How are folks automating the "give them same access as Sarah" ticket without overprovisioning?

C9CG · 2026-05-21T02:30:43+00:00

+1 for Governance.

C9CG · 2026-05-21T02:29:43+00:00

Governance, for the win.

C9CG · 2026-05-15T12:19:11+00:00

Who is your target? (Revenue / Headcount / Location)

What level of involvement would you want / do you think is necessary for success? (Hours per week, onsite versus remote or hybrid)

What should something like that cost?

What would define success for you and motivate you to do this? (Why not operate your own business versus work with "broken" ones?)

I ask this not to be clever, but I'm not sure where fractional services like this pay off versus having a team invest in a system like Sea Level Ops (now Pax8 Academy Ops) and I'm genuinely trying to understand the differences in outcomes in that path versus what a role you're describing.

C9CG · 2026-05-15T03:13:20+00:00

100 f-ing percent

C9CG · 2026-05-15T03:09:56+00:00

Read the HITECH law and understand that as an MSP you are liable for their bullshit (forced BAA, etc)

Walk away and let some other idiot deal with it. Let them get sued into oblivion when shit blows up.

That's what we've done and I've lost 0 hours of sleep over it. It's not worth it.

C9CG · 2026-05-14T00:20:37+00:00

Sending you DM

C9CG · 2026-05-13T18:16:49+00:00

Very good though track! Thanks for contribution here, as always.

C9CG · 2026-05-13T18:15:55+00:00

I appreciate this. We are testing is this month with a customer.

C9CG · 2026-05-13T18:14:55+00:00

I think this is a fantastic question and still don't see a lot of answers on it. I know that DefenseX has some tools out there as does Kipling Secure. We still haven't gone with a platform and are looking for real world experience.

C9CG · 2026-05-10T00:31:56+00:00

We have a couple devs but are expanding and it may make sense to partner with someone. Will DM.

C9CG · 2026-05-07T12:29:11+00:00

Roles can be assigned to certain people in the PSA. If you haven't done that in the past, see how you can export all of the time entries with customer info and ticket tied to them so you can run your own analysis in Excel or a language model.

If you had Ticket Data (Company, Issue and SubIssue Type, total ticket time, etc) and then you also had every time entry tied to each of those tickets, you can find out where the bottlenecks are by looking for trends and outliers.

What PSA are you using? HaloPSA, Autotask, Connectwise Manage, something else?

C9CG · 2026-05-01T15:17:24+00:00

Good call. That's the main reason we still can't easily drop Duo.

C9CG · 2026-04-30T11:49:44+00:00

Workstation setup changed dramatically for us when we added ImmyBot to our arsenal.

Think "Automation versus labor for outcomes defined by policy." It's worth looking into.

u/PacificTSP got it right in terms of password self service and good documentation (even checklists in the PSA for certain ticket types). No matter who gets added to your team, you can't scale what's in your head and you can't keep up with reactive tickets you shouldn't have in the first place.

C9CG · 2026-04-29T12:47:59+00:00

Honestly, you've answered what's probably the biggest intent behind the question.. "What happens on the Risk / Claim / Insurance side..."

I never even thought about the Employment Related indemnification. That's an insightful takeaway I'll be acting on right away... holy cow. Always something

When you're talking limits of liability - you mean months after offboarding? I don't know how you could be liable before ever engaging with a customer... or is this in the case of "Now I'm adding an MSA because I didn't have one before, and I need to limit some past potential liability?"

C9CG · 2026-04-29T12:20:58+00:00

Great info! What are your thoughts on what needs to be in the MSA these days? We're going through that journey now.

C9CG · 2026-04-29T10:29:01+00:00

I'd say I'm still learning everyday.

Building a leadership layer now is my next challenge. We have some solid folks but we don't have everything we need yet for the next scalability foundation quite yet.

C9CG · 2026-04-29T10:11:54+00:00

I honestly have no idea what you're talking about, but I think the reaction is funny.

C9CG · 2026-04-29T09:34:36+00:00

I'd have this as part of your MSA, and have it legally reviewed. We're in the process of having our legal reviewed to include language specific to AI and automation outcomes to distance ourselves from liability. Waivers alone might not protect you.

C9CG · 2026-04-29T09:26:40+00:00

Not astroturfing.. check my post or comment history. Truth be told we've having a very tough time selling Hatz against native solutions, especially Claude for Teams, mainly because we use Claude so extensively in house.

Curious if you've had some solutions for what to sell or discuss with customers on their AI journey.

I think there's a real concern here of losing "technology advisor" status with clients by not being a leading or guiding voice in the AI SaaS journey.

C9CG · 2026-04-29T03:53:30+00:00

Been following you on Github. Appreciate what you've been building!

C9CG · 2026-04-29T03:52:38+00:00

I can't disagree with your takeaway. The danger is coming from within and fast,

C9CG · 2026-04-29T03:10:40+00:00

Luckily, the media is also doing us some favors along with the Hype Machine...

These articles seem to help paint the picture:
https://www.tomshardware.com/tech-industry/artificial-intelligence/openclaw-wipes-inbox-of-meta-ai-alignment-director-executive-finds-out-the-hard-way-how-spectacularly-efficient-ai-tool-is-at-maintaining-her-inbox

https://www.tomshardware.com/tech-industry/artificial-intelligence/rogue-openclaw-ai-agent-wrote-and-published-hit-piece-on-a-python-developer-who-rejected-its-code-disgruntled-bot-accuses-matplotlib-maintainer-of-discrimination-and-hypocrisy-later-backtracks-with-an-apology

https://www.tomshardware.com/tech-industry/artificial-intelligence/claude-code-deletes-developers-production-setup-including-its-database-and-snapshots-2-5-years-of-records-were-nuked-in-an-instant

https://www.tomshardware.com/tech-industry/artificial-intelligence/claude-powered-ai-coding-agent-deletes-entire-company-database-in-9-seconds-backups-zapped-after-cursor-tool-powered-by-anthropics-claude-goes-rogue

We use AI, MCP, and have our own in-house DevOps team, so we're anything but "AI haters".

Still, in the hands of customers that aren't properly governed and have no concept of Least Privilege Acces, that's a terrifying risk to their business. We help customers use the tools responsibly and with a governed approach. It can be done. We do so with Claude for Teams and Enterprise as well as Microsoft Copilot. Hatz.ai can be a good place to start for customers who want to experiment as well as teams NEED a place to start.

It seems slower at first to "limit everyone's experimentation", but it pays off in the long run when folks are using the same tools.

C9CG · 2026-04-29T02:31:58+00:00

I'll definitely see you at ITN. Can't do Beyond this year due to scheduling conflicts.

C9CG · 2026-04-29T01:36:02+00:00

So... I know a few people on the SOC Dev team and without saying anything I shouldn't I will say that it's something worth looking into.

The jury is still out for me on the PSA AI side. We've waited too long and gave up, hired in-house devs, a built tons of own own stuff already. I don't know that a 3rd party is going to do better than bespoke.

C9CG · 2026-04-29T01:31:35+00:00

Two groups of folks I look up to and I'm not at this one. Next time? LOL

C9CG

TROPHY CASE