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.
Yet again billing rears its ugly head in terms of causing friction for MSPs.
A caution to anyone transfering a client within Pax8. If the rate they charge you is higher than the outgoing partner, they will charge the acquiring partner the rate difference for the balance of the month. So the end result is the outgoing partner still paid for the full month, the client was charged by the outgoing partner for the full month, but you as the acquiring partner are now stuck with a fee that is entirely unrecoverable.
Note I am not talking about paying for the prorated portion of the subscription - just the difference in rates for the balance of the month. If it was a prorated portion then it would be logical - outgoing partner gets a credit, credits the customer for the balance of the month, new partner pays for the balance and charges the client starting on the transfer date. But this is not how they do it.
Now, this is solved with a simple solution.
You need to set all transfers to go through on the 2nd of the month to avoid this moving forward. Pax8 pulls vendor usage on the first for the previous month. Therefore, if you schedule all transfers to go through on the 2nd the previous partner will be invoiced for the previous month and you won’t be invoiced until the following month for that month.
This is one of those subtle details of how billing works that is tough to get right. Most billing systems think about sending and receiving invoices, and rarely are you transferring accounts between customers. It’s easy to see how this might be difficult.
As vendors grow and become less personal, this kind of grind results in friction. Which results in the complaints stacking up.
PAX8 used to be a partner of Arrow when they 1st started but then started to reach out to Arrows clients directly to switch them over, was pretty un ethical in my view
This comment has absolutely nothing to do with the invoicing — nor the well-intentioned warning from a Pax8 customer to others. The pile-on effect.
It’s easy to forget that billing and invoicing is a customer touch point, and getting this right, and as frictionless as possible, is an ongoing challenge… and the most valuable time you can spend. Don’t mess with the money.
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.
Vendor Discussions and Comparisons: Various conversations delve into comparing different vendors for specific solutions, such as firewall options (Fortigate vs. SonicWall), MDM solutions (Intune, Hexnode, Addigy, Jamf), and PSA tools (HaloPSA, Connectwise, Autotask). These discussions reflect the ongoing need for MSPs to evaluate and select the most suitable vendors for their specific needs.
Data Security and Breaches: Security concerns are a major topic, particularly in the context of data breaches (e.g., at Okta) and the increasing frequency of such incidents. This underscores the critical need for robust security measures in the MSP and IT services sectors.
Choosing Operating Systems and Tools: There are diverse opinions on operating systems (Mac OS, Linux, Windows) and their suitability for managed services. This highlights the importance of aligning system choices with the nature of work and client requirements.
Emerging Trends and Future Predictions: Discussions about future trends, such as automated reporting and AI/ML in security, indicate a focus on innovation and staying ahead in a competitive market.
Training and Skill Development: Conversations about training approaches within MSPs reveal a wide spectrum of practices, from extensive training programs to a "sink or swim" approach. This suggests varying levels of investment in employee development across the sector.
Pricing Strategies and Billing Models: There's a significant focus on pricing strategies and billing models. The discussions range from transitioning to fixed, monthly invoices to strategies for adjusting pricing for long-term clients, reflecting the evolving nature of business models in this sector.
Cybersecurity and Compliance: There's a consistent theme around the importance of cybersecurity and the challenges in building and managing effective security programs, particularly for smaller MSPs.
Adapting to Client Needs and Industry Changes: Many discussions revolve around adapting services and offerings to meet changing client needs and industry trends, such as cloud migration, backup solutions, and remote workforce management.
Legal and Ethical Considerations in Data Retention: The focus on legal and ethical issues, particularly around data retention in the context of a client's legal troubles, is noteworthy. While compliance and data security are common topics, the specific angle of legal ethics in data handling is less frequently discussed and indicates a nuanced understanding of the responsibilities MSPs hold.
Employee Training Approaches: The range of training practices within MSPs, from structured programs to a more informal "sink or swim" approach, is an intriguing topic. It reveals the varied strategies companies adopt for employee development, which might not be as commonly discussed in broader industry conversations.
Double Billing Practices: The mention of double billing practices, while not a positive aspect, is unexpected and highlights some of the ethical challenges and malpractices that can occur within the industry.
Discussion on Management Tools CIPP and Lighthouse: A detailed conversation about the management tools CIPP and Lighthouse, focusing on their functionalities, integration, and support. CIPP was preferred for its speed and integration with Ninja, despite some technical issues and support disappointments. Other vendors like MSPMagic and Datto RMM were also discussed, with Ydentic being recommended for multi-tenant user management. This conversation reveals the critical evaluations MSPs undertake in selecting tools for efficiency and scalability.
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.
Comprehensive MDM Solutions for Mixed-Device Environments: There's a need for more robust Mobile Device Management (MDM) solutions that can effectively manage a diverse range of devices, including Apple, Windows, and Linux systems. While vendors like Hexnode, Addigy, and Jamf were mentioned, there seems to be a gap in solutions that can seamlessly integrate and manage all these platforms efficiently.
Effective SIEM Solutions for Small to Mid-Sized MSPs: There is a demand for Security Information and Event Management (SIEM) solutions that are affordable and manageable for smaller MSPs. A conversation around Seceon and Blumira suggests a market gap for SIEM platforms that balance cost, simplicity, and comprehensiveness, especially for teams lacking extensive resources or expertise, which these vendors are looking to fill.
Vendor Management Tools with Enhanced Security Compliance: Participants highlighted challenges with vendors not complying with security standards and protocols. There appears to be a gap in tools or platforms that facilitate better vendor management, ensuring compliance with security norms and reducing risks associated with vendor software and access permissions.
