Velan Remote IT Support worked as an extension of their internal team, providing reliable helpdesk support to manage increasing ticket volume and client environments while maintaining SLA response and resolution targets.
Talk to an MSP SpecialistVelan Remote IT Support provided trusted help desk support services to a US-based MSP, helping to manage its client environments and handle support tickets efficiently. With our team as part of their support desk, the MSP could reduce its managed IT workload by 50%.
Our client is a Northern Michigan-based managed service provider serving small and medium-sized businesses (10 to 250 users). The MSP was growing its client base quickly, which increased the workload on its in-house team. Also, the client lacked in-house engineers to manage all the support requests.
The client needed a reliable managed IT services partner to manage its cloud-based insurance platforms and disaster recovery capabilities and maintain secure access for remote and hybrid employees. We ensured high service quality and SLA standards.
Impressed with Velan’s 19 years of experience and portfolio, the client approached our team for IT support services. We became an extended part of their technical team, providing skilled remote engineers for L1, L2, and L3 support.
The MSP expanded its client base without adding local staff and improved infrastructure reliability and uptime, leading to greater customer satisfaction. We helped maintain SLA compliance, strengthen cybersecurity, and reduce operational costs through reliable remote technical support.
Infrastructure availability
Improved security incident response
Reduced operational costs
Reduced workload
Lower ticket resolution time
SLA Compliance
First Response Time
Customer satisfaction
Extend your MSP's support team with experienced remote engineers from Velan Remote IT Support.
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