A big pain point for MSPs is providing round-the-clock support to customers. But the solution doesn't have to be outsourcing the problem away in a one-sided deal, as a pair of MSPs from North Carolina and Australia have discovered.
Network Essentials owner Kyle Elworthy formed a friendship with Richard Hamilton last year at a Kaseya training seminar in Philadelphia. The owner of the Charlotte, N.C.-based MSP kept in touch with Hamilton, owner of React Solutions in Sydney, Australia, and the pair arranged to spend an extra day discussing business strategy after last month's Kaseya partner conference in Las Vegas.
Today, Elworthy and Hamilton are collaborating to provide 24x7 service support to their respective clients, with off-hour calls to Network Essentials being routed via VoIP to React Solutions' service desk and vice versa. Elworthy and Hamilton hope to have a beta program up by the end of July and have the full operation rolled out by the end of the year.
"Right now, we charge $300 an hour for after-hours services. That's 24x7 service, but the cost has a lot of teeth. So if we can find a way to provide that support cheaper and pass on the savings to our clients, that's something we want to do," Elworthy said.
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