Before you can effectively evaluate and compare the fees, services, and deliverables provided by different IT services companies, it is necessary to understand the two predominant pricing and service models that are commonly offered.  While some companies may offer a blend of the two, others may exclusively provide services based on one model.  The two most popular are:

  • Time And Materials (Hourly).  In the industry, we call this “break-fix” services because the IT company is called to “fix” something when it “breaks” instead of doing ongoing maintenance and support.  These services are typically priced by the hour.  The price you pay will vary depending on the provider you choose and the complexity of the problem.  Resolving ransomware, for example, requires the expertise of an experienced and skilled technician, unlike a basic printer problem.

    Under this model, you might be able to negotiate a discount by purchasing a block of hours.  The scope of work can vary from solving a specific problem, such as improving slow Wi-Fi or resolving an e-mail problem, to encompassing large projects, like software upgrades, implementing cybersecurity measures, or relocating an office.

  • Managed IT Services (MSP, or “Managed Services Provider”).  This is a model where the IT services company, called an MSP, takes on the role of your fully outsourced IT department.  They handle everything related to your IT “infrastructure,” including (but not limited to) the following:
    • Setting up and supporting PCs, tablets, Macs, and workstations for new and existing employees, both on-site and remote.
    • Installing and setting up applications such as Microsoft 365, Google Workspace, etc.
    • Setting up and managing the security of your network, devices, and data to protect against hackers, ransomware, and viruses.
    • Backing up your data and assisting in recovering it in the event of a disaster.
    • Providing a help desk and support team to assist employees with troubleshooting IT problems.
    • Setting up and supporting your phone system.
    • Monitoring and maintaining the overall health, speed, performance, and security of your computer network on a daily basis.
    • Some MSPs provide co-managed offerings, as well.  This is a type of partnership that combines the foundation of an organization’s internal IT department with the knowledge, resources, and flexibility that MSPs offer.  This allows the internal IT department to direct their resources to critical projects or other areas they might otherwise be unable to focus their attention fully.

A reliable MSP will also provide you with an IT road map and budget for essential projects to further secure your network and improve the stability and availability of critical applications, as well as ensure your systems’ compliance with various data protection laws (HIPAA, FTC Safeguards, PCI, etc.).  They also ensure that your cyber protections align with the standards of your cyber insurance plan.

With break-fix services, you have the advantage of paying for IT support only when you need it, without being locked into a monthly or multiyear contract.  Switching providers is a simple process if you’re dissatisfied with the current service you’re receiving.  If you’re a microbusiness or a small workforce, and only have basic IT needs, opting for break-fix support might be the most budget-friendly solution.

However, break-fix services have many disadvantages, especially if you are NOT a microbusiness or if you handle sensitive and protected data (medical records, credit cards, Social Security numbers, etc.).  Here are the five major drawbacks:

  1. Break-fix can be very expensive when you have multiple issues. As an unmanaged client, the IT company may require more time to troubleshoot and resolve your issue than if they were regularly maintaining your network.  This is because they are not familiar with your environment and do not already have systems in place to recover files or prevent problems from escalating.
  2. Paying hourly works entirely in your IT company’s favor, not yours. In this model, the IT company has the freedom to assign a less experienced technician to handle your issue, which may result in a longer resolution time compared to a senior technician.  The senior technician could have resolved the problem in a fraction of the time the junior technician spent but there’s no incentive to fix your problems fast.
  3. You are more likely to have major issues. The primary motivation for businesses to choose a managed services provider is to PREVENT major issues.  As Benjamin Franklin famously said, “An ounce of prevention is worth a pound of cure.”
  4. You can’t budget for IT services and, as already explained, this may result in higher costs in the long run due to frequent requests for urgent “emergency” support.
  5. You won’t be a priority for the IT company. All IT firms prioritize their contract managed clients over break-fix clients.  Your service request is fit in when they have availability.  As a result, you may experience significant downtime, lasting for days or even weeks before they can address your issue.

Are you tired of dealing with IT issues, downtime, and unproductive systems?  Contact us now for reliable and efficient IT support from our friendly team of local techs who are both knowledgeable and easy to work with.

Call us at 281-646-1200 or click here to book a 15-minute initial consultation.  On this call we can discuss your unique situation and any concerns you have and, of course, answer any questions you have about our services and how we might be able to help you.  We are also happy to provide you with a competitive scope of work.