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LEVERAGE WHITE LABEL NOC AND HELPDESK SOLUTION

Client

Managed Service provider from Texas, USA


Business Requirement

  • 24/7 Premium NOC support by using their CW Automate RMM.
  • After hours support to monitor and manage mission critical backups for their Financial sector customers.
  • One Dedicated Helpdesk technician to handle over flow tickets.
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Our Solution

We assigned NOC roles to one of our POD ( A team of 12 members ) to monitor and manage customer servers and network 24.7.365. 2 Full time Dedicated Engineers work exclusively for Business and Afterhours coverage as per client’s requirements. NOC Team and Dedicated engineers coordinate together and provide comprehensive support to the Client. Together the team manage 600 servers, 3000 desktops and ~400 tickets per month.


Benefits and Value Provided

  • Cost optimization up to 60 %.
  • 24.7.365 coverage reduced to the volume of tickets drastically.
  • Onsite Engineers able to concentrate more on Customer support than dealing with routine health and backup alerts.
  • Able to handle Patches on-time for 3000+ devices.
  • Able to handle complex Backup integrity checks demanded by MSPs’ customers.

Technologies and tools

  • ConnectWise Automate
  • ConnectWise Manage
  • Slack
  • Shadow Protect
  • SharePoint
  • Webroot
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