Channel Chatter, Jan 17 - 24 2024

This newsletter is in BETA, and feedback is welcomed and encouraged.? Anyone who joins in the beta will be included in the launch offer! ?The intention is to deliver a set of actionable insights into the discussions had by the community for vendors to leverage for execution. Does this deliver???

Channel Chatter is the parsing of the listening posts that the Business of Tech podcast has around the MSP community across discussion forums and groups to bring together insights and discussions that I think are worth considering.?? In considering the needs of MSPs by listening to them for the podcast, there are insights specifically for vendors serving the space to be shared.? That is this newsletter.??

I spotted a conversation about a small MSP that was having a lot of “downtime.” For many, this seems like a dream scenario — the company doing well, and with time to spare. So what does the MSP community recommend as the next set of priorities?

Schedule a call with your clients, "Technology Review". Ask them, "How can we help?" "What are your current struggles?". Talking to your clients, listen, they will give you billable projects, that they asked for! You don't have even have to sell it. Anytime I need a billable project, I call 10-15 clients, not just the biggest ones, any clients, to check in on them, and chat for 15-20 minutes, boom, get a few projects by listening.

Funny how listening to your customers results in work.

if not already done, update all your clients DNS and MTAs with SPF, DKIM, and DMARC. Azure information protection retires soon, so get that worked out for user who need it.

I’d been wondering about any potential buzz about the upcoming changes to DMARC, and it seems like this is viewed as important. My instinct is that this is set it and forget it, and I might not be wrong. Let’s listen.

Sigh…lots of clients that need to be set up for DKIM/DMARC.

“Setup” implies one time. My instincts seem validates here.

ScubaGear. It’s provided free by CISA and runs scripts against your azure and 365. It produces a very easy to understand report with security recommendations that may be overlooked.?

I’d been focused on the free resources available from CISA as a topic on the show, and it’s validating to see my instincts proven right.

Copilot is the big buzz right now and there are some pre-reqs for this. Data should be migrated to SharePoint wherever possible but that should be controlled and be very selective. Like you don't want 10 year old data mixed with current data. Also, segregation of data so that the people who have access to the data are authorized to see it. There is a bunch of info on Learn that talks about this.

Data Management is an entire service area that looks under-tapped.

What’s interesting to me is that all of the “extra” work focuses on consulting. Want to drive more value into your organization and your customer? Be consultative. How much of the consulting muscle memory has been degraded within the MSP space? If there is too much focus on “recurring revenue”, does an organization lose that ability?

And what would happen if their vendors drove them to it?

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Topics of Interest

This section is a high-level summary of the major topics of discussion within the community during the time period. This gives you a sense of the questions the community is raising and what they are discussing.

