Available immediately, the optional add-on for the Pulseway RMM and PSA solutions comes in two varieties. The entry-level monitoring edition watches customer environments for alerts and notifies technicians via phone, text, or email of issues in need of resolution. Users also receive troubleshooting suggestions, scheduled and ad hoc reports, assistance with customer onboarding, and access to a library of best practices advice.
The more advanced management edition of the service includes remediation of technical issues, as well as help with tasks such as adding user accounts, resetting permissions or passwords, and managing printers.
Both versions are delivered on a 24/7 basis via facilities in Dublin, and Bangalore, India.
“[It] can help customers shift their focus from this mundane, repetitive task that eats into their day to increasing sales and growing their business, which is what really should matter to them at the end of the day,” says MMSOFT CEO Marius Mihalec of the new service.
Pricing, which Mihalec called “aggressive,” is based on the same monthly pay-as-you-go subscription model other Pulseway products utilize. Users can customize their consumption of the system as desired, limiting it to after hours and weekends, for example.
“It doesn’t have to be 24/7,” Mihalec says.
Customers can selectively decide which end user devices to support via Pulseway’s NOC too. According to Mihalec, that differentiates the new service from competitive offerings that require buyers to purchase NOC assistance on an all-or-nothing basis.
“You can opt out and only select a subset of end points to be monitored,” he says.
Boston-based Pulseway competitor Continuum has offered NOC support for many years, and Tampa, Fla.-based ConnectWise added a NOC offering that it delivers in partnership with IT By Design, of Jersey City, N.J., last November. Without mentioning ConnectWise by name, Mihalec notes that Pulseway delivers its NOC service itself.
“We cut the middleman,” he says.
Pulseway was originally designed for use by corporate IT professionals in need of a “mobile-first, cloud-first” RMM solution. MMSOFT introduced a version of the product for managed service providers last August, and now has about 2,100 MSPs among its roughly 3,900 customers. 70 percent of those companies are in the U.S.
NOC services are the second add-on for Pulseway to reach market this year. An anti-virus solution debuted in January. Additional add-ons will arrive in the second and third quarters of the year, according to Mihalec, who declined to provide further details.