CASE STUDY · MANAGED SERVICE PROVIDER · US MIDWEST
8-person Ohio MSP cuts after-hours response from 3 hours to 18 minutes
How a regional MSP covered nights and weekends without technician burnout or hiring.
The challenge
The founder and two senior engineers were trapped in an exhausting 24/7 rotating on-call schedule. Critical night and weekend alerts were delayed by hours, risking client SLAs and burning out senior technical staff.
What we did
Zaivit integrated directly into their ConnectWise PSA and NinjaOne RMM in 4 business days. A named lead technician and backup took over night and weekend triage, executing vetted runbooks for server alerts, user lockouts, and emergency escalations.
The result
After-hours ticket response dropped from 3+ hours to 18 minutes with zero missed critical alerts. Senior engineers reclaimed their evenings and weekends, and the MSP grew by 6 new client accounts without hiring extra night staff.
“Zaivit gave my engineers their weekends back. Our clients get immediate, professional triage under our brand, and I sleep through the night knowing critical alerts are handled.”Director of Operations, Regional IT MSP, Ohio, USA