Overview
A well-established MSP in the USA was struggling to deliver true 24/7 IT support due to limited internal staff. To solve this, the MSP partnered with Noventiq ValuePoint and used white-label NOC services. This allowed them to provide round-the-clock monitoring and support without adding infrastructure or increasing overhead costs. As a result, the MSP improved service delivery, met SLAs consistently, and scaled its business more efficiently.
Challenges
The MSP operated mainly during business hours and lacked coverage outside 9 to 6. Off-hours support was difficult, leading to missed backups, delayed patching, and security gaps. Without continuous monitoring and skilled engineers available 24/7, staying competitive and scaling services became a challenge. High licensing and staffing costs added further pressure.
Solutions
Noventiq ValuePoint provided a fully managed 24/7 white-label NOC staffed with experienced engineers. The NOC worked as an extension of the MSP’s internal team and handled monitoring, alert management, patching, antivirus management, and remote troubleshooting. Detailed reports, real-time dashboards, and SLA tracking helped maintain transparency. All services were delivered without requiring additional tools or licensing investments.
Key Metrics
By outsourcing NOC operations, the MSP reduced operational costs while maintaining high service quality. Off-hours support was handled smoothly, helping the MSP meet business goals faster and more efficiently.
- 85% of requests closed by Remote and FCR
- 65% Cost saving on support services achieved by outsourcing
- 40% Savings on Licensing
Benefits
24/7 Service Availability & SLA Improvement
Continuous monitoring improved uptime across servers, networks, and systems, helping the MSP meet SLAs consistently.
Cost Savings
The MSP achieved up to 60% savings on support costs and around 40% savings on licensing, without hiring new staff.
Better Operational Efficiency
Most issues were resolved remotely and at first contact, reducing response times and improving overall service delivery.