Incident Management Gets a Voice
By using OnPage’s cloud-based, virtual paging app in conjunction with ConnectWise, Pennsylvania-based MSP Advanced Network Products (ANP) has been able to dramatically improve its response time to critical IT alerts and better manage SLAs. ANP’s biggest pain point prior to OnPage was hand-offs of after-hours alerting by the NOC team. OnPage’s technology has provided the solution by providing alerting to its IT on-call policy.
NOC team oversight means less burden for IT on-call engineers
In writing our
case study on Advanced Network Products, we talked to the company’s Mike Silverman to learn how our technology has enabled the company to solve their pain point. According to Mike, prior to using OnPage, there was little oversight of the NOC team. As such, ConnectWise tickets that needed to be escalated to the on-call engineers weren’t. With OnPage, that oversight is enabled.
Where email fails, critical alerting succeeds
Previously, all alerts at ANP came through email. In using OnPage, ANP has enabled audible alerts for all monitoring tools. According to Mike:
Incident alerting through OnPage has enabled the necessary oversight which the NOC team needed and provide a more robust understanding of how the team is doing. These results have provided the strength the company needs to continue to grow ANP’s business.
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