OnPage https://www.onpage.com Fri, 24 Mar 2017 20:01:52 +0000 en-US hourly 1 https://wordpress.org/?v=4.7.3 How to enhance monitoring tools through critical alerting https://www.onpage.com/monitoring-tools-monitoring-alerting-tools/ Fri, 24 Mar 2017 17:18:36 +0000 https://www.onpage.com/?p=28820 IT professionals rely on monitoring tools to let them know about events such as serious outages, downed servers or viruses. Monitoring tools are designed to send emails through standard protocols when any of these serious events occur in the infrastructure. However, when you can learn about incidents through monitoring tools, there is very little you … Continued

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monitoring tools

IT professionals rely on monitoring tools to let them know about events such as serious outages, downed servers or viruses. Monitoring tools are designed to send emails through standard protocols when any of these serious events occur in the infrastructure.

However, when you can learn about incidents through monitoring tools, there is very little you can do to better manage the incident workflow. Moreover, if you receive alerts to a critical event via email, you can easily misjudge the email’s importance or not see the email altogether.

The following white paper details five methods for improving your monitoring workflow through critical alerting. Critical alerting ensures your monitoring tools are no longer just a cloud-based ticketing system.

This white paper- How to enhance monitoring tools through critical alerting details:

  • 5 methods to transform incident management through critical alerting
  • Transforming monitoring tool notifications to intelligent alerts
  • Critical alerting to-dos and what not-to-dos
  • Alert automation and priority alerting


Click here to download 

 

OnPage the best companion for monitoring tools

OnPage integrates with popular email platforms such as Outlook and Gmail and with numerous enterprise monitoring tools and systems such as Slack, Nagios, LabTech through Connectwise and SolarWinds. Plus any system that sends off an email notification can be integrated with OnPage. These integrations allow your NOC and development teams to immediately receive and then respond to critical incidents.

OnPage provides persistent, secure round-trip messaging and alerts to your smartphone. In using dashboards and integrations, you get instant visibility and feedback on alerts. As part of your ITSM, you can track delivery, ticket status, receipt and even responses.

As a result, you will improve MTTR and better manage your clients’ ecosystem by decreasing interruptions. As an organization, you will improve responsiveness to SLAs and lower your and your clients’ costs.

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Pager security in healthcare https://www.onpage.com/pager-security-in-healthcare/ Wed, 22 Mar 2017 14:21:25 +0000 https://www.onpage.com/?p=28703 The threats posed by unencrypted pagers We recently had a chance to interview Adam Greene, a lawyer in Washington D.C. with the firm Davis Wright Tremaine LLP. One of Adam’s most intriguing cases occurred in 2014 with a hospital client. This hospital’s doctors and staff used pagers to routinely communicate about a patient’s status or … Continued

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The threats posed by unencrypted pagers

We recently had a chance to interview Adam Greene, a lawyer in Washington D.C. with the firm Davis Wright Tremaine LLP. One of Adam’s most intriguing cases occurred in 2014 with a hospital client. This hospital’s doctors and staff used pagers to routinely communicate about a patient’s status or immediate needs. This type of communication is quite routine. However, unbeknownst to the hospital, the sensitive information employees exchanged on pagers was monitored and recorded by individuals outside of the hospital.

The paging landscape

Pagers are a dying breed outside of the hospital. However, pagers are still very much alive in medicine. Approximately 90 percent of hospitals still use pagers and on average spend around $180,000 per year on maintaining and updating them. Hospitals continue to alert, message and communicate with doctors by using pagers because administrators find it difficult to replace legacy technologies.

Yet the risks of pagers are underappreciated as technology has escalated faster than the pace of pager development. Pager security in healthcare was designed long before cybercrime and hacking became issues. Due to the lack of encryption or authentication in paging systems, it’s near impossible to verify messages and thwart spoofing attempts.

HIPAA compliant messaging

Hospitals need to consider secure messaging as part of their overall HIPAA compliant strategy. While using a pager is not a HIPAA violation per se, the information exchanged on pagers has to be extremely circumspect and non-descriptive to ensure compliance.

For example, doctors could exchange simple information such as a phone number they should call or the need for cleaned sheets in a hospital room. However, any information that describes something specific about the patient’s condition such as:

The patient in room 2 is HIV positive

could not be exchanged as it represents too high of a risk if the information were intercepted. Even knowing this information though seems to have little impact on doctor behavior as doctors are focused on treating patients. They are not focused on the security of the messages they exchange.

