Unbilled MSS-Leistungen durch manuelle SLA-Verfolgung
Definition
German MSS market generated €24.9B in 2024 (projected €56B by 2030). Revenue leakage occurs when: (1) emergency response hours exceed baseline SLA but are not logged; (2) compliance reporting hours (required under NIS2) are absorbed as 'free' support; (3) vulnerability remediation time exceeds contracted response windows but no overage charges are applied; (4) multi-hour incident investigations are performed without separate billing. Manual processes rely on technician memory and manager oversight, creating systematic undercharging.
Key Findings
- Financial Impact: 2–5% revenue leakage per provider; estimated €1.5–3.8M annually for mid-market MSS firm (€75M revenue); typical unbilled hours: 40–120 hours/month per customer account
- Frequency: Continuous; affects every customer account with tiered SLA contracts
- Root Cause: Lack of automated SLA clock-start/clock-stop mechanisms; no integration between incident tracking and billing systems; manual invoice generation reliant on technician timesheets; no real-time visibility into billable service utilization
Why This Matters
This pain point represents a significant opportunity for B2B solutions targeting Computer and Network Security.
Affected Stakeholders
Service Delivery Managers, Billing/Finance Team, MSS Technicians, Account Managers
Deep Analysis (Premium)
Financial Impact
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Current Workarounds
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Methodology & Sources
Data collected via OSINT from regulatory filings, industry audits, and verified case studies.
Related Business Risks
Verzögerte Rechnungsstellung und Zahlungsabwicklung
Hohe Kosten für manuelle Schulungsverfolgung in KMU
Remediation Planung Overhead
Interne Abrechnungsmanipulationen
Kapazitätsverluste durch Architektur-Bottlenecks
NIS2-Verstöße bei Executive Reporting
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