Channel Chatter, May 28 - June 4, 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.??

Company succession caught my eye this week.

Small MSP, 5 employees (2 techs, 1 general administration and operations, 1 accounting/payroll, 1 owner/sales/business etc.). 60 clients, 20 managed and 40 break-fix. Largest client has 50 endpoints.

Before I comment, let’s let the community weigh in.

Schedule a meeting with the owner. Ask him the following questions in light of the accounting person retiring:

Wow. That's tough. If his reasoning is slipping you might be too late. The best option here is probably owner financing with an earn out. If you can get him to agree you would be financing his retirement while slowly buying the company through keeping it going - which he can't do without your help. It's a win-win. But it would require him understanding that without this option he's going to lose the company. He would also have to trust you not to screw him over. It's worth a shot.

This is a pretty small MSP. Why not make a buy-out offer? Just do it and find a way to keep him involved. No family as you say I’d suspect you are his family. Just put it out there.

Are you trying to transition to some kind of employee-owned situation? There are some complications to that and you should have everything reviewed by a legal professional. Employee-owned can inhibit growth as you'll have less access to capital for employee changes, no other company acquisition options for sudden expenses. Really, practically, I think you should be looking to merge into another larger local MSP. Bring the clients and personnel with you. Mostly, this isn't an MSP specific question and should be looked at as a general business issue. If you know and trust somebody in that field in general they'd be the best to provide advice.

Nothing answered the question I really wanted to know. Why is this owner still doing daily operations at age 80?

A quick analysis — this business started in 1994 and the owner was 50 then. Any entrepreneur is to be celebrated. It’s a hard road to run a business for this long. That said, the value creation here was for cash for the owner, not in long term business value.

Why do I bring this up? Because there will be a lot of stories like this in the coming years. Vendors should expect a significant portion of churn in their user bases due to owners aging out. Companies may disappear, or be sold or merged into others.

It’s a truth about this space.

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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. Mobile Application Functionality in RMM and PSA Tools

Details of the Conversation: Users are comparing various RMM and PSA tools with strong mobile applications, specifically for Android. Tools like Atera, Pulseway, and SuperOps were highlighted for their mobile app capabilities. Atera, for instance, allows viewing alerts, creating and replying to tickets, and remote access to machines but is considered somewhat watered down. Pulseway is praised for its affordability and comprehensive mobile app, allowing nearly complete management through the app.

Why It Is Interesting: This discussion is crucial for MSPs who rely on mobile apps to manage their operations on the go. The conversation underscores the importance of robust mobile solutions in enhancing productivity and responsiveness, particularly for technicians who are often in the field. T

2. Cloud Solutions for AutoCAD and Revit Files

Details of the Conversation: Participants are discussing suitable cloud solutions for working with AutoCAD (.DWG) and Revit files. Autodesk BIM360 / ACC Docs emerged as a robust, albeit expensive, solution for both AutoCAD and Revit, effective for cross-company and interoffice collaboration. Egnyte was noted for its reliability for larger firms, while Dropbox and SharePoint received mixed reviews, especially concerning scalability and handling large files.

Why It Is Interesting: This topic is critical for architecture, engineering, and construction firms that require efficient and reliable cloud solutions for collaboration on large and complex files. The discussion highlights the trade-offs between cost, functionality, and user experience, providing valuable insights for firms considering these cloud solutions.

3. Experience with Exclusive Networks

Details of the Conversation: Users shared their experiences with Exclusive Networks, particularly in relation to Fortinet products. Issues such as significant shipping and freight problems, poor support and communication, and logistical inefficiencies were common complaints. However, there were positive experiences reported from users in Germany, indicating regional variations in service quality.

Why It Is Interesting: This topic reveals the operational challenges and variability in service quality among distributors, which can significantly impact MSPs' ability to deliver timely and reliable services to their clients. Understanding these issues can help MSPs make better-informed decisions about their distributors and potentially seek out more reliable partners.

4. Transitioning Family-Owned MSP Businesses

Details of the Conversation: A system engineer expressed frustrations about being underpaid and carrying most of the operational load in his father's small MSP, which his father plans to retire from soon. The discussion revolved around the father's significant owner's draws, lack of retirement savings, potential client loss, and the emotional strain of the situation. Advice included having honest conversations, involving legal and financial experts, and considering market rates and buyout plans.

Why It Is Interesting: This topic touches on the complex dynamics of family-run businesses and succession planning. It highlights the emotional and financial challenges involved in transitioning ownership, especially when the outgoing owner has not planned adequately for retirement. The conversation provides practical advice for similar situations, emphasizing the importance of clear communication and professional guidance.

