What is Break-fix?
Break-fix means the work starts when something breaks. A technician diagnoses the fault, repairs or replaces the part or device, and confirms that the system works again. The engagement is usually tied to individual incidents.
It is often contrasted with managed services, where a provider monitors systems and maintains them proactively to prevent failures. Break-fix is reactive by design. The two can be combined, for example a managed service with on-site break-fix visits included, so check what a contract actually promises.
Break-fix terms also vary in how they treat parts. Some scopes include the technician and leave parts to the customer or a manufacturer warranty, while others include parts. Response and fix times are normally set in a service level agreement.
How it shows up in practice
- A scope should list covered device types, locations, hours, and the response target after a call is logged.
- State who supplies replacement parts and how failed parts are returned, labeled and tracked.
- Ask how warranty and out of warranty equipment are handled, and what happens if a part is not available.
- Agree what evidence closes a ticket, such as a test result, photos and a signed service note.