Break-fix: Legacy Software and Systems

Legacy Software and Systems: The Deep Roots of Business Stability

In the race to adopt the latest technology, it’s easy to overlook the critical role that legacy software and systems play in keeping your business running.

As businesses strive to stay competitive and modern, there's a strong temptation to discard older systems in favour of new, cutting-edge solutions. However, what often gets lost in the rush to innovate is the fact that many companies still rely heavily on older technology—technology that has proven itself reliable, efficient, and integral to their daily operations.

While it may not always grab headlines or dazzle with the latest features, legacy software and systems are often the unsung heroes that keep businesses ticking along smoothly. However, supporting these systems presents unique challenges that require a thoughtful approach and expert care. In this post, we explore why legacy systems still matter, the challenges they present, and how our Break-fix services can help support your operations effectively.

Why Legacy Systems Still Matter

Proven Reliability: Legacy systems have often been fine-tuned over years of use, making them reliable workhorses for daily operations. Unlike newer systems that may still be in the process of ironing out bugs or stability issues, legacy systems have been tested and retested in the real world. They have weathered various challenges, adapted to changes in the business environment, and continued to deliver consistent performance. This reliability is invaluable, especially for businesses where even a brief system failure can lead to significant disruptions.

Example: Consider a manufacturing company that uses an older software system to manage its production line. This system has been in place for over a decade, and while it's not the most modern solution, it has been meticulously configured to meet the company’s specific needs. Over the years, it has become a reliable tool that operators trust and depend on. Introducing a new system could disrupt operations, requiring extensive retraining and reconfiguration. For this company, the old adage "If it isn't broken, don't fix it" rings particularly true.

Critical Business Functions: Many essential business processes are built on older platforms and replacing them can be complex and costly. These legacy systems often run mission-critical applications that are deeply embedded in the company's workflows. Transitioning to a new system isn’t just about swapping out software; it often requires a complete overhaul of business processes, data migration, and integration with other systems. This can be a daunting task that carries significant risks, including the potential for data loss, extended downtime, and unforeseen compatibility issues.

Deep Dive: Take, for example, a large financial institution that uses a legacy mainframe system to process transactions. This system has been the backbone of their operations for decades, handling millions of transactions daily. Replacing it would involve not just finding a suitable alternative but also ensuring that the new system can handle the same volume with the same level of security and reliability. The risks associated with such a transition are immense, and the potential for something to go wrong is high. For this institution, maintaining their legacy system while gradually modernising other parts of their IT infrastructure is a more prudent approach.

Compatibility: In many cases, legacy software is the only option compatible with certain hardware or processes, making it indispensable. This is particularly true in industries where specialist equipment is involved, such as manufacturing, healthcare, or telecommunications. Legacy systems are often designed to work seamlessly with the hardware and devices that are critical to these operations. Replacing the software would necessitate upgrading or replacing the hardware as well, leading to additional costs and potential disruptions.

Real-World Scenario: A hospital might use legacy software to operate its MRI machines. The software is no longer supported by the vendor, but it continues to function perfectly with the existing equipment. Replacing this software with a modern solution would require purchasing new machines at a substantial cost and possibly lead to downtime during the transition. Moreover, the staff is well-versed in using the current system, and retraining them on new software could introduce the risk of errors during patient scans. In this case, continuing to use the legacy software with appropriate support and maintenance is a more viable solution.

The Challenges of Maintaining Legacy Systems

Hardware Failures: As legacy systems age, the risk of hardware failures increases. Older hardware components are more prone to wear and tear, and finding replacement parts can become increasingly difficult as manufacturers discontinue support for older models. When these failures occur, they can lead to significant downtime, which can be costly in terms of both lost productivity and revenue.

Example: A retail chain uses an older point-of-sale (POS) system across all its stores. The system is reliable, but the hardware components are starting to show signs of age. When a POS terminal fails, it can cause delays at the checkout counter, frustrating customers and leading to lost sales. The challenge is compounded by the fact that replacement parts for these terminals are no longer readily available, requiring the company to source parts from third-party vendors at a premium.

