Channel Chatter, Jan 24 - 31, 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.??

Listeners to the Business of Tech will not be surprised that I noted AI as a topic I wanted to explore.

I've been hearing a lot of the buzz about Automation, AI and GPTs, but i haven't been able to really see how best to use it in my environment. Only things i come across are Python scripts for configuring switches but it really isn't worth it for our environment.

The conversation did have both insight and product suggestions.

I would say before you go down the path of automation and AI, that you ensure you have enough policies, well documented processes, controls in place for your automation development (think CI/CD) and buy in from people to make it happen

Thread (https://www.getthread.com/copilot) can auto-categorize and auto-prioritize your tickets, write your time entries for you, and give you a version of GPT-4 in platform reading your ticket, giving suggestions, and writing responses.

There are certain RMMs that are starting to roll AI into their offerings. Atera is an example. my company is using thread which is an AI backed chat integration to our PSA. It’s fantastic.

Now, I don’t want to overhype the thread. It wasn’t nearly as deep as I might have expected or hoped for.

The reason to highlight it was not the length of it. Instead, it’s to highlight the thoughtfulness of those who did. Those who participated were insightful and prepared. My impression is that those who are thinking about AI in this context are pulling ahead more quickly and leaving the rest behind.

I think a lot about the haves and have nots of the MSP space, and I wonder how much this trend will be another example and opportunity of providers — and vendors — who pull away from the pack.

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. Discussion about Misuse of Hosting Services (Digital Ocean and Contabo): This conversation stood out for its focus on the potential misuse of hosting services offered by companies like Digital Ocean and Contabo. The unusual aspect here is the consideration of how these services, typically known for legitimate business purposes, might be exploited for malicious activities. This raises important questions about the responsibilities of hosting providers in monitoring and managing the use of their services and the challenges they face in balancing accessibility with security.
2. Exploration of AI in RMM Tools (Pax8, Atera, Thread, PIA): The conversation delving into the incorporation of Artificial Intelligence (AI) into Remote Monitoring and Management (RMM) tools was particularly insightful. Vendors like Pax8, Atera, Thread, and PIA were mentioned in this context. The integration of AI into RMM represents a significant shift in how IT services can be managed, offering the potential for more proactive, efficient, and personalized service delivery.
3. Legal Implications of Reselling Devices (Lenovo): The discussion around the legal implications of reselling devices, particularly focusing on Lenovo products, was unusual. It touched on a less frequently discussed aspect of the IT services sector—legal considerations in reselling hardware. This conversation underscores the complexities that IT service providers must navigate, not just in technical and customer service realms, but also in legal and compliance issues. It's an important reminder of the multifaceted challenges faced by those in the IT and managed services sectors.
4. Remote Access Solutions: Discussion about alternatives to TeamViewer, highlighting Splashtop's popularity due to its reliability, affordability, and user-friendly interface.
5. Financial Performance of MSPs: The revelation that over 90% of MSPs make less than $5 million a year, suggesting a predominance of smaller-scale operations in the industry.
6. Tech Tribe's Value and Retention Issues: Discussions on the value of Tech Tribe for MSPs, but also suggestions of short-term use, indicating possible issues with user retention.
7. Zomentum Payments: Positive feedback on Zomentum Payments, particularly for features like automatic collection for hardware sales, but also some initial onboarding challenges.
8. Offboarding Procedures for Non-Cooperative Clients: The importance of legal consultation and thorough documentation during offboarding, especially with uncooperative clients.

