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The Key Differences Between 24/7 IT Support and Traditional Break/Fix Models

By: Dataprise

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As a business owner understanding how technology plays a role in today’s fast-paced world is critical. IT infrastructure is the backbone of operations, enabling seamless communication, data management, and productivity. However, when IT issues arise, they can quickly disrupt workflow and hinder your overall business performance.

In the realm of IT support, there are two primary models that organizations often consider: 24/7 IT support and a more traditional, break/fix model. Both services have their benefits and drawbacks, but understanding their key differences will help you make an informed decision about which one is right for your business.

Traditional Break/Fix Model = Reactive Support

Exactly like it sounds, a break/fix model is reactive support, only offering support when an issue arises. For example, if the business experiences a network outage, the employee would reach out to the provider in a retroactive manner. Then the provider would charge an hourly fee to fix the problem for the business to resume regular activity.

While this model may seem cost-effective at first glance, there are several drawbacks to consider. Firstly, response times can vary significantly, leaving your business vulnerable to prolonged downtime. Would your organization survive if the business was offline for a week? These models don’t take into account disaster recovery, an important aspect of business continuity. Additionally, the hourly billing structure can result in unpredictable and potentially high costs, especially if multiple issues arise within a short period. Creating predictable costs, and music to your finance team’s ears is a necessary part of growing an organization.

27/7 IT Support: Proactive and Predictable

Next, let’s dive into the 24/7 IT Support model – a proactive solution designed to keep your systems running smoothly around the clock. With this approach, organizations generally work with a managed service provider (MSP), like Dataprise, to provide a dedicated team of IT experts. This team monitors your infrastructure, identifies potential issues, and resolves them before they impact your operations. Here’s where the key differences start to shine:

Expertise and Reliability: 24/7 IT Support providers boast a team of highly skilled professionals who possess deep knowledge across various technologies and industries. When you work with an MSP like Dataprise, technical representatives often work with multiple different clients, and get exposure to many incidents. This experience leads to a faster time of resolution when incidents do occur. Their expertise ensures that your systems are managed efficiently, minimizing downtime, and maximizing productivity.

Efficiency and Productivity: By proactively monitoring your IT environment, 24/7 support teams can detect and address potential issues before they escalate. This proactive approach significantly reduces the risk of costly disruptions, allowing your employees to focus on their core responsibilities and enhancing overall productivity.

Security and Data Protection: Cyber threats continue to grow in sophistication, leading to organizations adopting comprehensive security measures. 24/7 IT Support providers prioritize cybersecurity, implementing robust defenses, conducting regular vulnerability assessments, and ensuring data backups. This level of protection offers peace of mind, safeguarding your sensitive information from breaches and data loss.

Cost Predictability: Unlike the Traditional Break/Fix model, 24/7 IT Support operates on a predictable pricing structure. Instead of paying hourly rates for every issue, businesses typically subscribe to a monthly service plan. This allows for better budgeting, eliminating unexpected expenses, and providing cost predictability.

Embrace Efficiency and Reliability with 24/7 IT Support

In 2021, recovering from a ransomware attack cost businesses $1.85 million on average. Investing in 24/7 IT Support empowers your organization to stay ahead of potential problems, optimize operational efficiency, and provide unparalleled reliability to your clients and customers.

By harnessing the expertise of a dedicated IT support team, you can ensure that your technology infrastructure remains secure, productive, and aligned with your business goals. Say goodbye to the reactive nature of the Traditional Break/Fix model and embrace the proactive advantages offered by 24/7 IT Support.

Don’t wait for IT issues to disrupt your business. Take control of your technology ecosystem and unlock a new level of efficiency, reliability, and peace of mind with 24/7 IT Support today. Dataprise is a premier IT service provider that specializes in providing harmonious IT solutions to our clients. Reach out today to learn more about our 24/7 IT support models.


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