24/7 IT Support: The Key to Success
Why does it seem like tech issues happen at the worst possible times?
Because tech doesn’t care what time it is, whether it’s a holiday, or if you had plans after work. When a computer goes kaput or a hacker breaks into your server, the simple fact is this:
If no one is there to fix it, you’ve got a major problem on your hands.
So, how can any in-house IT team handle issues that pop up at 3 AM or during a long weekend? The truth is, they can’t – at least not without burning out or missing things.
But there’s a solution. It’s called a Managed Service Provider, specifically one with 24/7/365 support. (That’s us, by the way.)
In this post, we’re breaking down why having someone watch over your tech around the clock isn’t just a good idea, but absolutely necessary.
What Is 24/7 IT Support?
You can probably guess from the name, but there’s more to it than just having someone pick up the phone at midnight. True 24/7 IT support means:
- Monitoring tools that run nonstop.
- Real people are on-call at all hours.
- Fast response times, even during holidays.
- Real-time defense and prevention from cyberattacks.
- A team that’s ready to go on-site if needed.
Sounds solid – but do you really need it? Can’t most tech issues wait until morning?
If only…
Why You Need It
Sure, an MSP is great at solving problems, but where they really shine is in preventing them. And prevention? That’s what keeps your business running.
Because downtime is expensive. Really expensive. We’ve said it before, and we’ll say it again: even a small business with just one server and a handful of employees can lose $1,670 per minute during an outage. And that’s a conservative estimate.
So even if a problem seems like it can wait, chances are it can’t – at least not without serious consequences.
But let’s take a closer look at how 24/7 IT support actually works, and why it’s worth every penny.
Constantly Monitoring
Any MSP worth partnering with uses 24/7 monitoring tools. But what exactly does that mean?
These tools are connected to every part of your IT infrastructure: computers, servers, firewalls, cloud apps, printers, you name it. They’re constantly collecting data like what type of machine is running where, which software versions are active, whether a backup succeeded, if a hard drive is heating up, or even if someone tried to log in from halfway around the world.
The magic happens when those tools detect something off. When that happens, alerts are instantly sent to your IT team. There’s no waiting around for someone to discover a problem manually, although that does happen. Either way, your support team gets right on the issue.
In many cases, they’ll fix the issue before you – or your staff – ever notice something was wrong. That’s the power of real-time monitoring: prevention over panic.
Late Night Support
Monitoring tools are great, but they don’t replace human expertise. You still need experienced IT professionals ready to act – and that’s especially true when things go wrong at odd hours.
That’s where the night shift comes in.
MSPs like The 20 MSP have dedicated technicians working overnight, not just folks on call who might answer if they hear the phone. That means when your system throws a red alert at 2:00 a.m., there’s already someone in front of a screen, troubleshooting in real-time., No delays. No scrambling to find a technician. No waiting until morning.
Think of it like a hospital ER team or a security guard for your network – trained professionals on-site (or online) while the rest of the world sleeps. They’re quietly keeping your network healthy so you can wake up to a business that’s still running smoothly.
Ready Every Weekend and Every Holiday
Not every business can afford to hit pause just because it’s the weekend or a holiday. Your employees might be off, but your tech likely isn’t. Customer portals, e-commerce platforms, and automated systems – all of them keep working in the background even when your office is closed.
So what happens if something breaks during that time?
With 24/7 IT support, you don’t have to be the one getting a panicked call. Your MSP has it covered, even on Christmas morning. And often, they’ll spot issues and start working on them before you even realize something’s wrong.
Cyberattacks Don’t Wait
If you were a hacker, when would you strike? When everyone’s in the office and watching for threats, or during a quiet weekend, when IT staff are off-duty?
Exactly.
In fact, Semperis’s 2024 risk report showed that 86% of ransomware attacks happened on weekends or holidays, when defenses are down and response times are slow.
That’s why real 24/7 IT support is critical for your company’s security. It’s not just about using threat detection software, but having trained professionals actively monitoring and ready to act in real time. Whether it’s isolating a device, shutting down a compromised account, or restoring clean backups, your MSP can stop the damage before it spreads.
Onsite Assistance Anytime
Monitoring tools and remote troubleshooting can solve a lot. But not everything.
Some problems demand boots on the ground – like a power surge that fries a computer, water damage in the server room, or a computer that won’t turn on, no matter what’s done remotely. In those cases, no script or screen share is going to cut it. You need someone physically present and fast.
This is when your MSP becomes your MVP.
Top-tier MSPs don’t just rely on remote tools. They have field technicians on standby, ready to head to your office when something serious goes down. And while we can’t speak for every MSP, The 20 MSP has satellite locations across the country, so help is never too far away.
This type of support should be part of your disaster recovery plan– something your MSP can help you with – and is critical to staying functional. Because even though your office may be “closed,” downtime still costs you.
The Real Cost of 24/7 IT Support
Let’s run the numbers – because let’s be honest, that’s probably what you’re most curious about.
You pay $75,000 per year for a fully managed, 24/7 IT support plan. That includes:
- Access to the latest and greatest tools.
- Enterprise-grade security and anti-virus software.
- Always-on monitoring Apps.
- Ticketing systems and performance tracking.
- And 24/7 expert support.
Now let’s say you go the in-house route. Hiring just one full-time employee at around $100,000 per year means you’re paying for:
- Salary
- Insurance
- Benefits
- Ongoing Training
- Time off, sick leave, holidays – you name it.
And that’s just for one person. One person who, no matter how good, can’t work 24/7, monitor every system simultaneously, or respond instantly at 2 a.m. If they miss something critical? You’re not just out a paycheck – you’re staring down thousands in downtime losses.
Which sounds better? A full team of always-on support for less money, or a single point of failure that costs more.
Yeah, we know which one we’d choose.
But hey, we also get it – outsourcing IT, even with 24/7 IT support, can feel like a big leap. So, here’s the question we always recommend asking:
“Would my business be okay if something happened tonight?”
Think about that. And when you’re ready, we’re here to talk. 24/7 IT support.
About The 20 MSP
As a leading provider of managed IT services, The 20 MSP serves thousands of businesses nationwide, providing each one with white-glove service, secure and streamlined IT infrastructure, and 24/7/365 support. We believe in building lasting relationships with clients founded on trust, communication, and the delivery of high-value services for a fair and predictable price. Our clients’ success is our success, and we are committed to helping each and every organization we serve leverage technology to secure a competitive advantage and achieve new growth.
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