Do You Actually Need 24/7 IT Support? Here’s How to Tell

Some agencies wrap up at six. Others run late into the night, reviewing creative work, finalising client feedback, or pushing live events or campaigns. If that sounds like your team, having access to IT support outside regular hours could be more than a nice-to-have. It could be essential.

We’ve seen first-hand how 24/7 IT support helps PR, marketing and comms agencies stay responsive, minimise downtime, and keep clients happy without pushing their internal teams to breaking point.

What is 24/7 support really for?

It’s not about constant tinkering or fixing routine issues at 2am. It’s about having someone on standby when something critical breaks – when not having access blocks work, damages your reputation, or delays delivery.

24/7 support typically covers:

• Emergency remote troubleshooting (e.g. login or connectivity issues)
• Outage response (internet, email, server or file access)
• Real-time monitoring and alerts
• Escalation to engineers when needed

It’s for things that were working, but suddenly aren’t, and need urgent attention, no matter the time.

A scenario we see often:

You’re working late on a pitch deck. It’s hosted in OneDrive, but you suddenly lose access. You’ve got a call with the client at 9am.

You raise a ticket. With 24/7 support, that ticket is picked up straight away. Without it? It might wait until the next business day.

For agencies that move fast and deliver across time zones, that wait can mean missed deadlines and stressed-out teams.

What it doesn’t cover: IMAC tasks

Some things fall outside what’s considered support. They’re still important – they just need more planning. These are called IMACs: Installations, Migrations, Additions, and Changes.

If someone’s never had access to SharePoint, for example, that setup falls under IMAC. If it was working yesterday and doesn’t today, that’s support.

Typical IMAC examples:

• New user or device setups
• Software installations or migrations
• Custom policy changes or new tool integrations

We’ll always let you know if something’s considered IMAC and quote before we act.

Is 24/7 support worth it?

If your agency:

• Works with clients in different time zones
• Handles out-of-hours campaign work or crisis comms
• Has deadlines that can’t afford overnight delays
• Needs reassurance that someone’s always keeping watch

…then yes, it probably is.

It doesn’t need to cover every user – just the ones who’ll actually benefit. And it’s something you can flex over time as needs shift.

Related services

Our 24/7 support ties in closely with:

• Onboarding and offboarding – especially for international or freelance hires
• Remote and hybrid work support – where access issues can crop up any time
• Cybersecurity monitoring – where fast responses can prevent bigger problems

If you’d like to understand whether 24/7 support would make a difference to your team, we’re happy to talk it through—no pressure, no jargon.

Get in touch