1. VoIP Provider Outages: The discussion about Net2Phone's outage due to a lack of infrastructure redundancy highlights the critical need for robustness in VoIP services. This incident led to customer dissatisfaction and consideration of alternative providers.
2. Business Courses for MSPs: Courses offered by Service Leadership, TruMethods, Chartec, and MSPFuel not only provide educational content but also foster community and accountability, indicating the multifaceted value of such courses beyond just knowledge acquisition.
3. MSP Pricing Strategies: The strategies discussed to justify higher MSP pricing compared to break/fix shops, including focusing on long-term benefits and proactive maintenance, reveal the ongoing challenge MSPs face in communicating their value proposition to potential clients.
4. Quoting Platform Options: The conversation about various quoting platforms like QuoteWerks, Quoter, Syncro, Zomentum, and Gluh underscores the challenge of finding a perfect solution that meets all requirements, highlighting the diverse needs in the MSP community.
5. Privileged Access Management (PAM) Solutions: Uncertainty around the minimum seat requirements for AutoElevate suggests a need for clearer communication from vendors about their pricing structures and licensing models.
6. Documentation of Client Sites' Hardware: The preference for cloud-based documentation tools, despite the OP’s inclination for non-cloud solutions, suggests a strong industry trend towards cloud-based solutions, highlighting the ongoing debate about data security in cloud solutions.
7. Downtime Projects for Small MSPs: The wide range of suggestions, including security enhancements and process automation, indicates the potential for MSPs to adopt a more consultative approach to improve client operations and efficiency.
8. Alternatives to VMware Post Broadcom Deal: The lack of consensus on the best alternative to VMware suggests that choices heavily depend on the specific needs and resources of the user, reflecting the diverse requirements in the sector.
9. Lax Security Practices in Medical Offices: The discussion about inadequate security measures in a doctor's office, such as the use of outdated Windows versions without VPNs, highlights common security oversights in medical settings and the challenge of convincing such organizations to prioritize IT security upgrades.
10. PSA Tool Preferences and Features: The conversation about various PSA tools, such as Autotask, HaloPSA, CloudRadial, and Invarosoft, shows the importance of customization and automation in enhancing customer experience and service desk efficiency.
11. Alternatives to SharePoint for Cloud Storage: The search for alternatives like Box.com, Egnyte, FileCloud, and others for a client needing to store a large number of files indicates the limitations of SharePoint and the varied requirements of clients in cloud storage solutions.
12. Ticket Review and Training Systems in MSPs: The suggestion to move towards a peer review system and implement automated post-ticket surveys in MSPs indicates a shift towards proactive improvement and the importance of immediate feedback in enhancing service quality.
13. Email Delivery Issues with Microsoft's Exchange Online: The problems with email delivery to AOL and Yahoo addresses due to SPF, DKIM, and DMARC requirements, and Microsoft IPs being listed on RBLs, highlight the technical complexities and ongoing challenges in email communication management.

Product Gaps

This section is intended to highlight “gaps” that appear to exist in the market, where a specific weakness or need is highlighted in terms of product offerings. This can also include potential gaps in the market. If you wondered what MSPs “wish things did”, that’s this section.?

1. Robust Infrastructure for VoIP Services:Gap: The discussion about Net2Phone's prolonged outage due to a lack of redundancy in their infrastructure indicates a significant gap in ensuring robust and resilient VoIP services.Opportunity: There's a market opportunity for VoIP providers to develop and offer more reliable services with built-in redundancy and failover capabilities to minimize downtime and maintain customer trust.
2. Comprehensive Quoting Platforms:Gap: The varied needs expressed in the conversation about quoting platforms suggest a lack of a comprehensive solution that addresses all MSP requirements, such as seamless integration with other tools, user-friendly interfaces, and robust feature sets.Opportunity: Developing a quoting platform that offers a balance of flexibility, integration capabilities, and ease of use could fill this gap, catering to the diverse needs of MSPs.
3. AI-Enhanced Workflow and Automation Tools in MSP Operations:Gap: While AI tools are beginning to be integrated into MSP operations, there seems to be a gap in fully harnessing AI for dynamic and adaptable process automation and enhanced workflow management.Opportunity: Developing AI tools specifically tailored to MSP workflows that can automate complex tasks, provide intelligent insights, and adapt to changing environments could address this gap.
4. Clear and Accessible Compliance Guidance for MSPs:Gap: The reluctance to pursue CMMC compliance due to perceived complexity and resource demands suggests a gap in accessible, clear guidance and support for MSPs in achieving compliance.Opportunity: Offering consultancy services or tools that simplify the process of achieving compliance, such as CMMC, with clear guidelines and resource-efficient approaches could be valuable for MSPs, particularly smaller ones.

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Vendor Discussion

This section is designed to give you insights into who was “discussed” this week. These are vendors that were mentioned or commented upon, and not necessarily a specific set of complaints about the vendor. This may be a good opportunity to learn about a new name, or get a sense of who is in the zeitgeist.?It’s long. It’s intentionally long, to give you the firehose.

