Incident Management for Managed Service Providers
Managed Service Providers
Managed service providers (MSPs) are organizations, providing exceptional IT support from remote locations. Managed IT services are designed to address a client’s infrastructure operations. MSPs aim to meet service-level agreements (SLAs), while achieving maximum client satisfaction.
OnPage enhances MSP workflows, guaranteeing that client issues are addressed promptly. Through powerful ticketing integrations, MSPs convert intelligent tickets into high-priority alerting. This way, MSPs obtain detailed, immediate mobile alerts for time-sensitive client issues, every time.
Fast Track Your Way to Growth
Streamline Operations
Reduce downtime, cut internal costs to get greater value from current resources.
Grow Your Business
Provide new value added services and gain new revenue streams.
Keep Your Team Motivated
Set up balanced on-call schedules with prioritized alerts, to reduce on-call fatigue.
Get More Value From PSA/Ticketing Platforms
ConnectWise Manage Integration
With OnPage’s integration, MSP teams can preconfigure criteria for sending out critical alerts within ConnectWise Manage to make sure the alert management process is followed consistently and alerts are never missed.
ServiceNow Integration
The OnPage integration, native to ServiceNow, takes advantage of the power of the ServiceNow platform to deliver intelligent, automated alerts to the right person, at the right time.
Datto Autotask Integration
MSPs can initiate and manage alerts from Autotask, ensuring that alerts are automatically sent to the person on-call based on customizable criteria. This level of automation and integration speeds up response to critical incidents and reduces manual errors.
Only OnPage Has Alert-Until-Read Reliability
Persistent Alerts
Alert on-call staff on their smartphones with a loud, persistent alarm that can’t be ignored. How loud? Check out this video and hear it for yourself. Furthermore, all high-priority alerts can bypass the silent switch on all devices.
Escalation & Redundancies
Escalate alerts to the next group or person if a team member is not available. Enable redundancies to phone, SMS and email.
Feature Overview
Escalation Manager
Set escalation policies that match your workflow. Send alerts from ConnectWise, Autotask or other ticketing systems, or use OnPage’s dashboard.
Alerting
The alert is a persistent ringtone that goes on for eight hours until the alert message is acknowledged. High-priority alerts can override the silent switch on all devices.
Post-Mortem Reporting
Review alert volume, staff performance and workloads. Use these insights and audit trails for post-mortem meetings.
Live Call Routing
Streamline after-hours communication, allowing customers to leave a callback number and/or voicemail.
Unmatched 24×7 OnPage Support
OnPage offers 24×7 support for all IT clients, ensuring that system administrators and on-call engineers receive quality support services at any time. Users always receive immediate answers from a friendly and knowledgeable OnPage support staff.
Case Study
With OnPage + Autotask, Lehigh Valley Technology Company improves customer service by speeding up incident response by 300% and eliminating missed alerts.
Case Study
“By using the OnPage alerting system integrated with ConnectWise Manage we’ve reduced alert errors to zero and cut our monthly costs by 75%. OnPage has helped us grow our managed service business significantly with little increase in direct labor.”
– Craig Isaacs, Cygnus Systems, Inc.
