How Obkio Network Performance Monitoring Optimizes MSSP SD-WAN & Firewall Services: EcoSysIP Case Study

In the competitive market of Managed Security Service Providers (MSSPs), the security aspect of network management takes the central stage, while network performance monitoring is indispensable in maintaining operational integrity.

However, the relentless pursuit of efficiency is at the heart of every MSSP's mission. With often lean and agile teams, having the right tools to execute tasks swiftly and effectively is the cornerstone of sustainable business growth in a competitive market.

Daniel, CEO and Senior Solution Architect at EcoSysIP, emphasizes the notion that leveraging cutting-edge network monitoring solutions is instrumental in achieving operational efficiency. He underscores the positive impact of Obkio in enabling EcoSysIP to support a larger client base with a leaner team:

This shows the essence of efficiency-driven growth within the MSSP business landscape. Through this case study, we'll delve into how Obkio not only minimized operational expenses and helped EcoSysIP to improve end-user experience but also unlocked new avenues for expansion and scalability.

Since 2011, EcoSysIP has been a leading provider of integrated IT solutions, specializing in IT security and cybersecurity in Montreal and across Canada. Catering to SMBs, large corporations, educational institutions, and government bodies, EcoSysIP offers more than just a range of products – they provide clients with a complete and integrated service, thus creating a unified and secure ecosystem.

Managed Security Service Providers (MSSPs) work in a changing environment with challenges that need skilled handling and innovative solutions. These challenges cover the complex field of enterprise network management, particularly within co-managed SD-WAN environments in this case study.

Without a proper MSSP network performance monitoring solution, it's easy to overlook subtle issues that can affect performance. Even though the system might appear to be working fine, there could be intermittent problems that significantly impact the end-user experience. Daniel mentioned this challenge by recounting a scenario where a client's SD-WAN network had issues that were hard to detect before having Obkio’s network monitoring tools in place:

"It happens that, after deploying Obkio, we discover that an Internet connection was often congested or that a client's firewall was slightly undersized, leading to packet loss."

When not immediately addressed, such issues can significantly impact the network performance. Thus, the ability to quickly identify and troubleshoot these issues becomes paramount to maintaining operational efficiency and client satisfaction.

Effective troubleshooting poses additional hurdles for MSSPs, particularly when engaging with clients who lack technical expertise. Traditional monitoring tools often fall short in providing comprehensive visibility and root cause analysis for network issues. Daniel elaborated on this limitation, highlighting the limits of standard monitoring tools:

In the world of MSSPs, user experience is quite similar to when you are visiting an auto shop to get tires changed for your car: it doesn’t matter which tools a mechanic uses as long as the job is done professionally and on time. MSSP clients are a lot like this, they value efficient and effective network management solutions, regardless of the underlying technology.

Recognizing this parallel, the team at EcoSysIP made a strategic decision to integrate a modern and reliable network monitoring solution like Obkio into their service offering.

Additionally, this pivotal choice was driven by the pressing need for comprehensive visibility and proactive issue resolution within co-managed SD-WAN environments.

The seamless integration of Obkio's solution into EcoSysIP's operations brought immediate benefits, optimizing their approach to network management. By deploying Obkio’s Monitoring Agents at key network locations, EcoSysIP gained holistic insights into network performance and key network metrics, transcending the limitations of traditional monitoring tools

The integration of Obkio into EcoSysIP's service offerings marked a significant turning point, generating many benefits and achievements across various aspects of their operations. These achievements can be put into three main areas of impact.

Let's delve into each of them:

With the integration of Obkio's network monitoring solution, the EcoSysIP team has gained the ability to swiftly pinpoint problematic sites and effectively address any issues that arise. This seamless integration of monitoring capabilities has not only enhanced their ability to troubleshoot network issues but has also allowed them to optimize network performance for business clients, ensuring seamless operations and enhanced user experiences.

By deploying monitoring agents at strategic network locations, EcoSysIP attained end-to-end from LAN to WAN visibility into network performance. This comprehensive oversight empowered EcoSysIP with the insights needed to make informed decisions regarding updates and infrastructure enhancements.

Considering a scenario where EcoSysIP worked with a client to design and implement their SD-WAN network, which is currently being co-managed. Through the strategic deployment of monitoring agents that continuously exchange synthetic traffic every 500 milliseconds to track network performance across all network locations. This proactive approach not only enhances their comprehension of the current state of network health but also ensures minimal strain on network resources.

By leveraging synthetic traffic rather than real user data, they strike a delicate balance between monitoring efficacy and resource preservation, a crucial consideration in maintaining the integrity and security of network monitoring, which lies at the core of EcoSysIP's MSSP services.

When speaking with EcoSysIP, our team asked them for an example of a situation where Obkio’s tool came in handy. Daniel explained that Obkio was indispensable in helping them optimize and expedite the SD-WAN troubleshooting process for their customer.

