NetEnrich Redesigns Its SMB Services

The suite of remote infrastructure monitoring and management services for SMB IT pros includes new service levels and expanded technology support. By Colleen Frye

NetEnrich Inc., a provider of remote IT infrastructure monitoring and management services, has redesigned its SMB Services based on feedback from its managed service provider partners. The retooling includes new service levels, expanded technology support, and more aggressive pricing. With the NetEnrich offerings, IT solution providers can view and remotely manage their clients' entire IT infrastructures, including on-premises infrastructure, virtualized infrastructure, cloud-based compute, and hybrid IT environments. They can private-label the client interface as well.

"We've been serving the IT channel and MSP/VARs for a number of years, and we've always had a solid and competitive SMB program," says Justin Crotty, senior vice president and general manager at San Jose, Calif.-based NetEnrich. The changes NetEnrich is highlighting are along three feature sets, he says.

First, Crotty explains, MSPs and VARs are dealing with "a growing amount of noise generated from the environments they're managing." Handling alerts and understanding which ones require higher-level resources can impact efficiency, he says. So NetEnrich has added a new layer of support to its SMB SmartEscalate solution. Now MSPs and VARs can leverage NetEnrich to triage, validate, and escalate critical issues to the solution provider's technical team. This enables the MSP "to get out from under the alert noise" and focus on customers' critical issues.

NetEnrich's second SMB offering is SMB Manage, which includes remediation and management of a client's complete IT infrastructure, including coordination with third-party vendor tech support, and reporting via NetEnrich's secure IT operations platform. Third is SMB AID, which supports the proactive monitoring of the client's IT infrastructure by checking on the availability and performance of operating system services, event logs, SNMP-based network devices, and hardware errors.

BRINGING VALUE AND MARGINS
Across all three offerings Crotty says NetEnrich has expanded technology support and more aggressive pricing to "effectively serve the SMB," and bring savings, value, and more margin to solution providers. "Our new offerings are more logical, the pricing is more straightforward, and we've reduced some of the complicated engagement structure. It's part of making it easier to do business [with NetEnrich] and making sure our partners are effective."

What differentiates NetEnrich from its competitors, Crotty says, are three components of the company's intellectual property. For one, Crotty says NetEnrich's technology platform has been built in-house over the last 10 years, and it is multitenant, multitier, enterprise-class, "and designed to be leveraged by solution providers."

The second differentiator is "a large certified engineering staff that does day-to-day blocking and tackling," and support for a wide range of SMB and midmarket end clients through VARs. Last, he says, are good processes, including ITIL, "to deliver service against specific SLAs."

Going forward, Crotty says NetEnrich plans to roll out a formal partner program for the first time next year, and it is in the works now. NetEnrich is also considering a partner council, he says.

NetEnrich's retooled SMB Services are available now through Ingram Micro and NetEnrich.

For more information on NetEnrich and its SMB Services, visit NetEnrich.