| Proactive versus Reactive Support
Why the Quick-Fix (Break-Fix) solution is not a good idea?
Many IT Support Providers take the quick-fix route as illustrated by the diagram below. They come in at the Loss* level fix the problem, charge you by the hour and leave without investigating the Event and Cause which lead up to the Loss*. This inevitably leaves you in the vulnerable position of the issue occurring again leading to further Loss*.
Difference between Proactive and Reactive Support
Proactive support follows the method whereby the MSP is involved at the Event Level of your IT Infrastructure Network. When an Event arises which points towards a potential Loss* occurring, the MSP will investigate the Event and determine what Cause lead to the Event arising. Thereby, the MSP addresses the Cause preventing the Loss* from actually occurring.
Reactive support follows the method whereby an IT Support Provider comes in at the level when the Loss* has occurred. The support provider will determine and investigate the Event to find the Cause which leads up to it. Once the Cause has been determined, the support provider will then investigate the Cause to lead towards a Resolution.
How does an MSP enable Proactive Support on my Network?
Proactive support involves the MSP installing monitoring software on all of the Clients PC’s and Server that has internet connectivity. The monitoring software uses secure protocols to send data securely to the MSP via the internet. This data is then interrogated by the MSP to monitor the health of your IT network and equipment; alerts are registered by any Event which may lead to a potential Loss*. The MSP then takes appropriate action to prevent any Loss* occurring by then addressing the alert. The whole process is transparent to the end user and as far as the end user is concerned there is disruption to herhis work or access to their data.
Combining Proactive and Reactive Support for a more Comprehensive Support cover
Although NetOpSys favour the Proactive Support method, to monitor potential issues and Events before they become critical and result in complete system downtime; there are occasions when the end user may experience Loss* without the MSP being aware of it, e.g. end user deletingover-writing data accidentally. In such a case NetOpSys will use the Reactive Support method to resolve your issue. Thereby, adopting this combination of support you benefit from a more comprehensive level of support.
NetOpSys have varied packages of support contracts available to suit each and every size and type of business. For more information on our support contracts please click here.
(*) – Loss denotes any outcome which results in (but not exclusive to):
| 
