Lower Effort per Incident
Reduce repeated evidence gathering across customer support investigations.
AI operations intelligence
Investigate More Customer Incidents Without Scaling Manual Effort.
OpsRabbit helps managed service providers investigate technical incidents across customer environments, reduce repetitive troubleshooting, and improve service-delivery efficiency.
No need to replace your existing monitoring or helpdesk tools.
Engineers review findings, make decisions, and approve actions where required.
From Reported Problem to Reviewable Findings
- A customer reports checkout failures or a monitoring alert arrives.
- The investigation uses connections and permissions scoped to the customer environment.
- OpsRabbit gathers telemetry, configuration, deployment, and incident context.
- The service team reviews findings and recommended next steps.
- Approved workflow updates preserve evidence for escalation and service reviews.
Illustrative workflow. Available evidence and actions depend on the connections and policies configured for your environment.
More Consistent Service Delivery.
Standardize Investigation Workflows
Use consistent diagnostic steps and evidence summaries for service teams.
Reduce Escalation Overhead
Give engineers a clearer handoff and retain findings for service-delivery reviews.
Scope Access to Each Customer Environment
Use tenant isolation, tenant roles, resource-level grants, and on-prem or VPC deployment options to scope customer access. Agree the customer boundaries, credentials, data handling, and approval policy for your rollout.
Customer provisioning, cross-tenant reporting, and MSP-specific commercial requirements should be validated during evaluation.
Tenant Isolation →Access Controls →Deployment Options →Reduce the Work Behind Every Escalation
Customer-Specific Context
Scope the investigation to the customer service, symptoms, incident window, permitted connections, and relevant operating history. Keep customer boundaries explicit.
Consistent Diagnostic Handoffs
Give support and engineering a common structure: symptoms, evidence gathered, likely causes, gaps, and recommended next steps. Reduce repeated context gathering between service tiers.
Reusable Operating Knowledge
Retain investigation evidence and customer-approved runbook context for future work. Agree how procedures and knowledge may be reused within your access and data-handling policies.
Example: A Customer Reports API Timeouts
A customer support ticket reports that an application has become slow after a release. The service desk needs technical evidence before escalating.
- Scope the customer: identify the affected service and use only the customer connections and grants approved for the investigation.
- Gather the context: review available latency and error signals, dependency health, recent deployments, and relevant configuration changes.
- Prepare the handoff: record likely causes, supporting evidence, missing checks, and recommended validation steps.
- Review and act: the responsible service engineer decides whether to investigate further, escalate, or approve an available diagnostic or remediation action.
- Keep the record: update the connected incident workflow where configured and retain the investigation context for review.
Illustrative service-delivery workflow, not a customer result or a guarantee that every incident has an identifiable cause.
Design the Customer Boundary Before Connecting Tools
Access and Execution
Review tenant isolation, customer-specific connections, tenant roles, and resource grants. Agree who can investigate, view evidence, use connections, and approve state-changing actions.
Scope credentials and permissions to the services involved. Review any service-principal or automation access alongside human access.
Deployment and Data Handling
Evaluate the documented on-prem and VPC deployment options against customer requirements. Agree where evidence is handled, who can access it, and what may be written back to customer systems.
Confirm customer provisioning, reporting boundaries, required integrations, and MSP commercial requirements during evaluation.
The proposed rollout should be validated against your customer contracts and configured product capabilities. Cross-customer reporting and centralized MSP administration are evaluation topics, not assumed features.
Pilot One Customer Workflow. Measure the Effort.
- Choose the scope: select one customer environment, one service, and a recurring incident type.
- Connect approved evidence: agree the monitoring or ticket trigger, available evidence sources, access grants, and permitted workflow updates.
- Review with the service team: assess findings, missing evidence, approval steps, and escalation usefulness.
- Compare against the baseline: track investigation effort, time to a useful hypothesis, and the completeness of handoffs before broadening the rollout.
Keep time to an initial hypothesis separate from full MTTR. Use pilot evidence to decide whether and where to expand.
One Investigation Engine for Alerts and Tickets
Use the same evidence-driven workflow whether an incident begins in monitoring or at the helpdesk.
Explore Alert-Driven RCA →See what your team could stop doing manually.
Bring an alert or a technical support ticket. Walk through the evidence, likely causes, and next steps with us.