Managed vs break/fix
Which one are you actually paying for?
Both models can keep a business running. The difference is who carries the risk of the work that nobody gets around to.
When work happens
Break/fix
After something breaks, once it's affecting the business
Universal Support
On a schedule, before it affects the business
What you pay
Break/fix
Hourly, so the bill is largest in your worst month
Universal Support
A predictable monthly fee per person
Incentives
Break/fix
The provider earns more when things go wrong
Universal Support
The provider earns more by keeping things working
Monitoring
Break/fix
Usually none — you are the monitoring
Universal Support
24/7, with alerts acted on before you notice
Security
Break/fix
Addressed when asked, often after an incident
Universal Support
Baselines applied and monitored as standard
Backups
Break/fix
Set up once, assumed to be working
Universal Support
Verified, restore-tested and reported on
Documentation
Break/fix
In the head of whoever last did the work
Universal Support
Written, current, and owned by your business
Calling for help
Break/fix
Staff weigh up whether it's worth the hourly rate
Universal Support
Staff ask, because asking costs nothing extra
Planning
Break/fix
Replacement happens when something dies
Universal Support
Lifecycle tracked, replacement budgeted in advance
When break/fix is the right answer
Break/fix genuinely suits some situations: a very small office, little dependence on technology, no compliance obligations and tolerance for a few days without a working system. If a day offline would cost you real money, or you hold data you can't afford to lose, managed is the cheaper option over any reasonable period.
Next step
Not sure which side of that line you sit on?
Tell us what your business depends on and we'll tell you straight — including if you don't need a managed agreement yet.
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