Blog: We offer Managed Services. But what does it really mean?
BY LUCIE HYS | 06.04.2019
Most people have heard the term “MSP.” While a majority understands that it stands for “Managed Service Provider,” very few have a good grasp of what it really entails. As a result, many customers have ill-informed expectations.
To help clear up any misunderstanding, I spoke with Erik Nordquist, TPx’s Product Manager for MSx Security Services and MSx Datacenters.
Erik, what do TPx customers really get with our Managed Firewalls and Managed SD-WAN solutions?
For Managed Firewalls, our security specialists monitor customers’ firewalls 24/7 in our own SOCs (Security Operations Centers) to make sure the firewalls are up and operating. In case it’s down, we open a ticket and engage the customer to make sure it isn’t an ISP issue. If it’s the ISP, then we work internally to make sure there isn’t an issue with our circuit.
When we provision the firewall, we make sure it is provisioned properly and that it adheres to best practices. We make all the necessary changes but keep the old configurations, with the new configurations being stored off-site in case there is a need for an audit or for disaster recovery.
If any vulnerabilities are discovered (not common, but can happen), then we update the firmware to close off the vulnerability. If there are bugs, we work to resolve them. If the hardware has issues, we work to get the hardware replaced. The customer never needs to notify the vendor – we do that for them. If any scans or compliance issues come up, we help resolve those with the customer.
If there is an issue on the network, we troubleshoot for the customer to best determine where the problem is. We also provide reports about what is happening on the customer’s network – for instance, what their web usage looks like. With the MSx Optimum Firewall service, we maintain customer traffic logs for 4 months.
All of these things can happen at any time – day or night. If a customer wants to make a change or just has a question, they can open a service ticket, send an email, or call the SOC team to speak with someone.
When we are managing a third-party circuit, since we are an authorized contact, TPx can open tickets if there are problems with the circuit and can work with the provider to troubleshoot the issues. This way the customer only has one company to contact and doesn’t have to lose time by dealing with multiple parties.
Can you share some more benefits of managed services?
We deal with most issues that come up, which frees up the customer to concentrate on other areas. In general, this is what managed services is all about. An IT person may have general knowledge in all areas but not really specialize in one single area. TPx has experts in all areas that we manage, and we have the systems in place to offer enterprise-level services that would otherwise not be available to smaller businesses. Instead of hiring expensive IT people that are hard to find these days, customers can look to us to do this work.
Why should businesses choose TPx over other Managed Services Providers?
TPx is large enough to get the job done right and agile enough to get it done on time. TPx puts an emphasis on using market-leading technology while providing excellent customer service around the clock. Our services portfolio is designed to be a one-stop-shop for IT and security, so customers can eliminate the complexity and headaches that come with dealing with multiple vendors. Very few providers in the U.S. can offer a product portfolio scope of a nationwide managed services carrier like we do. Our trained and experienced staff watches over our customers 24/7/365 so that if an issue arises, it is resolved quickly and effectively. Our solutions are designed to provide enterprise-level quality and customization without an enterprise price tag. We offer incredibly flexible cost options for customers, based on their service level needs and service commitment lengths.
Thanks for your insights, Erik!
You and your customers may feel overwhelmed with all the cybersecurity and IT pressures of today’s digital environment, but there is a light at the end of the tunnel. Let us give you a hand with your IT and security needs – contact your dedicated TPx Channel Manager for additional details and/or to schedule a free consultation for your clients.
About the Author
Lucie Hys is a Senior Product Marketing Manager at TPx. She is currently leading the marketing efforts for the company’s MSx suite of managed services. She has been working in marketing for more than 9 years, with the last four focusing on the cybersecurity industry. Lucie graduated with an MBA from Florida Gulf Coast University. In her spare time, she is an avid fitness enthusiast and a passionate traveler.