Investment in Incident Management platforms is on the rise among leading MSPs, to facilitate seamless service delivery and enhance customer experience. Such a platform streamlines Incident Response, improves service reliability, and enhances communication among teams. It helps MSPs in reducing Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) incidents, thereby minimizing downtime and service disruptions.
In this blog, we’ll cover what are MSP’s, what services they manage, and how they can handle multiple clients by using Squadcast.
Managed Service providers (MSPs) are trusted partners that provide a comprehensive suite of IT services, including IT infrastructure management, Network security, Cloud computing, Data backup and disaster recovery, help desk and technical support. Businesses can gain access to a team of experienced IT professionals by outsourcing their IT needs to an MSP.
Managed service providers (MSPs) can be a valuable asset to businesses of all sizes, providing a wide range of IT services. Let’s see who can benefit from them:
NOCs are the heart of network management, responsible for monitoring, maintenance, and performance optimization. MSPs offer NOC services, handling network monitoring, issue resolution, and performance enhancements. Clients benefit from expert network management while focusing on their core business.
MSPs can extend services to Security Operations Centers (SOCs), addressing security threats. SOC services cover threat detection, Incident Response, and vulnerability management, ensuring client data and systems remain secure.
MSPs take charge of software and application management, including installation, configuration, maintenance, troubleshooting, and license management. Clients enjoy a well-maintained software environment with minimal effort.
BCDR services ensure client resilience against disruptions. MSPs design and implement BCDR strategies, encompassing data backup, disaster recovery planning, and continuity testing.
MSPs efficiently manage third-party services and vendors, optimizing contracts and service performance. This includes cloud services, telecommunications, and equipment vendors.
MSPs provide clients with regular network health reports, including performance metrics, security insights, and improvement recommendations.
To ensure seamless delivery of these services, having a robust Incident Management and Response platform is essential. Let’s explore how Squadcast as a reliability workflow platform can significantly benefit MSPs in streamlining their operations and enhancing client satisfaction.
Squadcast handles the way MSPs handle and resolve incidents across their client base. Here’s how:
Squadcast addresses the challenging needs of MSPs through its comprehensive feature set. In addition to enabling the prompt detection of critical incidents with notification management and global team coordination via round-robin escalation, there are several features tailor-made for MSPs.
Teams in Squadcast allow organizations to represent their internal operational structure effectively. This feature enables companies to manage and address issues within their distinct operational units, whether divided by technical specializations, activities, services, geography, or a combination of these factors.
By creating separate Teams for each client, MSPs ensure that their data remains isolated and incidents are handled independently. Team members can be added or removed easily too. Each Team can have its own
Additionally, they can have role based access control over different team members giving them limited abilities of configuration or add them just as an observer.
The hierarchy can be further divided into Squads to represent distinct teams or sub-organizations within the main account. This prevents the need for maintaining multiple accounts, streamlining management and collaboration. MSPs can align their Squads with different customer segments, or assign each customer to a specific Squad based on the history of alerts and past incidents.
Squadcast webforms offer organizations the capability to create and publish web-based forms that are accessible to both customers (or external stakeholders) and internal stakeholders for reporting incidents. When managing multiple clients, MSPs may occasionally overlook incidents or not receive immediate alerts regarding them. In such scenarios, MSPs have the option to host public webforms or create dedicated webforms for each client.
Individuals from the MSP's client list who identify an issue can conveniently complete the webform, which will trigger the automatic escalation of the issue to the responsible personnel. This streamlines the process, eliminating the need for clients to contact the customer support team and subsequently identify the most suitable person for issue resolution.
Webforms are also highly adaptable, enabling MSP’s to tailor them to their branding with company logos and additional input fields for detailed issue descriptions. Hence, giving MSP’s the ability to gather crucial contextual information from customers. By including specific fields in the webform, such as severity, priority, service affected, and description, MSPs can gain a deeper understanding of the reported issues. The submitted form creates an incident in Squadcast, which then follows the established escalation policy, ensuring swift routing to the subject matter expert.
Moreover, webforms establish a direct line of communication via email for clients, keeping them informed about incident status.
Reporting method via webform streamlines issue resolution, minimizes disruption to engineers' & On-Call members workflow, and offers a controlled and spam-free way for clients to communicate their concerns.
MSPs can leverage Stakeholder licenses in Squadcast to provide their clients with access to the Squadcast platform without having to purchase their own licenses. This can be a valuable way for MSPs to differentiate themselves from their competitors and provide their clients with additional value.
There are two stakeholders in Squadcast, namely internal stakeholders and external stakeholders. The internal stakeholders are the individuals from the MSP itself. They could be the CTO, CEO, etc. The external stakeholders are the multiple clients that MSPs are handling.
For Internal Stakeholders MSPs can:
For External Stakeholders, they can:
The Stakeholders feature is universally accessible across all plans, offering read-only access to all incidents generated in Squadcast. As a result, Stakeholders do not receive default notifications for any of the incidents initiated in Squadcast.
Squadcast provides the option of acquiring unlimited Stakeholder licenses at a cost of $21. For more information check Squadcast pricing details.
Through prompt stakeholder notifications, MSPs can furnish their clients with critical information, enabling them to make well-informed decisions concerning their managed services.
Squadcast can help MSPs to manage their downtime and outages by providing them with a centralized view of all of their incidents, timely stakeholder notifications, multi-tenant support and customizable webforms with the ability to communicate with clients about the incident status.
Organizations often depend on MSPs, who can, in turn, trust Squadcast for efficient incident response and management across multiple clients. To witness the tangible benefits, check out this case study about Resolve Technology. They improved their MTTA and MTTR by 30% by leveraging Squadcast's Automatic Escalation Policies, Postmortem, and Status Page features to enhance their Incident Response process.
Squadcast is a Reliability Workflow platform that integrates On-Call alerting and Incident Management along with SRE workflows in one offering. Designed for a zero-friction setup, ease of use and clean UI, it helps developers, SREs and On-Call teams proactively respond to outages and create a culture of learning and continuous improvement.