MSP and NOC Services: How to Get 24/7 Coverage without Adding Staff

Larger MSPs can provide 24/7 service and support. They have their own Network Operations Center (NOC) or already receive these services subcontracted.

Not everything is so lucky. Some small MSPs can only handle trouble tickets and other tasks during business hours. This is bad enough for local clients in the same time zone. They always want to fix their system. This is a situation that is not possible for geographically dispersed clients. Limited service times can severely limit expansion capabilities.

Often the answer is to "rent" a NOC service, leaving your IT staff unavailable for hours. While third-party providers offer NOC services to MSPs, many MSP solution providers also offer them. The advantage of the latter is that NOC services are tightly integrated with already dependent MSP solutions like RMM and PSA.

And due to tight integration, customers are not aware of the difference between a noc support and its staff. With the proper use of NOC, it seems like a much bigger company, with much more staff around the clock.

 NOC Services

NOC services are specifically designed for  MSP customers. Here is a short and dirty explanation. "If you are expanding your business and don't have the right staff to serve you, or if you want to serve your customers 24 hours a day, NOC Services can help you. NOC Services is designed to scale quickly. It will extend the existing in-house staff to provide the supervision and management services necessary to satisfy customer demand. "

This service is specifically designed for customers so you can get your MSP up and running quickly.

Here are the immediate benefits:

• ·         Scale quickly without costly overhead
• ·         Meet and exceed expectations for service level.
• ·         Free up staff and focus on new ways to add value
• ·         Full control over end user interaction.
• ·         Improve profitability with 24/7 service
• ·         Access to the suite of best practice monitors and troubleshooting methodologies

Virtual Surveillance: Front-Line Defense

NOC Services functions as an extension of its staff, except that it does not take vacations. Like your technician, this service monitors customer systems to ensure they function and run correctly.

If problems are found, the service can handle alarms, filter false alarms, and troubleshoot based on predefined workflows and best practices.

This is not a one-size-fits-all solution. Instead, MSP will register with the NOC service to meet your business needs. You can also combine end users into one of three tiered service levels.

You can also customize monitoring thresholds and set notification and escalation policies. Full control over usage, data collection, especially end-user interaction.

Build Or Rent A NOC

As mentioned earlier, large MSP stores often have their own NOCs. So should we build or choose a NOC service? Everything is different

NOC services is an important business and economic decision. "It is important that MSPs constantly evaluate the most valuable services and identify which services they outsource or perform in-house. Essentially, MSPs are in charge of deciding whether to outsource or not. You should receive the same evaluations that your clients receive.

NOC services focus on basic RMM functionality and helpdesks. "The idea of ​​fully outsourcing the NOC and help desk should only be done under appropriate circumstances. For example, it is highly unlikely that a small MSP will need NOC business hours or weekend / holiday support. But you cannot do it yourself. "

And MSP should never say. "But planning not to have a NOC or help desk is a completely different situation. That is the essence of MSP. If you do not plan to develop your own monitoring, administration and help desk functions, we question the real purpose and value for our clients. NOC is a service delivery engine for the practice of MSP.