Reactive vs Proactive IT Support

by | Jan 30, 2024 | 0 comments

“If it’s not broken, don’t fix it” is still a common mantra with IT services, with the misconception that you are saving money because you are only paying for something when an issue occurs.
However, this is not always the case and certainly does not allow your business to stay protected and grow.
Your IT services and equipment require regular monitoring and maintenance to run seamlessly and efficiently.
But does it really matter if you take a proactive or reactive approach to situations?
This post looks at reactive and proactive online IT support and which approach would best suit your business operations.

Reactive IT support vs Proactive IT support 

Reactive IT Support occurs when your hardware or software breaks down or stops working altogether, and now requires maintenance and repair (you are reacting to a problem as it is reported). This reactive approach to IT services is also known as the break-and-fix solution.
Some of the advantages of opting for a reactive approach include:
  • Cost – acting as a pay-as-you-go option, this level of support means you only pay for IT services when you need them.
  • Convenient – you have the resources you need when you need them (if you can find a good IT service provider in time).
However, the disadvantages of this approach include:
  • You do not have access to ongoing support or maintenance
  • There is no support for forward-thinking, future projects, or planning
  • Costs are unpredictable and often unaccounted for
  • You do not always know the skills or experience of the team coming to fix the problem – and, in fact, can someone come and fix the problem immediately?
  • You could get a different IT technician each time, so they must learn your infrastructure from scratch, taking longer to fix the problem
  • There is no ongoing protection from cyber-attacks.
Moving on to Proactive IT support….
Proactive IT Support provides continuous monitoring of your IT network and infrastructure by a managed service provider, who will keep a close eye on your systems, ensuring that issues are dealt with effectively and efficiently, i.e., they will be responsible for identifying and mitigating problems before they have a chance to grow.
Proactive IT support is often carried out remotely, with this efficient, round-the-clock maintenance and level of support ensuring that systems and infrastructure remain malware-free, with security patches and updates installed and regularly monitored.

Benefits of online IT support 

Reduces downtime – with proactive IT support, you can reduce the number of occasions where downtime occurs, and employees are simply hanging around until the IT systems are back up and running. Helping to avoid dips in productivity, a proactive approach continually monitors system performance, implementing the right measures and controls before an issue arises.
Keeps your customers happy – your IT systems can be a critical cog in serving your customers, and when IT fails and customers cannot access your website, log into their accounts, or contact your business, for example, sales will be negatively affected, you will potentially lose new customers, and business reputation can be damaged. Proactive online IT support ensures that none of this happens, and your systems remain online and always serve your customers.
Removes the burden from your IT department – using an outsourced managed service provider (MSP), like ourselves, helps to relieve the burden from your in-house teams. Allowing them to focus on other important business projects while providing you with peace of mind that systems are under control. Using an MSP also gives you access to an elevated level of expertise and use of their monitoring tools, placing your business on a higher platform.
More cost-effective – this might seem strange as reactive IT support is a one-off cost when you need it; however, these one-off costs can be incredibly high, and 99% of the time, they are not budgeted for. Proactive IT support typically comes with a monthly fee, no surprise bills, or additional costs, and all your monitoring and provision for break-and-fix solutions are built in.
You have access to technical experts – able to monitor and manage your systems correctly, MSPs can also be on hand to answer your technical-related questions. Providing strategic advice, helping to plan while monitoring performance, reacting, and resolving issues quickly, providing you with scalable technology, and more.
Robust disaster recovery in place – managed IT support and service will include disaster recovery planning, with data backups, protection against phishing attacks, managed spam filtering, and virus controls, all in place to maintain high security and protect your business if a disaster strikes. Allowing you to align your technology with your business, creating sustainability while predicting and avoiding future issues.
Some of the disadvantages of proactive onsite IT support include:
  • Ongoing monthly fee
  • High level of commitment (typically, businesses will be tied into months, even a year contract)
  • Bringing in an external provider can pose an additional security risk, so you need to carry out due diligence on the company you want to work with.

Reactive IT support vs Proactive IT support 

The right IT solution depends on your requirements and current business position. There is no one-size-fits-all approach; you need a solution tailored to your operations.
A combination of both reactive and proactive could be the best option.
Why not call us to chat further on 01423 222333