Kaseya Community

Multiple tiers of coverage

  • Currently our system is setup so that during our regular business hours Kaseya Monitoring events just open a ticket normally. During after hours clients who have a specific policy will have their ticket opened, and as part of that Kaseya sends an email to our after hours answering service who then notifies on call staff. This has been working well for us, however several clients want to add some after hours support without the full cost we're applying to those customers who currently have that service.

    The plan is to have 3 policies: AfterHours-No, AfterHours-Limited, and AfterHours-24

    AfterHours-No will result in tickets opened after coverage just opening on the service desk.

    AfterHours-24 will result in  tickets opened after coverage opening on the service desk and the email to our answering service to notify on call staff no matter the time.

    AfterHours-Limited will result in ticket behavior being dependent on the time the ticket was opened. Before 12:00 midnight it'll open and notify the answering service, after midnight it should wait until 5:00am to send the email to our answering service.

    This way we can provide a more affordable option for some after hours support without overly disturbing the rest of our staff.

    The problem I'm having is in finding a way to configure Kaseya to hold that email back and send it at 5:00am when we want the notification to hit staff. Any thoughts on this? I don't want to disable monitoring as we do go back into the auto-closed tickets to see history as well, and turning off monitoring for those clients would hide events.

  • This is absolutely possible - our RMM Suite handles this.

    Three customer types - Standard (9-5), Extended (6a-10p), and Full coverage. Multiple Extended classes are supported with individual start/end times to accommodate users in different time zones, but we just use the basic 3 internally.

    The help-desk hours of operation are defined, along with the alert priority. We set this to "2" so P1 and P2 events are alerted. The standard Kaseya holidays are also defined to indicate when the help-desk is closed on an otherwise normal day.

    When an alert arrives, if it is P2 or higher, it's eligible for notification. Based on the current time, day, and holiday data, we determine if the help desk is staffed. If it is, the alert is marked as ineligible for AfterHours Notification, otherwise AfterHours Notification is enabled. We then check the current time against the customer coverage time, clearing the AfterHours Notification status if it's outside of coverage hours.

    At this point, an email is sent to the after-hours distribution list so the team is aware of a potential high-priority event. This notice goes out 24/7 and includes the NOC and operations management team.

    If AfterHours Notification is still enabled, we do one of two things depending upon the service subscribed -

    1. We send an email to the OnPage service - this will notify the primary on-call. If they don't respond or decline, it notifies the backup on-call. If neither tech accepts the page, the on-call manager is paged.

    2. We use a voice notification service to send a generic message to an answering service, who then call the primary on-call and escalate as necessary. This is where the High-Priority FYI email is useful - the tech simply scans for the email to associate with the call. The voice message is something like "This is ABC Technology - a priority alert has been detected for <customer>. Please alert the on-call team."

    All of this is done using Service Desk. You can "roll your own" using our Multi-Tool, which provides all of the advanced time calculation functions.

    Glenn

  • How are you determining if the help desk is staffed? I'm already using the if statement for checking coverage, I don't see one that would look to be checking for if there's anyone logged in to Kaseya, or if there's other global coverage in play.

  • BTW - for clients that aren't full coverage, if an event arrives outside of coverage, we put a flag in SQL. Each morning at 6am, we run a stored procedure that will send an early morning alert to the on-call if the flag is set, clearing the flag at that time. We only set one flag and send one alert regardless of how many "out of coverage" alerts arrive. The on-call person knows to look for all overnite events.

    Glenn

  • We define some SD variables - HD Weekday Start/End, and HD Weekend Start/End. The Multi-Tool has a "time-in-time-range" function that will return true if the current (or specified) time is within a start/end period. If it returns false, the help desk isn't staffed. We do multiple tests to handle weekday/weekend checks. It's a bit more complex than you might first think since the "weekend" coverage starts at 5pm Friday and ends at 8am Monday. Thus, you're checking for Friday after 5pm, Saturday, Sunday, and Monday before 8am. Not too difficult once you think of it that way.

    I and some other management staff log in at odd times, so we would not base help desk staffing on whether someone was simply logged onto Kaseya.

    The Multi-Tool for service desk adds 60 functions that make time calculations, string manipulation, and other tasks easy for just $299.

    Glenn