Choosing the Right IT Support Model for Your Seattle Business
Not all IT support is created equal. From managed services to on-demand help, here's how to choose the right model for your business.
Your IT needs are unique. A 5-person startup has different requirements than a 50-person company. A retail business has different needs than a professional services firm. Yet most businesses default to whatever IT support model they stumbled into, rather than choosing the approach that actually fits their needs. Let's fix that.
The Three Main IT Support Models
Most Seattle businesses use one of these three approaches—or some hybrid combination:
1. Managed Services (MSP)
You pay a flat monthly fee for comprehensive IT management. Your MSP monitors systems 24/7, handles updates and maintenance, and provides help desk support. Think of it like having an entire IT department on retainer.
Typical Costs:
- • $100-200 per user/month
- • Usually 10-user minimum
- • 1-3 year contracts common
What's Included:
- • 24/7 monitoring
- • Help desk support
- • Proactive maintenance
- • Security management
2. Break-Fix / On-Demand Support
Pay only when you need help. No monthly fees, no contracts—just call when something breaks and pay by the hour. This is the "pay-as-you-go" approach to IT.
Typical Costs:
- • $125-200 per hour
- • Emergency rates higher
- • Project quotes available
What You Get:
- • On-demand troubleshooting
- • Project-based work
- • No ongoing commitment
- • Flexible scheduling
3. Consulting / Strategic IT
High-level guidance and planning without day-to-day support. A consultant helps you make strategic IT decisions, plan projects, and optimize your technology—but doesn't handle help desk tickets.
Typical Costs:
- • $150-300 per hour
- • Retainer options available
- • Project-based pricing
Best For:
- • Strategic planning
- • Major projects
- • Technology selection
- • Vendor management
Which Model Is Right for You?
The right choice depends on your business size, IT complexity, and how critical technology is to your operations. Here's how to decide:
Choose Managed Services If:
- ✓You have 10+ employees who depend on technology daily
- ✓Downtime costs you money (retail, e-commerce, professional services)
- ✓You want predictable IT costs with no surprise bills
- ✓You need someone watching for security threats and system issues
- ✓You don't have in-house IT staff (or want to supplement them)
- ✓Compliance requirements (HIPAA, PCI-DSS, etc.)
Seattle Example: A 25-person accounting firm pays $3,500/month for managed services. Before switching, they were spending $5,000-8,000 per month on reactive support, plus dealing with constant fires. MSP was actually cheaper and way less stressful.
Choose On-Demand Support If:
- ✓You're a very small business (under 5 employees)
- ✓Your IT needs are simple and stable
- ✓Someone on your team is tech-savvy and handles day-to-day issues
- ✓You rarely have IT problems (maybe once or twice a quarter)
- ✓You're comfortable with occasional downtime
- ✓You're bootstrapping and watching every dollar
Warning: Many businesses think they're saving money with break-fix support, but end up spending more when problems pile up. If you're calling for help more than once a month, managed services is probably cheaper.
Choose IT Consulting If:
- ✓You have in-house IT staff but need strategic guidance
- ✓You're planning a major IT project (office move, cloud migration, etc.)
- ✓You need help selecting technology or vendors
- ✓You want a technology roadmap aligned with business goals
- ✓You need specialized expertise for a specific project
Pro Tip: Many businesses combine consulting with one of the other models. For example, managed services for day-to-day support plus consulting for strategic projects.
Hybrid Approaches: The Best of Both Worlds
You don't have to pick just one model. Many Seattle businesses I work with use hybrid approaches:
"Core + On-Demand"
A light managed services package (monitoring and basic support) plus on-demand support for projects or complex issues. Good for growing businesses that aren't ready for full MSP pricing.
"In-House + MSP Backup"
One in-house IT person handles day-to-day support, while an MSP provides backup, after-hours coverage, and specialized expertise. Reduces risk of the "what if they're sick/on vacation/quit" scenario.
"Consulting + Break-Fix"
Quarterly consulting sessions for strategic planning plus on-demand support for issues. Works well for businesses with simple IT needs but big growth plans.
Red Flags When Choosing an IT Provider
Not all IT support providers are created equal. Watch out for these warning signs:
- ⚠No clear SLA (Service Level Agreement): What response times can you expect? What's covered? Get it in writing.
- ⚠Lock-in contracts without trial period: A confident provider will offer a trial or short initial term.
- ⚠Pressure to buy hardware/software through them: Good providers recommend solutions, not push products for commissions.
- ⚠No documentation or knowledge transfer: You should own documentation of your systems, not be held hostage to it.
- ⚠Can't provide local references: Any established Seattle IT provider should have happy local clients willing to talk.
- ⚠"Unlimited support" promises: Nothing is truly unlimited. Look for clear definitions of what's included.
Switching IT Support Models
Already have IT support but considering a change? Here's how to transition smoothly:
- 1.Document everything first: Before switching providers, make sure you have all passwords, documentation, and account information. Don't depend on your current provider to hand it over gracefully.
- 2.Check your contract: What's your termination notice period? Any penalties for early cancellation?
- 3.Overlap transition: If possible, have your new provider start before you end with the old one. Makes for a smoother handoff.
- 4.Plan for discovery period: Your new provider will need time to learn your systems. Budget extra support time for the first month.
The Bottom Line
The right IT support model depends on your business size, technical complexity, and how critical technology is to your operations. There's no one-size-fits-all answer.
Start by honestly assessing your needs, not your budget. Cheap IT support is expensive when it leads to downtime, security breaches, or lost productivity. Invest appropriately for your business stage and growth plans.
Not Sure Which Model Is Right for You?
Let's talk about your business needs. We offer flexible IT support tailored to Seattle businesses.
Schedule Free Consultation