Limited Support: As technology advances, finding support for older systems can become more challenging. Software vendors may discontinue support for older versions, leaving businesses to fend for themselves when issues arise. This lack of support can make it difficult to troubleshoot problems, apply necessary updates, or integrate with newer systems. As a result, businesses that rely on legacy systems may find themselves increasingly isolated from the latest technological developments.

Case Study: An insurance company relies on a bespoke customer relationship management (CRM) hosted on dated servers to manage its client data. The company has been relying on a small team of in-house IT professionals to maintain it, however, as these employees retire or move on to other positions, the company finds it increasingly difficult to maintain the system. Without vendor support, the risk of a critical failure grows, potentially putting sensitive customer data at risk.

Security Risks: Older systems may not receive the same level of security updates as newer ones, making them more vulnerable to cyber threats. Cybersecurity is a constantly evolving field, and new threats emerge regularly. Legacy systems, particularly those that are no longer supported by the manufacturer, may lack the necessary updates to protect against these threats. This vulnerability can expose businesses to data breaches, ransomware attacks, and other security incidents that can have devastating consequences.

Security Consideration: A government agency uses a legacy server and storage solution to hose their database to store sensitive personal information. While the system is still functional, it hasn’t received a security patch in years due to being end of support by the manufacturer. Meanwhile, cybercriminals are continuously developing new methods to exploit vulnerabilities in outdated software. The agency is aware of the risk but cannot transition to a new system without a lengthy and expensive procurement process. In the meantime, they must take extra precautions to protect the data, including implementing additional security layers and closely monitoring the system for any signs of compromise.

How Break-fix Services Can Help

Given the challenges associated with maintaining legacy systems, Break-fix services play a crucial role in ensuring these systems remain operational and secure.

Expert Maintenance: Our Break-fix services are designed to keep your legacy systems running smoothly, with expert technicians who understand the intricacies of older hardware. These technicians have the experience and knowledge required to diagnose and repair issues that may not be immediately apparent to less experienced professionals. With our added Managed IT Support we can also provide advice on how to optimise the performance of your legacy systems and monitor them for potential issues, addressing them before they arise, ensuring that they continue to meet your business needs.

In Action: A large logistics company relies on a legacy routing system to manage its fleet of delivery vehicles. When one of the servers supporting this system began to fail, the company contacted their Break-fix service provider. The provider's technicians were able to quickly identify the issue—a failing power supply unit—and replace it with a compatible part, restoring the server to full functionality.

Fast Repairs: We offer quick response times and access to hard-to-find parts, ensuring that any issues are resolved with minimal disruption. Time is of the essence when dealing with hardware failures, especially when they affect critical business operations. Our Break-fix services prioritise fast turnaround times to get your systems back up and running as quickly as possible.

Response Time Example: A healthcare provider experienced a failure in their patient management system, which is essential for scheduling appointments and accessing patient records. Recognising the urgency, the Break-fix team was dispatched immediately and arrived on-site within hours. They diagnosed the problem—an outdated network switch—and replaced it with a functioning one from an inventory of legacy parts. The system was back online within a few hours, allowing the healthcare provider to continue serving patients with minimal disruption.

Prolonging System Life: Regular maintenance and prompt repairs can extend the life of your legacy systems, allowing you to continue using them until a full upgrade is feasible. This approach not only saves money in the short term but also provides you with the flexibility to plan and execute a more strategic upgrade when the time is right.

Strategic Advantage: A university uses a legacy learning management system (LMS) hosted on an aging server and storage solution, that supports online courses for thousands of students. While the university plans to transition to a new LMS eventually, budget constraints mean that the switch cannot happen immediately. By utilising Break-fix services along with our proactive support to maintain the current system, the university can continue to provide a stable learning environment for students while they prepare for the eventual upgrade.

Legacy systems are often the backbone of your business operations, with deep set roots providing stability, reliability, and compatibility with critical processes. However, maintaining these systems can be challenging as they age, and the risks of hardware failures, limited support, and security vulnerabilities increase. That’s where our Break-fix and Managed IT Support services come in.

In an era where the focus is often on the new and the innovative, it’s important to remember that older systems still have a vital role to play. With the right support, your legacy systems can continue to serve your business well into the future, providing the reliability and stability that modern alternatives may not yet be able to match. So, before you consider an expensive upgrade, think about how Break-fix and Managed IT Support services can help you get the most out of the systems you already have.