Case Study: Advanced Network Products achieves faster incident response and SLA compliance with OnPage

Advanced Network Products - Customer Case Study

Advanced Network Products (ANP), a Philadelphia-based MSP, was struggling with missed critical incidents and SLA breaches because tickets created in ConnectWise and other monitoring tools weren’t reliably escalated by the NOC. After-hours alerts were sometimes ignored, causing response delays of up to two hours. To solve this, ANP turned to OnPage and its IT Alert Management System for persistent alerting, on-call scheduling and escalation.

OnPage implemented audible persistent alerts, an automated on-call scheduler and fail‑safe escalation so unread alerts were escalated to the next engineer (and to Mike Silverman when necessary). The result was fewer missed incidents, reduced downtime, consistent SLA response times, improved engineer workflow and customer satisfaction, 24x7 operational coverage and an audit trail — all delivered quickly and cost‑effectively by OnPage.

Advanced Network Products

Mike Silverman

Chief Information Officer