What is Reactive IT Support?

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Reactive IT Support: Putting Out Fires (Literally, Hopefully Not!)


Reactive IT support is, at its core, exactly what it sounds like: responding to IT problems after theyve already happened. What is IT Support SLA? . Think of it as the IT equivalent of calling the fire department after your kitchen is already ablaze (hopefully, its just a figurative fire in your IT system!). Its a break-fix approach, a "wait until something breaks and then fix it" strategy.


Instead of actively preventing problems, reactive IT support waits for users to report issues, such as a printer not working, a software program crashing, or a network connection dropping. Once a problem is reported (usually through a help desk ticket, a phone call, or a frantic email), the IT support team springs into action (or at least, theyre supposed to!). They diagnose the issue, troubleshoot the cause, and implement a solution to restore normal operations.


While reactive support is a common model, especially for smaller organizations or those with limited IT budgets, it has some inherent drawbacks. First and foremost, its disruptive. Downtime, even brief, can significantly impact productivity and revenue. Employees cant work effectively when their tools are malfunctioning, and that leads to frustration and lost opportunities.

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Secondly, reactive support can be costly in the long run. Addressing problems after theyve escalated often requires more time and resources than preventing them in the first place. A small glitch thats ignored can snowball into a major system failure, resulting in expensive repairs or even data loss!


Reactive IT support isnt necessarily bad, per se. It can be a viable option for organizations that prioritize cost savings over proactive maintenance.

What is Reactive IT Support? - managed service new york

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However, its crucial to understand its limitations and weigh them against the potential benefits of a more proactive approach. Think of it as patching up a leaky roof only after the rain starts pouring in; it works in the short term, but youll eventually need a more comprehensive solution to avoid long-term damage!



What is Reactive IT Support?

What is Reactive IT Support?

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    What is Reactive IT Support?