What is reactive support?
Reactive support refers to an IT support approach where assistance is provided only after a problem has occurred. In this model, users report issues such as system failures, software errors, or performance disruptions, and IT teams respond to diagnose, fix, or restore service. It’s often called a “break/fix” approach because actions are taken after something breaks.
Understanding what is reactive support is important for organizations evaluating their IT support strategy—especially those weighing it against proactive support models.
Characteristics of Reactive Support:
- Issue-driven response: Support is initiated only when users face problems
- Incident logging: Users submit a support ticket or call the helpdesk
- Troubleshooting & diagnosis: IT teams investigate to identify root causes
- Fix & resolution: Steps are taken to restore service functionality
- Minimal prevention: There is no monitoring to prevent future incidents
Common Examples of Reactive Support:
- Resetting a forgotten password after user lockout
- Fixing a crashed server that has gone offline
- Troubleshooting a software that’s not launching
- Replacing a failed hard drive
- Resolving a virus infection on an endpoint device
Pros and Cons of Reactive Support:
Advantages:
- Lower upfront cost – No ongoing monitoring tools or dedicated resources required
- Simple implementation – Suitable for small businesses or low-dependency IT environments
- On-demand service – Pay only when support is needed
Disadvantages:
- Higher long-term cost – Repeated failures and downtime can be expensive
- No prevention – Problems often recur without root cause elimination
- Reduced productivity – Delays in resolution can disrupt operations
- User frustration – Waiting for issues to be resolved affects satisfaction
Reactive vs Proactive Support:
| Feature | Reactive Support | Proactive Support |
|---|---|---|
| Trigger | Problem occurs | Issue is predicted or prevented |
| Cost | Pay-as-you-go | Fixed or subscription-based |
| System Monitoring | None | Ongoing |
| Downtime | Occurs regularly | Rare or minimized |
| Ideal For | Small businesses, budget-sensitive | Enterprises needing uptime and reliability |
When Reactive Support Works Best:
- For non-critical systems or environments with minimal technology reliance
- In budget-constrained organizations without IT infrastructure investments
- When used alongside proactive tools for hybrid support strategies
- As part of emergency support coverage or incident response teams
Final Thoughts
Understanding what is reactive support helps businesses decide if this approach aligns with their operational needs. While reactive support is cost-effective in the short term, long-term reliability and user experience may suffer without a proactive or hybrid model in place.
