Client Overview:
Planet Convergence supported a large System Integrator delivering a managed support services program for a leading Managed Service Provider (MSP) serving more than 50 enterprise end customers. The engagement focused on providing 24×7 infrastructure, network, security, collaboration, and virtualization support, with a strong emphasis on handling critical Priority-1 incidents during US off-business hours. The scope included continuous monitoring, rapid escalation, and on-call engineering support across complex multi-vendor environments, ensuring high availability, operational stability, and minimal business disruption for the MSP and its end customers.
The Challenges
- 24/7 Critical Support Needs: High-impact incidents frequently occurred during weekends and off-business hours, requiring immediate response.
- P1 Incident Management: Priority 1 tickets posed significant risk to customer operations and demanded rapid escalation and resolution.
- Continuous Monitoring: Proactive monitoring was essential to identify issues before they impacted business services.
- Efficient Escalation: Clear escalation paths were required to ensure swift handoff to the right on-call engineers.
- Multi-Technology Environment: Supporting diverse customer environments across networking, security, collaboration, and virtualization added operational complexity.
Solution Delivered
Planet Convergence delivered a comprehensive managed support model tailored to off-hours and weekend operations:
- Dedicated Support Team: Provided 20–25 L1 & L2 infrastructure engineers to support the system integrator’s operations.
- 24/7 Monitoring & Ticketing: Continuous monitoring of network, collaboration, and infrastructure systems with automatic generation of Priority 1 (P1) tickets during US off-business hours.
- Rapid Escalation & Response: P1 incidents were immediately escalated to designated on-call engineers, ensuring minimal downtime and faster recovery.
- Network & Security Support: Hands-on support for routers, switches, firewalls, and access points, including, ISP circuit failures and network outages, Firewall upgrades and SSL renewals, IPsec tunnel configuration, SNMP monitoring and device onboarding, Wi-Fi and connectivity troubleshooting.
- Collaboration & Voice Support: Resolution of P1–P4 issues related to Call quality and connectivity, Voicemail and phone system functionality, Cisco UCCX and Microsoft Teams environments.
- Virtualization Services: Implementation and ongoing support for VMware environments, including vSphere, vCenter, ESXi, virtual networking, storage configuration, and resource optimization.
Results & Benefits
- Operational Continuity: Critical incidents were resolved quickly, minimizing downtime and business impact for end customers.
- Improved Service Reliability: Proactive monitoring and structured escalation ensured system stability and consistent performance.
- Cost Efficiency: The system integrator delivered services within the estimated budget while scaling support across multiple customers.
- Enhanced Customer Satisfaction: Faster response times and dependable weekend coverage strengthened trust with end customers.
- Scalable Support Model: A flexible support framework capable of handling growing customer environments and workloads.