The Question Every Business Owner Asks
"Why should I pay monthly for IT when I can just call someone when something breaks?"
It's a fair question. After 17 years helping South Shore businesses with their technology, we've had this conversation thousands of times. And the honest answer is: it depends on your business.
Let's break down both models so you can make an informed decision.
What Is Break-Fix IT?
Break-fix is exactly what it sounds like: something breaks, you call an IT company, they fix it, and you pay for that visit. No monthly contract, no ongoing relationship — just a transactional service when you need it.
How it works:
- Computer crashes → you call for help
- Network goes down → you call for help
- Employee can't print → you call for help
- Each visit gets billed by the hour (typically $125–$200/hr)
The appeal: You only pay when something goes wrong. If nothing breaks, you spend nothing on IT.
What Is Managed IT?
Managed IT is a proactive model where an IT company monitors, maintains, and supports your systems for a fixed monthly fee. Think of it as having an IT department without hiring an IT department.
How it works:
- Your systems are monitored 24/7
- Problems are often detected and fixed before you notice
- Software patches and updates happen automatically
- You call or email anytime for support (usually unlimited)
- Regular reviews of your IT health and strategy
- One predictable monthly bill
The appeal: Fewer problems, faster resolution, predictable costs, and someone thinking about your IT proactively.
The Real Cost Comparison
Let's run some numbers for a typical 15-person South Shore business:
Break-Fix Costs (Annual)
- Average of 3-4 incidents per month requiring IT support
- Average resolution time: 2-4 hours per incident
- Hourly rate: $150
- Monthly average: $900–$2,400
- Annual: $10,800–$28,800
- Plus: emergency rates (nights/weekends often 1.5-2x)
- Plus: downtime costs while waiting for help
Managed IT Costs (Annual)
- Per-user pricing: $125–$200/user/month
- 15 users × $150/month = $2,250/month
- Annual: $27,000
- Includes: monitoring, maintenance, unlimited support, strategy
- No surprise bills, no emergency rates
At first glance, the costs might look similar — or managed IT might even look more expensive. But there's a critical factor the raw numbers don't capture: downtime.
The Hidden Cost of Break-Fix: Downtime
Here's where break-fix falls apart for most businesses.
When something breaks in a break-fix model:
- You discover the problem (could be minutes to hours after it started)
- You call your IT person
- They're available... maybe today, maybe tomorrow
- They diagnose the problem
- They might need to order parts
- They fix it
Average time from problem to resolution in break-fix: 4-24 hours.
In a managed IT model:
- Monitoring detects the problem (often before you notice)
- A technician is assigned automatically
- Remote resolution begins within minutes
- If on-site is needed, it's scheduled immediately
Average time from problem to resolution in managed IT: 15 minutes to 2 hours.
Now multiply that downtime by the cost per hour of your team sitting idle. If you have 15 employees averaging $30/hour, one hour of downtime costs $450. A full-day outage costs $3,600 — and that's before lost revenue, missed deadlines, and frustrated customers.
When Break-Fix Makes Sense
We'll be honest — break-fix is the right choice for some businesses:
You have fewer than 5 employees. The economics of managed IT don't always work for very small teams. A solo practitioner or micro-business might genuinely be fine with break-fix.
Your business doesn't depend on technology. If your computers going down for a day doesn't significantly impact revenue or operations, proactive management may not be worth the investment.
You have internal IT expertise. If someone on your team can handle basic troubleshooting and maintenance, you might only need outside help for major issues.
You're on a very tight budget. Sometimes cash flow dictates the decision. Break-fix lets you defer costs — just understand that deferred maintenance often leads to bigger (and more expensive) problems later.
When Managed IT Makes Sense
Managed IT is the right choice when:
Downtime costs you real money. If your team can't work when the network is down, proactive management pays for itself quickly.
You handle sensitive data. Healthcare, legal, financial, or any business with compliance requirements needs consistent security monitoring — not just reactive fixes.
You have 10+ employees. At this size, the complexity of managing workstations, email, backups, and security becomes a real job. Someone needs to be doing it proactively.
You want to grow. Break-fix keeps the lights on. Managed IT helps you plan for growth — new locations, new employees, new capabilities.
You're tired of fires. If you feel like you're constantly dealing with IT emergencies, the reactive approach isn't working.
Questions to Ask a Managed IT Provider
If you're considering the switch, ask these questions:
- What's included? Get specifics. "Unlimited support" should mean unlimited — no hidden caps or overage charges.
- What's your response time SLA? 15 minutes for critical issues, 1-4 hours for standard requests is reasonable.
- Do you provide on-site support? Remote is great for most things, but sometimes you need someone at your office.
- What security tools are included? EDR, email filtering, backup monitoring — these should be part of the package, not add-ons.
- Can I talk to current clients? References matter. Ask to speak with businesses similar to yours.
- What happens if I want to leave? Understand the contract terms and transition process upfront.
Our Honest Take
We started Power Up Boston in 2009 doing break-fix computer repair. We still do it — check our computer repair services. But over 17 years, we've watched the same pattern repeat: businesses start with break-fix, experience increasingly frequent and costly problems, and eventually switch to managed IT because the reactive approach isn't sustainable.
The best time to switch is before a crisis forces you to. The second-best time is after a crisis makes the cost of inaction impossible to ignore.
Want to Talk About It?
We're happy to have an honest conversation about what model makes sense for your specific business. No pressure, no sales pitch — just a straight assessment of your situation.
Power Up Boston serves businesses across the South Shore with managed IT, cybersecurity, security cameras, and more. Contact us for a free assessment, or call Chris directly at (508) 617-1310.