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In today’s fast-paced digital world, Managed Service Providers (MSPs) face constant pressure to deliver seamless IT services. Downtime is not an option. Clients expect immediate responses and swift resolutions, regardless of the hour. This is where a round-the-clock IT support system becomes a game-changer. A 24/7 service desk is no longer a luxury; it’s a necessity for MSPs aiming to scale operations and maintain client satisfaction. Why Round-the-Clock IT support matters fo

What is AI Triage? In a Helpdesk context, AI triage is the use of artificial intelligence to assess, categorise, and route incoming tickets into their correct status before a human engineer ever touches them. This allows tickets to almost immediately be categorised correctly and treated as such. Think of it like a highly trained first responder. When a ticket lands, AI triage reads it, understands the issue, determines urgency, assigns the right category, and routes it to the

We’re pleased to announce our integration with SuperOps, enabling MSPs to seamlessly extend their Helpdesk capabilities with Uptime. How the Integration Works With this integration, MSPs using SuperOps can assign tickets directly to Uptime while keeping full ownership within their own platform. All tickets continue to live in SuperOps, ensuring: • Your branding remains fully intact • Customer communication stays within your platform • Reporting and visibility remain under you

For many Managed Service Providers (MSPs), outsourcing the Helpdesk is a strategic step toward scaling operations. It promises increased capacity, reduced internal pressure, and improved service coverage. However, one concern consistently rises to the surface when MSPs consider this move: quality. Not all Helpdesk providers are created equal. While many outsourcing solutions focus on lowering costs or increasing ticket throughput, these metrics alone do not define success for

We’re proud to share that Uptime has been shortlisted for three prestigious honours at the Network Group Awards 2026. This recognition highlights both our commitment as a business and the exceptional contributions of our team. Our Shortlist Nominations This year, Uptime has been recognised in the following categories: Partner of the Year (Sub £20M) Channel Champion of the Year - Bradley Munday Account Manager of the Year - Natalie Deeks Being shortlisted across bot

Remote work has become the norm for many businesses. For MSPs serving clients whose teams span different geographies or time zones, enabling remote work is often a necessity. But supporting remote teams also introduces real security challenges. When employees connect from home networks or use personal devices, the traditional corporate security perimeter disappears. That makes it easier for attackers to exploit vulnerabilities. In this post we look at the risks of remote work

Outsourcing Helpdesk and Network Operations Center (NOC) services has evolved from a cost-cutting measure into a powerful business strategy. Modern organisations rely on 24/7 uptime, secure networks, and responsive support, but maintaining all this in-house is expensive and resource heavy. Partnering with a trusted outsourcing provider turns IT support from a challenge into a competitive advantage. Why Businesses Are Turning to Outsourced Helpdesk & NOC Services Companies a

As we begin 2026, the IT hiring market is undergoing rapid change. For MSP leaders, understanding this transformation is essential not just to fill seats, but to ensure the right skills are in place to deliver high-value services and sustainable growth. Macro hiring data, talent shortages in key technology areas, and the rise of AI are redefining how MSPs attract, retain, and deploy talent. The old “war for talent” is evolving into a more nuanced battle for specialised skills

As 2026 gets underway, the Uptime team will be on the road attending some of the most valuable events in the managed services and IT channel space. Over the next few months, we will be joining industry peers, partners and vendors across the UK and the US to learn, share insights and strengthen relationships. From MSP-focused networking events to hands-on cybersecurity training and large-scale industry conferences, here’s where you can expect to see us in the first part of the

In 2026, managed service providers (MSPs) face a cyber threat landscape more complex and aggressive than ever. Traditional malware continues to evolve, converging with AI-driven attacks, while emerging technologies expand attack surfaces. To stay ahead, MSPs need a forward-looking approach to risk and defence. Here’s what to watch and how to protect your clients. 1. AI-Powered Phishing & Deepfake Attacks Phishing remains a top entry point for cybercriminals, but generativ

For many Managed Service Providers (MSPs), growth is the goal, but also the biggest risk. Scaling too quickly without the right operational foundation can strain your team, lower service quality, and put client relationships at risk. It’s one of the toughest balancing acts in the MSP world: how to take on new clients and expand your service footprint while still maintaining the same level of responsiveness, reliability, and personal touch that got you there in the first place

New from Uptime: VIP Contacts are now available for all Unlimited Helpdesk clients, giving your most important users faster responses, higher visibility, and dedicated "white-glove" support from our service desk experts. What Are VIP Contacts? VIP Contacts is a new feature in Uptime's Unlimited Helpdesk , specifically designed for Managed Service Providers (MSPs) who want to prioritise their most critical users. When a VIP logs a support ticket, they are automatically u

The Managed Service Provider (MSP) space is more competitive than ever. With clients demanding 24/7 coverage, rapid response times, and expertise across multiple technologies, MSPs must keep their teams lean, skilled, and scalable. Traditional MSP hiring often can’t keep up — it’s slow and expensive. That’s where staff augmentation comes in. For forward-thinking MSPs, staff augmentation isn’t just a hiring alternative; it’s a strategic advantage that enables faster MSP

Did you know that nearly a quarter of small and medium enterprises (23%) have ended their relationships with Managed Service Providers due to poor customer service? In fact, the average annual churn rate for MSPs sits at around 12%, reflecting just how critical client retention has become in today’s competitive landscape. For any Managed Service Provider, client retention is just as important as acquiring new business. Churn often occurs when customers feel neglected, left

In today’s fast-paced IT support landscape, helpdesks face the dual challenge of meeting high service expectations while keeping...

Growing a managed service provider (MSP) often means taking on new clients, navigating complex environments, and juggling support volumes...

The Uptime Live event is returning on September 25, 2025, at a brand-new venue, The May Fair Hotel in London. Set to elevate the standard once again for the Managed Service Providers (MSPs) community. With keynote speaker Frank Bruno, 12 exhibiting sponsors, and 220 attendees expected, Uptime Live 2025 will deliver real, practical value and again without the sales pitches. Following the success of last year's launch, Bradley Munday, Jason Kemsley, and the Uptime team are ba

If you're running a Managed Services Provider (MSP) in 2025, chances are you’ve already felt the pinch of the growing tech talent shortage. At Uptime, we’ve seen this firsthand. We support MSPs across the globe who are struggling to find and retain experienced Helpdesk technicians, NOC engineers, cloud architects, and cybersecurity specialists. Whether you’re trying to scale your team or simply maintain service levels with limited internal resources, attracting the right tale

Overview of NI Changes: The April 2025 changes to Employers’ National Insurance Contributions (NICs) introduced a dual challenge for businesses: a higher contribution rate and a significantly lowered earnings threshold. Together, these measures have expanded the portion of employee wages subject to employer NICs, driving up payroll costs across sectors. What changed for the National Insurance in the UK? The Chancellor’s spring budget confirmed an increase in Class 1 Natio

First things first, in order to grow existing clients, your MSP should be in a position to handle ‘more’. The business and team should be poised to absorb additional service consumption and be confident that delivery of these services will continue to run at the same standard your clients have grown to love. Growing client spend is one of the fastest and most cost-efficient routes to scaling your MSP, get it right and watch the revenue trajectory rise but, get it wrong and ri