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  • Platform

    MSP

    Support and Active Administration on customers’ premises

    AlertOps for MSP

    We’ve simplified your research process!

    We created this special ConnectWise MSP bundle. It’s everything an MSP needs in 1 simple bundle.

    ConnectWise MSP Bundle

    Enterprise

    Digital Transformation

    Gain insights into your digital operations to accelerate digital transformation​

    Intelligent Events

    Operational intelligence into the people, processes, and technologies​

    DevOps

    Work faster, smarter, and more efficiently than ever before​

    IT Ops

    Identify, coordinate, and uncover ways to prevent future incidents.​

    See the full list
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    Make AlertOps work for you. Keep your business humming

    Don’t let your software limit what’s possible. Configure AlertOps to your vision and achieve groundbreaking results.

    AlertOps Features

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    Get the flexibility to respond your way​

    Major Incident Management

    Manage the unexpected with confidence​

    DevOps

    Anticipate, automate and resolve in a flash

    IT SERVICE MANAGEMENT

    Achieve service mastery

    Managed Services Provider

    Service beyond expectations

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    Protect your institution and enhance student and faculty experiences

  • Integrations

    Integrate with your favorite tools

    Easily connect with monitoring, ITSM and ChatOps tools to identify, prioritize and resolve incidents. And use our no-code, Open API to seamlessly enrich your alerts and automate workflows.
    See all Integrations
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  • Platform

    MSP

    Support and Active Administration on customers’ premises

    AlertOps for MSP

    We’ve simplified your research process!

    We created this special ConnectWise MSP bundle. It’s everything an MSP needs in 1 simple bundle.

    ConnectWise MSP Bundle

    Enterprise

    Digital Transformation

    Gain insights into your digital operations to accelerate digital transformation​

    Intelligent Events

    Operational intelligence into the people, processes, and technologies​

    DevOps

    Work faster, smarter, and more efficiently than ever before​

    IT Ops

    Identify, coordinate, and uncover ways to prevent future incidents.​

    See the full list
  • Solutions

    Make AlertOps work for you. Keep your business humming

    Don’t let your software limit what’s possible. Configure AlertOps to your vision and achieve groundbreaking results.

    AlertOps Features

    Use Cases

    IT Operations

    Get the flexibility to respond your way​

    Major Incident Management

    Manage the unexpected with confidence​

    DevOps

    Anticipate, automate and resolve in a flash

    IT SERVICE MANAGEMENT

    Achieve service mastery

    Managed Services Provider

    Service beyond expectations

    Industry

    HealthCare

    Respond faster when patient lives are on the line

    Retail

    Stay in control with real-time operational intelligence

    Energy

    Quickly mobilize during peak usage

    Entertainment

    Ready to drive positive customer experiences

    Goverment

    Streamline and optimize your process

    Education

    Protect your institution and enhance student and faculty experiences

  • Integrations

    Integrate with your favorite tools

    Easily connect with monitoring, ITSM and ChatOps tools to identify, prioritize and resolve incidents. And use our no-code, Open API to seamlessly enrich your alerts and automate workflows.
    See all Integrations
  • Pricing

    Avoid complex billing and costly add-on modules.

    See more

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    $ 0 / month
    •  
    Get Started

    Standard

    $ 5 per user / month
    •  
    Try it Free

    Premium

    $ 15 per user / month
    •  
    Try it Free
    Top Package

    Enterprise

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  • Category : AlertOps Solutions

Integrate Your Incident Management Tool into Your Scheduling System

Scheduling

Managed service providers (MSPs) are becoming exceedingly important to organizations around the world. MSPs deliver network, application, system and e-management services across a network. As more companies embrace digital transformation, bring-your-own-device (BYOD) and other revolutionary technologies and processes, the demand for MSPs is expected to increase substantially in the foreseeable future.

The global managed services market could be worth nearly $258 billion by 2022, according to market research firm Markets and Markets. MSPs likely will need to do everything possible to differentiate themselves from rivals in this rapidly expanding market. Fortunately, incident management and alert escalation software offers an effective way for MSPs to do just that.

Incident management software could play a pivotal role in how an MSP builds long-lasting customer partnerships. This software helps MSPs quickly identify and resolve incidents. It also ensures MSPs can maintain consistent service levels and comply with service-level agreements (SLAs).

To better understand the importance of incident management software for MSPs, let’s consider this scenario: you’re an MSP for a cloud hosting solution and have an IT support team that includes five on-call support techs who provide 24/7 support  . Since there are five techs on your staff, each rotates as the “primary” point of contact who receives all priority 1 alerts. You’ve also set up an incident management tool that functions on a constant rotation cycle among your five techs.

But what happens when one of your techs goes on vacation? Typically, a tech will submit a time-off request, receive a manager’s approval and enter the time-off information into a scheduling system. But if you forget to change the schedule on your alert notification system, your company, its employees and its customers may be in trouble.

In this scenario, your priority 1 alerts will continue to go to the vacationing tech’s inbox without him or her knowing about them. And in all likelihood, you won’t find out about this problem until it’s too late, i.e. when downtime, outages and other critical incidents start to affect your company and its key stakeholders.

Now, imagine what it would be like if you use a “smart” incident management system that integrates seamlessly with your scheduling system and automatically updates the on-call rotation schedule. This system would ensure incident management team members can change their “availability schedule” in one system and have it picked up automatically in your on-call scheduling system. It would even work with you on your schedules to ensure all critical notifications are addressed – without exception.

An effective alert management and escalation system works in conjunction with a wide range of scheduling systems. It has smart functions like a “cover feature” that ensures alerts are routed properly based on each incident management team member’s availability. This ultimately could prove to be the difference between an MSP’s on-call support techs resolving an issue within 5 minutes or 55 minutes.

When you’re an MSP with expectations of a very high level of uptime, even a single incident can end up costing you tremendously. Thanks to an effective incident management system, however, you can manage risk like never before. This system helps you track alerts and ensure available incident management team members receive the right notifications every time. As a result, your company can use the system to minimize the risk of downtime, outages and other costly, time-consuming incidents.

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