Download PDF
Continuum Empowers Server Sentry to Offer Australia’s Only Live 24x7 IT Help Desk
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Platform as a Service (PaaS) - Device Management Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
- Field Services
Use Cases
- Remote Asset Management
- Remote Control
Services
- System Integration
- Training
- Software Design & Engineering Services
The 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 The 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.
The 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.
Operational Impact
Quantitative Benefit
Related Case Studies.
Case Study
Factor-y S.r.l. – Establishes a cost-effective, security-rich development environment with SoftLayer technology
Factor-y S.r.l., a web portal developer, was faced with the challenge of migrating its development infrastructure to a reliable cloud services provider with highly responsive technical support. The company needed a solution that would not only provide a secure and reliable environment but also support its expansion by providing resources to create and deliver innovative offerings.
Case Study
UBM plc: Taking the pulse of the business and engaging employees with a far-reaching strategic transformation
UBM, a leading global events business, was undergoing a significant strategic transformation named 'Events First'. As part of this transformation, the company was preparing to complete the largest acquisition in its history - Advanstar, a US-based events and marketing services business valued at more than USD970m. The company faced the risk of human capital flight if it was unable to effectively engage top talent with the new strategic direction. UBM needed to make significant structural, process and systems changes, uniting its previously autonomous regional businesses. The challenge was to ensure all of its employees were engaged and aligned with the new future vision.
Case Study
Darwin Ecosystem: Accelerating discovery and insight through cutting-edge big data and cognitive technologies
Darwin Ecosystem was founded with a unique vision of harnessing chaos theory mathematics to uncover previously hidden connections in unstructured data. The company’s algorithms can look at all the data generated by any source (such as news, RSS feeds and Twitter), and analyze how a specific set of concepts within that data are evolving over time. This is particularly valuable in situations such as business and competitive intelligence, social research, brand monitoring, legal discovery, risk mitigation and even law enforcement. A common problem in these areas is that a regular web search will only turn up the all-time most popular answers to a given question – but what the expert researcher is actually interested in is the moment-tomoment evolution of the data available on that topic. Darwin’s algorithm is computationally intensive, and the sources of data it correlates can be vast. To bring its benefits to a larger commercial audience, Darwin needed to find a way to make it scale.
Case Study
Wittmann EDV-Systeme launches IT monitoring services
Small and medium-sized businesses often lack the know-how and resources required for thorough IT system monitoring. Wittmann EDV-Systeme wanted to launch a solution to plug the gap – enabling it to improve its own competitiveness and that of its customers. IT landscapes are becoming ever more complex and outsourcing is gaining popularity, IT systems must nonetheless remain easy-to-use and extremely reliable at all times. Automated, round-the-clock system monitoring therefore represents an immensely valuable proposition for companies: downtime for business-critical applications can be avoided, and IT systems remain available at all times.
Case Study
Zend accelerates, simplifies PHP development
Zend Technologies, a major contributor to the PHP open source community, needed to keep pace with emerging trends such as mobility, agile development, application lifecycle management and continuous delivery. The company needed to provide the right tools to the worldwide community of PHP developers. The challenge was to support enterprise-class capabilities from end to end, including mobile, compliance and security. The pace of business required developers to show results fast across a variety of devices without compromising quality or security.
Case Study
Delivering modern data protection with cloud scale backup from Cobalt Iron and IBM
Organizations are struggling to modernize their legacy data protection environments in the face of growing demands around new infrastructure, new applications, and budget consolidation. Virtualization and modern application development processes have significantly outgrown legacy backup architectures. In response, infrastructure teams have created multiple backup solution types to handle the varying SLAs (performance, scale, cost) required by their business sponsors. However, the sheer number and variety of solutions in this uncontrolled expansion creates huge amounts of work, threatening to overwhelm the IT team in many organizations. Today, developers may add new applications and virtual server instances by the hundreds per day without accounting for the restrictions of the existing backup infrastructure. They leverage the cloud for immediate compute and storage resources, yet rarely communicate succinctly with corporate IT to ensure that the appropriate data protection services are in place.
