Understanding the Break-Fix Model

The break-fix model for providing IT support works the same as when you have a broken pipe, you call a plumber.  In the IT world, it could be a network issue, software, or hardware, if something is broken, you call to get it fixed, and the transaction ends there. Typically, this is paid on an hourly basis, with a discount given if you pre-buy hours.

Depending on the arrangement, they will send a support technician to resolve the issue with varied response times based on availability and tier of support purchased.

Break-fix IT field services and support services are designed around reactive support to fix all issues, in response to an immediate customer problem. As such, they only charge whenever their services are needed, giving rise to often unpredictable costs. If a larger issue has occurred, like a server crash, you will be billed per hour at market rate.  To troubleshoot and resolve the issue, this can easily cost you thousands of dollars.

Some of the more common break-fix services include:

1. Virus Removal

Atlas VPN reported that over 34 million species of malware had been discovered from January to April 2022. This translates to over 316,000 new threats every day on average.

Virus removal work focuses on mitigating the spread and damage of malware or helping you regain access to your network after a malicious attack. This can be as simple as an annoyance or as complex as a full-scale ransomware attack.

2. Hardware Setup or Hardware Upgrades

Hardware setup, installation and upgrades across multiple locations typically take much coordination and are taxing on an internal IT team.

This is why many organizations will hire an outside company to handle upgrading, reconfiguring, or repairing hardware through a break-fix service where you pay a set fee for services rendered.  They can handle procurement and deployment of any hardware, including network changes, or PC upgrades.

3. Software Updates

Software distributors regularly update their products to address design, performance flaws, and introduce new features. While most apps can be updated by the end user with ease, certain business line application updates take coordination between the provider, customer, and their users.

Even if the app is covered by warranty, having a professional update the software is usually best practices to manage the link between the application and end users network. Break-fix IT shops can also be on-premises to handle the high likelihood of issues that are created during upgrade. 

Understanding the Managed Service Model

The managed services model revolves around proactive support based on a flat monthly fee. This fee is typically charged based on the number of users or endpoints. Businesses in the SMB space trusts a dedicated team of professionals to actively manage your IT infrastructure to enable daily success. Response and resolution rates are typically quicker and smoother, in part due to contracted SLA’s, institutional knowledge, and deployed network monitoring software.

Instead of paying predetermined rates for specific tasks, you agree on a recurring subscription-based charge. Aside from monthly fees, you also discuss the agreement’s terms, outlined in a service-level agreement (SLA) so that your specific IT needs are always met.  Additional fee’s can be accrued with infrastructure changes, disaster recovery due to unforeseen circumstances, like fire, and regulatory compliance.

A managed service provider (MSP) makes it their responsibility to minimize the risks of system failure that could adversely affect your IT operations.

Standard services typically include but are not limited to:

1. Cybersecurity

From the edge of your network through email security, it is your managed service providers job to manage all aspects of your cybersecurity.  This should be a multi-tiered and layered configuration that at minimum should include a firewall at the edge of your network, anti-virus, anti-malware deployed on each device, data backups tested regularly, advanced email security, and multi-factor authentication.

Each business’s needs and the compliancy that they need to follow are different, a managed service provider can offer varying levels of support.   

2. Network Management

Outsourced network management is one of the most common MSP services available for small, medium, and large businesses. This can be deployed and monitored remotely and allows a pro-active through automation.  A managed service provider can monitor for any incongruities within your network, including outages, non-responsive devices, security threats, and completed data backups. 

3. On Demand Help Desk Services

Daily, all users are free to contact their managed services provider without the worry of running up additional costs. To keep users focused on their most important tasks, when any issue occurs, they do not need to spend time trying to resolve the issue at hand.  With a quality managed service provider, their help desk can be reached through a ticketing portal, by email, or a phone call.  Response times should be measured in minutes, with the ability to resolve any issue quickly and correctly.Ultimately, the decision must be made on which model fits the needs of the business best.  As businesses grow, most reach a point where the perceived cost savings of using a break fix provider does not outweigh the benefit of having an on demand proactive managed service provider.  Having a reliable partner ensuring that your IT infrastructure runs smoothly, is secure, and enabling success, allows your business to advance. HubWise Technology partners with customers in all verticals, quickly responding to the ever-changing needs of your business

Email has become an integral part of our daily communication, and it has also become a significant target for cyber attackers. Securing your companies email is crucial to ensuring the protection of the data that your company holds. Many emails contain sensitive and confidential information, including financial details, personal information, and business strategies. It is not only the information that is stored within individual emails, but how they can be used to gather information, and gain access to all of your data.  Therefore, it is essential to have the best security practices deployed to protect yourself and your organization from cyber threats. 

1.         Use strong passwords: A strong password is the first line of defense against cyber-attacks. Make sure to use a complex password with a combination of upper- and lower-case letters, numbers, and symbols. Avoid using common words or personal information such as your name, date of birth, or pet’s name. Put silos around your passwords, do not intermingle professional and personal passwords. Password management software can be deployed to give each employee a private, and encrypted vault to store passwords and logins.

