First, the news. The PacketTrap-Live Virtual Help Desk (LiveVHD) relationship will provide "MSPs an immediate opportunity to offer second-level front-end phone support answering customer calls while addressing tickets and NOC alarms for desktops, laptops, handheld and network devices, and server-related problems at the same time," according to a PacketTrap statement.
Still, I don't think this will be an exclusive relationship. In recent days, multiple sources have told me LiveVHD has been working to line up a range of RMM (remote monitoring and management) integrations and MSP industry partnerships. You can see some early partners listed here.
Selbst, my original source on LiveVHD, is listed as a company partner. So it's easy to understand his brief but favorable statement to me a few months ago. Still, Selbst was right: In early 2010, he predicted a range of LiveVHD partnerships would emerge in the market. And now, they're materializing. The latest example is PacketTrap.
Fierce CompetitionIs LiveVHD gaining momentum? I can't say for sure since the company is privately held. Plus, there's plenty of NOC and help desk outsourcing competition in the MSP market.
- Many Master MSPs offer such services to aspiring MSPs and VARs.
- NetEnrich offers its global NOC services to third-parties such as Ingram Micro Seismic partners and N-able partners. And Ingram veteran Justin Crotty is set to join NetEnrich in a few days, so I suspect NetEnrich will pursue more distributor-oriented NOC partnerships in the weeks ahead.
- Also of note: Open source companies like OTRS (Open Technology Real Services) may have their eye on the MSP help desk market.
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