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. Efficient Migration Tools: There was dissatisfaction expressed with BitTitan's Migration Wiz Agent. This indicates a need for more efficient, user-friendly migration tools in the market, particularly those that can handle large data volumes and complex migrations with minimal downtime or issues.
2. Advanced Cloud Web Proxy Solutions: The search for alternatives to Cisco Umbrella for cloud web proxy solutions points to a market demand for advanced, cost-effective cloud security services. There's an opportunity for a new product that offers robust security, user-friendly management, and competitive pricing.
3. AI-Enhanced RMM Tools: The discussion about incorporating AI into RMM tools suggests a gap in the current offerings. An RMM tool that leverages AI for predictive analytics, automated problem resolution, and enhanced efficiency could be well-received in the market.
4. Mac Management Solutions: The mention of JAMF and Addigy in a discussion about alternatives for outsourced IT services for Mac management indicates a potential gap. There's room for a new, perhaps more streamlined and cost-effective, solution for managing Mac devices in heterogenous environments.
5. Customer-Centric Domain Service Providers: The strong negative sentiment towards GoDaddy's policy and support highlights a gap for domain service providers who can offer more transparent policies and superior customer support.
6. Firewall Solutions Balancing Cost and Compliance: The debate about choosing cost-effective firewalls while ensuring HIPAA compliance, with Fortinet being a preferred choice, indicates a market opportunity for firewall solutions that strike a balance between affordability, compliance adherence, and robust security.

Thanks for reading Channel Chatter! Subscribe for free to receive new posts and support my work. https://mspradio.substack.com/

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.

• Atera: Noted as an example of an RMM incorporating AI into their offerings.
• Apple (Apple Business Manager and Apple Configurator): Discussed in the context of device management and challenges with device response to MDM commands.
• BitTitan: Mentioned due to dissatisfaction with their Migration Wiz Agent.
• Calcom: Compared with Senteon regarding their tool's capabilities.
• Cisco Umbrella, Zorus, Cloudflare Tunnel, and DNS Filter: Discussed in the context of seeking alternatives to Cisco Umbrella for cloud web proxy solutions.
• ConnectWise Control (ScreenConnect): Mentioned in a discussion about differentiating between system communications and remote login sessions.
• Datto and N-Able: Mentioned in relation to offering expedited support access services.
• Digital Ocean and Contabo: Discussed regarding potential misuse of their hosting services.
• Exclusive Networks, TD SYNNEX, Amazon, Ingram Micro, Clutch, SHI, CDW, FortiStore, and FortiBell: Mentioned in relation to purchasing Fortinet products, with a focus on customer service experiences and grey market concerns.
• Fortinet: Discussed as a preferred choice for cost-effective firewalls ensuring HIPAA compliance.
• GoDaddy: Highlighted for negative sentiment towards their policy and support.
• Hudu and Kasaya: Mentioned in a discussion about privately owned companies in the MSP space and speculation about company buyouts.
• IPinfo, Digital Ocean, Contabo, and SaaS Alerts: Discussed in the context of tracking IP ranges and potential misuse of services.
• JAMF or Addigy: Suggested for Mac management in a discussion about alternatives to Electric for outsourced IT services.
• Lansweeper Pro, Senteon, Seceon, and Calcom: Discussed in relation to IT management tools and their pricing.
• Lenovo: Discussed in the context of reselling devices and the legal implications of doing so.
• Microsoft: Focused on their Cloud Partner Program and the challenges with MFA and Authenticator app setup.
• Mono Price, Graybar, Siemon, Ingram Micro, Teledynamics, Network Access, Firefold, Amazon, Infinite Cables, Cables & Connections, Computer Dynamics, Cablesandkits.com, and Slimrun CAT6: Mentioned in relation to where to get networking accessories and supplies.
• Ninja RMM, Splashtop, QuickConnect, Teamviewer, and Teams: Discussed in relation to remote management and monitoring tools.
• OITVoIP, GoTo (formerly Jive), and NextEvia: Mentioned as potential VoIP providers for restaurants.
• Oracle PMS software and Opera Cloud: Discussed in the context of providing managed services for hotels and the challenges associated with it.
• Pax8, Atera, Thread, and PIA: Discussed for their roles in incorporating AI into RMM offerings and other IT service tools.
• Splashtop: Praised for its reliability, affordability, and user-friendly interface as a remote access solution.
• Tech Tribe: Discussed for its value for MSPs and user retention issues.
• Zomentum: Received positive feedback for its payment features, particularly for automatic collection for hardware sales.