Break Fix is on-demand or ad-hoc support, where companies simply call an IT support provider as and when they need help or advice. There are no upfront costs and no fixed reoccurring charges. However, the down side is there are no service levels and the support is completely reactive. With Support + Break Fix from IT Champion, billing is normally charged by the hour and resolution time. Costs can be slightly higher than other types of IT support as there is often more investigation and diagnosis required to understand and resolve the issue.
For many micro and growing businesses, on-demand IT support and access to expert advice from a local trusted partner is all that they need. When businesses start to grow in size or complexity, the on-demand methods like RTS and Break Fix can become expensive, make budgeting almost impossible and the failure of any proactive maintenance or monitoring can increase the number and severity of faults businesses see.
As organisations grow, systems become more integrated, reliability becomes essential and the Break Fix support method starts to cause problems. Server based networks require maintenance and monitoring, back-ups need to be checked and organisations need pre-agreed service levels to know that if a fault occurs, an engineer will be available, either remotely or on-site, within agreed timescales and with the necessary skills. If an organisation has Break Fix support, maintenance tends not to be requested, vital policies and procedures tend not to get checked or reviewed, faults occur more frequently and resolution times tend to be longer. Furthermore, equipment upgrading or replacement tends to be reactive and implemented to fix a problem which makes planning and budgeting virtually impossible.