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Upperhill Nairobi


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Cloud Solutions

Cloud solutions, also known as cloud computing or cloud services, deliver IT resources on demand over the Internet. Cloud service providers such Amazon Web Services, Microsoft Azure and Google Cloud Platform can deliver everything from applications to data centers on a pay-for-use basis to their subscribers. With cloud solutions, IT resources can scale up or down quickly to meet business demands. Cloud solutions enable rapid access to flexible and low-cost IT resources without large upfront investments in hardware or time-consuming installation and maintenance. Businesses can provision exactly the type and size of computing resources they need to power a new initiative or operate their IT departments more efficiently.

A Managed Services Provider (MSP) typically provides an array of IT services for their customers. While a traditional value-added reseller (VAR) operates on a transactional and short-term basis (such as around a hardware/software purchase and deployment), MSPs typically forge long-term partnerships with their customers over annual, or multi-year periods, and receive recurring income for continuous services. While any type of customer may seek out an MSP depending on their needs, MSPs commonly serve small to mid-sized business which may be understaffed, with some organizations lacking an in-house IT staff altogether.

Managed Services Versus Break/Fix
MSP contracts generally fall into two broad categories:

Managed Services
A customer “rents” the MSP’s service on a monthly basis to maintain various systems and provide consultative services. Often, any “fixes” applied under this contract (hardware, software, security incidents, etc.), will be covered under this contract, at least up to a certain level, as specified in the SLA. Pause/Repair
The customer continues her MSP’s service even if something goes wrong, hardware related, misconfigurations, other issues that cause operational disruption, security incidents or breaches. Under this retainer agreement, MSPs will be available when a break/repair event is triggered and will receive additional compensation for working hours and hardware replacement.

Why do businesses rely on MSPs?
As demand for IT skills continues to grow and supply becomes increasingly scarce, MSPs help clients scale to meet new initiatives (such as software deployments) without adding staff or requiring training. We can provide valuable support to help you. MSPs can also provide specific skills in required technology areas. Additionally, MSPs typically have experience across diverse environments so can provide valuable expertise when it comes to tackling a challenge, or in vetting possible solutions.

An MSP can help at any stage of a customer’s IT lifecycle, including:

  • IT policy and program creation
  • Scoping / evaluation potential IT solutions
  • Solution implementation
  • IT operations, network, and security performance monitoring

Some common services MSPs may implement and/or manage for a customer include:

  • Helpdesk support
  • Network and application monitoring/management
  • E-mail
  • Storage
  • Business Continuity and disaster recovery
  • Hardware repair
  • Software installation, updating, and patching
  • Configuration management and optimization

IT security

MSPs may provide a broad or focused service offering. While MSPs increasingly offer more than basic cybersecurity services, organizations that require highly specialized security services (identity and access management, privilege management, etc.), frequently turn to an MSSP (managed security services provider).


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Melbourne, Australia
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