MSPs outsource toOUR RESOURCE AND EXPERTISE FITTING INTO YOUR ORGANISATION

Kristian WrightManaging Director

‣ Who are we? ‣ Why are we here? ‣ The MSP journey ‣ How can we help? ‣ How does it work? ‣ Yes, but . . . ‣ Get started today

Today

But first, a question

Raise your hand if you are considering or have considered outsourcing your NOC and/orService Desk?

#OMG I lie awake at night and think about nothing else …

And another . . .

Raise your hand if you have any concerns, worries or fears about outsourcing your NOC and/or Service Desk?

I just don’t know, there’s something missing in my life, maybe I should outsource my NOC?

And one more . . .

Raise your hand if you are already outsourcing your NOC and/or Service Desk today?

NOC? Outsourced it years ago darling.

And finally . . .

Raise your hand if you are committed to INCREASING your revenue and profitability in 2015?

Just how are you going to increase our profit in 2015 darling? I’m down to the last bottle of Aldi champagne . . .

Who are we?

‣ Started in 2002

‣ First employee in 2005

‣ Set-up our own technical delivery centre in Sri Lanka in 2007 - with 2 employees

‣ Became N-able Partner in 2010

‣ 2010-2014 expanded our technical delivery team to 65

‣ Certified NOC Partner status achieved 2013

‣ 2014 and beyond - 100% focus on providing white label NOC and Service Desk for MSPs

Why are we here?

We believe that we can help you to build your business in 2015 and beyond …

Where are you today?

… and where you are on the MSP journey?

Level 0Level 1

Level 2Level 3

Level 4

Chaos

Reactive

Proactive

Service

Value

Ad-hoc Undocumented Unpredictable No service desk optimisation No use of supporting tools User call notification No SLAs

Fight fires Inventory Desktop software distribution Initiate problem management process Alert & event management Measure component availability (up/down)

Monitoring Solution Analyse trends Set thresholds Predict problems Remote access Problem configuration, change,asset and performance management processes 50-70% billable time dedicated to reactive support

IT as a service Productised services and pricing Understand costs Guarantee SLAs Measure & report service availability Integrated processes

IT as a strategic business partner Acting as a virtual CIO Understanding client business priorities Reporting to multiple stakeholders at multiple levels Intrinsic to strategic business planning

The Holy Grail

Are you paddling in Proactive?

Proactive paddlers might be suffering from:

✓ Reactive support fatigue 50-70% of your billing time still based on reactive support

✓ 24/7 phone addiction a server might go down, an alert might get missed, a customer might email at midnight, a router might die…best not to sleep, just in case

✓ A vague feeling that although you’re really busy, are you really busy making money?

Proactive paddlers might be thinking …

‣ How do I move from a time-based billing model to supporting my clients’ business objectives?

‣ How can I free up my resources to support this and build my business?

‣ I want clients who understand my value but don’t want to increase headcount and squeeze margins

‣ Clients continuously want more, including out of hours support. My team can’t work 24/7!

Or are you circling in Service?

… you’ve stopped worrying about billing time and your clients understand your value much more . . .

‣ But those pesky clients just want more value, better availability, more capacity, better compliance and higher performance

‣ They want stuff to ‘just work’, all the time, not just in office hours

‣ They want access from the beach at 3am, in the air, underground… and they NEED ACCESS NOW on all of their 200 devices…at the same time!

Give

us

more NOW!

Service circlers might be thinking …

‣ How can I scale up my team cost effectively to cope with these demands?

‣ How can I offer a true 24/7 servicewith ‘always on’ monitoring, remediation, maintenanceand support?

‣ How will I keep pace with client expectation coupled with the constantsqueeze on my margins?

‣ How can I prevent engineer overload and staff attrition as pressures mount?

or maybe you’ve made it?

