Break fix, usually written break/fix, is IT support on request when a problem occurs, typically after something breaks: the provider bills the time and materials for each job. Managed services charge a flat recurring fee, often monthly, to keep systems running before they fail.
This guide compares the two models from both sides of the invoice. You get public rate data, the incentives behind each model, a calculator for a client's own history, and the steps MSPs use to move clients to a monthly fee.
We build SherpaDesk, a helpdesk and PSA (professional services automation) a small IT team can run alone. No contract. No implementation project. No dedicated admin. You can bill hourly repairs, prepaid blocks, and monthly contracts from the same time entries.
Key takeaways
In this series · Running an MSP
Definition
Break/fix is IT support on request when a problem occurs: the provider works when the client calls, typically after something breaks, and bills for the work done.
A typical job follows this sequence. The client calls with a problem, a technician diagnoses it, fixes it, and sends an invoice for the time and materials it took. The fee is usually hourly, or a flat rate for a specific service, plus parts or replacement gear.
The work itself looks like any helpdesk queue: a failed drive, a laptop that won't boot, a printer that dropped off the network, a mailbox that stopped syncing. What sets the model apart is the trigger and the bill. Work starts when the client asks, and each job is billed on its own. Order and payment terms, such as a diagnostic fee or a deposit for parts, are agreed job by job.
You'll see three spellings: break/fix, break-fix, and break fix. They mean the same model.
This kind of support has no mandatory recurring subscription, and preventive work such as monitoring isn't part of the price. The alternative is managed services: the client pays a flat fee on a schedule for a defined set of day-to-day management services.
A break/fix technician is the person doing those repairs. The job is close to a computer support specialist's: keeping networks working and giving technical help to computer users.
The two models differ on four things: what the client pays for, when, who carries the risk of a bad month, and what the provider is paid to prevent. A managed service provider remotely manages a client's IT infrastructure and end-user systems. Our guide What Is An MSP? covers that side in full.
| Question | Break/fix | Managed services |
|---|---|---|
| What the client pays for | Each repair: time and materials | Coverage: a defined set of day-to-day services |
| How it's billed | Hourly, or flat per service, plus parts | Flat fee on a schedule, often monthly |
| Client's budget | Unpredictable; a critical failure brings a large bill | Easier to budget |
| Provider's revenue | One-off invoices | Monthly recurring revenue |
| Billing incentive | More billed hours raise revenue | Less time on covered work keeps more of the fee |
| Prevention | Not in the price; the client arranges it | Monitoring and preventive maintenance |
| Response time | Agreed call by call, unless written down separately | Written into the service agreement |
| Commitment | No mandatory recurring subscription; terms agreed per job | A contract with scope and terms |
| Fits | Minimal IT, low budgets, one-off repairs | Businesses where downtime costs more than the fee |
Read the table as a trade. Paying per repair is cheaper in a quiet month and more expensive in a bad one. A managed fee stays the same either way. The provider absorbs extra in-scope work; out-of-scope work and the client's own downtime still cost the client.
Break/fix pricing is time and materials: an hourly rate for labor plus the parts used. Some providers quote a flat rate for a specific service instead. Check any quote for a minimum charge and a trip fee for on-site visits.
Public data gives two reference points for the hourly rate. GSA's CALC+ lists hourly rates awarded on Multiple Award Schedule contracts, which are not-to-exceed "ceiling" prices for federal buyers. The Bureau of Labor Statistics (BLS) publishes what support technicians earn.
| Labor | What the number is | 25th percentile | Median | 75th percentile |
|---|---|---|---|---|
| Helpdesk | GSA hourly ceiling rate (2,799 rates) | $62 | $80 | $103 |
| Computer support specialist | BLS median hourly wage, 2025 | — | $30.24 | — |
GSA rates October 2026; BLS 2025 wages.
Neither number is a repair price. The GSA row is a ceiling, and GSA says they shouldn't be read as exact estimates for a specific location or order. The BLS row is a wage, before benefits, overhead, unbilled time, and margin.
Use them to sanity-check a repair rate. The full method for a selling rate, and more labor categories, live in our Managed Services Pricing guide.
Break/fix providers profit from problems, so they have little reason to prevent them. That's not a judgment of anyone's honesty; it's how the invoice works. Every outage is billable, and every quiet month earns nothing.
Managed services flip the cost side, not the revenue. The client pays the same flat fee whether the month is quiet or not. An avoided in-scope ticket keeps the provider's margin; a bad month eats into it. One r/msp member put it in two lines. "Time & Materials = when you have problems - we make money" and "Managed Services = when you have problems - we lose money."
Paying per repair is cheaper in a quiet month and more expensive in a bad one.