• Acronis Snap Deploy 6: Suggested as an alternative for creating and deploying a golden image, supporting both USB and PXE deployment methods.
• Action1: Praised for its effectiveness, easy setup, and responsive support in patch management. Noted for its pricing model and focus on patching and vulnerability management.
• Afi.ai: Mentioned as a potential alternative for office 365 email archiving.
• Answerforce: Discussed for its service in handling customer calls, with mixed reviews on its effectiveness and customer satisfaction.
• ArcTitan: Mentioned as an alternative for email archiving.
• Atlassian (Confluence): Mentioned as part of a discussion on documenting client sites' hardware.
• Autodesk: Noted for its dedicated support for LucidLink customers.
• AutoElevate: Recommended as a Privileged Access Management (PAM) solution, with some confusion around its minimum seat requirements.
• Avepoint: Recommended for compliance archiving and data backup.
• Azure: Mentioned in various contexts, including DNS updates, file sharing, and cloud solutions.
• Barracuda: Recommended for cloud deployment and archiving capabilities.
• Box.com: Discussed as an alternative to SharePoint for storing large amounts of data.
• Broadcom: Mentioned in the context of alternatives to VMware following the Broadcom deal.
• Centrestack: Mentioned as an option for cloud file servers.
• Chartec: Discussed as a provider of business courses for MSP growth.
• ChatGPT: Discussed for its potential to automate data entry for reports and create initial ticket responses.
• CIS: Mentioned in suggestions for projects during MSP downtime.
• Cloud Identity: Suggested as a workaround in Google Workspace data migration.
• CloudRadial: Briefly mentioned as a potential PSA tool option.
• ConnectWise (ConnectWise Manage, ConnectWise SaaS): Discussed in various contexts including PSA tools, email archiving alternatives, and ticket review systems.
• CyberCNS: Mentioned in the context of security enhancements for small MSPs.
• Datto (Datto Autotask, Datto RMM, Datto SaaS, Datto Workplace): Discussed in various contexts including PSA tools, RMM platforms, email archiving, and file sharing solutions.
• Domotz: Suggested for automatically detecting IT resources and providing a network topology map.
• Dropbox: Mentioned as an alternative to SharePoint for cloud storage with a superior sync agent.
• Dropsuite: Praised for its robust and quick search function for email archiving.
• EasyDMARC: Mentioned in the context of security enhancements for small MSPs.
• Egnyte: Highly recommended for cloud file servers, especially for handling large data volumes.
• FileCloud: Discussed as an alternative to SharePoint for storing large amounts of data.
• Fireflies.ai: Mentioned as a tool for recording, transcribing, and generating action items for online meetings.
• GFI Mail Archiver: Mentioned as an alternative for office 365 email archiving.
• Gluh: Discussed in the context of quoting platforms, allowing the creation of proposal links.
• Google (Google Drive, Google Workspace): Discussed in various contexts including cloud storage and data migration processes.
• Halo (Halo PSA): Discussed for its PSA tool capabilities and exceptional service from its onboarding team.
• HDI: Mentioned as a source of free resources and information.
• Hikvision: Mentioned in the context of network management services for an MSP client.
• Hudu: Recommended for its self-hosted documentation solution and features.
• IAM Cloud (Drive Mapper): Mentioned as an alternative to SharePoint for cloud storage.
• Immybot: Strongly endorsed for automating PC setup processes, including the Out-Of-Box Experience.
• Invarosoft: Suggested as a solution for customer experience and service desk needs.
• Intune: Discussed for its potential as an alternative to traditional RMM platforms.
• ITGlue: Frequently mentioned for its asset inventory and location tracking features.
• IT Portal: Listed as a vendor in the conversation about documenting client sites' hardware.
• Kaseya (Kaseya VSA): Discussed in various contexts including service desk frameworks and RMM platforms.
• Limesurvey: Recommended as a simple and effective tool for post-ticket closure surveys.
