How To Recognize Break-Fix vs. Managed Services

Most businesses will say that they are transitioning from break-fix to managed IT services if they haven’t already. This transition is driven by the need for a more proactive approach instead of a reactive approach. However, the challenge is that many business owners fail to recognize the difference between a break-fix vs. managed IT services provider.

“It’s not enough for an MSP to simply call themselves proactive. They need to be able to demonstrate why and how they maintain proactive services.” - Keith Bamford, CEO of Daystar.

Every MSP on the market claims to offer proactive support. However, many of these MSPs are break-fix service providers in disguise. Choosing one of them means you may as well have stayed with the break-fix model instead of moving to the MSP model.

Similarly, some providers believe that offering a single managed service qualifies them as an MSP, but true managed IT services go far beyond one-off solutions. Instead they must encompass comprehensive, proactive strategies that address all aspects of your business technology.

This article is here to help you recognize which managed service providers (MSPs) are truly proactive. Knowing what to look for will help you ensure that you’re only paying for IT services that offer long-term benefits to your business operations. 

6 Signs That an MSP Isn’t Truly Proactive

1. They Focus on Speed

Answering calls and resolving issues within X amount of time is a line you will see almost every MSP use. While there is some value in fast resolutions, you should be wary of MSPs who seem too focused on this metric.

There are two reasons why. Firstly, it doesn’t matter how quickly your provider solves issues if your team constantly needs to call for IT support. Secondly, pushing employees to work quickly is often a sign that their staff is stretched too thin. As CloudSecureTech points out, the average IT service agent spends 45.1% of each day answering calls. That leaves little time for them to work on getting ahead of issues. 

Remember, response times and resolution times are reactive metrics. A proactive metric would be measuring a decrease in the number of tickets being sent altogether. 

2. Their Answers Are Generic

When you ask how they’ll address your specific needs, watch for vague or generic answers. Proactive MSPs tailor solutions and can clearly explain how they’ll help your business succeed. A “yes” or “no” answer is never enough. You need to know the how and why of every service offering. 

Here are some examples of what we mean.

3. They Don’t Discuss Monitoring and Maintenance

Most MSPs will advertise IT network monitoring, system maintenance, or similar services. However, not all will be willing to discuss how they perform this work. 

Regular monitoring should be accompanied by actionable insights. A strong MSP will identify and share trends in your IT environment. These insights will help you address recurring problems and align your systems with business best practices.

Additionally, IT maintenance should go hand-in-hand with long-term system optimization. An MSP that isn’t continuously refining your IT environment to meet evolving needs is likely operating in a reactive mode.

4. Pricing Seems “Too Good to Be True”

It’s reasonable to want an MSP who will fit your company’s budget. After all, you can’t partner with them if you can’t afford them. Furthermore, businesses spend 4–6% of their revenue on technology. Wanting to reduce that cost as much as possible is a fair goal.

The key is to seek cost-effective solutions, not low-cost solutions. A cheap MSP may not have the funding needed to hire skilled staff or invest in preventative measures. That means you’ll likely experience more downtime and, therefore, spend more money than you would have with an MSP who has a higher initial cost.

5. There Are No Alignment Meetings

Neither technology nor business are static. Today’s best practices can quickly become outdated in both areas. It’s no wonder that only 41% of teams understand how their work aligns with larger business goals. Still, IT and business goals must remain aligned for your technology to drive value.  

That’s why you need to choose an MSP who will stay ahead of changes by scheduling regular meetings. Otherwise, the MSP is just responding to changes after they’ve already caused disruptions. 

6. They Aren’t Interested in Building a Relationship

Every MSP will tell you that they tailor solutions to meet your needs and that they’ll focus on building a lasting relationship. However, not every MSP who says this will actually do that in practice. 

You can tell that they aren’t interested in building a relationship with you if they avoid sharing details about how they operate or don’t explain their recommendations. Encouraging you to blindly follow what they tell you may be a sign that their focus is on making a sale. MSPs that truly care about your specific needs are open and transparent about their processes and decisions.

Choose a Proactive Partner by Choosing Daystar

You might be amazed by how many MSPs on the market you’ll cross off your list by following our approach to seeking truly proactive services. If it seems overwhelming, don’t be discouraged. Narrowing down your options will help you find the right partner on your first try.

At Daystar, we practice what we preach. Instead of focusing on speedy responses, our goal is to cut the number of IT issues you face in half within your first 6 months with us. Ultimately, we hope to bring your ticket volume down to just 2 tickets per endpoint per year.

Reach out to us today for truly proactive IT services.