Proactive vs Reactive Support Models
Waiting for customers to report faults is outdated. Here is how proactive support improves uptime.
In a reactive support model, the provider starts work only when the customer calls to report a problem. By then, the business has already been affected. Proactive support aims to detect and fix issues before users notice.
How proactive support works
A network operations centre (NOC) monitors links and equipment continuously. When alarms indicate a fault or degradation, engineers begin investigating immediately and contact the customer.
What gets monitored
Link status, latency, packet loss, interface errors, equipment health, power and environmental alarms.
Benefits
- Faster detection and restoration
- Fewer surprises for your team
- Problems fixed before they become outages
- Better data for trend analysis
Degradation matters
Many issues start as rising errors or latency before a full outage. Proactive monitoring catches these early.
Customer notification
Proactive providers inform you when they detect issues, with updates on progress, so you can plan.
Combined with SLAs
Proactive monitoring supports strong restoration commitments, because work starts sooner.
Your role
Share contact details, site access information and maintenance windows so the provider can act quickly.
Reporting
Monthly reports showing detected incidents and resolutions demonstrate the value of proactive support.
The bottom line
Proactive support shortens outages and reduces business impact. UbiFi Business SLA includes 24x7 NOC monitoring for business connections.
Learn more about Business SLA & Assurance from UbiFi, or talk to our team.
Clear service-level agreements: uptime targets, response and restoration times, proactive monitoring and service credits.
