Many small to medium businesses (SMBs) still rely on a “break/fix” model for IT — where they call in tech support only when something goes wrong. On the surface, it seems cost-effective. After all, why pay for ongoing IT services if nothing is broken?
But like most things in business, the cheapest option isn’t always the smartest.
As cyber threats become more sophisticated and downtime more damaging, the true cost of reactive IT support can far outweigh the investment in a fully managed IT service. Let’s break down the difference and explore what’s really at stake.
What Is Break/Fix IT?
Break/fix IT is a reactive support model. You contact an IT technician when you:
- Lose access to your files
- Experience network outages
- Have malware or ransomware issues
- Can’t print, connect, or access business-critical apps
You’re charged an hourly or per-incident rate. There’s no monitoring, no proactive support, and no relationship — just a technician trying to get things working again.
What Is Fully Managed IT Support?
Fully Managed IT Support (also called Managed Services) is a proactive, partnership-based model. You pay a fixed monthly fee, and in return, a Managed Service Provider (MSP) maintains, monitors, and secures your entire IT environment — 24/7.
Services often include:
- Proactive maintenance and system updates
- Cybersecurity monitoring and threat prevention
- Remote user support
- Backup and disaster recovery
- Strategic IT planning
- Vendor management and licensing
The Hidden Costs of Break/Fix IT
While the hourly rate might seem attractive, break/fix support has some not-so-obvious costs that can significantly impact your business.
💸 1. Unplanned Downtime
Waiting until something breaks leads to longer recovery times. If your network goes down or a virus locks up your systems, you’re losing more than productivity — you’re losing revenue and damaging your reputation.
Example: A two-hour outage during business hours can easily cost a small business thousands in lost productivity, sales, and admin backlog.
🔐 2. Security Vulnerabilities
Break/fix providers don’t proactively monitor your systems. That means patches, antivirus updates, and firewall rules often fall behind — leaving your business exposed.
Cybercriminals rely on unpatched systems. With no one watching, your systems become low-hanging fruit.
🧑💻 3. Repetitive Issues
Without root-cause analysis and proactive maintenance, the same problems happen again and again. You’re paying each time, but never actually solving the underlying issue.
It’s the IT equivalent of fixing a flat tyre every week instead of checking for a nail.
⚠️ 4. Lack of Strategy
Break/fix IT doesn’t involve long-term planning. There’s no guidance on:
- When to upgrade hardware or software
- How to secure remote work
- What cloud services best suit your business
You’re left guessing — often making decisions that don’t scale or secure your operations.
Why Fully Managed Support Is Worth the Investment
Managed IT services are not just about fixing things faster — they’re about preventing problems in the first place.
Here’s what you gain:
✅ Predictable Costs
No surprise invoices. Just a consistent monthly fee that’s easier to budget and plan for.
✅ Proactive Monitoring
Issues are detected and resolved before they cause downtime or data loss.
✅ Business Continuity
Backups, disaster recovery, and cybersecurity are part of the plan — not a panicked afterthought.
✅ Expert Guidance
Your MSP becomes your virtual CIO — helping you plan upgrades, forecast IT spend, and stay ahead of tech changes.
✅ Compliance & Security
Managed providers keep your business aligned with Australian data privacy laws and best practices.
Break/Fix Might Still Have a Place — But It’s Rare
Break/fix might suit:
- Sole traders or micro businesses with little to no dependency on IT
- Non-critical systems with occasional usage
But for any business that relies on technology to run, grow, or stay competitive — fully managed IT support is a better long-term strategy.
Final Thoughts
Choosing between break/fix and managed IT services isn’t just about dollars — it’s about how you value uptime, security, and peace of mind.
Break/fix is reactive. Managed IT is proactive. And in today’s digital world, proactive wins every time.
