MSPs: From Cloud Services Depot to Live Virtual Help Desk?
Cloud Services Depot has apparently shifted its existing NOC (network operations center) and help desk businesses to Live Virtual Help Desk (LVHD). Are you an MSP seeking info about the transition? LVHD President and CEO Dan Sturgill (dan.sturgill [at] livevhd.com) is available to answer inquiries.
Some industry chatter suggests this is a merger between the two companies. I think that rumor is false. I do believe Live Virtual Help Desk is working to support Cloud Services Depot's existing NOC and help desk clientele. But there are some challenges at the moment. An example: MSPs that leverage Cloud Services Depot say their integration with PSA tools is broken, and it's impossible to update tickets.
Cloud Services Depot also has a NOC relationship with GFI Software, but I don't think it's a major engagement, and I don't think there is any potential material impact on GFI Software or its partners.
I have sent Cloud Services Depot an email asking for an update on their business but have not heard back.
Meanwhile, Live Virtual Help Desk has been in and around the MSP market for several years now. The company's most recent partnership involves N-able Technologies, the remote monitoring and management (RMM) software provider.
If more information becomes available MSPmentor will update this blog entry.
Thank you Joe. News travels quickly in this channel.
I can confirm that there has been no merger of any kind. We have acquired the Help Desk and NOC client base from CSD and are working hard to have all these accounts transitioned over to our internal systems.
These NOC alarms are now being monitored and managed by our NOC team. We are wading through a ton of alarms and workflow rules etc. as quickly as possible to ensure no degradation in actual delivery.
The Help Desk customers phone lines are fully functional and being answered by the same team for now.
This all happened very quickly and seems to have caused some confusion for which I am very sorry. It was very fast for us as well.
Please know we are working diligently and literally around the clock to complete this phase of the transition. Once completed we can begin to focus on features, integrations etc. and begin incorporating these as we can into your new environment.
We are here to help you and look forward to being your partner and providing excellent Help Desk and NOC services.
Please feel free to reach out to me if you have further concerns or questions and I will do my best to put your mind at ease.
Dan Sturgill, CEO
dan.sturgill@livevhd.com
Dan,
Thank you for sharing this background with MSPmentor's readers. Please keep us posted as you achieve additional transition milestones, etc.
Best,
-jp
I've personally dealt with Dan through this and all of us who were on CSD should be ever so thankful of the job he's doing which is beyond what would be expected from the misleadings of CSD's management team.
I cannot thank you enough Dan for easing my fears. I know there's a long road ahead, but your management style and team from Debbie to Timothy have been spot on!
I'm looking forward to working with Live VHD.
Manuel: Thank you.
Readers: I also received an update from CSD. They confirmed the NOC/Help Desk transition to me. Also CSD continues to focus on its own core business, which is cloud application integration for reseller/VARs/MSPs.
Best
-jp