- Managed support is incentivised to prevent problems; break-fix isn't
- Check the SLA response time for critical issues specifically
- Confirm backups and security are included, not billed separately later
- Good onboarding documentation makes a future switch far less painful
Break-fix vs managed support
Break-fix bills per incident and has no incentive to prevent problems; a managed support contract charges a flat monthly fee and is incentivised to keep things running, since fewer incidents means less of their own time spent.
Response-time SLAs
Check the guaranteed response time for critical issues specifically, not just a general 'same day' promise — a server outage and a printer fault shouldn't carry the same priority.
What's actually included
Confirm whether patching, backups, endpoint security and helpdesk support for staff are bundled in, or billed as extras once you're locked into the contract.
Onboarding and documentation
A good provider documents your setup thoroughly during onboarding — ask to see an example, since poor documentation makes any future switch painful.
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