5. Migration from IT Glue to Hudu

Details of the Conversation: Users are discussing migrating from IT Glue to Hudu, focusing on ensuring a smooth migration process. They recommended hiring specific experts, like Mendy Green, for the migration and addressed security concerns, such as protecting self-hosted Hudu instances from Shodan exposure. The integration of Hudu with AutoTask and the challenges faced were also mentioned.

Why It Is Interesting: This conversation is pertinent to MSPs looking to switch documentation platforms due to dissatisfaction with their current solutions. The discussion offers insights into the practical challenges of migration, the importance of security in self-hosted solutions, and the benefits of expert assistance. It highlights the community's role in sharing experiences and solutions, providing a roadmap for others considering similar migrations.

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. Enhanced Mobile Functionality for RMM and PSA Tools

Gap: There is a clear demand for robust mobile applications that allow comprehensive management capabilities, including alerts, ticket management, and remote access. Opportunity: Develop a mobile app that provides a seamless and feature-rich experience, ensuring it matches or exceeds the desktop functionality. Focus on user experience, reliability, and performance to address the current dissatisfaction with "watered down" mobile versions.

2. Comprehensive Documentation and Integration Platforms

Gap: There is dissatisfaction with current documentation platforms like IT Glue, particularly regarding integration capabilities and offline backup options. Opportunity: Develop a documentation platform that offers seamless integrations with various RMM and PSA tools, robust offline backup options, and easy migration paths from other platforms. Focus on security, user-friendly interfaces, and comprehensive API support to enhance usability and reliability.

3. Optimized XDR Solutions for SMBs

Gap: SMBs need affordable, effective XDR (Extended Detection and Response) solutions that provide comprehensive threat detection and response capabilities. Opportunity: Create an XDR platform tailored for SMBs, focusing on ease of use, cost-effectiveness, and comprehensive threat coverage. Ensure it integrates well with existing security tools and provides robust analytics and reporting features. Consider offering flexible pricing models and strong customer support to attract and retain SMB clients.

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: Mentioned for its XDR capabilities and integration with backup, patching, and remote management.

Adobe: Mentioned in passing as a frustratingly expensive tool.

Alta Labs: Described as a "Ubiquiti killer" with great pricing and free cloud controller.

Alex Fields' Best Practices: Recommended for comprehensive M365 training.

Amazon Web Services (AWS): Discussed for its credits to offer clients free compute and migration budgets, and mentioned for running a modified version of DokuWiki as an alternative to IT Glue.

Aruba Instant On: Highlighted for its ease of deployment, lifetime warranty, and good reporting but criticized for poor alerting and logging features.

Atera: Allows viewing alerts, creating and replying to tickets, and remote access to machines with some limitations in mobile experience.

AvePoint: Mentioned for its role in complementing the M365 landscape.

Azure (Microsoft Azure): Discussed for cloud lab building and offering credits for migrations, slightly easier to sell compared to AWS.

Autodesk BIM360 / ACC Docs: Effective for cross-company and interoffice collaboration for AutoCAD and Revit files, despite being expensive.

Autotask PSA: Criticized for its slow and unintuitive billing and quoting functionalities, but also integrated with Sherweb for billing.

Backblaze: Mentioned as an affordable cloud storage option.

Barracuda: Criticized for poor support and reliability, but their managed SentinelOne received mixed reviews.

Blackpoint: Mentioned as a competitor to Field Effect but considered less comprehensive.

Blumira: Seen as a potential major player in the XDR market.

Cambium: Easy to manage with great margins, mentioned for its reliable performance.

Cisco Meraki: Known for being expensive but reliable with good API for monitoring and management.

CloudRadial: Highly praised for comprehensive client portal features, though client engagement can be challenging.

Cloudflare Zero Trust: Suggested for specifying apps that need to exit from HQ, noted for ease of setup and cost-effectiveness.

ConnectWise Manage: Used with TD SYNNEX for automated billing and recommended for PSA functionalities.

CrowdStrike: Regarded as a classic choice in XDR but criticized for recent decisions impacting its reputation.

Datto: Mentioned for better integration with IT Glue compared to Hudu and NinjaRMM, and for various products like RMM, EDR, AV, and Endpoint Backup.

Digital Ocean: Suggested for hosting a backup server using rsync.

Domotz: Suggested as a solution for importing devices into Hudu.

Dropbox for Business: Initially suggested for cloud storage but mixed reviews on scalability for larger teams or Revit files.

