The difference between reactive support and proactive monitoring
Reactive support waits for something to fail and for the customer to report it. Proactive monitoring catches degradation before it turns into a total outage, and in many cases allows intervention before the customer ever notices the problem.
What's monitored in network infrastructure
- Uptime of routers, switches, and access points, with automatic alerts on failures.
- Bandwidth usage and anomalous traffic patterns.
- Status of primary and backup (failover) internet links.
- Hardware temperature and health in racks and enclosures.
What's monitored in power
- UPS charge status and remaining runtime.
- Overload alerts on intelligent PDUs.
- Power outages and generator/ATS activation, where applicable.
What's monitored in security
- CCTV camera and recording status (offline devices, signal loss).
- Pending firmware updates on critical devices.
- Access anomalies on managed systems.
What happens when monitoring detects something
Depending on severity, an internal alert is generated that the technical team investigates and, when possible, resolves directly. For cases requiring on-site intervention or a customer decision, proactive contact is made — the customer hears about the problem from DITAP, not the other way around.
The exact monitoring scope depends on your contracted service plan — it is detailed in your contract, and you can confirm it by writing to [email protected].