Integrated RMM Solutions with Flexible Pricing: The discussion about alternatives to Atera indicates a need for cost-effective Remote Monitoring and Management (RMM) solutions that provide flexible pricing models, especially for new or smaller MSPs. An integrated solution that can handle a variety of operating systems and integrates well with commonly used antivirus software like Bitdefender is also sought after.
Cloud Migration Tools with Metadata Preservation: During cloud migration, maintaining metadata integrity is a significant concern. Tools that can effectively handle the migration process while preserving metadata, offering simulations, and providing detailed logs are in demand.
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.
Action1: Discussed in the context of MSP pricing strategies.
Addigy: Mentioned as an option for Mobile Device Management (MDM).
Amcrest: Part of a discussion on IP camera systems.
Apollo: Recommended for sequencing emails and calls, noted for its efficiency and cost-effectiveness compared to ZoomInfo.
Arrow: Praised for great margins in the context of distribution channels in Canada, but involved in an ethical issue with Pax8.
Atera: Discussed as a cost-effective Remote Monitoring and Management (RMM) software.
Avigilon: Mentioned in the context of IP camera systems.
Axis: Part of a conversation about off-the-shelf IP camera systems.
BeyondTrust: Mentioned in a discussion about vendors complying with security standards.
Bitdefender GravityZone: Discussed in the context of MSP pricing strategies.
Blumira: Praised for affordability, unlimited logging, and free suite for MSPs, though noted as being in early development stages.
Bomgar: Mentioned regarding vendor compliance with security standards.
Brightgauge: Popular among participants for data analytics, but compared with MSPBots for comprehensiveness.
Cisco: Mentioned as a vendor option in a discussion on MDM.
CIPP: Preferred for its speed and integration with Ninja, though some technical issues and support concerns were noted.
Dahua: Discussed in the context of recommendations for IP camera systems.
Datto RMM: Praised for M365 management, viewed positively but not as comprehensive as CIPP.
Everything MSP: Mentioned for webinars focusing on prescriptive selling.
Fox & Crow: Recommended for its sales process.
GCITS: Mentioned in relation to a previous transport rule PowerShell system.
Geovision: Included in a list of vendors for IP camera systems.
GDAP: Mentioned regarding its integration for accessing Teams and Intune admin centers.
Hanwha: Discussed as part of a recommendation for IP camera systems.
Hexnode: Mentioned as an MDM option.
Hikvision: Part of a discussion about IP camera system recommendations.
Huntress: Raised concerns about its product's ability to detect compromised accounts.
IBM: Mentioned in a discussion on MDM options.
Ingram: Recognized for deal registrations but critiqued for platform glitches and higher hardware pricing than retail.
Inky: Mentioned in the context of email security solutions.
Intune (Microsoft): Central to a discussion about MDM options.
ITGlue: Mentioned as a platform used for training and managing IT documentation.
Jamf: Discussed as an option for MDM.
Kandji: Part of a conversation on MDM solutions.
Lifecycle Insights: Mentioned in a discussion on solutions for monthly executive reports.
LinkedIn: Discussed in the context of sales and marketing strategies for MSPs.
LogMeIn: Mentioned in the context of MSP pricing strategies.
Lorex: Discussed as a vendor in the context of IP camera systems.
Loxo: Recommended for streamlining sales processes.
Mailshake: Suggested as a month-to-month tool for sequencing emails and calls.
Meraki: Mentioned in the context of IP camera system recommendations.
Microsoft (Surface, Windows 11, Microsoft 365): Central to various conversations, including product compatibility issues and data retention in legal situations.
Microsoft 365 Lighthouse: Mentioned in a discussion about MDM options.
Milestone xpress: Part of a conversation on IP camera systems.
Mosyle: Discussed as one of the MDM options.
MSPBots: Suggested as a comprehensive data analytics tool.
MSPMagic: Viewed as a good product but not as comprehensive as CIPP.
MyITProcess: Mentioned as a vendor in a discussion about data analytics and reporting tools.
N-able: Mentioned in the context of vendor compliance with security standards.
N-Central: Part of a discussion on MDM options.
NinjaRMM: Discussed in the context of MDM solutions.
Office 365 (Microsoft): Mentioned in the context of MSP pricing strategies.
Outplay: Suggested as a month-to-month tool for sequencing emails and calls.
Pax8: Discussed in several contexts, including issues with Canadian sales taxes and unethical practices regarding client transfers.
QuickBooks (Intuit): Central to a discussion about its transition from desktop to online versions.
Reolink: Mentioned in a discussion about IP camera systems.
Rhombus: Part of a conversation about IP camera system recommendations.
Salesforce: Discussed for its built-in sequence tool and in the context of sales strategies.
Sage: Mentioned as an alternative accounting system but described as problematic and antiquated.
Seceon: Discussed for its AI/ML SIEM platform and the challenges of bringing full SIEM in-house.
SecureLink: Mentioned regarding vendor compliance with security standards.
Splashtop: Discussed in the context of vendor compliance with security protocols.
Synology (Surveillance Station): Part of a conversation about IP camera systems.
Tech Tribe: Mentioned in the context of MSP pricing strategies.
TP-Link Omada: Discussed as a vendor in the context of IP camera systems.
Ubiquiti (UniFi Protect): Mentioned in a discussion about IP camera systems.
Uniview: Part of a discussion on IP camera system recommendations.
Verkada: Discussed as part of a recommendation for IP camera systems.
Ydentic: Recommended as a multi-tenant user management platform, but its relevance was questioned.
ZoomInfo: Compared with Apollo in terms of efficiency and cost in sequencing emails and calls.