The break-fix model takes a “repair shop” approach to your IT systems. Working with someone who follows this system means that your IT issues won’t be addressed until something goes wrong. Managed service providers (MSPs) take a proactive approach so you can avoid unpredictable costs. However, the challenge for many businesses is recognizing break-fix vs. managed services during their search for a provider.
| “While the difference may seem obvious, many IT providers won’t say anything that could cost them a sale, which means you may not realize you’re locked in a break-fix contract until it’s too late.” – Paul Marchese, CEO of MCP |
While most businesses say that they are interested in making the transition from break-fix to managed IT, it’s too easy to choose another break-fix provider, thinking you hired an MSP. Therefore, you and your team should closely monitor your potential partners before signing a contract.
Our guide is here to help you do that. We will explore the signs that your potential partner is a break-fix provider, and how you can verify that what you’re getting will be managed IT services.
Subtle Signs Your Potential IT Provider Offers Break-Fix Services
Incident-Based Pricing
If the provider quotes hourly or per-incident rates, that usually means they operate on a break-fix model. You’ll be billed each time you need support, which makes monthly costs unpredictable. This approach rewards reactive service instead of ongoing prevention.
Only paying per incident may seem cost-effective, but in most cases, it will be more expensive in the long term. Most organizations see more cost savings when they choose a partner who offers a fixed, subscription-based fee for services. CloudSecureTech notes that this model can reduce your IT expenses by at least 25% on average.
Over-Focus on Speed
Although you want an IT support team that will answer your calls quickly, your potential provider should give you more information than response times alone. You want someone who will also explain how they’ll keep your IT systems stable. If there’s no mention of routine maintenance or system checks, their support will likely only begin after something breaks.
Choose a Proactive IT Partner Who Also Has a 5-Minute Response Time |
Fluctuating Estimates
If the quote includes wide pricing ranges based on usage, it suggests your monthly spend could swing up or down without warning. That’s common in break-fix contracts. A provider with no set monthly rate isn’t focused on stability.
Narrow Scope
When a proposal includes just IT support and basic backups, take a closer look. It may leave out cybersecurity, user support, or strategic planning entirely. A limited scope like this usually means the provider is focused on reactive fixes, not full-service management.
Warranty-Only Coverage
Some providers limit their help to hardware that is still under manufacturer warranties. This narrow focus ignores software patches and network tuning, which are essential for long-term stability. Most hardware manufacturers’ warranties only last 3 years, so if you work with that provider for longer (or have older equipment), they may not be able to help you in these cases.
Restricted System Access
If the provider controls admin credentials and doesn’t offer shared access, that’s worth questioning. Keeping you out of your own systems creates dependency and limits transparency. It also signals a service model built around you calling them every time you need a change.
| You Know How to Find an MSP. Here’s Help Finding The Right MSP |
Clear Signs That You’re Signing Up For The Managed Services Model
24/7 Monitoring Tools
Sales material that highlights round-the-clock monitoring and automated alerts shows the provider plans to watch your environment continuously. Real-time oversight catches issues early, which reduces downtime and repair costs. Good managed service contracts build this monitoring into the base package instead of selling it as an add-on.
Documented SLA Targets
A service level agreement (SLA) that sets clear targets for response time, resolution time, and uptime reflects a mature managed service approach. These measurable goals let you track performance and hold the provider accountable. Managed service teams use the same metrics internally to improve their processes.
Here are a few more targets to look for and why.
| SLA Metric | Why It Matters |
| First Contact Resolution Rate | Shows how often issues are fully resolved during the first interaction, reducing repeat tickets. |
| Ticket Reopen Rate | Indicates the percentage of issues that were marked resolved but needed further work. A low rate shows quality support. |
| Scheduled Maintenance Notification Lead Time | Helps you plan around service interruptions by giving advance notice. |
| Escalation Timeframe | Tracks how quickly unresolved issues are escalated to senior technicians, which affects the speed of resolution. |
| Onsite Dispatch Time | For hybrid environments, it measures how quickly technicians arrive when remote support isn’t enough. |
Regular Health Reports
If the agreement promises monthly or quarterly reports on patch status, asset health, and security events, you are viewing a managed IT plan. These summaries give you visibility into work completed and upcoming tasks. Transparent reporting proves that proactive maintenance happens behind the scenes.
Strategic Meetings
Proposals that include scheduled sessions to discuss goals, technology upgrades, and budgeting show long-term planning. A provider who builds roadmaps with you invests in your growth instead of waiting for tickets.
Predictable Upgrades
If the provider maps out hardware refresh cycles and software updates in advance, that level of planning points to a managed services model. Scheduled upgrades cut the surprise factor from capital expenses and keep performance consistent. Plus, 60% of data breaches are directly tied to unpatched software, so you want someone who will always keep you up-to-date.
Built-In Cybersecurity
Proposals that include routine patching, vulnerability scans, and multi-factor authentication setup show a preventive mindset. By reducing attack surfaces before incidents occur, the provider demonstrates proactive management. Integrated security lowers the chance of disruptions and protects data integrity.
| Where to Find Managed IT Services in Western New York | ||
| Rochester | Buffalo | Batavia |
Explore How MCP Can Be The MSP You Need
The best kind of IT partner is one who puts your business operations first. Break-fix support companies rarely do that by the nature of their business model. The incident-by-incident system may work for some larger organizations with IT that rarely breaks, but this is not the case for most small businesses.
If you need that kind of support, you can count on MCP. We are the oldest technology provider in Western New York, so we have a wealth of experience helping organizations across industries make their IT work for them. It also means that we’re skilled at adapting to evolving IT trends, a lot has changed since 1981.
Reach out to us today to find out how we can help you.
