MSPAssist

BACKGROUND

Introduce your business and what you do there.

I’m the owner of a company in the Netherlands. We deliver IT infrastructure services and knowledge to large companies and top of the mid-market firms.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with MSPAssist?

We needed a partner that could help us provide 24/7 services to our customers. It’s difficult to find good, qualified service providers in our country. We wanted to outsource work, freeing up our resources to take on additional initiatives.

SOLUTION

What was the scope of their involvement?

In the beginning, we had a proof of concept period where we had MSPAssist do some tasks to get a feeling for the quality of work. We had some video training sessions with them to learn more or less what they had to do. Their team picked the work up well.

Outside our normal business hours, MSPAssist takes on what we call active monitoring. They observe client systems and manage the classification of errors. If there’s what we call a prior-one error, their team will call one of our specialists to recover the system. We have a lot of systems from our customers, which they check every day to ensure the operations are performing well. Their team checks systems and send a report to our managed service desk. In the morning, the report is there, which then functions as their work schedule. It guides what they do: solve issues and clear tickets.

What is the team composition?

We’ve worked with about three to four teammates. I’ve also interacted with the owner of MSPAssist

How did you come to work with MSPAssist?

We searched for an agency on Upwork. We interviewed two companies, one of which was MSPAssist. They came out of it well. Then, we had a video call with them. Their team fit well with our services. We also called one of their customers in the US. I also called one of their customers who spoke positively about their cooperation with MSPAssist. Then, we started our engagement.

How much have you invested with them?

At this point, we spend about $5,000 per month. Their services will cost between $50,000–$60,000 yearly.

What is the status of this engagement?

We started working together in February 2019, and our cooperation's ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The collaboration has been beyond my expectations. You have to build confidence to work with an offshore company. Over the last six months, we've built a lot of trust in their team. All of our employees are enthusiastic about the quality we get back and how they fulfill their obligations. Now we’re making additional work to give them. Our collaboration has been very positive. It’s been fantastic.

How did MSPAssist perform from a project management standpoint?

They’ve been really good. We’ve had weekly goals and video calls with them on the operational level. Once per quarter, our service manager and I have a video call with the owner of the MSPAssist. That’s how we’ve moved forward.

What did you find most impressive about them?

First of all, MSPAssist's a real company. They have an office with about 30 or 40 people on staff. They can work 24/7. Their team is highly skilled. They're professional and have a broad knowledge. They can also train people to get more people on board easily. We can even have a dedicated person for additional services if we would like that. The engagement has been really flexible and high-quality.

Are there any areas they could improve?

Not at this point. It’s been a smooth engagement.

Do you have any advice for potential customers?

Build trust with an outsourced partner.  

BACKGROUND

Please describe your company and your position there.

I am the president of a managed IT services company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire MSPAssist?

We hired MSP assist to outsource to our Network Operations Center activities.

What were your goals for this project?

Quality, reliable and consistent IT NOC support

SOLUTION

How did you select this vendor?

I found MSP assist initially on Upwork.

Describe the project in detail.

Outsourced after hours NOC services

What was the team composition?

We currently are assigned a full time resource from MSP Assist

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Mandeep has done a great job in finding us an appropriate engineer to manage our NOC. He is consistently available and always willing listen to and address any concerns that arise.

How effective was the workflow between your team and theirs?

Very good. They are always willing to implement any work flow we need.

What did you find most impressive about this company?

Their willingness to listen to our needs and take any action required to provide quality support.

Are there any areas for improvement?

Increase availability of trained staff

BACKGROUND

Please describe your company and your position there.

The clients we serve are small to medium size businesses with little to know information technology department themselves. We provide application and technology services. My role with in the company is the virtual cio acting in the clients interests for consulting and managed services.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire MSPAssist?

MSP assist was critical in assisting in delivery of automated windows patching, antivirus management, and backup services

What were your goals for this project?

Providing managed services to our clients while creating availability for our own staff to focus on application support.

SOLUTION

How did you select this vendor?

Web search

Describe the project in detail.

Automation via a connected suite

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

MSP assist has been wonderful and Aman a vital part of our team

How effective was the workflow between your team and theirs?

Very good, does require time zone considerations for meetings but communications are good

What did you find most impressive about this company?

Excellent team. They have excellent interpersonal skills, very proficient staff

Are there any areas for improvement?

No comments

BACKGROUND

Please describe your company and your position there.

I am the owner of an IT services company. We serve small business customers of all types.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire MSPAssist?

Our company needed help with tech support tickets and requests, as well as connectwise automate scripts.

What were your goals for this project?

We wanted to see our tech support tickets solved in a quick time and get our Connectwise Automate setup.

SOLUTION

How did you select this vendor?

We evaluated several vendors that provide outsourced tech support, but MSP Assist came in at the right price and right flexible nature.

Describe the project in detail.

MSP Assist helps monitor my help desk ticketing system and communicates with us on Slack to work towards a resolution.

What was the team composition?

Initially we were assigned one Automate engineer and as we began to grow in our needs, more level 2 engineers were assigned to help provide 24 hour coverage.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We have been able to quickly handle tickets in a quicker fashion. Automate is setup and running properly.

How effective was the workflow between your team and theirs?

We had some communication issues at the beginning but have worked out a good system.

What did you find most impressive about this company?

They have many good resources that can continue to work on a problem cross-shift.

Are there any areas for improvement?

Communication in English is acceptable, but could be vastly improved.