A Guide for MSPs and Systems Integrators in 2026
Managed Service Providers (MSPs) and Systems Integrators (SIs) are building intelligent automation environments faster than ever.
Platforms like ABBYY, Hyland, OpenText, IBM FileNet, and Microsoft 365 now power:
- Document capture
- AI-driven extraction
- Workflow automation
- Case management
- Citizen and customer services
But after go-live, many MSPs discover a hard truth:
Monitoring infrastructure is not the same as assuring services.
This is where Service Assurance comes in.
What Is Service Assurance in Intelligent Automation?
Service Assurance means proactively monitoring and protecting the business outcomes delivered by automation platforms โ not just server uptime.
It includes:
- Monitoring batch aging and processing queues
- Tracking SLA performance
- Watching license utilization
- Detecting API failures
- Identifying stalled document flows
- Catching integration drift
- Triggering automated recovery actions
For MSPs, Service Assurance ensures client environments stay healthy โ without reactive ticket storms.
Why Traditional Monitoring Fails MSPs
Most MSP toolsets focus on:
- CPU
- Memory
- Disk
- Network
These metrics are important โ but they donโt answer critical client questions like:
- Are documents stuck in queue?
- Are SLAs being met?
- Is IDP throughput declining?
- Are licenses approaching limits?
- Did an API silently fail?
By the time infrastructure alerts fire, the business impact has already happened.
This leads to:
- Reactive troubleshooting
- Client escalations
- Fire drills
- SLA penalties
- Margin erosion
How Reveille SENTRY Solves the Post-Go-Live Visibility Gap
Reveille SENTRY is built specifically for MSPs, SIs, and ISVs supporting intelligent automation platforms.
It provides:
โ Application-Level Monitoring
Out-of-the-box monitors for:
- ABBYY (FlexiCapture, Vantage, Timeline)
- Hyland (OnBase, CIC)
- OpenText (Documentum, Capture)
- IBM FileNet
- Microsoft 365 automation environments
โ SLA & Queue Visibility
Track:
- Batch aging
- Throughput trends
- Exception volumes
- Transaction health
- License utilization
โ Proactive Detection
Catch issues before they impact:
- Citizens
- Customers
- Claims
- Loan processing
- Case management
- Healthcare workflows
โ Automated Recovery
Trigger scripted or conditional actions to:
- Restart services
- Redrive connections
- Clear bottlenecks
This shifts MSPs from reactive support to predictable service delivery.
Who Needs Service Assurance?
Reveille SENTRY is ideal for:
- MSPs supporting Intelligent Automation environments (Hyland, ABBYY, OpenText, Microsoft, etc.)
- SIs managing post-implementation services
- Public sector integrators
- Financial services automation providers
- Healthcare and insurance automation partners
If your organization supports intelligent automation platforms in production, Service Assurance is no longer optional.
Frequently Asked Questions
What is the difference between monitoring and service assurance?
Monitoring tracks system health (CPU, memory, uptime). Service Assurance tracks business outcomes like SLA compliance, document flow, and automation performance.
Why do MSPs lose visibility after go-live?
Because monitoring often stops at infrastructure. Application-level visibility across IDP and ECM workflows is missing.
Can SENTRY integrate with existing IT tools?
Yes. SENTRY integrates with SIEM and incident management platforms to extend existing investments, among others.
Does SENTRY support cloud and hybrid environments?
Yes. It is designed for distributed, secure automation environments common in MSP deployments.
The Bottom Line
Intelligent automation environments are becoming mission-critical.
MSPs who move from monitoring to Service Assurance will:
- Reduce escalations
- Protect margins
- Strengthen client trust
- Differentiate their service offerings
Reveille SENTRY delivers that shift.
