Sometimes, managed service providers (MSPs) struggle to scale their business while fulfilling service level agreements (SLAs) with customers. With that challenge in mind, Kaseya has launched Network Operations Center (NOC) Assist, which allows MSPs to leverage Kaseya's talent pool without hiring more full-time employees.

From where I sit, NOC Assist is part of a bigger trend in the managed services market. From Autotask to ConnectWise, OnForce and Kaseya, many MSP platform providers and IT market places are striving to help MSPs find more talent (through partnerships or vendor relationships) without increasing full-time payroll.

Kaseya's NOC Assist, for instance, will "enable IT solution providers to leverage the expertise of the global Kaseya team to expand their services without adding additional staff or overhead," according to a Kaseya statement. The NOC Assist effort is part of Kaseya's larger emPower Program.

Ultimately, Kaseya says, NOC Assist gives MSPs:
"the ability to extend their staff by bundling private labeled NOC services for basic remediation, routine preventive maintenance and pro-active monitoring of servers. These services are provided transparently by Kaseya so that the MSP is able to maintain complete control over usage, data collection and all end user interaction."
Through NOC Assist, Kaseya provides 24/7:
  • Basic troubleshooting and remediation of common server problems
  • Escalation of issues to customer via Kaseya ticketing system and/or via phone, email, pagers
  • Suggested resolution to ticketed issues
  • Application of Microsoft Security Updates for Operating Systems and Applications, as well as application of numerous Microsoft patches.
Basically, Kaseya NOC Assist and some of the rival industry offerings sound like a safety net to help MSPs provide better customer service without recruiting more employees.