Read our white paper to learn more about pager security in healthcare and how this hospital had its pagers hacked and patient information exposed.

In this White Paper we explore:

  • Why healthcare stays with pagers
  • The HIPAA risk of using pagers
  • The impact of a hacked pager

Download white paper here

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How to Enhance ConnectWise Ticketing through Critical Alerting https://www.onpage.com/enhance-connectwise-ticketing-through-critical-alerting/ Wed, 22 Mar 2017 14:10:17 +0000 https://www.onpage.com/?p=28696 For MSPs, ConnectWise ticketing  enables MSPs to keep track of changes in ongoing incidents. MSPs leverage tools like ConnectWise to set a wide range of conditions that allows them to closely monitor their clients’ infrastructure. While you can catalog an incident by creating a ticket through ConnectWise, there is very little you can do to better … Continued

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For MSPs, ConnectWise ticketing  enables MSPs to keep track of changes in ongoing incidents. MSPs leverage tools like ConnectWise to set a wide range of conditions that allows them to closely monitor their clients’ infrastructure.

While you can catalog an incident by creating a ticket through ConnectWise, there is very little you can do to better manage the incident by simply using tickets. Furthermore, with current ConnectWise workflows, you are only able to receive a text or email when a ticket is created. This limitation inhibits a virtuous workflow.

The following white paper details five methods for enhancing your ConnectWise ticketing workflow through critical alerting. Critical alerting allows ConnectWise users to no longer use the cloud-based system as just a ticketing system.

Download the White Paper here

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OnPage + ConnectWise: Turning MSPs into superheroes! https://www.onpage.com/onpage-connectwise-turning-msps-into-superheroes/ Mon, 20 Mar 2017 20:49:34 +0000 https://www.onpage.com/?p=28634 A recent TechTarget article on MSPs noted that: “How efficiently MSPs are able to automate is one of the single biggest indicators of long-term success.” For MSPs who work with ConnectWise and OnPage, this realization comes as no surprise. OnPage has worked with ConnectWise for several years at this point. In conjunction, our tool sets … Continued

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A recent TechTarget article on MSPs noted that:

“How efficiently MSPs are able to automate is one of the single biggest indicators of long-term success.”

For MSPs who work with ConnectWise and OnPage, this realization comes as no surprise.

OnPage has worked with ConnectWise for several years at this point. In conjunction, our tool sets have created automated solutions for MSPs that enable them to solve a number of their burning issues. ConnectWise enables the creation and monitoring of tickets from numerous platforms. OnPage, in turn, provides the platform for them to create alerts that feedback into ConnectWise tickets.

The importance of automation

Indeed, automation is key to MSPs being able to do their job effectively. OnPage integration with the ConectWise tool is a key part of automating alerts as well as enabling:

  • Direct alerts from monitoring tools to the engineer on call
  • Effective handling of after-hours alerting by NOC teams
  • Staying on top of alerts all together

Without these abilities, MSPs aren’t nearly as effective.

Becoming a superhero

By using ConnectWise’s robust ticketing system along with OnPage, MSP customers have been able to bring automation to their businesses, improve response times and better manage SLAs. They have also been able to enhance their image as MSP superheroes.

Luckily, becoming an MSP superhero as a feasible task.

Automation within ConnectWise

ConnectWise and their customers need to ensure all critical alerts not only reach the right person at the right time, but are also acted upon in a timely manner

For the month of March OnPage is featured on the ConnectWise Marketplace. You can read some of our case studies and watch a video that OnPage has put together. To celebrate our month on the Marketplace, we want to give all MSPs a chance to try our product and a 15% discount when they decide to purchase! See us on the ConnectWise marketplace

Let us know if you have any questions or if there’s any way we can help. 

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CHECKLIST: 5 Ways To Slash Response Times https://www.onpage.com/checklist-5-ways-to-slash-response-times/ Thu, 16 Mar 2017 16:02:39 +0000 https://www.onpage.com/?p=28571 In the IT world, if a server can fail, a cache overload or traffic overload the network – it will. And the consequences are significant. Many organizations face database, hardware, and software downtime, lasting short periods to shutting down the business for days. According to a January 2016 article in Network Computing on the high … Continued

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In the IT world, if a server can fail, a cache overload or traffic overload the network – it will. And the consequences are significant.

