Break-Fix vs Managed IT vs Co-Managed IT
Not sure which IT support model suits your business? Here’s a direct comparison of the three most common approaches used by New Zealand SMBs, based on industry data from a survey of over 750 IT services firms.
| Service Model | Response Time | Cost Model | Proactive Monitoring | Strategic IT Planning | Best For |
|---|---|---|---|---|---|
| Break-Fix (Time & Materials) | No guarantee. Most firms offer 60-minute or 30-minute response during business hours only. No after-hours coverage unless separately arranged. | Per-incident. Billed hourly at $120-$240/hr with a one-hour minimum. Block-of-hours discounts of 5-20% may be available. Budgeting is unpredictable -- costs may be zero one month and thousands the next. | No -- the provider has no incentive to prevent problems, because they are paid when things break. | No -- no technology roadmap, no quarterly reviews, no alignment with business goals. | Businesses that already have a competent internal IT person and only need occasional specialist project work (e.g. cloud migration, cyber security implementation). Not recommended for general day-to-day IT support. |
| Managed IT Services | SLA-backed. OxygenIT guarantees 1 hour or less for normal problems and within 15 minutes for emergencies. After-hours support available any time, any day. | Fixed monthly fee per device: $240-$480/server, $80-$120/desktop, approx. $7.50/mobile device (NZ industry averages). Predictable, no surprise invoices. Includes helpdesk, monitoring, security, and backup. | Yes -- 24/7 remote monitoring watches for developing problems, security issues, and performance degradation before they become outages. | Yes -- quarterly technology review meetings covering IT budget, critical projects, compliance, cyber security, and recommendations for new equipment and upgrades. | SMBs with 10-100+ staff who need a fully outsourced IT department. Covers helpdesk, on-site support, cyber security, backup, and strategic planning. Not cost-effective to hire internally until you reach approximately 100 employees. |
| Co-Managed IT | SLA-backed for escalated issues. Your internal IT handles first response for routine tasks. OxygenIT responds within 15 minutes for escalations and emergencies. | Hybrid. Fixed monthly fee scoped to the specific services your internal team needs help with -- typically lower than a full managed rate. Fills gaps rather than replacing your IT staff. | Yes -- shared between your internal IT team and OxygenIT. Access to our monitoring toolset and ticketing system. | Yes -- collaborative with your IT manager. We provide specialist expertise, project support, and a second opinion on major technology decisions. | Businesses with 1-2 internal IT staff who need specialist backup for escalations, after-hours coverage, infrastructure projects, or expertise their in-house team doesn't have (e.g. cyber security, cloud architecture). |
Pricing figures are NZ industry averages based on a survey of over 750 IT services firms and do not reflect OxygenIT's specific pricing. Contact us for a tailored quote based on your environment.