Proactive vs Reactive IT Support – which is best?

What’s the difference between reactive support and proactive support?

Proactive support aims to enhance customer satisfaction and prevent problems, while reactive support focuses on resolving existing issues.

Reactive IT support

Remember the saying, “If it ain’t broke, don't fix it?” Unfortunately, for a long time, IT adhered to this. And in some cases, where time and budget constraints cause headaches, they still do.

This saying is the basis of the reactive model, the break-fix approach. If an issue arises and you don’t have the means to rectify it swiftly, you may have to bring in an external source to resolve it. And, as with any skill needed during times of urgency, it will be expensive.

Of course, the one thing to remember is that repairs and patches are time-consuming, and your issue might not get resolved as quickly as you need it to be, resulting in a lot more downtime than your business can handle. Reactive support means a provider can offer an engineer, but they work on their own time schedule, which means they can’t always be available for immediate assistance.

Proactive IT support

Proactive IT support is what a competent Managed Services Provider (MSP) offers. They provide you with a team that assumes responsibilities for your day-to-day operations. With around-the-clock monitoring, they’ll monitor your network infrastructure to prevent and resolve issues long before they become long-term problems that can affect your users or your business – something which isn’t guaranteed with break-fix.

Typically, finding the right MSP is the smarter option for your business. While reactive support will focus on the repair when needed, proactive support will work on prevention and strategies to make your IT infrastructure more operationally efficient.

What’s included in a proactive support model?

With the proactive model, you can expect 24x7x365 managed IT support. This means you’ll have access to a responsive team and won’t have to wait for assistance as you would with the break-fix approach. Instead, your systems, network, and applications will be consistently monitored, and issues will be addressed much more quickly.

Your provider will work with you as a strategic partner to deliver a strategy that addresses your business needs. To do this, they’ll map out and understand your current infrastructure. You’ll also get access to expertise from your own dedicated account manager and service delivery manager, who will be there to support and take responsibility for the level of service that will be delivered.

This route is subscription-based and may cost you a little more than the break-fix approach, but you’ll soon start to see the ROI benefits that come along with it.

Technical consultancy

When your provider conducts a full infrastructure analysis and suggests tailored strategies, they’ll also recommend leveraging new technologies to develop your business and keep it in line with industry trends. While doing this, they will consider that any new technologies refrain from compromising your current business operations.

MSPs have their own team of experienced and knowledgeable individuals. With their technical expertise, they can help you improve your overall environment by creating operational efficiency, streamlining your processes, and providing you with cost-saving opportunities.

24x7x365 support

Through a service desk, you’ll gain 24x7x365 support, not just for infrastructure support but also for user requests. Issues can be submitted to the desk via a ticket, which allows for much quicker resolution.

And since your network will be constantly monitored, you can expect regular reporting. This will ensure you’re always updated and know exactly what’s happening in your network.

Onsite engineering

If you require someone on-site, your service provider can arrange for an engineer to be available. This can usually be flexible and scheduled according to your daily, weekly, monthly, or quarterly requirements.

These are just some of the main services you can expect when choosing the proactive route. In reality, the benefits of taking this approach are endless. MSPs can offer many additional services, providing ongoing support to improve your business rather than just offering a ‘quick fix’.

So which one is better for business?

Reactive support might be cheaper, and yes, it might work for some businesses looking to keep their costs to a minimum, especially if they’re a fairly small company. But if you’re growing and looking to expand your business further, this is going to come with the need for support. It’s also worth noting that reactive support may seem cheaper in the short term, but once the issues start piling up, your costs will, too.

Considering the value behind the service, too, it’s true when they say, “You get what you pay for”. Yes, you might be paying a little more for proactive support, but it comes with added value, which can also eliminate the pressures off your in-house IT team. We recommend a managed service for a responsive and efficient IT support service.

What if I’m not getting the support I need?

If you’re already partnered with a service provider, you may wonder how I can identify if I’m getting proactive IT support. Consider the following questions:

1. Are your users opening too many help desk tickets?
2. Does your IT team feel more or less burdened since your support service was introduced?
3. Do you receive regular reports to understand your environment?

Keeping a close eye on how many tickets your staff are making indicates whether you receive proactive support. If you find that they’re opening too many, the chances are that your provider isn’t focusing on preventive maintenance. You also shouldn’t have to ask for reports and updates on your network; your provider should work with you as a partner and keep you in the loop.

Here’s what a good proactive support service looks like:

• Detailed reporting to establish what’s going on in your network
• Effective preventative maintenance
• Ensures help desk tickets are kept to a minimum
• Provides technical support
• Effective monitoring and alerting to identify issues quicker
• Secure solutions
• Technical expertise

Overall, proactive service should make your life easier, not more complex! If you’re having issues and not getting the outcome you hoped for, it’s time to make the switch. Remember, before doing this, you’ll need to look at your current contract and see how long you’ve agreed to.

Summary of Proactive vs Reactive IT Support

If you’ve decided to call it quits with the break-fix approach, or you’re looking for a new managed IT support service, we have you covered! To learn more about our end-to-end managed support service, contact us today. Alternatively, you can contact us at +44 0207 605 7890 or hello@oryxalign.com.