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

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23 January 2024

As a business owner in the 21st century, you must be aware of the importance of technology for your organisation. IT is your business’s backbone, helping you maintain better communication across your organisation, simplify data management, enhance productivity and much more. 

Besides the many advantages that information technology offers, it can also seriously disrupt your business if a problem arises. An IT issue can have disastrous effects, affecting everything from your workflow management to the core operations of your company. 

To deal with such problems successfully, you need an effective IT support structure. Organisations commonly have one of two main IT support models – 24/7 support or the traditional break/fix model. Each IT support service has its pros and cons but one is more suitable than the other.

Let’s explore.

What is Break/Fix IT Support 

As its name suggests, a break/fix model is a reactive form of support when an issue occurs. For instance, if your business experiences a system malfunction or hardware issue, your employees will seek assistance from IT professionals in a response-based manner. Depending on the time needed to rectify the issue, the service provider will then charge an hourly rate. 

What is 24/7 IT Support

24/7 IT support on the other hand offers your business IT services around the clock. Unlike a break/fix model, this approach is a proactive solution for all your IT needs. This kind of IT support is generally provided by a managed service provider like Redpalm. These IT packages come with a dedicated team of IT experts who will monitor your infrastructure, identify potential issues, and resolve them before they impact your operations.

Here are Some Key Differences Between 24/7 IT Support and Break/Fix Models

1. Responsiveness and Accessibility

24/7 IT support means you can get help anytime, day or night. This is a great option for larger businesses that run all the time or have critical systems. With 24/7 support, issues are dealt with right away, reducing downtime. 

In comparison, the break fix model is reactive, only providing support when a problem is reported. This service is usually only provided during regular business hours and can lead to longer downtime, especially if something goes wrong after work hours. 

2. Financial Impact and Budgeting 

24/7 IT support usually involves a regular payment plan, like a subscription or contract and is unlikely to vary in amount. With this solution, identifying problems proactively is included, enabling you to save money by avoiding major breakdowns and downtime.

While the break/fix model might seem like a cheaper solution, in the long run, this may not be the case. Without 24/7 fixes, updates and monitoring, your IT systems may be prone to data breaches or breakdowns. Without proactive maintenance, issues can grow, leading to more expensive fixes. Furthermore, the downtime during repairs can hurt your business financially.

3. Reliability and Efficiency 

24/7 IT support is a reliable option as it regularly keeps an eye on your IT systems, reducing the chances of long downtimes. This continuous watch allows the identification of issues to be done early, so they are fixed quickly before turning into bigger problems. This efficiency means less time dealing with breakdowns and more time for productive work, making your IT setup considerably more stable and efficient.

The break/fix model also comes with a higher risk of being unreliable. Since the support is only accessed after a problem pops up, your business might face unpredictable downtime. Furthermore, you will have to wait for technicians to be available, reducing the efficiency of the service with longer gaps between finding and fixing a problem. 

4. Suitability to Different Businesses

Are you wondering which model will work best for your business? Well, there is no straightforward answer to this question as it depends on the needs of your business. 

For businesses that run non-stop like e-commerce or healthcare, 24/7 IT support is extremely important as it ensures constant monitoring and quick assistance, maintaining uninterrupted operations and promoting a reliable service. 

Even though it is arguably a bigger expense, smaller businesses can also benefit from 24/7 support and have the peace of mind knowing expert help is always available. 

Need Around the Clock IT Support to Run Your Business Smoothly? Contact Redpalm Today!

To prevent IT problems from disrupting your business, hiring an IT service provider that offers 24/7 IT support is a recommended step.

Redpalm specialises in delivering seamless IT solutions for small to medium-sized businesses. Work with us to protect and scale your business, with vigilant 24/7 IT support.

We provide a range of IT services to make sure your organisation is up to date with the newest technological trends. Our IT services include cyber security, technology acquisition, hybrid IT, and more. 

We offer all of the necessary resources to ensure your business operates smoothly. Visit our services page or contact us to find out more!

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