SLA remote hands coverage for an MSP, US East
A permanent remote and smart hands service replacing a full-time on-site role, with photo-evidenced closure on every task and monthly SLA reporting.
- duration
- Ongoing
- duration
- engineers on site
- 4
- engineers on site
- country
- US
- country
- measured outcomes
- 4
- measured outcomes
1,400+
tasks closed in year one
98.6%
within SLA
2h
emergency response
1
permanent hire avoided
The challenge
The MSP needed hands in Northern Virginia for a portfolio of customer racks. A permanent hire was expensive for the actual workload, and their previous ad-hoc vendor was unreliable on evidence — tasks closed with a one-line note and no proof of what was done.
The result
1,400+ tasks closed in the first year at 98.6% within SLA. The MSP retired the planned full-time hire, and their customers now receive evidence packs that answer the 'prove it was done' question before it is asked.
“The evidence pack ended the argument with our customers. It used to be our problem; now it is just a PDF.”
Scope delivered
- 2-hour emergency and 4-hour standard response commitment
- Hardware swaps, reboots, cabling changes and console diagnostics
- Photo and timestamp evidence on every task
- Chain-of-custody for media and asset movements
- Spares held at hub with replenishment thresholds
- Monthly SLA report with trend analysis and recommendations
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