Channel Chatter, Sept 11 - 18, 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 was intrigued by two conversations which started on a technical angle.. and reveals so much more.

Looking to find an optimal balance of convenience and simplicity with my daily phone situation. What do you other MSP owners (or execs, engineers, helpdesk staff, etc) use for your personal and work phone situation?

There was a post about having two phones or dual SIM. I have been using dual sim (eSIM) for years and while it has its struggles I will never go back to two phones due to linking with my vehicle, ear buds, and watch.

It’s a variety of answers.

Only carry one phone. Few clients contact to have my number and I only answer specific calls if I want to. Our engenders used to have mobiles but we changed that and started telling clients to call the help desk. I eventually took all the SIM cards bs k from engineers that were still taking calls on them and forwarded them all to the help desk number.

Single phone, single sim. I don't need it separated. Very few clients have my cellphone number i can easily ignore calls or messages that are not important

I’m rocking two phones, I find it easier when it comes to separate my work life from my personal life. Once I’m off I just shutdown the phone.

VoIP account for calls and business text but I use my personal cell/iMessage to speak to key business connections like clients or key vendors without issue.

VoIP account my dude. Log into your work extension when you want to be available, log out when you don't.

My interest has little to do with the technical solution. Instead, I was taken back to a conversation when I first switched from being an MSP to a vendor. My boss asked me what the biggest thing that was different.

“I’m not afraid of my cell phone anymore.”

When I was an MSP, I, too, didn’t give my cell phone number to clients. It didn’t matter — the business still escalated to me, and my staff could reach me during an emergency. And far more than I would like, there were emergencies. I was a point of escalation, and if I was needed, it didn’t matter if I had two phones or one.

This is a conversation about solving a people and process problem with technology. Without the people and processes to handle the workload, it doesn’t matter how one has set up their technology.

And for vendors, a healthy reminder. Most of those who are interfacing with MSPs are in the sales, marketing, or customer management groups. The kinds of “crisis” moments you deal with significantly differ from the technical support organizations that MSPs run. Of course, you do deal with significant customer issues, because if an MSP is in pain, you have to help with that pain. Yet vendors have larger organizations of support — that people and process — that many MSPs do not.

Just a moment of perspective to remind vendors.

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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. Microsoft 365 Backup Solutions and Vendor Preferences

Summary: Users discussed their experiences with various backup solutions for Microsoft 365, with vendors like Kaseya receiving harsh criticism for poor service and reliability. Dropsuite, Datto SaaS Protection, and Cove emerged as preferred alternatives. There was a strong anti-Kaseya sentiment, with users sharing negative experiences regarding support and pricing.

Insights:

• Reliability is Critical: MSPs prioritize reliability and ease of use in their backup solutions. Vendors offering these attributes with strong customer support will win loyalty.
• Transparent Pricing: Users emphasized cost-effectiveness, particularly favoring vendors that offer transparent and flexible pricing models.
• Migration Ease: Vendors like Dropsuite won praise for their migration capabilities, signaling that migration tools and services can differentiate a backup provider.

2. Dual SIM vs. Two Phones for Business and Personal Use

Summary: MSP owners and staff discussed managing personal and business communications through either dual SIM phones or carrying two devices. While dual SIM setups are popular, users reported significant battery drain and accidental texting. VoIP solutions like Zoom, RingCentral, and Microsoft Teams were also widely adopted.

Insights:

• Work-Life Balance: MSPs value solutions that help separate work and personal life. Vendors providing better phone management features (e.g., dual SIM or seamless VoIP solutions) could capture attention.
• VoIP Flexibility: The conversation highlighted how MSPs increasingly use VoIP solutions to manage business communication. VoIP providers should focus on offering features that help users balance personal and professional communications effectively.

3. Co-Managed IT Services Best Practices

Summary: Participants explored the criteria for managing co-managed environments between MSPs and clients. Key factors included clear communication, governance plans, responsibility matrices, and strong relationships with client C-suites. Some MSPs argued that fully managed services should remain the ultimate goal, though co-managed services were seen as viable for certain types of clients.

