Summary
This case study outlines how Dynamic Network Solutions (DNS), a managed service provider (MSP), enhanced its incident management processes using OnPage's alert management system. DNS operates in a competitive market where clients demand 24/7 support for various technologies, including hosted solutions and building systems. Previously, DNS struggled with a convoluted after-hours alerting system that delayed response times, often approaching the maximum SLA requirement of 60 minutes. By integrating OnPage with their existing ConnectWise system, DNS improved its service level agreements (SLAs) by nearly 90%, significantly reducing mean response times. The new workflow allows for immediate high-priority alerts to be sent to on-call engineers, with automatic escalation if the primary engineer is unavailable. This integration not only optimized monitoring and observability but also reduced resource expenditures by a third, enabling DNS to provide continuous monitoring and support to its clients.
