Continuum Empowers Server Sentry to Offer Australia’s Only Live 24x7 IT Help Desk
Company Size
11-200
Region
- Pacific
Country
- Australia
Product
- Continuum RMM
- Continuum NOC
- Continuum Help Desk
Tech Stack
- Remote Monitoring and Management (RMM)
- Network Operations Center (NOC)
- Help Desk Services
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Platform as a Service (PaaS) - Connectivity Platforms
- Platform as a Service (PaaS) - Device Management Platforms
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
- Field Services
Use Cases
- Remote Asset Management
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
- Training
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 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.
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
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