The relationship between an IT organization and its Managed Service Provider (MSP) is critical to efficient IT. Instant Access, an Australian supplier of aluminium scaffolding and elevated working platforms, works closely with MSP CustomTec on network support. The solution to many of Instant Access’ problems is Kaseya VSA, remote monitoring and management (RMM) that keeps end points running properly and securely.
This task is all the more difficult because Instant Access has 100 professionals that operate in New Zealand and Australia. Managing all these end points is tricky as they are spread across 10 offices. Not only do these end user end points need to kept running, they also need to support constant connectivity.
“We need to be able to communicate with all of our people all the time, no matter where and when,” said Kirk Tabb, IT Project Manager at Instant Access. “Kaseya’s remote monitoring and management tools give us the ability to quickly connect and support end users if they have an issue, allowing us to deliver a great customer support experience. We use Kaseya to manage and maintain our entire fleet of endpoints – mobile devices, laptops and workstations – and our server farm.”
Handling all this work with an internal staff is a tough task. That’s where CustomTec comes in. This MSP is fully versed on Kaseya VSA, has trouble shooting down pat, and through the use of VSA’s IT automation, is highly efficient able to easily handle a large number of end points.
Instant Access knows this well as it used to go it alone. “We used to spend hours or even days fixing problems. As we grew, our system became more complex and we were demanding more and more from our internal team. At one stage we thought of employing extra IT staff, but we soon realised it made sense to find a specialist organisation to support us,” Tabb said. “That’s when we engaged CustomTec. My time is better spent analysing and developing our IT, and giving management more information about where the business is going.”
VSA also makes a big difference. “One big advantage to Kaseya is that onboarding new users and machines is simple and fast. We use Kaseya’s built-in discovery to detect new devices on the network. When we get a new user, I spend an hour with them to just jump on remote control, talk them through how the software works, and point them in the right direction. It’s that simple.”
The MSP Advantages
We’ve talked about what VSA means for Instant Access as an end user organization. But why is VSA important for CustomTec as an MSP? According to CustomTec managing director Damian Higgins, Instant Access uses a number of Kaseya’s add-on modules to deliver security and backup capabilities. “These features complement the built-in functionality, where Kaseya has been a leader for a long time,” Higgins said. “The core capabilities include asset management, patching and comprehensive monitoring. Kaseya VSA enables us to employ an extensive library of agent procedures and scripts that allow a proactive IT service. We’ve developed many scripts over the years to allow a tailored approach to supporting Instant Access.”
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