We are thrilled to announce that Inbay SL, an independent subsidiary of Inbay UK, has been selected as a contender for the prestigious SLASSCOM Awards 2023. This recognition reflects our unwavering commitment to delivering exceptional managed services and cutting-edge solutions in the MSP industry.
With over a decade of experience, Inbay SL has been operating in Sri Lanka under various brand names and has been at the heart of Colombo since 2019. As a Vendor to Managed Service Providers (MSPs), we offer a comprehensive range of white-label services, including Network Operations Centre (NOC), Dedicated Tech, Service Desk, RMM Services and Project Services to MSPs worldwide.
Our accomplishments speak for themselves. We currently manage thousands of devices, including workstations, network devices, and servers, through our 24/7 operational NOC. Additionally, our Service Desk partners with thousands of users/tickets, and we have successfully partnered with over 40 MSPs with our Dedicated Techs. Our extensive portfolio also encompasses various project works, showcasing our versatility and expertise.
At Inbay SL, we prioritise service excellence and adhere to the ITIL framework and industry-standard security and privacy compliances. Our Tier 1 team is responsible for monitoring, triaging, ticket creation, and escalation to ensure prompt issue resolution. Tiers 2 and 3 focus on troubleshooting and fixing issues, including coordinating with vendors and third parties. We consistently measure our NOC service delivery through Engineer KPIs, ensuring we meet and exceed set SLAs (Service Level Agreements).
Our commitment to technology-driven solutions sets us apart. We introduced the Consolidation module for our partners to streamline processes and enhance efficiency. This module enables seamless onboarding/offboarding of sites and devices, automating communication and billing updates. We have integrated our Partner’s RMM and PSA tools, eliminating the need for manual ticket creation and synchronisation, resulting in significant time savings. The Ticket Workbench empowers our engineers to efficiently manage and assign tickets, reducing average handling time from 49 minutes to just 22 minutes.
Moreover, our unique platform allows us to capture, monitor, and action alerts generated from our Partner’s RMM using Azure functions. By prioritising and customising alert monitors, we swiftly address critical issues, ensuring optimal performance. Our advanced technology stack includes Nest.js and Quasar for backend and frontend development, respectively, while data is stored and managed using MongoDB Atlas. Azure services such as Azure Functions, Azure Web PubSub, Azure AD, Azure Insights, Azure Logic Apps, Azure Git, and Azure DevOps power our infrastructure, facilitating seamless automation, real-time data communication, user management, log management, and more.
As we compete for the SLASSCOM Awards 2023, we remain committed to delivering innovative solutions and exceptional service to our valued MSP partners. We extend our gratitude to our dedicated team, partners, and clients who have supported us throughout our journey.