In one situation, Daniel received multiple alerts from Obkio’s app through the Microsoft Teams integration. After investigating, he immediately discovered high amounts of packet loss in their customer’s network, surpassing the acceptable thresholds. From EcoSysIP’s point-of-view, the firewall performance looked fine, but the packet loss amount was so high that they knew they had to look into this.

By drilling down further into Obkio’s dashboards, EcoSysIP discovered that their customer’s HA (high-availability) load balancing system was experiencing some serious issues. Their customer used a two-firewall setup that usually balances traffic from the primary to the secondary firewall every once in a while.

In this case, the load balancing kept switching the traffic from the primary to the secondary firewall consistently in a loop, which led to some major packet loss. Other monitoring solutions may have claimed that the firewalls were working perfectly while missing the load-balancing issue.

“Thanks to Obkio's early detection, we were able to quickly take control of this issue and return to normal.” Daniel explained. "Proactive issue identification empowered technicians to swiftly drill down to the root cause of network problems, thereby expediting resolution."

With Obkio, EcoSysIP could then promptly assign the required resources to address the issue, effectively mitigating the potential consequences of what initially seemed like a minor incident. This streamlined approach to troubleshooting not only minimized client downtime but also bolstered EcoSysIP's reputation for responsiveness and reliability.

Perhaps most significantly, the integration of Obkio's solution resulted in substantial operational cost savings and enhanced scalability for EcoSysIP.

It's crucial to recognize that salary expenses are frequently underestimated since they are typically included in the budget. However, for sustained business growth without the need for continual hiring and managing larger teams, employees must maintain high levels of efficiency and productivity.

The key to achieving this lies in optimization - finding ways to maximize the return on existing investments. Daniel emphasizes the importance of leveraging the current resources of their MSSP business effectively:

“However, as soon as a diagnosis is launched on a site, the savings made on employee work time quickly offset the cost of the service. When our technicians are not doing support, they can work on other projects billed at a high hourly rate. It's a simple calculation: the tool pays for itself.”

Proactive network monitoring facilitated by Obkio enabled EcoSysIP to allocate resources more efficiently, allowing employees to focus on high-value, profitable projects. Additionally, the accessibility of monitoring data to level 1 and 2 technicians reduced reliance on level 3 support, further optimizing resource utilization and scalability.

This newfound efficiency not only bolstered EcoSysIP's bottom line but also positioned them for sustained growth and success in the competitive MSSP landscape.

The integration of Obkio's network performance monitoring solution not only streamlined operations for EcoSysIP but also provided tangible benefits for their end customers, enhancing service quality, reliability, and overall satisfaction.

1. Improvement of Service Quality:

By proactively identifying and resolving network issues, EcoSysIP elevated the quality of service delivered to their end customers. The early detection capabilities of Obkio's proactive monitoring approach minimized downtime and operational disruptions, ensuring uninterrupted access to critical services and applications.

This commitment to service excellence fostered trust and loyalty among EcoSysIP's clientele, positioning them as a trusted partner in navigating the network’s security and performance.

2. Ability to Anticipate Problems:

Obkio's solution empowered EcoSysIP to anticipate network problems before they escalated, enabling proactive mitigation strategies and preemptive action. By addressing potential issues before they impact end customers, EcoSysIP enhanced reliability and uptime, instilling confidence and peace of mind for their clients.

This proactive approach to network management not only minimized disruptions but also underscored EcoSysIP's dedication to delivering unparalleled value and support to their clients.

3. Simplification of Communication:

The intuitive visualizations provided by Obkio's Chord Diagram and Dashboard Widgets simplified communication between EcoSysIP and their end customers, facilitating clear and concise explanations of network performance and issues.

By sharing Obkio's portal view with their customers in Co-Managed service scenarios, EcoSysIP was able to provide clear and concise explanations of network performance and issues, fostering better collaboration and understanding with their customers.

Through this partnership, EcoSysIP has achieved significant time savings, allowing them to allocate resources more effectively and focus on high-value tasks. The inclusion of Obkio's monitoring capabilities in their service offering has enabled EcoSysIP to deliver faster, more proactive troubleshooting, thereby increasing customer satisfaction and loyalty.

Moreover, the integration of Obkio has empowered EcoSysIP to scale their business without a proportional increase in internal resources. By serving a larger customer base with a higher level of efficiency, EcoSysIP has solidified their position as a leader in the MSSP landscape.

Furthermore, the reduced reliance on level 3 technicians in the support process has freed up additional resources, enabling EcoSysIP to allocate talent more strategically and drive further innovation.

In conclusion, Obkio has played a pivotal role in creating a solid ground for growth for EcoSysIP. As they continue to harness the power of Obkio's network monitoring solution, EcoSysIP is poised to further expand their reach, enhance their service offerings, and cement their reputation as a trusted partner in the ever-evolving realm of Managed Security Service Providers.

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