When technology is running smoothly, it’s easy to forget just how much your business depends on it. But when it stops working—when your network goes down, your systems freeze, or your files become inaccessible—everything grinds to a halt. That’s when the real value of having IT support in place becomes crystal clear.
Still, not all IT support is the same. Many businesses—especially smaller ones—find themselves weighing up the options between break/fix and managed IT services. These two IT service models might seem similar at a glance, but they come from completely different philosophies on how support should work. And the choice between them can have a real impact on your operations, budget, and even your peace of mind.
So, how do you choose? Let's explore what each model really offers, where they shine, and where they fall short.
What is Break/Fix IT Support?
Think of break/fix as calling in a plumber only when the pipe’s already burst. It’s reactive. You wait for something to go wrong, then you hire a technician to come and fix it. You’re only charged for the time they spend or the specific issue they resolve, and when the job’s done, so is the relationship—until the next problem.
At first glance, it might sound practical. After all, why pay for IT support every month if you don’t need it all the time? This approach might make sense for very small teams or businesses with minimal tech infrastructure. There’s no ongoing cost, no long-term contract, and you’re only paying when you actually use the service.
But here’s the catch. Issues in tech rarely come with a warning. And when they do strike, they often escalate fast. A corrupted file, a virus, or an outdated piece of software might seem minor, until it shuts down an entire system. And by the time you’re calling someone in to fix it, you may already be counting the cost in lost hours, missed opportunities, and even client trust.
Understanding Managed IT Support
Now imagine the plumber checking your pipes regularly, catching leaks before they happen, and keeping everything flowing without you needing to lift a finger. That’s managed IT support.
With this model, you typically pay a fixed monthly fee for a full-service package. This could include system monitoring, updates, security patches, backups, helpdesk access, and regular strategic advice. Rather than waiting for something to break, managed support is about keeping everything running smoothly in the first place.
It’s a long-term partnership, not a one-time fix. Your provider is actively working behind the scenes to prevent issues, optimise performance, and make sure your tech evolves with your business. This level of proactive care is what sets managed services apart—and why so many growing businesses are leaning in this direction.
We go into more detail about both models, and how they stack up side by side, in the IT service model section of our complete guide to IT support.
Which Is Right for Your Business?
There’s no one-size-fits-all answer here. A business with basic systems and limited reliance on technology might be able to get by with break/fix for a while. But even then, it’s a gamble. The cost of a single IT emergency can quickly outweigh months’ worth of managed service fees.
On the other hand, if your business can’t afford downtime—or if customer data, compliance, and remote access are part of your day-to-day—managed IT support is likely a far safer and more strategic choice. It’s not just about fixing what’s broken. It’s about putting systems in place that don’t break so easily to begin with.
Managed support also means you’re not left guessing. You get consistent support from people who understand your systems, who know your business, and who can advise on what tech you’ll need six months—or two years—down the line.
Cost Isn’t Just About the Price Tag
Often, the choice between break/fix and managed IT comes down to budget. But it’s worth thinking beyond the monthly cost. Consider the bigger picture: how much do you lose when your team can’t work for a day? What would a data breach cost in reputational damage? How long can your business afford to be offline?
Break/fix might feel cheaper in the short term, but the unpredictability of both cost and service quality can quickly become more expensive in practice. Managed services give you predictability, stability, and most importantly—control.
A Matter of Mindset
At the end of the day, this decision often reflects how you view IT in your business. Is it a necessary evil, only dealt with when something goes wrong? Or is it a strategic asset that, when properly supported, can drive growth, efficiency, and innovation?
That’s the real difference between these two service models. One waits for problems. The other prevents them.
