What is break/fix support?
Break/fix support refers to a reactive IT service model where technicians are engaged to repair (fix) hardware or software systems after they have failed (broken). Unlike proactive or managed IT services, break/fix support involves no ongoing contract—clients pay for services only when something goes wrong.
Understanding what is break/fix support is essential for businesses evaluating cost-effective but on-demand technical assistance without long-term commitments.
How Break/Fix Support Works
In the break/fix model:
- A problem occurs (e.g., a server crash, printer failure, or software error)
- The business contacts an IT technician or service provider
- The provider diagnoses the issue, makes repairs, and bills for time, labor, and parts
- No recurring fees or service monitoring is involved
This model is commonly used by small businesses or startups that want flexibility and don’t require 24/7 support or proactive maintenance.
Examples of Break/Fix Scenarios:
- A laptop won’t start, and a technician is called to replace the hard drive
- Network goes down, and an IT expert is engaged to troubleshoot connectivity
- A software application crashes, and support is hired to reinstall or repair it
- A security breach is addressed after it has already occurred
Advantages of Break/Fix Support:
- Pay-as-you-go model with no long-term contracts
- Lower upfront cost for businesses with limited IT needs
- On-demand flexibility for occasional issues
- Ideal for non-critical systems or budget-sensitive operations
Disadvantages of Break/Fix Support:
- Unpredictable expenses during major outages
- No proactive monitoring or prevention
- Longer resolution times compared to managed services
- May lead to recurring issues without root cause analysis
- Downtime impact can be significant for business-critical systems
Break/Fix vs Managed IT Support
| Feature | Break/Fix Support | Managed IT Services |
|---|---|---|
| Payment Model | Pay-per-issue | Subscription-based |
| Monitoring | No proactive monitoring | Continuous, 24/7 monitoring |
| Response Time | On-demand (may vary) | Guaranteed SLAs and fast response |
| Ideal For | Small businesses, low-dependency systems | Mid to large enterprises, mission-critical environments |
Final Thoughts
Understanding what is break/fix support helps businesses decide whether a reactive, on-demand IT service model suits their current operations. While it offers flexibility and lower costs upfront, it lacks the proactive prevention, faster response, and predictability provided by managed support contracts.
