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Bullet-proof critical alerting and incident management for Managed Service Providers

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Washington based MSP turned to OnPage to solve their needs for after-hours alerting when customers’ technologies failed.

In this post  see how DNS benefited from rolling out OnPage as a solution:

-Preserve their SLAs
-Improve response time by 90%
-Save thousands of dollars in labor costs

Dynamic Network Solutions, located in the greater Washington D.C. area, prides itself in providing the highest quality customer service. The company works extensively with its customers to manage client needs and provide them with significant training to avoid unwanted security incidents and downtime. Dynamic Network Solutions has many points of touch with their clients in order to ensure great service and ensure networks and technologies are always running.


The problem with Tradition

However, Dynamic Network Solutions (DNS) saw that their legacy workflow for managing after hours incidents was hurting the quality of customer service.  The customers had to use a separate after hours phone number or a separate after hours email to request assistance. Not only did this increase the level of confusion for the customer, it made it also required a lot of overhead and management on the part of DNS to effectively manage the customer’s need. This inevitably led to DNS having to shoulder extra labor costs.

Their system frequently also led the company to approach the point at which they were violating their SLAs. Their SLAs typically required them to respond to a customer issue within 60 minutes. However, given the time it took for them to receive an alert, it often took as much as 45 minutes, if not more, to respond to an event.

Realizing the need to have a more effective 24/7 policy to monitor and repair the technologies they managed, DNS had to improve their legacy process. They couldn’t risk the possibility of violating SLAs or hurting their interactions with customers. As such, DNS purchased the OnPage Incident Management System to integrate with their existing ConnectWise Manage platform.


Managing customer outages

Today, there are two ways in which Dynamic Network Solutions manages customers’ after hours technology outages.

In the first scenario, a customer will call an afterhours number, leave a voicemail which is automatically transcribed into a ConnectWise ticket. The ConnectWise ticket is then automatically created based on the customer issue and priority of the incident. Finally, an OnPage alert is dispatched to the on-call MSP if the incident meets pre-determined triggers.

The second, and vastly more frequent scenario, is one in which DNS is apprised of a problem through network monitoring solutions. These network monitoring solutions run 24/7 and ensure client systems are up and running. In the instance that a client’s technology fails, the monitoring system will immediately send an email to ConnectWise which, in turn, builds a ticket based on the customer and priority.

With the ConnectWise-OnPage integration, DNS has improved its SLA by almost 90%. This represents a significant decrease in Mean Time Til Response. Their response time to SLAs has gone from 45 minutes to 5 minutes.

A lot of issues are resolved before the customer ever realizes there is a problem. This workflow and responsiveness on the part of DNS to customer needs makes the company much sticker and important to keeping clients’ technologies up and running.

According to Sam:

A lot of the work is done behind the scenes by monitoring systems and ConnectWise. However, OnPage is important because it is the tool that takes us over the finish line and allows us to immediately start working on issues.


Conclusion

By switching to OnPage, DNS has realized significant improvements in the management of its SLAs, decreasing its expenditures on after-hours labor and minimizing downtime of critical client infrastructures. The costs of using OnPage over their legacy system has allowed the company to cut their resource expenditures on labor by a third. This translates into DNS being able to save thousands of dollars a year. Since they only need an on-call engineer when an issue arises, there is no need to have the engineer constantly available.

To learn more about how Dynamic Network Solutions is using OnPage to get over the finish line, download our case study.

 

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