Break-Fix Support Services

Understanding Break-Fix Support

Break-fix support provides reactive incident response when systems fail or require emergency repairs. Unlike managed services with ongoing proactive maintenance, break-fix operates on a time-and-materials basis, charging only when issues occur. AGM Network delivers enterprise-grade break-fix support with 4-hour response times, 99.5% first-time resolution rates, and 24/7/365 emergency availability for mission-critical systems.

Break-Fix vs Managed Services:

Break-Fix: Pay-per-incident model, reactive response, no monthly fees, suitable for low-risk systems
Managed Services: Fixed monthly fee, proactive monitoring, preventive maintenance, lower total cost of ownership
Hybrid Model: Managed services for core systems + break-fix for legacy/non-critical applications

Organizations using break-fix support typically experience 3-5x higher incident costs compared to managed services due to emergency response premiums and unplanned downtime. However, break-fix remains cost-effective for low-frequency incidents (< 5 per year) and non-critical systems where downtime is acceptable.

AGM Network Break-Fix Service Levels

🔴 Critical (Severity 1)

Response Time: 1 hour
Resolution Target: 4 hours
Availability: 24/7/365

Definition: Complete system outage, production down, critical data loss, security breach affecting business operations.

🟡 High (Severity 2)

Response Time: 4 hours
Resolution Target: 8 hours
Availability: Business hours

Definition: Major functionality impaired, significant performance degradation, workaround available but inefficient.

🔵 Medium (Severity 3)

Response Time: 8 hours
Resolution Target: 24 hours
Availability: Business hours

Definition: Minor functionality issue, limited user impact, workaround exists with minimal business disruption.

🟢 Low (Severity 4)

Response Time: 24 hours
Resolution Target: 5 business days
Availability: Business hours

Definition: Cosmetic issue, enhancement request, documentation error, no operational impact.

Break-Fix Support Coverage

💻 Infrastructure Support

Server failures, network outages, storage issues, virtualization problems. Covers on-premises and cloud infrastructure including AWS, Azure, and Google Cloud.

🔧 Application Support

Enterprise application errors, integration failures, database issues. Supports ERP systems, CRM platforms, and custom business applications.

🔐 Security Incident Response

Breach containment, malware removal, ransomware recovery, forensic analysis. 1-hour response for security incidents with cybersecurity specialists.

💾 Data Recovery

Database corruption, accidental deletion, failed backups, storage media failure. Expertise in backup and recovery for SQL, Oracle, MongoDB, and file systems.

🔗 Integration Failures

API connectivity issues, middleware errors, data synchronization failures. Support for integration platforms including MuleSoft, Dell Boomi, and custom APIs.

📱 End User Support

Desktop issues, laptop failures, mobile device problems, software installation errors. Escalation from helpdesk services for complex incidents.

Break-Fix Incident Response Process

Step 1: Incident Logging

Submit ticket via phone, email, or web portal. Provide system details, error messages, business impact, and affected users. Automated acknowledgment sent within 15 minutes.

Step 2: Severity Classification

Support team assesses severity based on business impact, number of affected users, and workaround availability. Assigns priority and response team.

Step 3: Initial Response

Engineer contacts customer within SLA timeframe. Gathers additional diagnostics, reviews logs, and begins troubleshooting. Engages vendor support if required.

Step 4: Root Cause Analysis

Identify underlying cause using diagnostic tools, system monitoring data, and error analysis. Document findings in incident ticket with timestamps.

Step 5: Resolution Implementation

Apply fix, deploy patch, restore from backup, or implement workaround. Test resolution in non-production environment when possible. Coordinate change windows with customer.

Step 6: Verification & Closure

Verify system functionality with customer. Monitor for 24-48 hours to ensure stability. Document resolution steps and close ticket with root cause and preventive recommendations.

Break-Fix Pricing Models

Time & Materials

Pay hourly rate for actual time spent on incident resolution. Typical rates: $150-250/hour for infrastructure, $175-300/hour for applications.

Best For: Infrequent incidents (< 5/year), non-critical systems, unpredictable support needs.

Block Hours

Purchase blocks of 10, 25, or 50 hours at discounted rates. Hours roll over for 12 months. Typical discount: 15-25% vs hourly.

Best For: Moderate incident frequency (5-15/year), budget predictability, multiple systems.

Project-Based

Fixed price for defined scope (e.g., disaster recovery, system migration, security remediation). Includes planning, execution, documentation.

Best For: Major incidents requiring multi-day remediation, scope clarity, fixed budgets.

Additional Charges:

After-hours premium: 1.5x rate for nights, weekends, holidays
Emergency response: 2x rate for < 1 hour response requests
Travel expenses: Onsite support billed at cost + 10%
Third-party costs: Vendor support escalations, software licenses, hardware replacements

Technology Expertise

AGM Network break-fix support covers 200+ enterprise technologies across infrastructure, applications, and security:

Operating Systems

Windows Server, Linux (RHEL, Ubuntu, CentOS), Unix (AIX, Solaris)

Databases

Oracle, SQL Server, MySQL, PostgreSQL, MongoDB, Cassandra

Virtualization

VMware vSphere, Hyper-V, KVM, Citrix XenServer

Cloud Platforms

AWS, Azure, Google Cloud, Oracle Cloud, IBM Cloud

Networking

Cisco, Juniper, Palo Alto, F5, Fortinet

Storage

NetApp, EMC, Pure Storage, HPE 3PAR, Dell PowerStore