Cloud help desk software is hosted on the provider’s servers, paid for with a recurring fee and available almost immediately. Installed (on-premise) software is hosted on the company’s own servers and requires buying the license and having in-house infrastructure and technical staff, in exchange for more control over the data. Neither option is better in every case: the choice depends on infrastructure, security, total cost, integrations and how urgent the project is. The sections below compare both and give criteria for deciding.
- What is the difference between cloud and installed help desk software?
- Is cloud help desk software secure?
- How does the deployment option affect implementation?
- How is each option paid for?
- What factors should be considered when choosing?
- What sets ServiceTonic apart when choosing a deployment option?
- Frequently asked questions
- Conclusion
What is the difference between cloud and installed help desk software?
| Cloud | Installed (on-premise) | |
|---|---|---|
| Where it is hosted | On the provider’s servers | On the company’s servers |
| Who manages it | The provider handles most of the technical administration | The company’s technical team |
| How it is paid for | Recurring fee (monthly, quarterly or annual) that includes everything needed | License purchase, plus in-house technical resources |
| Upfront investment | None required | License and infrastructure, which can be amortized |
| Setup | Almost immediate | Infrastructure must be prepared first |
| Control over the system and data | Managed by the provider, under the terms of the contract | Full, within the company’s own infrastructure |
Is cloud help desk software secure?
Yes, as long as the provider guarantees adequate security and availability. Before choosing, it is worth asking where the data is hosted, what availability is guaranteed, how backups are made and what certifications the provider holds.
ServiceTonic’s cloud version is hosted in a high-availability data center, with fault-tolerant servers monitored all year round. ServiceTonic is also certified to ISO 27001 for information security.
Even so, some organizations prefer the installed option. For example, those with internal policies requiring data to be kept on their own servers, or those in sectors with specific data custody requirements.
How does the deployment option affect implementation?
With the cloud option, the software is available almost immediately: there are no servers to prepare and nothing to install. It can be configured from day one, and even tested beforehand with the free cloud trial.
With the installed option, the infrastructure has to be prepared first: servers, database, access and backups. Technical staff are also needed to maintain it. The rest of the implementation (processes, pilot, training, channels and SLAs) is the same for both options and is explained in how to implement help desk software.
How is each option paid for?
- Cloud: a recurring fee that includes the software, hosting and technical administration. There is no upfront investment and costs are predictable.
- Installed: the license purchase, plus the cost of the infrastructure and the staff who maintain it. It requires more investment at the start, but it can be more cost-effective in the long run.
For an accurate comparison, it is worth calculating the total cost of ownership (TCO) of each option over several years, for example four. In addition to the license or fee, it should include servers, maintenance, backups, technical staff and updates. With either option, the number of licenses is calculated the same way: based on how many technicians work and how they work, with fixed and concurrent licenses. A quote for each option can be requested on the pricing page.
What factors should be considered when choosing?
| Factor | Points to cloud if… | Points to installed if… |
|---|---|---|
| 1. Infrastructure | There are no in-house servers or there is no wish to expand them | There is existing infrastructure with available capacity |
| 2. Technical staff | There is no team that can manage the system | There is a systems team with time to maintain it |
| 3. Service users | It serves external customers who access it from anywhere | It mainly serves internal users on the corporate network |
| 4. Security | The provider’s certifications and guarantees meet company policy | Company policy requires data to be kept on its own servers |
| 5. Investment | Avoiding upfront investment is preferred | The investment can be made and amortized |
| 6. TCO | Total cost over several years is lower or similar | Total cost in the long run is lower |
| 7. Integrations | The systems to integrate are in the cloud or have an API | Systems only accessible from the internal network must be integrated |
| 8. Project duration | It is a temporary project or of uncertain duration | It is a long-term solution |
| 9. Urgency | The service needs to be up and running as soon as possible | There is time to prepare the infrastructure |
Examples: which option usually fits each case
| Profile | Situation | Option that usually fits |
|---|---|---|
| Small business with no IT department | Needs to start quickly and has no staff to manage servers | Cloud |
| Service company with external customers | Its customers access from anywhere and it prefers predictable costs | Cloud |
| Public body with a data custody policy | Must keep information on its own infrastructure | Installed |
| Industrial group with its own systems team | Has servers with spare capacity and needs to integrate internal systems | Installed, or cloud if the TCO is similar |
What sets ServiceTonic apart when choosing a deployment option?
ServiceTonic is available in the cloud and on-premise, so the decision depends on each organization’s needs, not on what the provider offers. With either option, it is configured without programming and can be up and running quickly. The company is certified to ISO 27001 for information security. The same platform works as help desk software and as ITIL-aligned ITSM software, and it can be extended to other departments in the company.
Frequently asked questions
Is data safe in a cloud help desk?
It depends on the provider. It is worth checking where the data is hosted, what availability is guaranteed, how backups are made and what certifications the provider holds, such as ISO 27001. If company policy requires data to be kept on its own servers, the installed option is the right one.
Which is cheaper, cloud or installed?
In the short term, cloud, because it requires no upfront investment. In the long term it depends on the case: the installed option can be more cost-effective if infrastructure and technical staff are already in place. To find out, compare the total cost of ownership (TCO) of both over several years.
Can a cloud help desk be integrated with company systems?
It depends on the systems. Those in the cloud or with an API are easy to integrate with either option. Those only accessible from the internal network may require additional configuration when the help desk is in the cloud.
Can a cloud help desk be tested before deciding?
Yes. ServiceTonic offers a free cloud trial to check how the software works with your own data and processes before choosing.
Which option is best for a small business?
Usually cloud: it requires no upfront investment or technical staff to manage servers, and the service can be up and running in a very short time. The installed option is a better fit for organizations with their own infrastructure or strict data custody policies.
Conclusion
The question “cloud or installed?” is usually framed as a technical one, but it is almost always decided by something else: who will maintain the system four years from now and how much it will cost. That is why the most useful comparison is not the license price versus the fee, but the total cost and the resources each option requires over time. Once that calculation is done, the choice is usually obvious.
Would you like to see how ServiceTonic would work in your organization, in the cloud or installed? Request a demo and compare both options against your own requirements.