Channel Chatter, July 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.?

Programming Note: Channel Chatter will be off next week.

With all the discussion about invoicing between vendors and MSPs, when there was a conversation about the detail of invoicing between MSPs and their clients, I had to know more.

Whould [sic] you put just a summary for the Silver plan or all details. What are the pros and cons of putting one line , summary vs full description.

How much detail is too much detail? How much is too little?

Once you start breaking it out clients will think that's all you're doing. Then a trunk slammer comes by, reads the invoice and tells your now former client they can do that same thing for half (or a third) of the price.

Start doing QBR sessions with your clients. Focus on value and outcomes. We don’t break things down on the invoice and keep it as simple as possible, but we have a schedule of inclusions for each plan.

We invoice a single “MSP bundle” line item plus software licensing and other services that are outside of the bundle. There is no extra detail on the invoice outside of the employee names who are assigned to the bundle to account for the monthly quantity.

This is how I got my first MSP contract signed:

There’s a disconnect here. MSPs want as much detail as possible on invoices from their vendors yet provide as little as possible on the invoices they deliver to customers.

Why?

The MSP’s value is not the technical specifications, but instead the value delivered in the outcome. The MSP doesn’t want to focus on speeds and feeds, and instead wants to focus on the business outcomes. A discussion of the technical components is not a business outcome. This is a key insight for vendors, as your brand will not show up on a key touchpoint. For all of your marketing pitch about helping to drive revenue, when it comes to the actual invoice, you don’t exist. Remember that.

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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. Cloned Backups in Modern Backup Strategies

Summary: A discussion on the use of cloned backups as part of a 3-2-1 backup strategy revealed mixed opinions. Users questioned the necessity and efficiency of cloning, suggesting alternatives like image-based backups and automated configurations.

Insights:

• Efficiency and Modernization: Managed Service Providers (MSPs) are moving towards more modern backup methods, highlighting the need for efficient and automated backup solutions.
• Risk Assessment: MSPs emphasize the importance of conducting risk assessments to determine the best backup strategy, focusing on Recovery Time Objective (RTO) and Recovery Point Objective (RPO).
• Cost Considerations: Smaller clients may prefer cost-effective solutions like cloning, showing that price sensitivity remains a crucial factor in backup strategy decisions.

2. Client Perception and Invoicing

Summary: The conversation centered around whether to use detailed or summary invoices for services provided. Detailed invoices offer transparency but can confuse clients and expose services to competition, while summary invoices simplify understanding but may lack clarity.

Insights:

• Transparency vs. Simplicity: MSPs struggle to balance transparency with simplicity in their invoicing practices, indicating a need for invoicing tools that can offer both detailed and summary options.
• Client Education: There's a significant emphasis on educating clients about the services provided to avoid confusion and demonstrate value.
• Competitive Edge: Simplified invoicing can help MSPs maintain a competitive edge by reducing administrative burdens and focusing on client satisfaction.

3. Cloud vs. On-Prem Solutions for CAD-Heavy Users

Summary: Despite advancements in cloud technology, many users still prefer on-prem solutions for CAD-heavy tasks due to performance concerns. Hybrid solutions that combine local NAS with cloud storage are popular to balance performance and backup needs.

Insights:

• Performance Concerns: Cloud solutions are not always viable for performance-intensive tasks, pushing MSPs to seek hybrid solutions.
• Hybrid Solutions: There is a growing demand for solutions that integrate on-prem and cloud storage, offering the best of both worlds.
• Vendor Partnerships: Vendors partnering with CAD software companies (e.g., Autodesk) can offer optimized solutions for specific use cases.

4. Handling Spam Bombing Attacks

Summary: A discussion on strategies to handle spam bombing attacks highlighted the importance of robust email filtering solutions. Participants shared experiences and solutions, including checking whitelisting settings and tightening filters.