Insights:

• Collaboration Tools: Vendors that support co-managed IT services with collaboration tools for defining roles, responsibilities, and processes can carve out a niche. This includes integrating with existing Professional Services Automation (PSA) systems and IT documentation platforms.
• C-Suite Engagement: Vendors should recognize the importance of strong client relationships at the executive level. Solutions that facilitate executive reporting and strategic IT planning can help MSPs deliver more value in co-managed environments.
• Flexibility and Automation: Automating processes like escalations and documentation can streamline co-managed services and make MSP operations more efficient. Vendors can support MSPs by offering automation that reduces scope creep and enhances accountability.

4. MSPs Managing Antivirus Agents and Stale Devices

Summary: MSPs debated how to handle antivirus (AV) agents on devices that hadn’t checked in for more than 30 days, especially for high-level users like CEOs who may use their devices infrequently. Different AV solutions like SentinelOne, Trend Micro, and Sophos were discussed for their ability to manage inactive agents.

Insights:

• Cost vs. Security: MSPs balance between saving costs by decommissioning unused licenses and ensuring high-security standards. AV vendors should offer flexible billing models, where only active devices are charged, and automatic redeployment when devices check back in.
• Automation and Monitoring: Vendors can improve MSP efficiency by automating agent redeployment and providing comprehensive monitoring tools to track device check-ins. Real-time notifications when devices come back online help MSPs maintain security without manual oversight.
• Security Risk Management: Solutions need to address potential security gaps caused by inactive devices, particularly for high-level users. MSPs prioritize minimizing risks while managing costs.

5. Vendor Relationships and Switching Dynamics

Summary: A user shared frustrations about moving Microsoft 365 licenses from one Cloud Solution Provider (CSP) to another. The discussion revealed the complexity of transferring licenses, accusations of predatory pricing, and challenges around renewing contracts. The dissatisfaction with the original CSP’s price hikes without prior communication led to users exploring alternatives.

Insights:

• Vendor Transparency: This conversation illustrates the importance of transparent pricing and vendor communication, particularly for long-term commitments like annual licenses. Vendors should ensure clear, upfront communication to avoid alienating clients.
• Ease of Migration: Vendors offering easy migration between services or flexible contract structures are positioned to capture clients disillusioned with their current providers. Migration-friendly tools and processes are essential in attracting MSPs looking to switch providers.
• Pricing Competition: The accusation of predatory pricing indicates the market's competitiveness. Vendors must ensure that pricing is competitive but sustainable and clear value propositions are communicated to prevent customer churn.

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. Automation-Driven Co-Managed IT Platforms

Gap Identified: Managing co-managed IT environments requires extensive communication, responsibility matrices, and clear escalation paths. Many MSPs struggle with scope creep and manual management of client interactions.

Opportunity: Create a co-managed IT platform that facilitates better collaboration between MSPs and their clients. The platform should include:

• Automated workflows for task delegation and escalation across both parties (client and MSP).
• Responsibility matrix templates that can be customized for different client relationships.
• Integrated communication and reporting tools for client executives (C-Suite) to monitor progress and operations.
• Scope management tools that automate service-level agreement (SLA) enforcement, preventing scope creep.

Why It Matters: As more organizations adopt co-managed IT models, tools that streamline these relationships with automation will help MSPs reduce manual work and improve client satisfaction.

2. Antivirus (AV) Management with Flexible Billing Models

Gap Identified: MSPs struggle with managing antivirus agents on devices that haven't checked in recently, leading to security risks. Existing solutions lack flexibility in decommissioning and reactivating agents, and billing models are often rigid.

