Choosing an IT Support Service Provider: Qualities to Look For in an MSP or Break/Fix Firm

Selecting the right IT support model and provider for your business is an important decision that can significantly impact your operations and bottom line. Should you go with an hourly break/fix firm that addresses issues as they arise? Or partner with a managed IT services provider (MSP) that proactively manages your technology?

There are benefits and drawbacks to both models. Key factors to consider include your business size, budget, and appetite for handling IT tasks in-house versus outsourcing them. This blog breaks down the differences between MSPs and break/fix firms, the core services each offer, pricing models, and most importantly – the qualities to evaluate when vetting prospective partners.

At a high level, Managed IT Services providers deliver proactive monitoring, maintenance, and support services for a fixed monthly fee. MSPs utilize advanced systems and dedicated staff to handle tasks like:

• Ongoing system monitoring and patches
• Security solutions (firewall, antivirus)
• Data protection and backup
• Technology evaluations/purchasing
• Help desk/user support
• Business continuity strategies

The goal is optimization and risk mitigation – ensuring systems run smoothly and outages are avoided. Pricing is generally per user/device or a flat monthly fee based on the number of supported devices and services utilized.

In contrast, break/fix IT support firms wait until something goes wrong to take action, then charge an hourly rate for service calls. This reactive model means issues often crop up unexpectedly, disrupting users and processes. Firms may offer retainer packages for bulk service hours per month or year, with per-hour fees beyond that.

The break/fix approach puts more of the technology burden on your staff for daily upkeep. Budgets and costs can be unpredictable based on fluctuating monthly service needs. However, the model can work well for smaller companies with limited IT infrastructure that want targeted assistance only for complex issues or projects.

When deciding between an MSP or break/fix firm, start by analyzing your internal capabilities and business requirements:

• IT staff – Does your company employ dedicated IT specialists who handle day-to-day tech management? If not, an MSP (IT Support Company) may provide more complete support.
• Infrastructure complexity – The breadth of your technology footprint impacts management needs. More devices, software systems, servers, and integrated applications warrant comprehensive MSP services.
• Compliance needs – In regulated industries like healthcare and finance, managed services can embed compliance controls into device and data management.
• Growth plans – Fast-scaling companies often leverage MSP expertise to pilot new software, ramp infrastructure, and meet rising demand securely.

If issues are currently few and far between, break/fix assistance may serve as an interim stepping stone. However, frequent problems or plans to grow signal a more strategic MSP partnership that could maximize operations and safeguard expansion.

Pricing and contract structures also differ significantly between the two models:

Managed IT Services:

• Monthly recurring fee-based per user, asset, or inclusive service bundle
• Multi-year contracts common to maximize value

Break/Fix Support:

• Hourly fees for service calls, typically incremented in 15-minute blocks
• No term commitment is required

To compare apples to apples, tally expenses from previous years and calculate what an equivalent managed services bundle would cost monthly. Project future infrastructure and headcount growth when evaluating long-term investment and ROI, even if you start small.

Once you select the general model that aligns best with your organizational needs, put prospective providers under the microscope to vet technical expertise, services, and fit. Managed IT Services firms and break/fix consultants vary widely in their strengths and weaknesses, so choose carefully based on these criteria:

• Industry experience – Domain expertise in your specific business vertical demonstrates a deeper understanding of associated technology nuances and compliance needs.
• Technical breadth and depth – Review qualifications for engineers and technicians that will handle your account for the spectrum of specialties covered and skill levels available.
• Infrastructure support – Ensure the provider can support your current infrastructure while also having the capability to meet future expansion needs as you grow. A Managed Services Provider should be able to scale their services in line with your business growth.
• Service reliability – To confirm the provider consistently delivers, ask for metrics quantifying performance for responsiveness, uptime, help desk resolution times, etc.
• Cybersecurity discipline – Given escalating cyber-attacks, validate what technologies, policies, and practices are leveraged to harden defenses and thwart compromise.
• Responsiveness – Do they offer 24/7 help desks? What are the average response and resolution speeds for service requests based on priority level? Obtain SLAs.
• Client references – Speaking with current customers carries more weight than marketing messaging alone. The more references, the better.

While break/fix firms shine when tackling complex issues, modern businesses often benefit more from the specialized expertise and efficiency gains MSPs provide through continually optimized, proactively managed environments.

But in either scenario, selecting a partner that understands your organization and demonstrates technical competence with proven service reliability is critical for sustained success, safeguarding your infrastructure while empowering users and systems to perform securely at their best.