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CASE STUDY 1 – TechGuard Managed Services
12-staff MSP · 95 clients · security focus
THE CHALLENGE
40% of critical incidents happen outside business hours, going to a pager system that took an average of 22 minutes to respond. Some calls were critical (ransomware, outages) — others were user error (“I can’t log in”). Engineers were being awakened for L1 issues. Client SLA breaches were mounting.
SOLUTION IMPLEMENTED
An AI Executive Assistant (phone based) triages all after-hours calls — assesses severity (i.e. critical system down vs. access issue vs. how-to query), provides L1 self-help steps for common issues, escalates confirmed critical incidents immediately to the on-call engineer, and logs a ticket with an acknowledgement sent directly to the client.
RESULTS
After-hours triage time: 3 mins vs. (was 22 min)
Engineer wake-ups for L1 issues: – 84%
SLA breach incidents: 1 per mo vs. (was 8 per mo)
Client churn reduction in contracts: – 3 per yr
Client Quote – “My engineers aren’t being awakened at 2am for password resets anymore. And the real emergencies get handled faster.”