ZPE and MSPs: a major challenge in IT network outages

Why MSPs still struggle with network outages

Despite the adoption of advanced monitoring, automation and remote management tools, many MSPs (Managed Service Providers) continue to struggle to manage network outages effectively.

The problem does not stem from a lack of tools, but from an often-overlooked dependency: in-band management.

A critical dependency on the network

The majority of tools used by MSPs rely on the network itself to function. VPNs, RDP and jump servers all require active connectivity.

When the network goes down—due to a routing issue, a firewall problem, an ISP incident or an authentication failure—these tools become inaccessible.

Teams then find themselves in a paradoxical situation: they are alerted, but unable to act.

Minor incidents that become critical

Even with high-performance tools, the lack of remote access makes incident resolution significantly more difficult.

What could be fixed in a matter of minutes turns into a prolonged outage. Teams must then organize an on-site visit, which causes further delays and increases the impact on customers’ business.

Costs and operational constraints

On-site visits remain a major constraint for MSPs. They involve:

• sometimes long travel times
• access constraints (security, time slots, escort requirements)
• significant mobilization of resources

These factors slow down incident resolution and increase operational costs, whilst putting pressure on SLAs and customer satisfaction.

The limitations of traditional tools

Adding more monitoring or automation tools does not solve this problem. As long as access to the infrastructure depends on the production network, MSPs remain vulnerable in the event of a failure.

The real question then becomes: how do you intervene when the network is no longer accessible?

A different approach with out-of-band

To ensure continuous access, it is essential to separate infrastructure management from the production network. This is precisely the role of out-of-band management, combined with an isolated management infrastructure (IMI).

ZPE Systems offers a comprehensive approach with its Nodegrid solution, which enables the rapid deployment of an independent, secure and centralized management architecture.

Management accessible even in the event of a failure

Thanks to this approach, teams can intervene even when the main network is unavailable. They retain direct access to the equipment and can act immediately.

This makes it possible, in particular, to:

• maintain console access even in the event of a WAN outage
• remotely reboot equipment, right down to BIOS level
• access infrastructure despite routing issues
• initiate remediation actions without waiting for on-site intervention

Towards more resilient infrastructure management

By separating management access from the production network, MSPs become more responsive, reduce service interruptions and improve their operational efficiency.

This approach not only reduces the need for travel, but also enables a better response to customers’ performance and availability requirements.

For more information, contact [email protected]