Pavel's five engineers give each client a separate, sealed space, record planned work as it really happened, and get one Telegram alert at 2 a.m. instead of forty.
MSP / IT service provider
Pavel runs a small IT company that looks after other companies’ computers and servers (an MSP, a managed service provider). He has five engineers and five clients, among them a law firm and a chain of bakeries. Until now all clients sat in one tool, told apart by a label on each record. Once a mistyped label showed the law firm’s server list to the bakeries’ manager. Pavel wants clients strictly separated, without running five copies of the software.
Anna is on call. The law firm phones: their document system is down, and a court filing is due tomorrow. At the same moment, planned work on the bakeries’ order database is about to start. Anna needs both pictures at once, never mixed, and with no chance of sending one client’s screenshot to the other.
In AverDesk every client is a separate organization with its own database (IT people call this multi-tenancy). The law firm’s data cannot show up in the bakeries’ space. AverDesk staff have no access inside any of them. Anna is invited into the clients she serves and is paid for once, not once per client. Pavel decides who sees which equipment (teams) and who may do what (roles). What a person may not see is simply hidden, and if someone hits a closed door, the message explains why.
The bakeries were told: database work from 22:00 to 23:00. The work really started at 22:15 and ended at 23:40. AverDesk keeps both the promised and the real time. It knows what depends on the database, so the client’s status shows which services were affected and for how long: online orders yes, the shop tills no. On the map the database wears an orange ring during the work, and the law firm’s broken system wears a red one.
At 2:00 the law firm’s system fails again. Anna’s phone buzzes once in Telegram. Alerts can go to the app, to email or to Telegram, and Pavel sets them per client, per team and per person. If the same alert repeats, it is muted, so Anna gets one message instead of forty copies. She fixes the problem and goes back to sleep.
At the end of the month Pavel opens each client in turn: how many faults, how fast the team answered, how fast it fixed them (manager statistics). Nothing from the law firm appears in the bakeries’ report. At the Monday meeting nobody asks “wait, which client was that?” any more.
