IPTel adopts Highlight to enhance managed services

IPTel Solutions has selected Highlight's service observability platform as a core part of its managed services strategy, expanding how it monitors customer environments and reports on service performance.

The Australian networking provider supplies and manages wireless and enterprise networking services, with a focus on Cisco and Meraki Wi‑Fi deployments nationwide. It is positioning the addition of Highlight as part of broader investment in managed services operations and future growth.

Highlight's platform focuses on monitoring, alerting and service visibility. In managed services, these tools track service status across networks, cloud connections and workplace technology, then present the information through dashboards and reports that customers can access.

IPTel will use the platform in its own operations and within customer environments. Customers can opt for a fully managed service delivered by IPTel, or use the platform internally to gain visibility into their own environments.

Rapid deployment

The rollout moved from evaluation to live operation in under two months. Highlight is now in use across IPTel's infrastructure and customer estates. The deployment uses multi-tenancy, allowing IPTel to oversee multiple organisations from a single platform while keeping each customer's data separate.

IPTel previously used LogicMonitor for monitoring. As that contract neared its end, it assessed alternatives and chose Highlight.

"We wanted to increase visibility for both us and our customers as we expanded our managed services practice. We had been using LogicMonitor for some time, but as that contract came to an end, we were looking for an alternative. LogicMonitor worked well for our engineers, but isn't as user friendly as we'd like," said Costa Athanassiou, Chief Operating Officer at IPTel Solutions.

Executive reporting

A key part of the decision was how information is presented to different audiences. Engineering teams often need device-level metrics and raw event data, while business leaders look for service status by site, trends over time, and a clear view of operational impact.

Athanassiou said the platform structures information around locations and services rather than physical infrastructure, with a user experience designed for senior decision makers.

"What sets Highlight apart is its ability to present technical information in a way that resonates with senior decision makers. The data is structured around locations and services, not just physical infrastructure, with an intuitive look and feel that is ideal for CIOs, CTOs and C-suite stakeholders. These people are not interested in raw monitoring data; they want clear visuals that show how a branch or office location is operating," Athanassiou said.

Managed services

Managed service providers increasingly use observability tools not only for internal operations, but as part of their commercial offering. Dashboards and service reports have become a way to differentiate service tiers, set expectations, and document service quality.

IPTel described transparency as central to its managed services approach. In practice, that can mean sharing the same service views used by the provider's operations team, alongside a common way to discuss incidents and service trends.

"We don't want to hide behind the curtain," Athanassiou said. "We want to be open and transparent about the services we're providing. Highlight allows us to show customers what's happening, have more meaningful conversations, and demonstrate the broader value of our managed services in a way that builds trust."

IPTel operates across enterprise networking, including Wi‑Fi design and remediation and complex network deployments. The company is a Cisco Premier partner and an Aruba Gold partner. Its portfolio also includes network access control services for products such as Cisco ISE and Aruba ClearPass, as well as newer Cisco networking approaches including DNA Centre and Software Defined Access.

For Highlight, the agreement adds an Australian managed services provider to its user base. The company markets its platform as service observability software for managed service providers, carriers and enterprise IT teams delivering network, cloud and workplace services, and says it provides a service-centric view across multi-vendor environments.

The platform is now operational across IPTel's infrastructure and customer environments as the company develops its managed services practice.