The flip has a cost for the provider, too. Under hourly billing, clients think twice before calling, because every call is billed. Under a flat fee, that brake comes off. One reply warned that clients "once were scared to call you for billable hours" and, with (typically unlimited) remote support, "will come out of the woodwork."
That's why a monthly fee needs a scope and a record of hours. Without them, the provider carries in-scope risk the client used to carry, with no way to see it coming.
Break/fix IT support addresses issues only after they happen, which often means longer downtime. Unless the client arranges monitoring, a failing drive or a full disk tends to show up as an outage, not as an alert.
Security follows the same pattern. CISA calls outdated software one of the most significant security risks to a business, because criminals target known vulnerabilities. Updates aren't part of a pay-per-repair price, so the client has to name who handles them. CISA recommends that the IT team enable automatic updates where possible.
Response time is the third risk. A managed services agreement includes response times, along with performance and security specifications. An hourly client gets whatever response time was agreed for that call, unless a separate agreement sets one. When a managed client and an hourly client call at once, work the queue by severity and the response time each one agreed.
None of this makes the model wrong. It moves prevention to the client: name an owner for updates and backups, and agree response times in writing. The Checklist covers both.
It still fits three kinds of client. Small businesses with minimal IT and low budgets. Short-term projects and one-off repairs. Startups and solo operators who need occasional help without a long-term contract.
The deciding question is what a day of downtime costs. If the answer is "not much," monitoring may cost more than it saves. One r/msp provider keeps break/fix offers for exactly those clients, where "sometimes downtime of multiple days" is acceptable.
It also fits a business with its own IT person. If someone in-house runs updates, backups, and monitoring, break/fix IT services may only be needed for repairs the team can't do, such as a failed server or a network rebuild. Prevention has an owner; break/fix covers the gaps.
You can also run a hybrid. Servers, firewalls, and backups go under the monthly fee; anything outside that scope is billed as break/fix IT services at the hourly rate. The contract has to say which is which, or every out-of-scope job becomes an argument.
Recommendation
Choose break/fix if your IT is a handful of devices or someone in-house owns updates and backups, a day offline costs little, and you'd rather pay per incident.
Consider managed services if downtime stops billing, patient care, or sales, or if one bad month would cost more than a year of monthly fees.
Whichever side of the contract you're on, check the same six things before you pick a model. The MSP checks them before quoting, the client before signing.
Read the result by ownership. If the client can name who handles updates, backups, and response times, break/fix may be enough. If two or three of those have no owner, that gap is what a managed contract covers, and it belongs in the scope you price.
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Moving from break/fix to managed services changes four things at once. You add monthly recurring pricing and preventive maintenance with monitoring tools. Your staff learn to advise, not just repair, and PSA software runs the business side. If you're building the business from scratch, How To Start An MSP covers the setup.
Total the billed hours and dollars for each hourly client. Run each through the Calculator. One r/msp member was afraid to quote "4k service per month when they're actually paying 2k." The client's own history makes that gap a number you can explain.
Common mistake: counting only invoiced hours. Unbilled favors still took a technician's time.
Define what the fee covers, the response times, and the hourly rate for work outside scope. Old invoices show what the client spent on repairs, not what the new scope costs you. Price the new scope with the method in the pricing guide.
Managed providers use remote monitoring and PSA tools to maintain systems before they fail. Set them up on your own machines before the first client signs. Our Guide To PSA Software explains what the PSA side does.
Start with clients who had an outage or a large bill this year. One r/msp reply said many sales at their old MSP "were converted from emergency calls." Expect some not to move: another warned "most won't convert, or at such discounted rates you will regret it."
A prepaid block of hours sits between the two models. The client pays up front and you log time against the block, so you both see how many hours they use and what kinds of tickets they open. Price the managed fee separately, for the new scope.
Decide when you stop selling break/fix IT services to new clients, and what priority existing ones get. Another reply advised drawing "a line in the sand" and accepting that some clients won't follow.
Common mistake: stopping time tracking once the fee is flat. As one r/msp member put it, "if you don't track your time, you can't know which client is profitable and which one you bleed money on."
Most failed switches come from carrying pay-per-repair habits into a flat fee. Some clients will stay hourly for years, and that's fine if the rate covers your cost. What hurts is a mix you can't see: flat-fee clients, prepaid blocks, and hourly jobs with no single record of the hours behind each. These are the pairs to watch.
The last pair is the hardest. One r/msp member called it "the paradox of keeping break/fix services when you're trying to convince your customers managed services is better for them." Keep break/fix as the exception you price for, not the offer you lead with.
