Managed IT
Remote, Hybrid or Dedicated on-site: choosing your IT support model
Managed IT comes in three service models: remote support, an engineer on site two days a week, or a full-time engineer on site. A practical guide to deciding which fits your office.
In this article
When you choose a managed IT service, the first question is not price but how support is delivered: does the engineer connect remotely, visit a few days a week, or sit in your office every day? ONYX offers three service models: Remote, Hybrid and Dedicated on-site. Below we explain what each one means, who it suits and which questions to answer before you choose.
The three models at a glance
The difference comes down to one thing: how much time the engineer physically spends in your office.
- Remote: support is delivered remotely. It is priced from the device-based formula alone, with no on-site days added.
- Hybrid: an engineer is on site 2 days per week, with everything else handled remotely.
- Dedicated on-site: an engineer works in your office 5 days per week, full-time.
On-site days are an add-on on top of the device-based base price. The exact combination is confirmed when the quote is prepared. The planned visits included in a package differ from package to package, so confirm this before you sign.
Remote: who is it for?
Remote fits offices where most problems are software and account issues: email, user accounts, licences, printer and network settings, slow computers. Most requests like these are solved remotely, and nobody spends time travelling.
It suits small offices without a server and teams that rely on cloud services. The limit is obvious: when someone has to check a cable, a device or a piece of hardware, a person has to be there.
A useful habit when you choose Remote: keep a record of your requests. After three months you will see which problems keep repeating and which could only be solved in the office. That lets you adjust the model based on real experience rather than guesswork.
Hybrid: the middle road for a growing office
The office grows, a server or network storage (NAS) appears, new people join. At this stage running everything remotely gets tiring. Someone needs to set up new computers, place equipment and help staff in person.
Hybrid closes that gap. The engineer is on site 2 days a week, and day-to-day requests are handled remotely on the other days. Staff get face-to-face help, and you avoid taking on the load of a full-time engineer.
Dedicated on-site: when IT is business-critical
With the Dedicated model, an engineer is in your office 5 days a week, full-time. In practice it is close to having your own IT department, delivered through a service company.
It makes sense for sites that cannot stop, have many users, or where an equipment failure turns into serious loss immediately: large offices, hardware-heavy sites and regulated environments.
A simple rule: on-site days pay off when there is a lot of physical work or when people need hands-on help. If most problems live inside the screen, start with Remote and add on-site days as the need appears.
Five questions to answer before choosing
- How many people work in the office? More people means more daily requests and more need for in-person help.
- Do you have a server or NAS? Where there is physical equipment, on-site visits become more valuable.
- How often do you need hands-on work? If new desks, cabling and hardware swaps are frequent, Remote alone may not be enough.
- What does downtime cost you? If an hour offline stops sales, reception or production, a closer support model is easier to justify.
- Do you have in-house IT? If you do, a model that complements them may be enough. If not, the service has to cover the gap.
Common mistakes
- Choosing the biggest model "just in case". You pay for on-site days you do not use. Better to start small and look at the real nature of your requests.
- Looking only at price. Remote looks lightest, but with a server and many workstations, having no on-site days can quietly cost you.
- Not asking what is included. Planned visits differ by package. Make sure the contract states them.
- Choosing once and forever. Your business changes. Revisit the model when the team grows or a server arrives.
Related information
Frequently asked questions
What is the difference between Remote, Hybrid and Dedicated support?
The difference is how much time the engineer spends in your office: with Remote, support is delivered remotely; with Hybrid, an engineer is on site 2 days per week; with Dedicated on-site, an engineer works in your office 5 days per week, full-time.
Which model suits a small office without a server?
Remote is often enough, because most problems involve accounts, software and network settings, and can be solved remotely.
Are on-site days included in the base price?
No. On-site days are an add-on on top of the device-based base price. The planned visits included in a package differ from package to package.
Can I change the model later?
It makes sense to revisit the model as your needs change. For example, when the team grows or a server is added, you may consider moving from Remote to Hybrid.
Not sure which model fits?
Tell us your team size and equipment and we will help you choose. Contact us, or read about our IT support service and the virtual IT department.