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TechValidate Research on PacketTrap MSP

These pages present data that TechValidate has sourced via direct research with verified customers and users of PacketTrap MSP. TechValidate stands behind the authenticity of all published data. Learn more »



247 Customers Surveyed

2,220 Data Points Collected

25 Published TechFacts

29 Published Charts

11 Published Case Studies



Selected Research Highlights


PacketTrap Solution Delivers

PacketTrap does not require oodles of time configuring and scripting — the default configuration works well for us in most cases. We wanted something that would dramatically speed up onboarding of new MSP clients, and PacketTrap has given us that.

Operations Manager, Medium Enterprise Professional Services Company

On-Site “add-on” requests

What is the most common “extra” task you’re asked to complete by clients during an on-site visit?

Security issues – Check PC or server for a virus: 6%
User workstation performance issues – Browser is running slowly: 26%
Hardware issues – Monitor issues, printer is down: 11%
General IT management – A user can’t log in, desktop configurations need to be fixed, a new software update needs to be pushed: 36%
network management issues – Bandwidth problem or router/ switch issue: 18%
Other: 3%

Reduced Cost of IT with Quest PacketTrap MSP

Remote access is very important. Quest PacketTrap MSP allows us to help customers right away without having to schedule onsite time.

IT Professional, Small Business Computer Services Company

Case Study: Small Business Computer Services MSP

Introduction

This case study of a small business computer services company is based on a May 2010 survey of Quest PacketTrap MSP customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

  • Solved the following challenges for their customers by using their Quest PacketTrap MSP:
    • Ability to monitor servers
    • Ability to monitor routers, hubs & switches
    • Traffic monitoring and alerts
    • Reporting

Use Case

  • Monitors 125 servers, desktops, laptops, and other devices.
  • Use ConnectWIse for Professional Service Automation (PSA) today.

Results

  • Rated their overall satisfaction with their Quest PacketTrap MSP as satisfied.
  • Loaded their Quest PacketTrap MSP and started monitoring in 120 minutes.
  • Recommends their Quest PacketTrap MSP to other MSPs for the following reasons:
    • Ease of use
    • Functionality and features
  • Outperforms other remote network management solutions in the following areas:
    • SNMP traps/MIB importer
  • Selected their Quest PacketTrap MSP for the following reasons:
    • Technology offered increased value/efficencies for current customers
    • Product features and functionality

Case Study: Small Business Security Products & Services MSP

Introduction

This case study of a small business security products & services company is based on a April 2010 survey of Quest PacketTrap MSP customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

  • Solved the following challenges for their customers by using their Quest PacketTrap MSP:
    • Ability to monitor servers
    • Ability to monitor routers, hubs & switches
    • Traffic Monitoring and alerts

Use Case

  • Monitors 250 servers, desktops, laptops, and other devices.
  • Use Autotask for Professional Service Automation (PSA) today.

Results

  • Rated their overall satisfaction with their Quest PacketTrap MSP as satisfied.
  • Loaded their Quest PacketTrap MSP and started monitoring in 60 minutes.
  • Recommends their Quest PacketTrap MSP to other MSPs for the following reasons:
    • Ease of use
  • Outperforms other remote network management solutions in the following areas:
    • Customer portal to ticketing
  • Selected their Quest PacketTrap MSP for the following reasons:
    • Price

Time by Industry to Get Running with Quest PacketTrap

Approximately how fast (in minutes) were you able to load the software and begin to start monitoring and resolving network problems?

Average Response by Industry:

Computer Services
83 minutes
Professional Services
130 minutes
Security Products & Services
35 minutes
Telecommunications Services
53 minutes
Overall Average
82 minutes


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About PacketTrap MSP

Dell Software PacketTrap MSP (Managed Service Provider) is a purpose-built robust and affordable platform to monitor your customers in a secure, customized environment for your business.

  Dell Software Website