can be beneficial for businesses that are expanding or contracting.

Possible Drawbacks of Managed Services

While managed services can offer many benefits for businesses, there are also some drawbacks to consider:

Long-term commitment: Managed services typically involve a long-term contract, which can make it difficult for businesses to change providers or adjust their IT support needs.
Lack of control: With managed services, businesses may have less control over their IT systems, as the provider is responsible for managing and maintaining them.
Limited customisation: Managed services providers typically offer a set of standard services, which may not be fully customised to the specific needs of the business.
Lack of transparency: Some managed services providers may not be fully transparent about their processes and procedures, which can make it difficult for businesses to understand how their IT systems are being managed.

Managed services can be beneficial for businesses that want to proactively maintain and improve their IT infrastructure, have a predictable budget, and have access to a wider range of services. Additionally, it can be more cost-efficient in the long run, and provide continuity, scalability, and predictability.

Which Should You Choose?

Whether a business should choose break-fix IT support or managed services depends on the specific needs and goals of the business. Each type of service has its own benefits and drawbacks, and the best option will depend on the unique requirements of the business.

Do You Need Break/Fix?

Break-fix IT support can be a good option for businesses with minimal IT support needs, a limited budget, or those who prefer to pay for only what they use. It also allows for greater flexibility and no long-term commitment.

Do you need Managed Services?

Conclusion

Ultimately, it's important for businesses to evaluate their IT support needs, budget, and long-term goals before making a decision. It's also important to research and compare different providers and their service level agreements (SLAs) before signing up for either break-fix IT support or managed services.