Insights:

• Robust Filtering: There is a critical need for advanced email filtering solutions to combat spam attacks effectively.
• Customization and Flexibility: MSPs value solutions that allow for customization and tightening of filters to adapt to specific threats.
• Proactive Support: Vendors should provide proactive support and clear guidelines on handling such attacks to build trust and reliability with MSPs.

5. Integrating Huntress MDR with Microsoft 365 Tenants

Summary: The integration of Huntress MDR with Microsoft 365 tenants purchased through GoDaddy was challenging due to GoDaddy's setup. Defederation was recommended to simplify the integration process.

Insights:

• Simplification of Integration: MSPs require streamlined integration processes, especially when dealing with complex setups like those from GoDaddy.
• Vendor Collaboration: Effective collaboration between security vendors (e.g., Huntress) and cloud service providers (e.g., Microsoft) is crucial for seamless integration.
• Client Awareness: MSPs need to educate clients on the potential complications of choosing bundled services from vendors like GoDaddy and the benefits of direct purchases.

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. Streamlined Integration Solutions

Gap Identified: Complexity in integrating third-party security and backup solutions with Microsoft 365, especially for tenants managed through resellers like GoDaddy.

Opportunity: Develop a streamlined integration platform that simplifies the connection of third-party tools (e.g., Huntress, backup solutions) with Microsoft 365, ensuring seamless operation even for federated tenants. This platform could include automated defederation processes and clear, user-friendly setup guides.

2. Hybrid Backup and Storage Solutions

Gap Identified: A preference for on-prem solutions among CAD-heavy users due to cloud performance issues, yet a need for cloud backup and hybrid solutions.

Opportunity: Create a hybrid storage solution that provides robust on-premise performance for CAD applications, coupled with seamless cloud backup and sync capabilities. This could include intelligent data management that optimizes storage and retrieval speeds while maintaining data security and compliance.

3. Flexible and Transparent Invoicing Solutions

Gap Identified: Challenges with balancing detailed and summary invoicing to maintain transparency while avoiding client confusion.

Opportunity: Create an invoicing solution tailored for MSPs that allows for both detailed and summary invoicing options. This tool could feature automated explanations for line items, customizable invoice templates, and integrated client education resources to help clients understand the services they are paying for.

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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.

AppRiver: Mentioned as an alternative to Ingram Micro for Microsoft 365 support and billing issues. Sentiment was positive, highlighting better support and integration compared to GoDaddy and Ingram Micro.

Aruba: Discussed for its Instant On switches and APs used by some MSPs. Praised for no licensing requirement and flexible admin accounts.

Autodesk: Recommended for firms using multiple Autodesk applications for file sharing and storage.

Atera: Mentioned as an RMM tool used by a user who switched from another provider. Highlighted for deferring non-critical updates.

Axcient: Used for backup solutions, especially for those moving away from Datto. Sentiment was positive regarding its backup capabilities.

Azure Files: Mentioned as a potential but expensive option for file storage and sharing.

BMS: Found limited by a user and criticized for its lack of integrations and workflow capabilities. Sentiment was negative.

Cisco: Not cloud-managed, used for larger networks. Mentioned in comparison to cloud-managed networking solutions.

Cloudmore: Mentioned in the context of billing platforms for managing Microsoft 365 licenses.

ConnectWise (Automate and CW RMM): Discussed for remote access and management, with mixed reviews. Some users were encouraged to move from Automate to CW RMM. Sentiment was mixed, with some frustration over support and complexity.

Crashplan: Used by small businesses for cloud file backup. Mentioned in the context of cloud storage solutions.

CrowdStrike: Discussed for a content configuration update causing BSOD on Windows systems and for endpoint detection. Sentiment was negative due to the incident causing system crashes.

Datto RMM: Mentioned for its versatility and improvements in UI and Microsoft integrations. Concerns were raised about its association with Kaseya. Sentiment was mixed, with some users finding it effective while others criticized its cost.

Dell: Recommended for physical hardware with a 3-5 year warranty, especially in discussions about remote work solutions.

