Leap Consulting gets the jump

“You need to set when exactly you would receive alerts,” Bhana explains. “When we first started we were getting phone calls at two in the morning. That’s fine if you’re working for, say, a hospital but most professional services people don’t want to be called in the middle of the night. This is what we needed to set right.”

Now, the managers or owners of Leap’s clients are often arriving to open the doors for the day only to find that an engineer is waiting for them to fix a problem even they aren’t yet aware of.

“Instead now a notification is generated so that the IT guy will be there when he’s opening the doors on Monday.”

A small business customer of Leap’s recently had a Dell server bite the dust over the weekend. Kaseya notified Leap who immediately contacted Dell to be told that the server was still under warranty. “Dell dispatched an engineer that morning to replace the server just as the client was opening the office. There was no downtime and the client didn’t even know. We even went a further step to email the client and notify them that Dell was on the way.”

Bhana explains that previously he would need to have staff monitoring all the alerts as they came in. “It was very low level work.” Not only that, there was a high number of false alerts.

In 2008 Leap joined a number of other companies beta testing Kaseya’s 24/7 product, named Virtual Monitoring which allowed service providers to make very specific settings.

“The big thing for us was filtering false alarms; the number of false alarms we used to get was massive. This [going with Kaseya] was a huge saving.”

Kaseya IT Services team currently provides L1 and L2 services (virtual monitoring and virtual management) to 1046 servers and workstations in APAC – that’s the second highest uptake after North America worldwide.

Kaseya IT Services operates behind the scenes with no direct contact to the managed service provider’s end customer. While Kaseya's support team delivers the 24/7 support, the MSPs retain full control over usage, data collection, and end customer interaction.

Further bolstering the suite, early last year Kaseya launched its Virtual Engineer product which allows service providers to deliver even more responsive 24/7 monitoring and resolution of IT issues, including better management of escalation, patch management, backup and security.