Opportunity: Develop an AV solution with adaptive management and billing. Key features could include:

• Auto-decommissioning and reactivation of AV agents based on device activity, reducing the need for manual intervention.
• Flexible, usage-based billing that only charges for devices that are actively in use during a billing cycle.
• Real-time monitoring and alerts to notify MSPs when devices come back online or become inactive for extended periods.
• Remote redeployment capabilities that allow MSPs to re-install AV agents on devices that have gone inactive without requiring user intervention.

Why It Matters: MSPs are actively seeking solutions that minimize manual work and reduce unnecessary costs. A more flexible AV solution could appeal to both cost-conscious and security-focused MSPs.

3. QBR (Quarterly Business Review) and Client Engagement Tools

Gap Identified: Many MSPs see value in Quarterly Business Reviews (QBRs) but struggle with client engagement, particularly when reports become too technical or are perceived as sales pitches. Some users prefer more frequent, informal check-ins over structured QBRs.

Opportunity: Create a QBR and client engagement tool that improves transparency, makes reviews more business-centric, and increases client involvement. Key features could include:

• Customizable report templates that focus on business outcomes rather than technical metrics.
• Integrated client dashboards where clients can access real-time updates and reports, reducing the need for long meetings.
• Gamified engagement tools that track and reward client participation in strategic planning sessions.
• Automation for micro-check-ins, allowing MSPs to conduct shorter, more frequent reviews that align with client expectations.

Why It Matters: MSPs want to provide value in their client relationships without overwhelming clients with technical jargon or unnecessary meetings. A tool that simplifies QBRs and makes them more client-friendly will resonate well.

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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: Praised for its performance and rebate offers when switching from other backup vendors.

Aircall: Mentioned as a VoIP client used for handling business communication.

AvePoint: Considered a good alternative in discussions about Microsoft 365 backup solutions.

Axcient: Mentioned by users who switched to Axcient from other providers, like Kaseya, due to dissatisfaction.

Barracuda: Discussed positively for its Cloud-to-Cloud backup capabilities.

Bitdefender: Recognized for its billing model, only charging for PCs that are online during the billing period.

Call Rail: VoIP client mentioned with features like call recording and tracking.

CBC Technical: Recommended as an MSP but faced skepticism regarding the credibility of its owner. Negative sentiment surfaced due to concerns over self-promotion and integrity.

Cisco: Mentioned in passing in discussions about networking hardware vendors like Meraki.

CIPP: Recognized for its role in setting up GDAP relationships in Microsoft 365 tenant management.

Cloudflare: Suggested as a cost-effective and secure DNS management option in discussions about migrating away from GoDaddy.

Comet Backup: Mentioned due to issues with VM restorations; received negative feedback for poor support and technical problems.

ConnectWise: Users expressed strong negative sentiment due to trust issues and mishandled project management, especially regarding ScreenConnect.

Cove: Recommended as a preferred backup solution in discussions about alternatives to Spanning.

Curricula: Highlighted as a tool for providing security awareness training (SAT) episodes.

Datto SaaS Protection: Frequently praised as a replacement for Spanning, particularly for its integration with Autotask and ease of use.

Datto RMM: Recommended for its simple interface and remote capabilities after users moved away from ConnectWise.

DNSMadeEasy: Mentioned as a reliable DNS hosting service.

Dropsuite: Highly recommended by several users for its fast performance and rich features in Microsoft 365 backups.

ESET: Mentioned as allowing AV deactivation without uninstalling the control agent.

Facetime: Mentioned in passing as an option for remote support but not elaborated upon.

Field Nation: Mentioned for use in site deployments, but noted for inconsistent results due to reliance on independent contractors.

Fortinet: Received mixed feedback; while praised for strong security features, it was criticized for poor channel support, vulnerabilities, and firmware issues. Negative sentiment centered around dissatisfaction with support.

GoDaddy: Criticized for poor customer service, limited backend access, and predatory practices in domain renewals. Negative sentiment was prevalent due to these limitations.

Google Duo: Mentioned briefly in the context of remote communication but not expanded upon.

Google Voice: Listed as a widely used VoIP client by MSPs.

