About 10 years ago, when managed IT services were just beginning to gain traction, one of the critical selling points was that break/fix was expensive; not only was the machine you needed fixed broken, your business had to eat the cost of downtime. Now that many businesses have benefited from the proactive approach to IT management, and managed IT services are a big part of business for a lot of companies, one question is left unanswered: What happens when technology breaks under a managed IT services agreement?