DLI Call Investigator: Recommended for indexing and playing back recorded calls for compliance purposes. Sentiment was positive regarding its simplicity and effectiveness.

Egnyte: Popular for AEC firms, offering Advanced Snapshot Recovery and BIM file handler add-ons. Sentiment was positive for its hybrid and caching options.

Firewalla: Mentioned for its simplicity and flexibility in network security.

Fortinet: Preferred by some MSPs for comprehensive management features. Mentioned for its firewalls, switches, and access points.

FreePBX: Mentioned for its call log search capabilities and ability to attach recordings. Offers both free and paid versions.

GoDaddy: Criticized for its handling of Microsoft 365, making integration and management difficult. Sentiment was negative due to its custom control panels and additional complexity.

HaloPSA: Frequently recommended for PSA tools, with positive sentiment regarding its features and integrations.

Huntress: Praised for its EDR and MDR services. Discussed for integration with Microsoft 365 tenants. Sentiment was positive regarding its effectiveness.

Immybot: Used for automating desired state configurations for workstations, including software, settings, and policy deployments.

Ingram Micro: Criticized for its support changes and complexity in Microsoft 365 management. Sentiment was negative due to frustration over support and billing issues.

Intune: Used for managing iOS and Mac devices, mentioned in various contexts including remote work solutions.

IT Glue: Mentioned for asset management integration with PSA tools.

Jamf Pro: Used for managing Macs, recommended for its performance-to-cost ratio and battery life in remote work solutions.

Kaseya: Criticized for its current version (VSA10) but some positive remarks about VSA9. Sentiment was generally negative.

KnowB4: Recommended for mitigating social engineering risks in cybersecurity.

LucidLink: Partnered with AutoDesk, mentioned for its support in file sharing for CAD-heavy tasks. Sentiment was positive.

Macrium Reflect: Used for building a Business Continuity and Disaster Recovery (BCDR) system, performing full server backups every hour.

ManageEngine: Considered for separate MDM, described as a mess of point solutions rather than an all-in-one solution. Sentiment was negative regarding its fragmentation.

Meraki: Liked for its simplicity in deployment and management but criticized for its licensing and management overhead. Sentiment was mixed.

Microsoft 365 (M365): Central to many discussions for licensing, backups, and email filtering. Mentioned frequently with mixed sentiments depending on the context (e.g., GoDaddy integration issues).

Nasuni: Mentioned for its high cost compared to Egnyte in file server solutions.

NinjaRMM: Frequently recommended for RMM but has recent complaints since a company acquisition. Sentiment was mixed, with historical praise but recent negative feedback.

Pax8: Considered as an alternative indirect CSP for Microsoft 365 support and billing. Sentiment was positive.

ProofPoint: Mentioned as GoDaddy's filtering service, not seen as a substitute for Huntress.

Pulseway: Discussed due to a significant price increase and changes in licensing. Sentiment was negative due to frustration over the pricing model.

RingCentral: Currently used by a participant, noted for its speech-to-text functionality for voicemails.

ScubaGear: Suggested as an open-source tool for compliance auditing.

Secureframe: A security compliance automation software mentioned for its ease of integration with multiple platforms.

SentinelOne: Mentioned as a satisfactory alternative to CrowdStrike by some users.

SonicWall: Criticized for poor cloud management and buggy Gen7 models. Sentiment was negative.

Superops: Mentioned as almost meeting all requirements for RMM and PSA tools.

Syncro: Discussed in the context of uninstalling it from computers and servers due to an uncooperative previous MSP.

TruGrid: Used for published apps/desktops from a hosted RDP server, mentioned for remote access solutions.

Ubiquiti: Used for wireless and small client networks, praised for web portal management. Firewalls not highly recommended yet.

Uplevel Systems: Recommended for plug-and-play solutions, noted as an MSP-only vendor with positive feedback.

Veeam: Used for backup copies to exterior locations.

Wasabi: Used for object-based backup repositories.