Client stories

  • Home
  • Client stories

NOC SUPPORT FOR A MANAGED SERVICE PROVIDER

Client

A leading managed service provider from Texas USA


Challenges:

The Client is one of the leading MSP service providers and their major issue was handling a high volume of customers and their infrastructure. They had dedicated engineers but as the device count increased, issues related to it were also increased and because of that they were not able to proactively monitor the server issues. This led to new problems on top of the existing ones.

image

Solutions: NOC Support

Eynetech team started with NOC support covering 24/7. We were supporting them with their RMM management, NOC alerts, backup management, and Antivirus management.

We proactively initiated active Issues- check through the ConnectWise Automate tool and resolved them. We assisted them in infrastructure migration and advised on the new implementation.

We Performed last night backup verification for all customers and escalated Server offline issues to Onsite engineers.

We were supporting them for L1, L2, L3, and scheduled tasks during the afterhours and weekends.


Business Impact

  • Response time to solve all P1 issues were faster
  • Our service has kept the client’s business intact even after multiple ransomware attacks
  • Eynetech team helped the client to refocus its effort towards their business priority as we took their attention away by conducting daily backup protocol which meant that they don't need to spend more time on troubleshooting backup issues
  • Eynetech followed the SOP and escalation metrics provided by the client, helped them to be aware of all the incidents which were happening at the client's end

Technologies and tools

  • RMM: ConnectWise Automate
  • Ticketing: ConnectWise Manage
  • Anti-Virus: Webroot Smarter Cyber Security
  • Backup: Storagecraft, Veeam
  • Documentation & Password management: ConnectWise Automate, SharePoint, SolarWinds Passportal
image
image
image
image
image
image
image
image

More Stories