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Empowering Your MSP Business to Grow and Prosper—One Post at a Time

5 Ways to Improve Your MSP Service Level Agreement (SLA)

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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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How Continuum’s NOC Can Resolve up to 90% of Issues for You

Posted February 10, 2017by Lily Teplow

How a NOC Can Solve 90 percent of Your Issues For You.png

Wouldn’t it be nice to wake up in the morning to find out that a major client issue was proactively identified—and resolved—while you were counting sheep? Or if your technicians were able to spend less time monitoring alerts and focus on more strategic, revenue-driving projects? Fortunately, this isn’t a fantasy scenario—it’s all possible when you leverage Continuum's Network Operations Center (NOC) technicians in conjunction with our IT management platform.

One of the most common challenges MSPs face when growing their businesses relates to staffing: IT demands are episodic, yet your capacity (and payroll) are fixed. As such, you’re left with two options—overstaff the business to guarantee you’ll be able to support spikes in service requests, or understaff to maintain a lean operation and maximize profits (but run the risk of delivering sub-par service and potentially losing business). Neither scenario is ideal.

Fortunately, there is a third option. The most successful MSPs have found that the ideal RMM solution in 2017 is one that can move beyond traditional alerting and ticketing features, and is backed by human resources that can resolve hundreds of issues every day and scale capacity up or down at a moment’s notice. Continuum’s fully-integrated RMM & NOC solution is the industry’s only platform which combines a powerful intelligence engine with instant access to more than 700 skilled technicians who provide 24x7x365 monitoring, proactive problem resolution, and more.

If you’re looking for ways to increase efficiency, expand the scope of your services and bring greater value to your customers, Continuum’s NOC can play an instrumental role as you continue to scale your managed services business.

Continuum's NOC Is Designed to Provide:

  • 24x7x365 monitoring and proactive problem resolution
  • Alerting, ticket filtering and consolidation
  • Round-the-clock support and troubleshooting
  • Significantly lower total cost of ownership than traditional MSP models
  • Specialized certifications and skills across a variety of platforms

Continuum’s NOC does the heavy-lifting on behalf of our partners to maintain uptime across different networks, and perform a variety of essential functions including remote restarts, anti-virus updates, patch testing and much more. What’s more, our model is designed for efficient scalability—with technology, human resources and extensive training all included with the overall cost. This means you don’t have to bear the cost of building your own in-house operation—helping you keep your hiring costs low and fixed.

24-Hour Support, Every Day of the Year

The Continuum agents you deploy to your clients’ sites are fully-managed and monitored by our NOC, ensuring that systems remain healthy and networks are running smoothly. Our technicians are well-trained in an extensive list of systems, software solutions and technologies, and can resolve up to 90% of alerts on your behalf—all while keeping you continuously updated and informed, so you’re free to focus on client relationships and business growth without ever losing sight of what’s happening behind the scenes. It’s a model that allows your existing technical staff to focus on higher-value services while lowering your technician turnover rate.

Tailored to Meet Your Needs

Think of our NOC as a direct extension of your internal team. The NOC works in-line with your business goals to help you grow your business without the need to hire costly staff or specialized engineering resources. You can maintain a fixed labor force while tapping into a level of skill, training and experience that simply isn’t feasible via an in-house solution. MSPs who utilize the Continuum NOC are never investing in or paying for unutilized or unproductive labor—they can scale it up or down as needed to meet their SLAs, and multiple service levels allow MSPs to decide exactly how they’d like to leverage the NOC on a per-site basis.

All in all, Continuum’s NOC is truly an unparalleled solution that can transform your MSP business into a powerhouse service delivery organization. Instead of feeling the pressures of uncertainty around your ability to properly support and onboard large clients, our model empowers you to take on deals of any size with confidence—and know that you’ll always have access to the resources you need to get the job done.

Ready to learn more? Request a free, no-commitment trial and discover the power that our NOC-supported platform can deliver to your business today!

Discover the full power of our NOC!
Download-Scaling-for-Success-The-MSP-Guide-to-Operational-Efficiency

Lily is a Content Marketing Manager at Continuum and is passionate about helping businesses solve their biggest challenges. She is responsible for managing Continuum’s MSPblog and writing on a variety of topics, from sales and marketing to cybersecurity, helping establish authority in the MSP market. Lily is also a seasoned content creator and has supported Continuum’s PR and media efforts. In her spare time, Lily enjoys singing, traveling the world, and cheering on her favorite Boston sports teams!

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