Maintenance service: Planned vs Reactive Agreements

The question of whether planned or reactive maintenance service agreements are better, has no correct answer. There is a case for both sides, each solution having its pros and cons. The real query facing decision makers is what level of cover they need to ensure their business remains operational and stays protected during both the short and long-term.    

The answer may not be as straightforward as you think. It’s important therefore to understand how the two agreements work and more critically how that can impact both your business and your finances.  

Infrastructure specialists, Technology Powered Services (TPS) has a wealth of experience in providing both planned and reactive approaches to cover a wide range of maintenance needs.

The team of engineers hail from a variety of different backgrounds and offer a diverse range of electrical, technical and IT engineering skillsets. Their expertise spans a multitude of sectors; including corporate workspace, hospitality, retail, education, data centres, critical environments, distribution and logistics, which is why TPS has become one of the most sought after break-fix service providers in the UK.

The company prides itself on its specialist approach which aims to ensure that clients can maintain optimum business performance at all times. To facilitate this, a broad spectrum of break fix services are offered, which include 24/7 engineer call out, periodic testing and both reactive and planned maintenance service agreements – allowing organisations the opportunity to select the best solution to match their needs. 

Whilst the two service agreement terms (reactive and planned) are fairly self-explanatory, it is important to understand how these levels of cover work and the problems you could be facing if you select the wrong one. To help you decide which is the right one for your business we’ve taken a look at both options in a little more detail.

Here’s what you need to know…

Reactive Maintenance Service Agreement

As the name states on the tin, a reactive service agreement takes exactly this approach. It is designed for those companies who do not want the expense of a planned regular maintenance schedule but still need to ensure they are covered for emergency assistance in the event of any critical equipment failure or sudden system breakdown.

It is a highly flexible and adaptable solution which allows businesses to simply react and fix issues or request help with general repairs, as and when they arise.

The Problems with A Reactive Model

This type of agreement may be the right model for some clients and can be highly effective for certain business situations. That said, there is a reason the planned maintenance service model has emerged as a more dominant option over the years.

Whilst the reactive agreement has less initial outlay, any repairs needed are carried out on a case-by-case basis and can be difficult to budget for ahead of time. The burden is therefore on the client to anticipate what technical works may need to be covered in the future and set aside funds for any ‘potential’ emergency situations – a position they may not be either skilled or qualified to predict with any accuracy. 

The failure to plan or budget accordingly can lead to clients having to opt for repeated quick, short-term fixes over a more longer-lasting solution, which can ultimately be a lot more expensive in the long run. The knock-on effect also contributing to elevated levels of system downtime and a host of business-related issues that may arise from this.

Whilst a reactive service agreement will ensure cover is available to fix any issues, the lack of regular, routine maintenance may result in potentially small repairs being missed and therefore becoming much larger and more costly over time.

Reactive Service Agreement At A Glance:

• No up-front investment
• Emergency assistance
• Help with general system breakdowns and repairs
• Guaranteed response within 4 hours
• Flexible and adaptable
• Unpredictable costs 
• Burden of prediction
• Increased risk of downtime
• High-stress environment
• Crisis management

Planned Maintenance Service Agreement

A planned maintenance service agreement allows clients to schedule regular servicing in throughout the year. This proactive approach aims to anticipate system issues ahead of time and ensures that all necessary steps can be taken to reduce or prevent unexpected system downtime.

Acting on the premise that ‘prevention is better than cure’ this solution involves performing regular maintenance checks and repairs throughout the year to prevent the need for larger works that can be both costly and disruptive to business continuity.

Rather than simply applying a short-term fix to any given situation, this service option will help to improve the overall safety of the infrastructure, the equipment and the working environment for all who come into contact with it.

Where systems are linked to back-end software that allows for 24/7 monitoring and proactive maintenance, engineers are able to respond quickly to issues, limiting the potential for system failures before serious damage occurs. 

The set monthly/annual fees help to give clients greater clarity in terms of budgeting. Any potential problems that are likely to require investment further downline can generally be spotted well in advance, thus allowing business owners the time to prepare a critical funding plan. 

Let’s also not forget, that a planned maintenance agreement affords businesses all the luxuries of an ‘in-house’ service without having to afford the salaries of an actual ‘in-house’ full-time team.

Planned Service Agreement At A Glance:

• Up-front investment
• More predictable costs
• Emergency assistance
• Guaranteed response within 4 hours
• Reduced general system breakdowns and costly repairs
• Technical assurance
• All the benefits but not the costs of an in-house team
• Increased system stability
• Safer working environment
• Decreased risk of downtime
• Less firefighting

Given the two options, it is understandable why the greater level of overall predictability offered through a planned service agreement has allowed it to become more popular, particularly during times of financial instability. Whilst there are up-front costs, regular servicing and maintenance can ensure major breakdowns are avoided, whilst also minimising downtime and allowing for any potential issues to be dealt with or budgeted for prior to them becoming a serious problem.

That said, the reactive agreement offers businesses a high level of flexibility whilst also still providing emergency cover and assistance with general breakdowns and repairs as and when needed. If opting for this solution, don’t forget you will need to set aside some kind of contingency fund for when those repairs are needed, as they undoubtedly will be over time.    

Whatever you decide, having the correct after-care services in place will provide the technical assurance and incident management needed to safeguard your business both in the short and long-term.

The range of break fix services available through TPS include both the reactive and planned service agreement options. With an industry wide reputation for delivering exceptional infrastructure, connectivity and technological solutions, the network of specialist engineers are available across the UK; 24 hours a day, 365 days a year. In the event of a critical fault or urgent system issue, you can rest assured the team will be on hand to carry out any emergency maintenance required as swiftly as possible.

If you would like advice or further information on the break fix services available, please call a member of the TPS team on 0161 660 9974 or email sales@techpoweredservices.com