Many organizations face database, hardware, and software downtime, lasting short periods to shutting down the business for days. According to a January 2016 article in Network Computing on the high price of IT downtime, organizations face:

“An average of five downtime events each month, with each downtime event being expensive indeed: from $1 million a year for a typical midsize company to more than $60 million for a large enterprise.”

With these significant costs in mind, we put together a checklist for MSPs to slash response times!

Download the checklist here!

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Which MSP Best Practices do you follow? https://www.onpage.com/which-msp-best-practices-do-you-follow/ Tue, 14 Mar 2017 20:47:40 +0000 https://www.onpage.com/?p=28509 MSP Best Practices to add to your offerings When you look in from the outside, it might appear that all MSPs are the same. And, indeed, much of what one MSP offers is rather similar to that which is offered by a competitor. As such, strong relationships between your MSP and client are very important … Continued

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msp best practices

MSP Best Practices to add to your offerings

When you look in from the outside, it might appear that all MSPs are the same. And, indeed, much of what one MSP offers is rather similar to that which is offered by a competitor. As such, strong relationships between your MSP and client are very important to ensure that your offerings don’t seem just like the next guy’s.

But is that where the good advice ends?  To be successful, do MSPs just need to build strong relationships? Are there any other best practices of  successful MSPs worth emulating?

As is the case with much of success, the devil is in the details. How do you demonstrate to clients that they are going to get a great value out of hiring you? Part of the answer lies in frequent and direct communication around the following practices:

Practice 1: Identifying and responding to incidents on a 24/7 schedule
Our world is no longer increasingly 24/7. It is 24/7. So, when your client’s backups fail afterhours or servers are down at 2 am, there is an expectation that the MSP will be there to provide a solution. MSPs are supposed to understand how to provide the best solutions to their customers both during and after business hours.

Effective MSPs need to understand how to best identify and respond to their customers’ incidents. And while this doesn’t mean constant nightly after-hour calls, there are often several times during the calendar year when a client needs after-hours help.

Practice 2: Service Level Agreements (SLAs)
SLAs are the foundation of any good MSP business. They allow an MSP to build strong client relationships and establish standards in case something goes wrong.  Make sure that at a minimum, your SLA:

  • Clearly defines actions based on problem severity levels
  • Provides response and resolution time targets for low, medium and high severity levels
  • Indicates what should happen when a time target is missed
  • Ensures escalation of incidents to personnel with higher levels of expertise when necessary


Want 
to learn more about MSP best practices?

Download the whitepaper

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Seven Big Problems With Using Pagers in Healthcare https://www.onpage.com/seven-big-problems-with-using-pagers-in-healthcare/ Tue, 14 Mar 2017 20:17:27 +0000 https://www.onpage.com/?p=28497 Pagers present a huge problem for healthcare. But, it’s not only us who feel that way. Many leading healthcare institutions have come to us to complain about missing pages, inefficient internal communications were. and lack of encryption. Here are a few pager related findings that illustrate the problem: Pagers cost over $1.7 M per year in lost productivity1 Many … Continued

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Pagers present a huge problem for healthcare. But, it’s not only us who feel that way. Many leading healthcare institutions have come to us to complain about missing pages, inefficient internal communications were. and lack of encryption. Here are a few pager related findings that illustrate the problem:

  • Pagers cost over $1.7 M per year in lost productivity1
  • Many users prefer smart device platform over pagers 2
  • Pagers lack encryption2
  • Pagers are increasingly run on an aging infrastructure that is not being updated
Source 1 – Emory University study on pagers
Source 2 – Ponemon Institute on Economic Impact of Inefficient Communications in Healthcare

Pagers are not secure

Pagers rarely use encryption, leaving messages sent over the airways unprotected. Using software-defined radio (SDR) and an inexpensive USB dongle, unencrypted messages can easily be decoded.

A recent study did an analysis of the distribution of data types sent via pagers. The results are mapped out in the pie chart below.graph 1The study which spanned 4 months monitored 54,976,553 records of pages. They found out that 18,368,210 (33%) are alphanumeric and only 10% of the data was actually secured. This data distribution tells us that a lot of information can be gained from pagers which can be collected over time by hackers who specialize in collecting passive intelligence.