GravityZone: Mentioned for billing only for active agents during the billing period, with notifications for reactivations.

GSD Solutions: Praised for its strong team in the context of MSP recommendations.

Humanize: Used for virtual CIO work in the context of conducting QBRs.

Huntress: Discussed for its alerting features, particularly around password file detection. Positive sentiment was noted for its Security Awareness Training (SAT) products.

Intermedia Unite: A popular VoIP solution among MSPs for business communication.

Inky: Praised for its smart email security banners that adjust based on content, reducing banner fatigue.

Ironscales: Mentioned for adding dynamic email security banners based on content and sender analysis.

IT Glue: Discussed as a documentation tool used by MSPs for client management.

Kaseya: Predominantly discussed with negative sentiment due to poor services, business practices, and dissatisfaction with backup solutions. Users expressed strong frustration with Kaseya’s performance and support.

KeepIT: Listed as an option for Microsoft 365 backups but not extensively elaborated upon.

Macrium Reflect: Mentioned as a simpler alternative for recreating boot records during a Comet Backup failure.

Mashable: Referenced for offering cheaper software keys, but concerns about legitimacy were raised.

Meraki: Mentioned for its ease of use and cloud features but criticized for high costs.

Mesh Central: Briefly mentioned as an alternative for remote access.

Microsoft: Central to many discussions, including Microsoft 365, Azure, Teams, and backup solutions.

Microsoft 365: Discussed extensively for tenant management, backups, and licensing challenges.

Microsoft Entra ID: Discussed as part of tenant management and identity transitions in Azure Files migration.

NetFoundry (OpenZiti): Mentioned as a zero-trust network overlay solution for VPN needs.

NewEgg: Chosen as a vendor for purchasing a digital Windows upgrade key, offering a lower price than Pax8.

NZCS: Mentioned as an MSP recommendation.

Pax8: Considered for license upgrades, but users found its prices higher than other vendors like NewEgg.

PowerBI: Discussed as a higher-margin service offering for MSPs seeking business operations solutions.

Porkbun: Mentioned as a reliable registrar option during discussions about migrating away from GoDaddy.

RingCentral: Frequently used by MSPs as a VoIP solution for handling business communication.

Rubrik: Mentioned in discussions about advanced security and compliance solutions, with mixed views on performance.

ScalePad: Mixed reviews; praised for QBR preparation but criticized for aggressive sales tactics and price increases.

SentinelOne: Mentioned positively for its automatic billing and reactivation policy in antivirus management.

Snap Tech IT: Praised for its excellent service in the context of MSP recommendations.

SonicWall: Mentioned briefly in discussions about network security vendors.

Sophos: Received praise for its strong channel support and integration with other systems but faced some criticism regarding the user interface.

Spanning: Criticized for issues like license management and lacking auto-reclaim functionality.

Strategy Overview: Mentioned as an app for QBR and vCIO management, including asset and license management.

SureMDM: Recommended as a remote management tool for troubleshooting and connecting to devices.

Synology: Briefly mentioned in discussions about backup solutions.

Tailscale: Suggested as a VPN alternative.

Team Logic IT: Recommended as a potential MSP vendor.

Trend Micro: Noted for its inactive period policy, allowing reprovisioning when devices come back online.

Twingate: Recommended as a potential VPN solution.

Ubiquiti: Discussed in the context of website partner logos that displayed incorrectly on mobile devices.

Uptimeglobal.tech: Mentioned as an alternative provider for outsourcing help desk services.

Veeam: Received mixed reviews in the context of backup solutions, with some finding it cumbersome and others appreciating its reliability.

Verizon: Used for personal phone lines by MSP owners in the discussion about work-life balance.

WordFence: Recommended as a firewall solution for WordPress-based websites.

WordPress: Identified as the platform used to build a website discussed for MSP business use.

Zoom: Mentioned as a popular VoIP and business communication tool used by MSPs.