N-able technologies, the RMM and MSP company, has formed an alliance with Live Virtual Help Desk, a company dedicated to delivering help desk technologies that integrate with MSP’s existing network operation centers (NOCs). N-able’s moves are part of an ongoing effort to “dramatically increase efficiency” of its service provider community while delivering the tools providers “don’t have the time or internal expertise to offer.”
Aa such, N-able’s work with Live Virtual Help Desk will target busy MSPs that need to maintain their customers, which includes the SMB and SME. But instead of a managed help desk offering that lives on-premise, the platform is hosted by Live Virtual Help Desk, allowing a provider to quickly link to customers and automatically keep tabs on all customer requests. In an example given, Live Virtual Help Desk can automatically detect when a server goes down, and via the NOC integration, an MSP can be automatically be alerted, allowing a technician to fix the problem at hand without anyone needing to call for support — unless requested.
In a prepared statement, N-able COO, JP Jauvin, sees the relationship as a boost to the provider portfolio, but also believes the alliance to be strategic and symbiotic. “Live Virtual Help Desk has significant experience with our N-central platform, which means they can support managed services activities as well as provide direct support for the deployment and ongoing administration of the N-central environment.”
With remote management and high-level service level agreements frequently bogging up provider productivity, N-able hopes that Live Virtual Help Desk will be a no-brainer for its burgeoning community. However, there is an interesting proviso: N-able is asking its interested partners to reach out via a phone call to discuss integration with Live Virtual Help Desk. As such, N-able partners should check in here.
Partners keen on NOC help desk integration, but not involved with N-able may still want a deep-dive on Live Virtual Help Desk here. In addition, Live Virtual Help Desk boasts a range technology partners outside N-able, which may be helpful for solution providers entrenched in a different channel but still need this style of service.
Leave a Reply