As a telecom carrier, we’re well aware that MSPs have historically kept telecommunications carriers at bay, and we remember the reasons why. Carriers have earned a reputation in the IT sector as being slow to respond, lacking support offerings, and disinclined to take responsibility when issues arise.

Yet MSPs are still often left to deal with the repercussions of poor connectivity in a world where an internet connection is a critical asset. Organizations rely on connectivity more than ever, whether that’s for cloud platforms, data center connectivity, or interoffice communications over multiple sites. In this age of AI, IoT, and edge computing, few applications function without a robust, consistent, high-speed connection. This is true of apps ranging from Microsoft 365 to large language models (LMMs), to dev ops tools, to CAD software. When connectivity fails, even when an MSP isn’t involved in the carrier relationship, end-users will call their MSP for the fix. They rarely distinguish between the carrier and the MSP who provides the technology.

Because MSPs take the fall when things don’t run smoothly, they should take ownership of their customers’ connectivity and ensure it’s a well-tended, high-quality, multifunctional offering. That requires a partner who will work as hard as they do to support the ongoing success of the end-user.

A partnership model is emerging that addresses past pain points associated with telco carriers. In what’s being called the “Carrier Evolved” model, the carrier works in tandem with the MSP, providing tailored services, extensive support, and a reliable, secure, and optimized environment for the end-customer. This shifts the carrier/MSP paradigm from a simple transactional fare to a practical alliance built on collaboration, shared goals, transparency, simplicity, and accountability.

Keith White

Capitalizing on Fully Managed Connectivity

Many MSPs of today aren’t averse to offering connectivity services, but they’re often gun-shy from working with telcos who aren’t dedicated to the MSP’s customers. Traditional carriers have been known to provide a “best effort,” one-size-fits-all internet plan and then wash their hands of the relationship, leaving MSPs to work through a slew of support tickets and wait in queues if anything goes askew. An evolved carrier will provide high performance connectivity along with monitoring management and ongoing support that reinforces the MSP’s proposition and helps them deliver more secure and capable computing environments, without duplicating any of the MSP’s services.

Ideally, a Carrier Evolved relationship should include:

• Real-Time Monitoring -- a Carrier Evolved offering should involve a 24/7 network operations center (NOC) support that actively monitors and manages each connection. Issues can often be flagged by the carrier before the MSP even becomes aware.
• Proactive Support -- The carrier should provide white glove services such as dedicated representatives and network connectivity experts to collaborate as-needed, working in coordination with the MSP. This creates a seamless channel experience that legacy carriers have not previously delivered.
• Layer 2 segmentation and network control -- your customers may not need more security tools, they may only need better access control. Carrier Evolved services can offer segmentation at the network level, to isolate traffic for different applications or departments (e.g., human resources, finances, customer records).
• Intelligent design -- Legacy carriers rarely tailor offerings to MSP deployment needs. It’s common for carriers to simply do a cold circuit hand-off. A smart network architecture can improve performance, security, and operational efficiency.
• Integrated security -- Embedding access control, segmentation, and monitoring the carrier layer can add protection without requiring additional appliances or software. Layer 2 segmentation also enables easier compliance management for highly regulated markets like healthcare, finance, and government.

How Carrier Evolved Benefits MSPs

By adopting more reliable, functional, and well-supported carrier services, MSPs can dramatically reduce instances of latency, outages, downtime, and labor associated with traditional (often sub-par) connectivity, creating more consistent and high-quality IT environments. Evolved carrier services enable margin growth and enhance customer relationships for MSPs. A Carrier Evolved strategy helps MSPs create a more scalable, resilient, and profitable overall solution, giving them control over the quality of their customers’ connectivity and positioning the channel partner as a trusted IT advisor.