News | July 31, 2012

Continuum Enhances Its Service Desk With Live 24 x 7 Coverage And CRM Integration

Source: Continuum
Continuum Logo

WOBURN, MA – Continuum, a leading provider of remote monitoring and management (RMM) and business continuity solutions, announced today the expansion of its Service Desk offering to include live 24 x 7 end-user support and CRM Integration. The addition of round-the-clock coverage and complete caller information are the latest in a series of ongoing enhancements that reflect Continuum’s commitment to invest in sophisticated tools, skilled professionals and systems, resulting in a world-class and personalized caller experience both day and night for our partners’ clients – all at a low, fixed monthly cost.

In addition, to further the company’s cause of helping veterans find jobs (see “Introducing Continuum Veterans Foundation” press release), Continuum is directing a portion of its Service Desk revenue to the Continuum Veterans Foundation, which will provide financial support to non-profit organizations focused on helping veterans find employment. Continuum Managed Services is the primary donor to Continuum Veterans Foundation. The company will direct eight percent (8%) of all new revenue from its Service Desk offerings to the Foundation beginning today. Senators John McCain, John Kerry and Scott Brown have recognized and commended Continuum’s commitment to this important cause in an introductory video on the Foundation’s website:

Continuum’s expanded Service Desk offering includes a number of high-touch services that address increasing demand from the MSP community to provide their clients with a continuous, unified Service Desk experience. The key to a consistently positive caller experience is Continuum’s ability to deliver comprehensive end-user system information to the company’s

U.S.-based senior technicians who are skilled in both Level 1 and Level 2 support. This capability directly results in deeper, more informed technician insight that leads to faster and effective problem resolution for the end user. In addition, MSPs can choose a white-label service option where Continuum technicians function as representatives of the MSP partner or their clients on service calls. For more complex Level 3 service issues, Continuum Service Desk is seamlessly integrated with the company’s RMM platform and industry-leading Network Operations Center (NOC).  This NOC is staffed by more than 450 certified technicians, who are on call 24 hours a day, 7 days a week to remediate server or desktop service issues. To ensure a high-quality service experience for the end user, Continuum technicians coordinate all pending Level 3 issues with the NOC and maintain their assigned ticket as the primary point of contact until the issue is resolved to the end user’s satisfaction.

"Continuum’s Service Desk combines the technical expertise and customer service, responsiveness that is essential to ensuring that inbound help desk calls are handled efficiently and in a professional manner," said Denis Wilson, president, DWP Information Architects. "Their expanded Service Desk offering gives us the personalization and live 24 x 7 coverage needed to deliver enhanced services to our customer going forward."

“We surveyed many MSPs and uncovered a pent-up demand for outsourced help desk services from hundreds of survey respondents, but only if the service could combine the best of all worlds in terms of round-the-clock coverage, white label personalization, and ability to resolve the most complex Level 3 issues efficiently. All this must occur while ensuring the highest quality end-user experience and customer satisfaction,” said Michael George, CEO, Continuum. “Our partners pay a low monthly fixed fee that is a fraction of what it would cost them to build and staff their own help desks. We are able to do this because of our investment in technologies and the economies of scale derived from spreading our costs across tens of thousands of end users.”

“Today’s announcement fulfills our company’s higher purpose, as we will direct a portion of our Service Desk revenue to the Continuum Veterans Foundation. We believe it is very important to give back to the community we serve and have made helping veterans transition into the civilian workforce our cause. Returning military personnel have technical skills and leadership abilities that promise to serve their IT employers well,” added George.

Continuum’s Service Desk provides support for desktop operating systems including Windows and Mac OS X. The Service Desk also supports network connectivity issues, printing issues, general hardware diagnosis, email setup and configuration on mobile devices such as iPhones and iPads. The Service Desk also performs administrative tasks such as password resets, new user creations, and mailbox setups. Line of Business and proprietary software can also be supported. An After Hours only option is also now available.

About Continuum
Continuum provides a leading SaaS-based managed services platform that Managed Services Providers (MSPs) use to efficiently backup, monitor, troubleshoot, and maintain desktops, servers and other endpoints for small and medium-sized businesses. The comprehensive platform provides an intelligent Remote Monitoring and Management (RMM) solution, comprehensive 24 x 7 Service Desk and an advanced backup and disaster recovery (BDR) offering branded Continuum Vault – all integrated with an industry-leading Network Operations Center (NOC), delivering a single, unified managed services experience. The company currently employs more than 650 professionals worldwide, supports over 3,300 MSPs, and monitors more than a half a million endpoints. The principal owner of Continuum is Summit Partners (, a Boston based growth equity firm that has raised more than $14 billion in assets. For more information, please visit


SOURCE: Continuum