2.         Enable two-factor authentication: Two-factor authentication (2FA) or multi-factor authentication (MFA) is a security feature that adds an extra layer of protection to your email account. With 2FA, you will need to provide a password and a verification code sent to your mobile phone or another trusted device to access your account. This is a simple to deploy strategy decreases risk exponentially.

3.         Keep your software and hardware up to date: Make sure your email client, anti-virus, and anti-spam software are up to date with the latest security patches. Cyber attackers often exploit vulnerabilities in software to gain unauthorized access to email accounts. While having to restart your computer mid-day can be frustrating, it may not be a new feature that you are delaying, but a known security hole.

4.         Be cautious of phishing emails: Phishing emails are designed to trick you into revealing sensitive information such as login credentials or personal information. Be wary of emails that ask you to click on links or provide personal information. Typically, a “good” phishing email prompts you to act quickly, don’t. Always verify the authenticity of the email sender before responding, carefully check the email address and pick up the phone if you are not sure.

5.         Use encryption: Encryption is the process of converting plain text into an unreadable format to protect sensitive information. Consider using an email service that supports encryption to protect your emails from unauthorized access. The best email protection security, will scan your outgoing email, and automatically encrypt if there are credit card numbers, social security numbers, etc.  This is a great backstop, but if you are sending an email that can’t or should not be read by anyone other than the intended recipient, use encryption. 

6.         Use a VPN: A virtual private network (VPN) provides an encrypted tunnel for your internet traffic, making it more difficult for cyber attackers to intercept your email communication. If you must use a public Wi-Fi or unsecured network, consider using a VPN when accessing your email or any other sensitive information.

7.         Be cautious of attachments: Malicious attachments can contain malware or viruses that can infect your computer or network. Be wary of attachments from unknown senders, and always scan attachments with anti-virus software before opening them. If your company is not using advanced email security, talk to your provider.  Attachments should be opened within a sandboxed cloud environment automatically before they are delivered to your account.

8.         Avoid using public computers: Public computers can be compromised with keyloggers or other malicious software that can record your keystrokes and steal your login credentials. Avoid accessing your email from public computers or other unsecured devices. While this is not as common as a practice as it once was, if you do not travel with a laptop, and use a hotel business center instead, make sure that your account is protected by 2FA, and update your password after logging off. 

Cyber attacks typically begin when a malicious actor gains access to an improperly secured email, or when the victim falls prey to a phishing attack.  If you believe that your email account has been accessed, immediately contact your IT provider.  HubWise Technology is an expert in email security and can help your company ensure that best practices are being followed.  

1. Access Anywhere, Anytime

One of the main benefits of using Office 365, instead of an On-premises hosted exchange is that it is a cloud-based service. This allows you to access your files and applications from anywhere, at any time, if you have connected to the internet. Whether you are working from home, on the go, or in the office, you can access your emails, files, and applications from any supported device, including your laptop, tablet, or smartphone.

2. Collaboration Made Easy

Office 365 makes it easy for teams to collaborate on documents and projects in real-time. With tools like OneDrive, SharePoint, and Teams, you can easily share files and collaborate with colleagues, no matter where they are located. This means that you can work on the same document at the same time, provide feedback, and make changes in real-time, without the need for constant email exchanges.

3. Enhanced Security and Compliance

Office 365 provides enhanced security features to help protect your data from cyber threats. Security features such as multifactor authentication, data loss prevention, and advanced threat protection, you can be sure that your data is safe and secure. If a higher level of security is wanted, there are leading edge security software that is easily added to Office 365 and manageable.  Office 365 also helps businesses to comply with industry standards and regulations, such as GDPR, HIPAA, and ISO 27001.

4. Cost-Effective Solution

Office 365 is a cost-effective solution for businesses of all sizes. Being a cloud based software, it eliminates the need for costly hardware, including on-premise exchange servers, additional software, and the cost to manage, monitor, and maintain extra IT infrastructure. Office 365 is also easily scalable as your business grows, adding new licenses, and users is accomplished easily through a dashboard. 

5. Always Up to Date

With Office 365, you always have access to the latest versions of Microsoft’s applications and services. Office 365 is automatically updated for all users.  These regular updates can fix bugs within the software, add new features, or patch security holes.  Without a subscription to Office 365, you lose new features, bugs are not fixed, and known security risks are not patched.

Office 365 is a powerful cloud-based productivity suite that can help businesses of all sizes increase productivity, streamline workflows, and save time and money. With its accessibility, collaboration tools, enhanced security features, cost-effectiveness, and always up-to-date features, Office 365 is a smart choice for any business looking to improve their digital workflows and stay competitive in today’s fast-paced digital world.

If you would like to learn more about the benefits of Office 365, HubWise can help!