Network Operations Center (NOC) services are the secret weapon of many a successful MSP. If you haven’t discovered this gem, Kaseya can show you all the benefits and how you can take full advantage in our webinar Best Practices: Learn How To Accelerate Your Growth With Kaseya NOC Services.
NOC services can fundamental to your future success. With it, you can expand your coverage and footprint without expanding your payroll. Led by Kaseya GM Frank Tisellano, this on demand webinar walks through how to:
- Acquire new customers more rapidly and confidently
- Increase profits by reducing service delivery costs
- Enable delivery of higher quality services to your customers with your existing staff
- Offer new revenue-generating services like 24x7x365 monitoring
- Maintain complete control over end user interaction
How the NOC can De-Stress Your Business
MSPs are constantly stretched thin. During work days, techs are busy chasing problems and keeping systems up to date. When the next day comes, there are a load of tickets from the off hours to tend to. The day begins with these admins already behind.
It is no better for clients who start their day with unresolved issues.
The answer for many is to augment your IT staff by ‘renting’ NOC service for hours your staff are unavailable. Third party providers offer MSPs NOC services, but so do many MSP solution vendors such as Kaseya. The advantage for the latter is the NOC service tightly integrates with the MSP solutions you already rely on such as RMM and PSA. And with tight integration, clients won’t notice the difference between the NOC and your own staff. Properly done, the NOC makes you look like a much larger company with a far bigger 24×7 staff.
Kaseya customer IT-Guru is reaping the benefits of the Kaseya NOC service. “The thing I like most about Kaseya’s IT services is that it’s really an extension of our business,” said Joe Axne, president of IT-Guru. “They’re there 24-7-365. Watching over all the monitoring, all the noise that’s being created and suppressing the issues… resolving the issues on the fly without having to hire staff. They’re providing us the proactive care we need. They’re providing that proactive side where I don’t have to hire that proactive team here for IT Guru.
The following graphic from out webinar outlines some of the issues a NOC can resolve:
If you outsource the NOC, at least for part of your coverage, you can serve clients far more effectively, particularly in regard to uptime and mean time to resolution (MTS). If that NOC partner is also your technology vendor, you can be sure the technical staff is expert in how that software solution works, and how it is used to spot and resolve problems. And this happens without you either having to pay overtime to expensive technicians or hire extra staff. Even better, NOC technicians act as second set of eyes. With their experience and expertise, you can gain new insight into what’s wrong with your clients’ network, and how to make them safer, more reliable and more efficient. In this way, you can gain the trust of your client, and begin to offer higher level, more strategic services based on their confidence in your operation.
NOC services are sold on an OPEX basis, and because of the NOC vendor’s economies of scale, it should be far cheaper to outsource this coverage than to staff up and do it yourself. Here again, the money you save can be used to invest in other parts of your business.
At the same time, this NOC can come in handy as a fill-in when you have technicians call in sick or have unforeseen turnover. And when business gets busy, or you have just brought in new clients, the NOC can make sure your operations scale smoothly and keep clients are happy.
With an outsourced NOC, you can decide how much you use it and balance this against other goals you hope to achieve, such as acting as a trusted advisor or even delivering Virtual CIO (vCIO) services.
With a NOC you can also reduce alarms while improving technician efficiency, as the following graphic demonstrates.
NOC NOC NOC — Three Levels of NOC
Kaseya NOC services have three levels:
Here are more details on the three levels of Kaseya NOC Services:
Level 1: Monitor
Monitor services are perfect for MSPs that need access to NOC engineers to help ensure the health, availability and performance of IT infrastructure on a 24×7 basis. Count on our services to review alarms, filter for false alarms, and escalate issues to your team. You can customize monitoring thresholds, configuring notification and escalation policies. You maintain complete control over usage, data collection, and end-user interaction.
Level 2: Manage
In addition to all the services in the Monitor service level, Kaseya NOC engineers will perform remediation of alarms based on an agreed-upon set of tasks and run lists. In addition, you get access to a Technical Services Desk to assign tasks such as creating user accounts, adjusting permissions, resetting user passwords, adding printers and printer queues, and more.
Level 3: Manage+
This level of service is designed for MSPs that want their IT teams to focus on high-value customer engagements. Besides delivering all the services in the Manage level, this service allows you to offload other common tasks.