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Proactive vs Reactive IT Support – Which is right for your business?

The choice between proactive and reactive IT support can mark the difference between smooth sailing and a sinking ship. Want us to elaborate? 

Let’s say you opt for the reactive stance. Your organisation suffers a data breach because of an old server. You begin the recovery process by restoring thousands of files and patching up your newfound vulnerabilities. 

Take this same scenario but change your stance to a proactive one. Your organisation not only monitors and maintains the server but also conducts ongoing security assessments to address vulnerabilities. If an issue pops up, you’re the first to know it (and resolve it). You can address security issues before they become a serious detriment to your productivity. 

Still not sure which is right for your business? Join us as we explore proactive and reactive IT support in greater detail.

What is reactive IT support? 

Reactive IT support focuses on repairing issues. Once the IT team is alerted of an issue, they begin issuing the necessary support and reacting to the situation at hand. 

Their services are tailored towards incident response, and they address immediate needs by minimising downtime. Tasks conducted by a reactive managed IT service may include the following: 

  • Issue diagnosis 
  • Emergency response
  • User support 
  • Patch management 
  • Data recovery


Advantages of reactive IT support 


Reactive IT support models tend to be cheaper because they offer a pay-as-you-go model. Rather than hiring a full in-house team, you only have to pay for the hours you use. 

Lack of resources 

For companies with limited resources, reactive IT support is a great option as there is no need to spend on additional personnel or expertise.   

Cultural norms 

If it’s not broken, don’t fix it. Some organisations hold onto this belief, even when it comes to cybersecurity and IT support. Reactive models are a suitable option for those who don’t perceive their security system to be at risk.  

Disadvantages of reactive IT support

Lack of strategy 

Without a proactive stance, it’s unlikely that an organisation can develop a cybersecurity strategy. However, planning and adopting clear maintenance routines is key.  

Less security 

Waiting for an attack to happen before implementing a solution can lead to a greater number of security risks. It’s an unpredictable approach that could cost companies countless hours of downtime and damage to their reputation. 


If you need to call someone every time an issue arises, you inevitably waste time. Employees should be able to continue with their daily tasks without the risk of being interrupted by a security risk. 

What is proactive IT support? 

Proactive IT support focuses on preventing issues. Before an issue occurs, the IT team is working proactively to avoid risks or breaches. 

Their services are primarily tailored towards incident prevention, and they address potential issues before they arise. Tasks conducted by a proactive managed IT service may include the following: 

  • Vulnerability assessments 
  • Threat response 
  • Security awareness training 
  • Disaster recovery planning 
  • Regular system maintenance


Advantages of proactive IT support 

Reduced downtime 

A proactive managed IT service involves a lot of monitoring and prevention. When you eliminate an issue before it becomes disruptive, your organisation can benefit from greater productivity and reduced downtime. 

Greater decision-making 

Typically, your proactive managed IT service provider will provide important analytics and metrics. If you have a greater overview of IT infrastructure and how your cybersecurity strategy functions, you can make data-driven decisions.

Automated maintenance 

Lastly, a proactive approach will ensure your systems are always running smoothly and efficiently. Automatic maintenance will avoid expensive breakdowns or breaches down the line. 

Disadvantages of proactive IT support 

Higher costs 

Although proactive IT support is considered cheaper than hiring a full team of experts, it’s still a considerable expense. You may find your costs are higher, but it’s a fair price to pay for peace of mind. 

Longer commitments 

Depending on your managed IT service provider, you may have to commit to a long-term contract. This could feel restrictive if you’re not satisfied with the service, so it’s always best to get to know your provider beforehand. 

Issuing trust 

When you opt for a proactive IT support provider, you essentially hand over the key to the kingdom. You entrust them with your sensitive data and hope they don’t let you down, this could be an issue if you end up choosing a sub-par provider. 

Which is right for your business? 

When it comes to safeguarding your organisation, the choice between a proactive or reactive support system should feel like a no-brainer. Opting for comprehensive and proactive managed IT support is as close as you can get to complete peace of mind. 

If you want to know more about our award-winning IT solutions or you simply have any questions, don’t hesitate to reach out.