Third-party network operations center (NOC) vendors can save MSPs time and money while allowing them to offer a premium service to clients. However, before you run out and sign up the first NOC vendor you find, bear in mind that not all third-party NOC providers are alike.
You don’t want to sign a contract, only to find that you are working with a poor quality company, with stagnant technology and escalating prices.
Here are best practices to follow when selecting a third-party NOC vendor:
- Quality of Service: Consistent level of service and response times
- Scalability: Capacity to expand services to meet future needs in terms of infrastructure and support staff
- RMM and PSA Integration: Tight integration between the NOC service and the RMM platform ensure reliable and quality service delivery; NOC services should also be agnostic to the leading PSA providers
- Operational Cycles: Your NOC should be able to offer consistent and solid 24/7 support
- Flexible Service Consumption: A good third-party NOC will offer multiple service levels so you can go with a support option that best meets your needs
- Expertise & Resources: A good NOC vendor will have staff and resources for supporting all of your needs for current and future customers
- SLA Track Record: Their SLA should closely align with your operating needs and speak with other partners to understand their consistency in meeting SLA expectations
- Financial Stability: Don’t be left stranded by partnering with a provider who suddenly ceased operations
- Investment & Expansion: A strong NOC partner will have a development vision and plans for product development and expansion
Every MSP will have a unique set of requirements for their third-party NOC based on individual operations, customer needs and future development plans. You want to provide the best possible service to your customers, and a NOC vendor should only enhance that service.
By Paula Griffin
By Gretchen Hoffman