• Liongard: Mentioned as an alternative to traditional RMM platforms.
• Lucid (LucidLink): Mentioned as a good option for working with Revit and as a cloud file server.
• Mail Assure: Mentioned as a good option for office 365 email archiving.
• Meraki: Discussed in the context of network management services for an MSP client.
• Microsoft (Microsoft 365, Microsoft Archive, Microsoft Store, Azure Stack, Hyper-V): Mentioned in various contexts including email issues, data migration, and cloud solutions.
• MSPFuel: Discussed as a provider of business courses for MSP growth.
• N-able (N-able Cove 365, N-central): Discussed for patch management, RMM platforms, and email archiving solutions.
• Netbox: Mentioned as part of a discussion on documenting client sites' hardware.
• Neo Agent: Mentioned as a tool that can perform triage and ticket routing with Autotask.
• Nextcloud: Suggested as an option for running on personal hardware for cloud file servers.
• Ninja: Listed as one of the RMM platforms for managing large numbers of endpoints.
• Nutanix: Criticized for being overpriced and not suitable for small deployments.
• OnlyOffice: Mentioned as an alternative to SharePoint for cloud storage.
• Pax8 (Pax8 Academy): Discussed for exceptional service and quality services in training and development.
• PreVeil: Suggested as a solution for creating a CMMC enclave within an existing business.
• Proofpoint: Mentioned for exceptional service in the weekly shoutout thread.
• Pulseway: Listed as one of the RMM platforms for managing large numbers of endpoints.
• Quoter: Discussed in the context of quoting platforms, allowing creation of a URL for a quote that doesn’t change.
• QuickAssist: Mentioned as an alternative to traditional RMM platforms.
• QuoteWerks: Discussed for its features including multiple order forms and the QuoteValet Shopping Cart feature.
• Rewst: Mentioned as a tool that can automate processes with HaloPSA.
• ScubaGear: Mentioned in the context of security enhancements for small MSPs.
• SeaLevel (Pax8 Academy formerly SeaLevel): Suggested for quality services in training and development.
• Service Leadership: Recommended for its ties to valuation growth and selling businesses, and for fostering community and accountability.
• Sharefile: Mentioned as an alternative to SharePoint for cloud storage.
• SherpaDesk: Mentioned in the conversation about PSA tool comparison.
• SharePoint: Discussed in various contexts including file sharing, cloud storage, and as an alternative to local Synology.
• Snipe-IT: Mentioned as part of a discussion on documenting client sites' hardware.
• SolarWinds: Mentioned as an alternative to traditional RMM platforms.
• Spambrella: Mentioned for exceptional service in the weekly shoutout thread.
• Spanning Backup: Mentioned for its good search functions and advanced filters.
• Syncro (SyncroMSP): Discussed in various contexts including quoting platforms, documentation systems, and RMM platforms.
• SyncroMSP: Listed as a more affordable RMM option with tech-based licensing.
• Tanium: Listed as one of the RMM platforms for managing large numbers of endpoints.
• TeamViewer: Mentioned as an alternative to traditional RMM platforms.
• TruMethods: Favored for its rigid structure and unique approach to MSP growth.
• Truenas: Mentioned as an option for cloud file servers.
• Unifi: Discussed in the context of network management services for an MSP client.
• Veeam: Mentioned as an alternative for email archiving.
• Verge.io: Praised by a user for its performance and features.
• Vipre AV: Mentioned as an alternative to traditional RMM platforms.
• Visio: Mentioned as part of a discussion on documenting client sites' hardware.
• VMware: Alternatives to VMware are discussed in the wake of the Broadcom deal.
• Yahoo: Mentioned in the context of email delivery issues.
• Zapier: Discussed for its integration with Autotask and ChatGPT to automate data entry for reports.
• Zee Drive: Mentioned as an alternative to SharePoint for cloud storage.
• Zix/AppRiver: Mentioned as a good option for office 365 email archiving.
• Zomentum: Used for quotes and sales pipeline, allows generation of a link per quote that remains the same even if