The fastest way to compare the two models is a client's own history. Take the hours billed over the last 12 months, multiply by the hourly rate, and divide by 12. That's the client's average monthly labor spend; parts and trip fees come on top. If your rate changed during the year, use the weighted actual rate: total labor billed divided by total hours.
Example: 48 hours in a year at $110 an hour is $440 a month. Type your own two numbers below.
Break/fix labor spend per month
hours × rate ÷ 12. Your numbers stay in the browser.
Treat the result as cost history, not as the new price. A managed fee buys a different scope: monitoring, updates, and a response time in writing. Price that scope with the method in our Managed Services Pricing guide, then show both numbers side by side.
How this works in SherpaDesk
It's a helpdesk and PSA a small IT team can run alone, and the billing is in the product. You log time on the ticket, the account, or the asset, and mark it billable or not.
Each client gets its own contract. Use Hourly for break/fix, Flat + Hourly for a monthly fee with overage, or Billing Disabled when you only track time. Add a prepaid pack to a contract for a bridge block. You get an alert when a prepaid pack nears or passes its included hours. Uninvoiced time collects in "Ready to Invoice", grouped by contract.
| Account | Contract | Next billing | Last inv. | Billable | Non-billable | Included | Accum. | Overage | Labor | Travel | Products | Total | ||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Harbor Dental Group | Flat + Hourly | 10-01-2026 | 09-01-2026 | 14.50 | 2.25 | 10 | 0 | 4.50 | $562.50 | $0 | $0 | $562.50 | + | |
| Maple Street Law | Hourly | 10-15-2026 | 09-15-2026 | 9.75 | 1.00 | 0 | 0 | 0 | $1,218.75 | $45.00 | $0 | $1,263.75 | + | |
| Brightline Accounting | Block Hours | 10-01-2026 | 09-01-2026 | 12.25 | 0.75 | 0 | 0 | 0 | $1,531.25 | $0 | $129.00 | $1,660.25 | + | |
| Cedar Ridge Veterinary | Retainer | 10-20-2026 | 09-20-2026 | 6.00 | 0.50 | 8 | 2.00 | 0 | $0 | $0 | $389.00 | $389.00 | + | |
| Northgate Property Co. | Blended Hourly | 10-31-2026 | 09-30-2026 | 7.50 | 1.50 | 0 | 0 | 0 | $862.50 | $60.00 | $0 | $922.50 | + | |
| Oak & Pine Bakery | Main | 11-01-2026 | Never | 2.00 | 0 | 0 | 0 | 0 | $250.00 | $0 | $0 | $250.00 | + |
Base Camp is $45 per agent per month ($40 billed annually), and your first agent is free, forever. A three-technician MSP pays for two agents: $90 a month. No contract, no onboarding fee, 14 days free, no card.
Who this isn't for
If you want monitoring and patching in the same product as your billing, this isn't that product. We don't build RMM. We integrate with yours, and the stack stays yours. The NinjaOne integration needs High Camp, $55 per agent per month.
In a quiet month, often yes, because there's no recurring fee. In a bad month, a critical failure can bring an unexpectedly high bill. One r/msp member wrote that a client "just sees their invoice is 3x higher" than the hourly quote. The Calculator gives a labor baseline. Compare full annual costs separately: parts, tools, and what each option covers.
Break/fix bills time and materials for support requested when a problem occurs. Managed services charge a flat fee, often monthly, for ongoing monitoring, maintenance, and support, with response times in the agreement. Break/fix leaves prevention and the cost of a bad month with the client. Under a managed contract, extra in-scope work is the provider's cost. See the Comparison Table.
This technician diagnoses and repairs IT problems as they're reported: hardware, software, network, and accounts. The work is close to a computer support specialist's, who keeps networks running and helps computer users. BLS puts that job's 2025 median pay at $30.24 an hour.
Time and materials billing charges for the labor hours a job took plus the parts it used. It's the usual way break/fix providers price their work, often at an hourly rate. Some providers quote a flat rate for a specific service instead.
Yes. You can bill out-of-scope work hourly next to a monthly contract, and keep a few hourly clients. The contract has to say what the fee covers. Work the queue by severity and agreed response times; if managed clients get reserved capacity, write it into their contract. Lead with managed services, and price break/fix as the exception. See When It Fits.
Use the client's past invoices as cost history, not as the price. The managed fee covers a new scope, so estimate the hours that scope takes, apply a selling rate with overhead and margin, and add tool costs. Our Managed Services Pricing guide walks through the method, with a calculator.
Patrick co-founded SherpaDesk and has led it as CEO since 2013. He has worked with IT service providers since 1998, first on network projects for schools and government offices, then on the helpdesk software their technicians use every day.