Case Study: managed services providers achieve improved support and SLA performance with Jade Global

Managed Services Providers achieve 98% SLA support with Jade Global

A managed services provider (MSP) that helps small and medium enterprises navigate digital evolution faced challenges supporting its global customer base. Its complex operations caused processing errors, and its internal IT team was too mired in day-to-day support to focus on strategic projects. The company partnered with Jade Global to outsource system administration for its Boomi infrastructure and other platforms.

Jade Global implemented a 16x5 offshore support model to manage the client's integration, NetSuite, and data warehousing environments. The solution resulted in a 98% or higher SLA achievement rate, a significant reduction in support operation costs, and an improved user experience. This allowed the client's internal team to refocus on strategic initiatives while Jade Global provided proactive production support.