For years, the break-fix model of IT support seemed destined for the history books, overshadowed by the rise of managed services and cloud solutions. Yet, like a character from “The Walking Dead,” break-fix has proven remarkably resilient, refusing to fade away. Just as Rick Grimes and his group of survivors navigate a world overrun by walkers, businesses continue to encounter the persistent presence of break-fix IT support.
The Unexpected Comeback
While prospecting for managed services and cloud solutions over the past few weeks, I encountered several CPA and legal firms still clinging to the break-fix model, paying by the hour for IT support. Surprisingly, one of these firms was an IT company that had recently been acquired. This brought back memories of a heated debate I had years ago with an IT provider in Houston.
The Great Debate: Flat Fee vs. Hourly Rates
During our discussion, the provider passionately argued that hourly billing offered customers the best experience and results, even claiming it saved them money. He insisted that paying by the hour ensured customers only paid for what they needed, avoiding the “waste” of flat fee models. He cited examples of clients who had minimal IT issues and thus benefited from lower costs.
However, as the conversation progressed, he began to boast about the profitability of his remote management services offered at a flat fee, while everything else was billed hourly. This contradiction was glaring. How could the hourly model save customers money while also being more profitable for the provider? The answer was clear: it couldn’t.
I pointed out that a managed services agreement (MSA) with a fixed fee, including virtually unlimited onsite support and help desk services, consistently provides better value. Customers benefit from predictable costs and comprehensive support, which often leads to fewer IT issues and better overall performance. The provider reluctantly admitted that his flat fee services were indeed more profitable because they encouraged proactive maintenance and quicker issue resolution, reducing downtime for clients.
Conclusion
Much like the relentless walkers in “The Walking Dead,” break-fix IT support continues to roam the business landscape, refusing to die. Despite the clear advantages of managed services, the break-fix model persists, particularly among certain professional sectors. This persistence can be attributed to a combination of tradition, perceived cost savings, and a lack of awareness about the benefits of managed services.
As the IT landscape continues to evolve, it’s essential for businesses to critically evaluate their IT support models and choose the one that truly offers the best value and experience. Managed services agreements with fixed fees, including onsite support and help desk services, provide a more predictable and often more cost-effective solution. However, the quality of the experience depends on the MSP’s resources and staffing levels, making it crucial to verify these aspects before committing. Just as Rick and his group had to adapt and find reliable allies to survive, businesses must find the right IT support model to thrive in today’s digital world.
Article written by David Walter