… you’ve reached the holy grail, you’re a true strategic business partner to your clients . . . they love you, they just can’t get enough

You fully understand and act on your clients’ business objectives

You’re managing IT as a business level service and acting as a Virtual CIO for clients that understand your value

You’re spending your time productively planning and forecasting and reporting to stakeholders at every level

but … maybe you’re thinking …

‣ How do I remain competitive, keep my costs under control, and maintain profit margins as I continue to grow?

‣ Is my NOC really as automated as it could be? How much time and money will I need to invest to get it there?

‣ Am I using highly skilled resources cost-effectively and how can I continue to retain valuable staff?

‣ Who are these big boys on the horizon? Copier companies and telcos…muscling into the MSP arena with vast amountsof resource and cash? How do I compete with that?

So where does fit in?

Proactive Paddlers

Circling Servicers Holy Grailers How we can help

How do I move from a time-based billing model?

My clients want more for less

How do I keep competitive, predict my costs and increase my

profit margins?

• Pay-as-you-grow model designed to help you build predictable recurring revenue

• No capital outlay required to scale up• Predictable controlled OPEX helps you plan

How can I free up my in-house resources to

support this?

How do I scale my team to cope with client

demands?

Is my NOC fully automated? How do

I get it there?

• Shift the day-to-day grind to us and free up your team to support the growth you want

• Scale up (and down) on demand• Fast track NOC automation. Use our expertise.

I want better clients without increasing

headcount to service them

Engineer overload and staff attrition as pressure

mounts

Am I using my resources cost effectively and how

do I retain them?

• Use our team as an additional resource• Offload out of hours maintenance and other

tasks to ease the load• Complete projects on time and on budget by

using our skilled team as a dual resource

Clients want out of hours support. We can’t work 24/7!

Clients want 24/7 support, for everything,

everywhere.

Who are these big boys on the horizon?

How do I compete?

• Deliver true 24/7 services in any time zone• Provide ‘always on’ service to any location• Extend and improve your clients’ experience• Service larger clients with more complex needs• Compete on a level playing field with bigger

competitors

NOC – how does it work?

‣ As an existing customerYou retain full control of your RMM

‣ Our on-boarding team ensuresa smooth handover process

‣ We monitor your clients through your N-Central console

‣ We manage and remediate

‣ You manage your licences

‣ You customise your add-ons (MDM, back-up management etc)

Service Desk – how does it work?

‣ First line support, in hours, out of hours, 24/7

‣ We never close, ever.

‣ Branded as you, we expertly handle the callas your business

‣ PSA integration, with shared ticketingand escalation to your team

‣ SLA, we’ll match or exceed your existing

‣ Vendor management built-in

‣ Access and response by voice, emailand client portal

Yes, but…

That all sounds great but hang on a minute . . .

Will I lose control?

‣ No - you’ll gain more. More control of your time and more control of your resources

‣ But can I trust you?

‣ Yes you can. We’re N-able’s Certified NOC Partner and we had to jump through lots of hoops to be able to say that

‣ What about my customers’ data?

‣ The core of our business is keeping your customers’ data and credentials safe

‣ Stringent policies and security are in place to ensure this

‣ We’ll have ISO 27001 early 2015

What about my existing team?

‣ They’re the bedrock of your business. We play nicely with and complement them

‣ We’ll free them up for the exciting stuff, and make it easier to take on larger, higher-value clients

‣ We partner with you and act as an extension of your business

‣ We’re all heading in the same direction… yours

I already have an in-house N-able guru

‣ Good news!

‣ We’d love to connect your N-able guru with ours and they can make beautiful NOC together :-)

‣ Got a whole team of N-able gurus? We can share the load. Double up your capacity or use us for out of hours and project support

‣ Spread your eggs in 2 baskets. Even gurus go on holiday, get sick, and sometimes leave for pastures new . . . when you least expect it

I already have NOC and Service desk teams

Extend your service to 24/7

Undertake out of hours maintenance

Work as your overflow

Cover different time zones

Carry out project work

Act as a Level 1 barrier

Escalate specialist tasks

Make tea

Not a problem. Use us to:

Should we build our own 24/7 NOC?

‣ It’s a consideration, but in many ways, why re-invent the wheel?