Inconsistent with demand

• Many users prefer to consolidate messages (emails, text messages, pages, etc) on one device
• Many users prefer smart device platforms over pagers
• A recent survey at Emory (graph 3: pictured below) showed that approximately 70% of users prefer pages on a cell phone / smart device, while only approximately 15% preferred pagers (remaining 15% chose other options).

graph 3

GRAPH 3: Study participant presences 

White Paper

Pagers are neither in vogue nor secure. We have detailed the various issues concerning pagers in our latest White Paper: Seven Big Problems With Using Pagers in Healthcare.

To learn more click here.

 

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Incident alert management for MSPs https://www.onpage.com/incident-alert-management-for-msps/ Thu, 09 Mar 2017 21:49:56 +0000 https://www.onpage.com/?p=28411 Please schedule a more convenient time for your IT breakdown Incidents that could hurt business never happen at a convenient time. So it makes sense for MSPs in charge of these businesses’ IT infrastructure to move alerting to their smartphones. MSPs may forget to eat breakfast or even sleep but chances are that they are … Continued

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Please schedule a more convenient time for your IT breakdown

Incidents that could hurt business never happen at a convenient time. So it makes sense for MSPs in charge of these businesses’ IT infrastructure to move alerting to their smartphones. MSPs may forget to eat breakfast or even sleep but chances are that they are glued to their smartphones. When this is the case, the best medium to deliver an alert becomes the smartphone.

Take a look at the following anatomy of an incident to see a moment in the life of an MSP and their smartphone.
anatomy of an incident First you have the incident itself; Someone’s pet monkey has broken into the server room and pulled out all the wires! Steps to follow?

  • Send a memo to employees, canceling bring-your-pet-to-work-day. They will probably read this message on their smartphone.
  • Inform your on-call team of the monkey business. Through your company’s automated alerting process that is integrated with your monitoring tools and sensors, an important notification will create an alert that is audible on the MSP’s smartphone.

Second, you mobilize your team. If you previously relied on an underpaid intern making calls to the on-call team, then you are doing it wrong. You need to assign team members into an escalation group with automated alerts

Third, you need to have a plan B in place if the first person your frantic intern calls is you. You are at an obnoxiously loud concert so you want to make sure there is a backup on-call engineer because you can’t hear the alerts. The reliable ones on your team (clearly, not you) get an alert because they are in the escalation group. The order in which MSPs are alerted can be adjusted along with the time between escalations. Make sure that if an incident is not acknowledged or resolved within a pre-determined amount of time, it will be escalated to the next person on-call.
In the event, a message is sent to an escalation group and does not reach anyone in the escalation group, make sure you have failover options.

Fourth, the alerts have been sent out and now your on-call team has several options available to them. They can send and receive messages which include images and voice attachments to enrich the alert message. These features can be used to describe the incident further. All of this is completely secure of course and works over cellular or wireless (Wi-Fi) coverage.

Fifth, take action. Now that the escalation has moved to the rest of your team members, they can collaborate to fix the incident by sending High and Low Priority messages. High Priority messages could be about how to solve the incident. Low Priority messages could be reserved for discussing how much they hate you. Your team can also acknowledge that they have fixed the issue using pre-defined reply options built into the app and tracked by our audit trail.

Sixth, it’s the day of reckoning. Every single thing you and your team did during the outage has been cataloged using Audit Trails Your ignoring the alert while posting concert pictures to Facebook was not a good idea. With the Audit Trail, your boss knows every alert that went out and who responded.

Imagine if this scenario was real. Wouldn’t you want to make sure you had technology on your side that was robust enough:

  • To handle on-call scheduling
  • To enable escalation of alerts
  • To enable communication among team members
  • To enable alert tracking through audit trails
  • To generate fail-over reports

You could try to search for this technology on your own or you could try OnPage.
Contact us for more information on how we can fix your monkey business.

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OnPage is featured on ConnectWise Marketplace https://www.onpage.com/onpage-connectwise-marketplace-msp-alerting-tool/ Wed, 08 Mar 2017 19:04:59 +0000 https://www.onpage.com/?p=28376   OnPage has worked with ConnectWise for several years at this point. In conjunction, our tool sets have created solutions for MSPs that enable them to solve a number of their burning issues. ConnectWise enables the creation and monitoring of tickets from numerous platforms. OnPage, in turn, provides the platform for them to create alerts … Continued

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OnPage has worked with ConnectWise for several years at this point. In conjunction, our tool sets have created solutions for MSPs that enable them to solve a number of their burning issues. ConnectWise enables the creation and monitoring of tickets from numerous platforms. OnPage, in turn, provides the platform for them to create alerts that feed back into ConnectWise tickets.

