Take your staff cost per hour, add the revenue you cannot process, then add the customers who do not come back. That is your real hourly downtime cost.
For most small operations the figure lands between several hundred and a few thousand dollars an hour.
Managed support is priced against that number. Monitoring, patching and tested backups exist to keep the outage from starting.
Break-fix feels cheaper right up until the day it is not.
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