‣ We’ve done the hard work for you…and it can be a lot of hard work

‣ Significant capital outlay, a big investment in management time, ongoing operational expense

‣ Not to mention a big chunk of HR worry to find and retain the right staff to work a 24/7shift pattern

Not all my clients pay for or need 24/7

‣ That’s fine. You pick and choose the ones that do and we just cover those

‣ You can add new 24/7 NOC or service desk clients at any time, when you’re ready

‣ You simply pay for what you use, with no long term commitment or upfront outlay

‣ We’ll help you sell the benefits of extended services to your clients, to help boost your recurring revenue

Open 24/7

Location, location, location

‣ So Sri Lanka has much better beaches and crazy traffic … but just why are we based there?

‣ It’s cost effective and enables us to offer you great rates

‣ It has one of the highest pools of qualified IT staff in the world

‣ There’s an exceptional standard of spoken and written English

‣ Culturally they are some of the most helpful people on the planet…..and Mark is relocating there in December to join them!

Pricing - €

White label NOC and Service desk

Services Price

24/7 NOC (Server) €30.00

24/7 NOC (Network Device/Printer) €13.50

24/7 NOC (Workstation) €6.50

24/7 NOC (MDM) €3.25

Out of hours NOC 7 days (Server) €20.00

Out of hours NOC 7 days (Network Device/Printer) €6.50

Out of hours NOC 7 days (Workstation) €5.00

Monitoring & triage 24/7 (Server) €16.50

Monitoring & triage 24/7 (Network Device/Printer) €6.50

Monitoring & triage 24/7 (Workstation) €6.50

Service desk 24/7 (per user) €20.00

Service desk out of hours 7 days (per user) €13.50

Project support (Remote) per hour €65.00

Ad hoc remediation & maintenance (per hour in blocks of 40 hours) €45.00

Volume discount available

Pricing - £

Volume discount available

White label NOC and Service desk

Services Price

24/7 NOC (Server) £25.00

24/7 NOC (Network Device/Printer) £10.00

24/7 NOC (Workstation) £5.00

24/7 NOC (MDM) £2.50

Out of hours NOC 7 days (Server) £15.00

Out of hours NOC 7 days (Network Device/Printer) £5.00

Out of hours NOC 7 days (Workstation) £3.50

Monitoring & triage 24/7 (Server) £12.50

Monitoring & triage 24/7 (Network Device/Printer) £5.00

Monitoring & triage 24/7 (Workstation) £5.00

Service desk 24/7 (per user) £15.00

Service desk out of hours 7 days (per user) £10.00

Project support (Remote) per hour £50.00

Ad hoc remediation & maintenance (per hour in blocks of 40 hours) £35.00

Get started today

TRIAL OUR SERVICES FREE FOR 30 DAYS!

I’m interested in:

NOC Services Free Trial

First Name*

Last Name*

Title*

Company*

Phone number (Inc country code)*

Email address*

Country:

Australia

Primary business:

IT Service Provider/Managed Server Provider (MSP)

How many devices does your business currently manage?

1000+

Inbay NOC and Service Desk Free Trial

We know we are helping our MSP partners to run their managed services business more successfully and more profitably.

But don’t just take our word for it; don’t simply rely on our partners’ endorsements. See for yourself.

Register for a free 30 day NOC and/or Service Desk trial to experience our services first hand – with no strings attached.

No cost, no risk, no obligation – and so easy to start

› Then, if you’re happy with the trial, we’ll get you up and running quickly and easily with a three-month NOC and/or Service Desk package. After that, it’s just a 30 day rolling term.

› A dedicated Channel Manager will work with you to ensure that your clients are onboarded smoothly and efficiently - and they stay with you as we work with your team to help you grow your business profitably.

› You can add or remove monitored devices or service desk users as and when you like.

Start the process now. Register here for a free, no-obligation 30 day trial.

Alternatively, if you have any questions, please contact us at sales@inbay.co.uk or call us on +44 (0) 203 435 6435 (UK business hours).

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