MSP pain points

Some of the biggest pain points for MSPs are:

  • Handling after-hours alerting by NOC teams
  • Missing alerts altogether
  • Monitoring tools not producing audible alerts
  • A lack of automated escalation

By using the OnPage in conjunction with ConnectWise, our MSP customers have been able to improve response times and better manage SLAs.

OnPage +ConnectWise solved all these problems and much more!

We know that ConnectWise and their customers need to ensure all critical alerts not only reach the right person at the right time but are also acted upon in a timely manner. The key is providing automatic, intelligent alerting that generates a complete audit trial, while at the same time doing it all seamlessly from within ConnectWise.

For the month of March, we are featured on the ConnectWise Marketplace. You can read some of our case studies and watch a video or two that our folks at OnPage have put together. To celebrate our month on the Marketplace, we want to give all MSPs a chance to try our product and a 15% discount when they decide to purchase! See us on the ConnectWise Marketplace.

Let us know if you have any questions or if there’s any way we can help.

 

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OnPage Ranks No. 1 for Mobile Healthcare Communications https://www.onpage.com/onpage-ranks-no-1-for-mobile-healthcare-communications/ Tue, 07 Mar 2017 16:12:31 +0000 https://www.onpage.com/?p=28336 At last month’s HIMSS17 conference in Orlando, Florida, OnPage Corporation received an award for the top-ranked Mobile Healthcare Communications platform. For the first time, OnPage Corporation has been named the top-ranked Mobile Healthcare Communications platform for the healthcare industry by Black Book Research. The award was given at the HIMSS17 Conference in Orlando, Florida in … Continued

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At last month’s HIMSS17 conference in Orlando, Florida, OnPage Corporation received an award for the top-ranked Mobile Healthcare Communications platform.

For the first time, OnPage Corporation has been named the top-ranked Mobile Healthcare Communications platform for the healthcare industry by Black Book Research. The award was given at the HIMSS17 Conference in Orlando, Florida in which OnPage was a participant. Black Book Research is an unbiased industry-leading source for polling, surveys and market research. OnPage was recognized for obtaining ‘Highest Client Satisfaction’ in its category.
Used by over 10,000 doctors, nurses, clinics and IT desks in healthcare, OnPage provides healthcare with a solid critical alerting and messaging platform that ensures messages are never lost. OnPage provides messaging and a pager in one solution, allowing for greater efficiency and revenue by improving communications among staff.
OnPage ranked first in multiple areas including reliability, support and customer care, breadth of offerings, varied client settings, and delivery excellence across all user types.

“Being a top-ranked mobile health communication application is particularly rewarding because it demonstrates OnPage’s ability to consistently meet and exceed the needs of healthcare practices in an ever-changing healthcare environment,” said CEO Judit Sharon. Sharon continued by adding that “OnPage is a powerful HIPAA compliant critical messaging and alert management system designed to help healthcare providers operate more efficiently and effectively.”

About OnPage

OnPage is a cloud-based, industry leading smartphone application for high-priority, real enterprise messaging. Used by numerous hospitals as well as IT providers, the OnPage application addresses the need for critical incident response management and secure, time-sensitive messages.

OnPage takes mobile communications to the next level with the latest all-in-one app features. The web-based on-call scheduling tool enables enterprise users to plan ahead and route prioritized messages to the right person, at the right time, every time.

Thousands of healthcare providers, doctors, field engineers, law enforcement, nurses, emergency responders and disaster recovery teams depend on OnPage for rock solid reliability every day.

About Black Book™

Black Book Market Research LLC, provides healthcare IT users, media, investors, analysts, quality minded vendors, and prospective software system buyers, pharmaceutical manufacturers, and other interested sectors of the clinical technology industry with comprehensive comparison data of the industry’s top respected and competitively performing technology vendors. The largest user opinion poll of its kind in healthcare IT, Black Book™ collects over 540,000 viewpoints on information technology and outsourced services vendor performance annually.

To learn more about OnPage…

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