HEX64 has been the invisible NOC team for MSPs across the USA, UK, Canada, and Australia since 2016. You win the client. We monitor the infrastructure, triage the alerts, and handle the tickets. With our NOC Services for MSPs, your brand, your SLAs, your margin — our NOC operations running behind the scenes.
Your clients' servers, networks, firewalls, and cloud platforms monitored around the clock. Alerts validated and triaged before they become outages. Every incident documented in your PSA under your brand.
Every alert is validated, classified by severity, and actioned by our NOC team using your defined SOPs. Tickets created, updated, and closed in your PSA — in your format, under your name. Your clients see your helpdesk, not ours.
Escalations go to your team only when a validated incident requires it. SLA-aligned response targets, per-client escalation rules, and monthly NOC performance reports help your MSP prove value and retain clients.
Most MSPs hit the same ceiling: alert volume grows faster than the team can handle it, after-hours incidents land on engineers who are already stretched, and clients start expecting 24/7 response the MSP cannot consistently deliver without burning people out or adding headcount it cannot yet justify. HEX64 closes that gap. We operate as your dedicated back-end NOC team — monitoring your client environments, validating and triaging alerts, creating and updating tickets in your PSA, and escalating only the incidents that genuinely need your engineers. All of it runs under your brand, inside your tools, following your defined escalation rules and SOPs. Your clients experience seamless 24/7 coverage. Your team deals only with what matters. We have been delivering white-label NOC and helpdesk operations for MSPs across the USA, UK, Canada, Australia, and UAE since 2016. The model is built around one principle: you keep the client relationship and the margin. We keep the infrastructure running behind the scenes.
HEX64 acts as an extension of your MSP, delivering scalable, white-label IT expertise.
HEX64 integrates with your PSA, RMM, and monitoring platform — ConnectWise, Autotask, NinjaOne, Kaseya, PRTG, Site24x7, Datadog, or whichever tools your MSP already uses. No migration. No disruption to client environments. Integration and testing are completed before your first covered shift.
Before go-live, we document your client-specific alert thresholds, escalation matrix, ticket templates, and severity definitions. Every HEX64 NOC action follows your defined procedures — not a generic industry template. Your engineers review and sign off on all SOPs before we handle a single alert.
Our NOC team monitors your client environments 24/7, validates every alert against your defined thresholds, filters false positives, and classifies genuine incidents by severity. L1 triage is performed using your approved SOPs. Tickets are created and updated in your PSA with full diagnostic detail. You and your engineers are only notified when escalation is genuinely required.
When an incident needs your internal team, escalation is triggered per your defined escalation matrix — by severity, by client, by time of day. The ticket already contains alert source, initial findings, actions taken, and timestamps. Your engineer arrives with context, not questions.
Every month you receive a NOC performance report covering alert volume, response times, resolution rates, and recurring issue trends — per client, formatted to support your service reviews and QBRs. You see what is working, what needs adjustment, and what to show your clients as evidence of consistent, professional service delivery.
Why MSPs Choose HEX64 for NOC Operations
Our alert triage, ticket handling, escalation, and documentation processes were designed from the ground up to fit the MSP delivery model. We run white-label NOC operations natively — not a generic monitoring service adapted with extra steps.
ConnectWise, Autotask, NinjaOne, Kaseya, Datto, PRTG, Site24x7, Auvik, Datadog, Azure Monitor, AWS CloudWatch — HEX64 integrates with your existing stack. Your ticketing workflows, your alert routing, your escalation paths. Nothing changes for your clients or your team.
Most MSPs do not need a full-time in-house NOC team from day one. HEX64 offers after-hours coverage, weekend and holiday support, overflow NOC capacity during peak periods, and full 24/7 dedicated coverage — so you match the cost to the need and scale as your client base grows.
NOC performance reports delivered every month: alert volume by client, response times, SLA compliance, and recurring issue trends. Formatted to support your QBRs and service reviews. Branded as your reports. Your clients see your professionalism — not HEX64's.
Servers, networks, firewalls, switches, routers, cloud platforms (Azure, AWS, GCP), backup jobs, endpoints, and business applications — monitored around the clock for availability, performance, and security events. Coverage starts from day one of your engagement.
Every alert is validated against your client-specific thresholds to filter false positives and noise. Genuine incidents are classified by severity — P1, P2, or P3 — and actioned by our NOC team using your approved SOPs. L1 and L2 support handled within agreed scope before any escalation is triggered.
Incidents are logged, updated, and closed in your PSA — ConnectWise, Autotask, Kaseya, Atera, ServiceNow, NinjaOne, or your platform of choice. Every ticket carries full diagnostic detail, action logs, timestamps, and closure notes in your format, under your brand name.
When an incident requires your engineers, escalation is triggered per your defined rules — by client, by severity, by time of day. Your on-call engineer receives a notification with the ticket already populated: alert source, initial findings, steps taken, and current status. No unnecessary callouts. No missing context.
SLA-aligned response targets, severity-based escalation windows, and ticket update intervals configured per client account. Monthly NOC performance reports covering alert volume, response times, resolution rates, and recurring issue trends — formatted for your internal reviews and client-facing QBRs.
Start with after-hours or weekend coverage only. Add overflow capacity for peak periods. Scale to full 24/7 dedicated coverage as your client base grows. Coverage scope, shift hours, and escalation rules are agreed during onboarding and adjusted as your MSP evolves. No lock-in. No renegotiations.
