OnPage Ensures Advanced Network Products’ Alerts Are Heard

Incident Management Gets a Voice

By using OnPage’s cloud-based, virtual paging app in conjunction with ConnectWise, Pennsylvania-based MSP Advanced Network Products (ANP) has been able to dramatically improve its response time to critical IT alerts and better manage SLAs. ANP’s biggest pain point prior to OnPage was hand-offs of after-hours alerting by the NOC team. OnPage’s technology has provided the solution by providing enhanced internal alerting to its IT on-call policy.

NOC team oversight means less burden for IT on-call engineers

In writing our  case study on Advanced Network Products, we talked to the company’s Mike Silverman to learn how our technology has enabled the company to solve its pain point. According to Mike, prior to using OnPage, it was challenging to “quality control” the overnight NOC team. As such, ConnectWise tickets that needed to be escalated to the on-call engineers weren’t. With OnPage, oversight and managed escalation are enabled.

Where email fails, critical alerting succeeds

Previously, all after-hours alerts at ANP came through ConnectWise and email. In using OnPage, ANP has enabled audible alerts and predictable internal escalations for all after-hours client tickets and monitoring tools alerts. According to Mike:

Conclusion

Incident alerting through OnPage has enabled the necessary oversight that the NOC team needed and ensured a more predictable customer experience. These results have provided the strength the company needs to continue to grow ANP’s business.

Read the case study to learn more