Learn how Resolve improved their MTTA & MTTR by 30% using Squadcast

Working with external clients meant that we not only had to handle incidents, but also document event details and report it back to our clients by creating tickets. Initially, we relied on a complex integration of tools, one for incident management and another for ticketing. Squadcast now does the job of both tools, thus reducing the complexity of our incident response process and its flexible pricing is a definite add-on.

Leo Wong

Consultant, Resolve Technology

About

Resolve Technology

Industry:

Technology

Location:

Hong Kong

Resolve is a fast growing technology solutions & DevOps/SRE managed service provider based out of Hong Kong, and serving clients in numerous other countries. As an MSP, Resolve is evaluated on how fast their team responds(MTTA) and acknowledges alerts.

They were in need of a formal incident management tool that could help them reduce their MTTA and MTTR of incidents by quickly responding to critical alerts, informing their clients about the incident status and the steps taken to remediate the threat.

Previously when faced with critical incidents, Resolve had to rely on a complicated ServiceNow and OpsGenie integration to keep their clients informed. Squadcast has provided a simple and affordable alternative to this challenge. Resolve saw an overall improvement in their acknowledgement rate with Squadcast’s automatic escalation policies for unresolved incidents with added benefit of Postmortem and Status Page features.

Challenges and Solutions

Challenges

Solutions

Low alert acknowledgement rate: Before Squadcast, Resolve had a low acknowledgement rate since their ops engineers would miss critical alerts at times when they were away from their system, leading to an unacknowledged incident for hours.

Improved acknowledgement rate with Squadcast: By using Squadcast, ops engineers were more reachable with critical alert notifications straight to their phone via a call or SMS. This along with the ability to handle incidents on the go via mobile app and acknowledge via IVR helped them improve their acknowledgement rate even while they were away from their desk.

Manual ticket creation process: Being a service based company, the ops engineers at Resolve were using two tools- Opsgenie and ServiceNow in-tandem for ticket management such as recording ticket details, recording the remediation, etc. for any incident that is reported. This integration between Opsgenie and ServiceNow got very complicated and expensive.

Squadcast APIs: Resolve leveraged Squadcast APIs to directly create tickets and manage other ticketing activities which was previously not possible with Opsgenie. This led them to do-away with a separate ticketing tool (i.e ServiceNow). Using one tool instead of two not only made the process easy for ops engineers, but also made it cost efficient.

Ineffective alert routing: Prior to Squadcast, Resolve were not able to customize alert messages to route to specific individuals. And in case of a missed alert notification, there were no plans in place to escalate the incident to the next available on-call engineer.

Effective Routing rules and Escalation policies: Squadcast’s highly configurable routing rules helped Resolve route alerts to the relevant team / engineers. They were also able to escalate incidents to others in case an incident went acknowledged beyond a certain period of time.

Lack of visibility on team performance: Prior to using Squadcast, they did not have metrics (MTTA/MTTR) in place to measure reliability and team productivity of on-call engineers.

Discoverability of team performance: By using Squadcast’s incident analytics feature, they started tracking their team’s acknowledgement rate and improved MTTA by upto 30%, much to the delight of their clients.

Key Benefits

Improved MTTA & MTTR

Squadcast’s escalation policies and ability to acknowledge alerts via mobile and IVR ensured that more alerts were not missed, thereby improving MTTA by upto 30% for some clients.

Better Incident Postmortems

Resolve started using Squadcast’s inbuilt Postmortem templates to report back to their clients, key findings wrt to the incident, share critical information, incident timelines and steps taken to resolve the incident.

Simpler Process and cost-efficient

Resolve made the on-call process simpler and cost-efficient by replacing two different tools for incident management and ticketing management with Squadcast.

Improved Acknowledgement Rate

With the help of Squadcast’s escalation policies, Resolve defined policies for auto-escalating incidents to notify the right individual and team when required.

Key Benefits

Improved MTTA & MTTR

Squadcast’s escalation policies and ability to acknowledge alerts via mobile and IVR ensured that more alerts were not missed, thereby improving MTTA by upto 30% for some clients.

Better Incident Postmortems

Simpler Process and cost-efficient

Resolve made the on-call process simpler and cost-efficient by replacing two different tools for incident management and ticketing management with Squadcast.

Improved Acknowledgement Rate

With the help of Squadcast’s escalation policies, Resolve defined policies for auto-escalating incidents to notify the right individual and team when required.

What our customers have to say

Leo Wong

Consultant, Resolve Technology

Using Squadcast has made the process simpler for our ops engineers to both respond to critical alerts as well as keep our clients informed of remediation steps taken

View Case Study

Using Squadcast has made the process simpler for our ops engineers to both respond to critical alerts as well as keep our clients informed of remediation steps taken

Leo Wong

Consultant, Resolve Technology