MSP

Multi-client incident escalation for managed service providers

Run separate alert pipelines per client without spinning up separate accounts. Each client gets its own recipient pool, escalation chains and audit timeline, all scoped under your MSP umbrella.

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Per-client scope Branded recipients Audit per client

Day in the life

  1. 02:14
    Client A · monitoring
    Disk filling on backup server · severity warning
  2. 02:14
    WardenPoint
    Telegram to MSP on-call · email to client primary
  3. 02:31
    MSP shift lead
    Acks · runbook 'rotate backup' kicks off
  4. 03:02
    WardenPoint audit
    Resolved · per-client report exports clean

Where MSPs hurt

MSP pain — and what we change

The three complaints from MSPs running fragmented per-client alerting.

Tooling per client

Each client demands its own PagerDuty or ServiceNow seat. Costs scale linearly with clients, not with engineers.

Fix

One WardenPoint account, many recipient groups. Per-client labelling and audit, one bill.

Branding and segregation

Some clients want their MSP visible; some want WardenPoint visible; some want neither. Hard to do per-tenant.

Fix

Per-recipient sender ID and template branding. Audit data stays per-client without cross-talk.

Reporting across clients

Quarterly reports require manual export-merge from each tool to show the client what we caught and fixed.

Fix

Structured audit log per company UUID. CSV export filters by client out of the box.

Escalation policy

Recipe: tiered MSP shift escalation

Most MSPs run a tier-1 shift, a tier-2 specialist and a client-facing escalation. WardenPoint maps that 1:1.

  1. 1
    At minute
    0:00

    Tier-1 shift on Telegram

    The on-shift T1 engineer gets a Telegram message. Most issues stop here.

    telegram
  2. 2
    At minute
    0:05

    Tier-2 specialist by voice

    If unacknowledged, the on-call specialist for the affected stack gets a phone call.

    voice_calltelegram_voice
  3. 3
    At minute
    0:15

    Notify the client primary

    Client primary contact receives a SMS or WhatsApp. Email confirms in writing.

    smswhatsappemail
  4. 4
    At minute
    0:30

    MSP shift lead by phone

    Final escalation to the shift lead. Their job is to triage staffing, not the technical fix.

    voice_call

Tools your clients run

Common monitoring stacks MSPs see

MSPs pull from whatever each client uses. WardenPoint normalises them.

Zabbix
Common in EU/CIS MSPs
Prometheus
Cloud-native clients
Uptime Kuma
Lightweight uptime
Webhooks
Anything custom
Sentry
App-error clients

What changes

What MSPs report after switching

Per-client billing clarity

Cost-bearing channels (voice, SMS) are tagged per recipient group. You can charge clients back accurately.

Shift-handover with audit trail

T1 → T2 → client escalations all leave audit lines. Shift handover reads from the same timeline.

Less per-client tool sprawl

One platform across clients reduces the maintenance burden of separate PagerDuty/Opsgenie/ServiceNow tenants.

MSP FAQ

Managed service provider questions

Yes — every dispatch records the recipient group UUID. CSV export filters by group, and the billing screen breaks down voice and SMS spend by group.
Free plan

Run one client's alerts on the free plan

Add a recipient group, wire one monitoring source, run a test escalation. Decide before you migrate the rest.

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  • Per-client recipient groups
  • Tagged audit per client
  • Cost-bearing channels billed transparently