Egnyte: Supports both AutoCAD and Revit, more reliable than Dropbox or SharePoint for larger firms.

Exclusive Networks: Discussed for shipping issues, poor support, and better experiences in Germany, primarily in relation to Fortinet products.

Field Effect (FE): Praised for comprehensive cybersecurity services, strong support, and effective incident response capabilities.

Fortinet (FortiGate and FortiClient): Used for VPN solutions, integrating with Azure for authentication, and existing infrastructure includes FortiGate.

Google Drive: Mentioned with limitations for working with AutoCAD and Revit files, particularly with file conflicts.

GoTo Communications (formerly Jive): Meets all VoIP requirements but considered expensive.

Grandstream: Easy to manage with a built-in controller.

Hudu: Discussed for migrating from IT Glue, with recommendations for hiring experts and addressing security concerns.

Huntress: Noted for its M365 capabilities but criticized for being in a beta stage and lacking Google Workspace support.

IBM: Mentioned for an employee's long career starting with IBM in 1978.

Ingram Micro: Cloud provider for Microsoft 365 licenses and involved in billing integrations.

Invarosoft: Client portal that works without a PSA, offering full branding and various functionalities.

IT Glue: Criticized for lack of offline backup options and poor customer support, with users recommending switching to Hudu.

Jabra Engage 65 Mono Headset: Suggested for use with OpenPhone on an Android device for better comfort and noise cancellation.

Kaseya: Criticized for aggressive billing practices, poor support, and security concerns, but discussed for various products like Datto RMM and Quote Manager.

Leadwave MSP Contract: Mentioned as a resource for understanding what is included in an MSP contract.

Meraki Go: Less expensive, no annual subscription, cloud-managed but not suitable for MSPs according to some users.

Microsoft (M365, Azure): Various certifications discussed for training staff, with MS-900 seen as foundational, and Azure used for cloud lab building and migrations.

MSP Process: Brandable, easy-to-setup client portal mentioned.

MoveBot.io: Suggested for migrating Dropbox data to SharePoint or Google Drive.

N-able N-sight RMM: Mentioned but not elaborated upon.

Nadir Merchant: Called out for being unresponsive regarding IT Glue's lack of offline backup capabilities.

Netgear Insight: Works well for small jobs but limited in complex setups.

NinjaOne: Works well with additional tools like SplashTop and Accelo, and discussed for integration challenges with Hudu.

Office 365: Used for email and SharePoint services.

OptiTune: Mentioned but not elaborated upon.

Odoo: Used for various administrative tasks including billing, documentation, and project management.

Oracle OCI (Oracle Cloud Infrastructure): Highlighted for significantly lower monthly costs and successful customer migrations.

Panorama9: Mentioned but not elaborated upon.

Pax8: Used for billing integrations with various platforms, offering Acronis XDR.

Probax: Suggested for Dropbox backup at a lower cost.

Pulseway: Affordable with a strong mobile app allowing almost complete management.

Red Earth CPA: Accounting firm specializing in MSPs, suggested for financial assessment.

Renada: Partnered with HaloPSA for migration and automation.

Ruckus: Valued for build quality and reliable performance, offering cloud and self-hosted control options.

SentinelOne: Noted for its affordability and effectiveness, despite being more expensive than Microsoft Defender.

SharePoint: Mixed reviews for handling large files and complex references, mentioned as an alternative to Dropbox.

Skyetel: Recommended as a SIP trunk provider for 3CX.

SplashTop: Used with NinjaOne for remote access.

SOPHOS: Solid performance for larger clients over several years, with integration options for security.

Synology: Suggested for local storage solutions and used for backups and performing "Instant Restore" of VMs.

TD SYNNEX: Integrated with ConnectWise for Microsoft 365 billing.

Teams Phones with Clerk Chat SMS: Suggested as a possible VoIP solution by splitting off SMS to a different provider.

The Tech Tribe: Recommended for cultural training and community support in M365 management.

Todyl: Recently signed up by a participant, praised for its single portal management and SOC handling.

TP-Link Omada: Cheaper alternative to Ubiquiti with reliable performance and regular firmware updates.

Trend VisionOne: Mentioned as a top pick in XDR but noted for issues with Linux/RHEL environments.

Veeam: Mentioned as a better alternative for backup solutions.

VeraCrypt: Mentioned as a solution for storing offline backups securely.

VSA and VSA X: Both have Android mobile apps that should work for the user's needs.

WatchGuard: Mentioned for its great XDR product that integrates well with firewalls and endpoint protection.