Leap Consulting gets the jump

Kaseya’s core offering is Kaseya Master IT Service Provider Edition, which features everything from audit and discovery, remote control/support and patch management to systems monitoring, software deployment, help desk and trouble ticketing, and policy enforcement.

In 2009 Western Australia ended a three-year trial of daylight saving time, with a popular vote to consign the idea to history. “We had to change systems for all clients to roll back times so that their appointment would correspond,” recalls Leap Consulting’s operations director, Zaun Bhana.

In the past the company would have had to allocate an engineer to manually update each client, a time- consuming as well as unpleasant task especially since Leap has more than 60 clients in WA.

Using Kaseya Leap was instead able to create a script to go into each client’s systems and download a patch, all with the push of a button. “We saved a huge amount of time,” says Bhana. The same method is used to provide software installations, updates and patches.

But it was the realisation that more and more small businesses were demanding 24/7 support that set Leap on an interesting new course.

“What small business operators get especially frustrated with is they get to work on Monday and the system’s not working, meaning they have to go through all the hassle of contacting their external IT guy, and all the while every minute of downtime is costing them money,” Bhana explains.

But Leap knew it wouldn’t be viable for it to pay for staff to deliver on a promise of 24/7 support. That’s when they entered into an agreement with Kaseya whereby the software company would provide an outsourced service to Leap.

It’s an unusual arrangement, and one which initially presented challenges. “We had to ensure we aligned the services and the expectation of our clients so that what we get from Kaseya as a service matches what we deliver as a service,” Bhana recalls. “There was a lot of dialogue between our two companies at the start.”

For instance Leap was often going back to Kaseya to tweak settings, especially in terms of defining and prioritising the sort of information the company wanted and just as importantly, when and how that information was to be sent.