Communication of Help Desk Resolutions to IT Clients

Do we use the PSA’s auto reply email for new incidents or not to use it even in its customized form and send replies to each ticket incident manually? We have not yet come to a consensus on which is better but opinions seem to be split as some of our IT MSP Clients rely on auto replies to honor their SLA’s while others prefer to turn it off completely and give each incident ticket...

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NOC Relevance In The Ever Changing IT MSP Word

Recently we were asked to explain to a prospective client why they should utilize our after hour Network Operations Center (NOC) Services. With the changing landscape with Remote management tools providers and the recent acquisition of LogicNOW by SolarWinds, we believe that it is important to constantly assess our blueprint of what our NOC Services are offering our clients. It is important to us that we are not in conflict with the automation and functionalities...

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