Case Studies Continuum Empowers Server Sentry to Offer Australia’s Only Live 24x7 IT Help Desk

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	Continuum Empowers Server Sentry to Offer Australia’s Only Live 24x7 IT Help Desk

Continuum Empowers Server Sentry to Offer Australia’s Only Live 24x7 IT Help Desk

Technology Category	Application Infrastructure & Middleware - API Integration & Management Platform as a Service (PaaS) - Connectivity Platforms Platform as a Service (PaaS) - Device Management Platforms
Applicable Industries	Professional Service Software
Applicable Functions	Business Operation Field Services
Use Cases	Remote Asset Management Remote Control
Services	Software Design & Engineering Services System Integration Training
Challenge	Server Sentry faced a significant challenge in differentiating itself in the maturing Australian MSP market. With only two or three engineers on staff, the company struggled to provide adequate 24x7 services to its customers. The high cost of hiring additional engineers in Australia further complicated the situation. Server Sentry needed a solution that could offer round-the-clock support, specialized expertise, and full problem resolution without requiring a substantial increase in in-house technical staff. Read More
About Customer	Server Sentry is a specialized IT support service provider based in Melbourne, Australia. For over a decade, the company has been offering a range of services including data protection, web hosting, network monitoring and management, and technical support to business owners and IT managers across Australia. As the company has grown, it has increasingly relied on its partnership with Continuum to provide comprehensive IT support. Server Sentry is distinguished as Australia's only managed services provider offering a live 24x7 IT help desk service, thanks to its collaboration with Continuum. Read More
Solution	Server Sentry partnered with Continuum to leverage its fully-integrated Remote Monitoring and Management (RMM) platform, Network Operations Center (NOC), and U.S.-based Help Desk. Continuum's RMM platform is an intelligent alerting system supported by over 650 technicians at the NOC, who monitor network and device health and resolve up to 90% of routine tickets. This allows Server Sentry's in-house staff to focus on client relationships and business growth. Additionally, Continuum's Help Desk provides direct end-user support for desktop-related issues, operating as a white-labeled service that answers calls as Server Sentry. This setup has enabled Server Sentry to offer 24x7 support without the need for additional in-house staff. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Platform as a Service (PaaS) - Connectivity Platforms

Platform as a Service (PaaS) - Device Management Platforms

Applicable Industries

Professional Service

Software

Applicable Functions

Business Operation

Field Services

Use Cases

Remote Asset Management

Remote Control

Services

Software Design & Engineering Services

System Integration

Training

Challenge

Server Sentry faced a significant challenge in differentiating itself in the maturing Australian MSP market. With only two or three engineers on staff, the company struggled to provide adequate 24x7 services to its customers. The high cost of hiring additional engineers in Australia further complicated the situation. Server Sentry needed a solution that could offer round-the-clock support, specialized expertise, and full problem resolution without requiring a substantial increase in in-house technical staff.

About Customer

Server Sentry is a specialized IT support service provider based in Melbourne, Australia. For over a decade, the company has been offering a range of services including data protection, web hosting, network monitoring and management, and technical support to business owners and IT managers across Australia. As the company has grown, it has increasingly relied on its partnership with Continuum to provide comprehensive IT support. Server Sentry is distinguished as Australia's only managed services provider offering a live 24x7 IT help desk service, thanks to its collaboration with Continuum.

Solution

Server Sentry partnered with Continuum to leverage its fully-integrated Remote Monitoring and Management (RMM) platform, Network Operations Center (NOC), and U.S.-based Help Desk. Continuum's RMM platform is an intelligent alerting system supported by over 650 technicians at the NOC, who monitor network and device health and resolve up to 90% of routine tickets. This allows Server Sentry's in-house staff to focus on client relationships and business growth. Additionally, Continuum's Help Desk provides direct end-user support for desktop-related issues, operating as a white-labeled service that answers calls as Server Sentry. This setup has enabled Server Sentry to offer 24x7 support without the need for additional in-house staff.

Impact #1	Server Sentry's technicians are now able to focus on more strategic initiatives rather than repetitive tasks, thanks to the support from Continuum's NOC.
Impact #2	The partnership with Continuum has allowed Server Sentry to offer a 10-point guarantee to potential customers, which includes response times and other service metrics.
Impact #3	Continuum's Help Desk has received a 90% approval rating from Server Sentry's largest client, demonstrating high customer satisfaction.

Impact #1

Server Sentry's technicians are now able to focus on more strategic initiatives rather than repetitive tasks, thanks to the support from Continuum's NOC.

Impact #2

The partnership with Continuum has allowed Server Sentry to offer a 10-point guarantee to potential customers, which includes response times and other service metrics.

Impact #3

Continuum's Help Desk has received a 90% approval rating from Server Sentry's largest client, demonstrating high customer satisfaction.

Benefit #1	Server Sentry would need at least four additional engineers to replicate the services provided by Continuum's Help Desk.
Benefit #2	The cost of hiring additional engineers would likely triple or quadruple Server Sentry's expenses.

Benefit #1

Server Sentry would need at least four additional engineers to replicate the services provided by Continuum's Help Desk.

Benefit #2

The cost of hiring additional engineers would likely triple or quadruple Server Sentry's expenses.

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Overview

Continuum Empowers Server Sentry to Offer Australia’s Only Live 24x7 IT Help Desk

Operational Impact

Quantitative Benefit