Is Your MSP Just a “Break-Fix IT” Model in Disguise?


Over the last several years, the IT support industry has largely repositioned its core service offerings in response to the changing needs of businesses. The old, reactive IT support model of break/fix has been ostensibly replaced by comprehensive, end-to-end managed service plans (MSPs). These plans are supposed to be designed to fully manage an organization’s computing needs. Unfortunately, many fail to do so.

In fact, some MSPs are actually just extensions of the old break/fix model. How can you tell the difference? Here’s how to tell if your MSP is a break-fix model in disguise:

  • Ask to see a list of monthly maintenance items that are taken care of on-site. Any full-service MSP provider should be able to provide a comprehensive list quickly upon request. This maintenance list ensures uninterrupted use of your systems and is a critical component of any managed service plan.
  • Another way to spot inauthentic MSPs is to ask a provider if there are any circumstances when you should expect an additional bill besides your monthly MSP fee. Some MSPs provide only a limited number of hours for on-site and remote support, as they hedge their bets on how well they can actually keep your systems up and running.  If they fail to keep your systems running and they need to dispatch additional assistance, they may require you to pay for it. I’m not sure about you, but that doesn’t sound like a “comprehensive, full-service MSP” to me; it sounds more like putting lipstick on a pig!

There are many other aspects of MSPs that a savvy buyer must understand when looking for a new managed service provider. Check out some of our other blog posts or give us a call if you’d like to learn more.


Authored by Donald Nokes