Virtual Administrator, a well-known Master MSP, has selected Live Virtual Help Desk (LVHD, pictured) to offer 24×7 help desk services to its community of managed services providers. The move highlights Virtual Administrator’s continued partner program expansion, and LVHD’s growing ecosystem of relationships across the MSP market. Here’s a bit more on the deal, plus some more background on help desk services for MSPs.
As you may recall, Virtual Administrator is an on-ramp of sorts for VARs and MSPs that want to promote managed services and SaaS offerings to their end customers. The company has relationships with Kaseya, Intronis, Spam Soap and SonicWall, among others. In recent months, Virtual Administrator has quietly researched potential help desktop solutions for its MSP ecosystem.
According to a prepared statement from Virtual Administrator’s Rich Forsen, Virtual Administrator ultimately partnered up with Live Virtual Help Desk for three reason:
- The people: Virtual Administrator heard positive feedback about LVHD’s team in the market.
- The ecosystem: LVHD has made a commitment to support the various tools and technologies promoted by Virtual Administrator.
- The philosophy: LVHD agreed to support Virtual Administrator’s Value Included Program (VIP) philosophy.
More Integrations Coming
Meanwhile, Virtual Administrator has a longstanding relationship with Kaseya — which continues to expand its own NOC (network operations center) services. Once the Kaseya NOC services are available for SaaS partners, both Virtual Administrator and Live Virtual Help Desk will be prepared to integrate seamlessly, according to a joint statement from Virtual Administrator and LVHD.
There’s also an exclusive twist to the Virtual Administrator-LVHD relationship. According to the press release:
“This agreement also establishes Virtual Administrator as the exclusive Master MSP for Live Virtual Help Desk. Partners that contact Live directly and are qualified as people who would benefit from Virtual Administrator’s on-ramp services will be routed through Virtual Administrator’s program.”
Help Desk and NOC Battleground
No doubt, many MSPs are seeking third-party NOC and help desk services. Some solutions providers are turning to master MSPs like Do IT Smarter for help. Other solutions providers are turning to distributors like Ingram Micro Seismic — which has a Global NOC relationship with NetEnrich. And some solutions providers are turning to IT partners like Zenith Infotech for virtual help desk services.
Meanwhile, Live Virtual Help Desk has been busy inking relationships with nearly 20 different software and technology providers across the managed services market. The big question: Can LVHD continue to scale its help desk services as more technology partners jump on its bandwagon? We’ll be watching and listening for answers.
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Posted In: Master MSP | Master MSPs | Service Level Agreements
Tags: Do IT Smarter | help desk services | Ingram Micro Seismic | Intronis | IT Help Desk Services | Kaseya | Live Virtual Help Desk | LVHD | Managed Help Desk Services | NetEnrich | Rich Forsen | SonicWall | Spam Soap | Virtual Administrator | Zenith Infotech
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Thanks for the write up Joe and to answer your point about scaling services; we understand that scaling our delivery to meet an ever (thankfully) growing demand for our services could be a problem, for any expanding company no matter the size. However, we have taken steps to ensure that we layer on both business and staff at a measured rate that allows us to build our service in a sustainable way. I’m sure there wil be the odd bump along the road, but we’re ever mindful of the expectations of our customers
Neil Jones
President Live Virtual Help Desk
This is a very exciting announcement. The relationship between Live VHD and Virtual Administrator will be great for the small MSP. I am excited for the partners who work with Virtual Administrator that now have access to the resources at Live VHD to grow their business and be able to better service their clients.
Congrats to Live VHD and Virtual Administrator.
All the best for successful partnership.
Stu
Thanks for the congrats, Stu. We’re really concentrating our efforts this year on furthering our reputation as the only place people need to go to get the advice, training, support and tools they need to succeed as an MSP. Picking a help desk solution that would fit the whole VIP (Value Included Programs) philosophy was important. As with our other solutions, we’ll provide basic training, on-boarding assistance and expectations management for LVHD without additional charge to our partners. The whole idea behind VIP is that if we’re going to be on a somewhat even playing field price wise with other offerings, let’s tip the scales by including the assistance we’ve become known for. It’s always been our philosophy, and we’re thrilled to have LVHD as the newest part of our ecosystem.
Neil@1: Keep us posted.
Stuart@2: Thanks for being the original source who alerted me to LVHD a few months back.
-jp
JP,
Always happy to run things past you my friend.
S
We are very pleased to partner with Virtual Administrator. Their well deserved reputation precedes them and makes them a great fit for us.
On scalability, we believe we have the people, processes and infrastructure in place to ensure we scale properly and we will remain deeply committed to delivery of superior support services.
Thank you again to our great partners and friends in the channel.
Sounds like a great partnership. We are excited at Intronis to continue and add to the great relationship we already enjoy with VA.
Ted
LVHD is a great fit for the Virtual Administrator solution. As part of the ramp up… LVHD is getting certified with Spam Soap as a support solution. This allows resellers that use LVHD to seemlessly integrate Spam Soap support into your product mix for clients. It’s great being part of the Virtual Administrator Community. Thanks for making us part of the solution.
Rob Leon
VP
Spam Soap
I have been working with Dan and Neil for a few months now thanks to an introduction by Neal at Kaseya. I can tell you that the passion they feel for the Help Desk and MSP industry can not be outdone. The partnership with Virtual Administrator is fantastic marriage that will really help the small MSP provide and expand services to their customers.
Congrats guys, and to Stu’s point, exciting.
That being said, it is inevitable that some of this consolidation needs to go on moving forward. The rule of 3.
I had the chance to engage Neil from VHD and Lane at Do IT Smarter on Channel Happy Hour (www.channelhh.com) at Breakaway, and frankly these are two guys who are thinking about what’s next. Not that we don’t have views at MSPSN…
This is an evolutionary step, and I anticipate more.
Good luck to all,
Gerard
Well done to everyone involved. I echo everyone’s comments about the benefit this brings to all MSPs out there.
Cheers
Stuart Crawford
http://www.ulistic.com
Congrats Rich and Neil. A great partnership.
Stuart Crawford
Stuart, thanks for the congratulations. We’re hoping the Kaseya NOC services become available for SaaS soon so that we can complete the management trifecta and really be a source for our partners where every need is met.