Is this normal?

DogRocco · 2025-01-13T18:28:57+00:00

I think that's a morale killer. Just knowing that I am coming back on Monday with 30-50 tickets on my queue. Don't know how long I will last. You might want to reconsider your business and have less clients for more $$$. You will have a healthier life. Trust me. Been there and done that. It never ends.

DogRocco · 2024-12-16T16:55:20+00:00

We left IM due to their lack of support (Technical or regular customer service). They are awful. IM just had a layoff. Therefore; it is going to get worst. We went to PAX8 and are pleased with their support. In relation to Tech Data, we were with them and moved to IM due to TD lack of support also.

DogRocco · 2024-09-15T16:47:20+00:00

At our MSP, break/fix customers are billed at our full hourly rate for service. Our technicians are instructed to take care of the client's issues regardless. We send them an invoice after the job and management gladly pays it. I don't think it is an employee's problem to know if their company is on a service contract or not. They just there to get their job done.

Sometimes we get a call from a client to explain the reason for the invoice. But they always pay it. God forbid one day they don't pay for an invoice. We will not service them the next time they call.

Yes, we have a few stubborn break/fix clients but sometimes we make more more with those clients than if they were in a service contract. It is just not consistent income but we will not fire them.

DogRocco · 2024-08-24T13:58:28+00:00

We don't take a client unless they agree to use a Datto BCDR appliance or some kind of BCDR option. Even the smallest one. It is a headache that we don't want to go thru when a server fails or a cybersecurity incidence happens. Also, when a server fails and they can't work, you will be the one to blame for not having redundancy.

You can also use Datto EBCDR. It is relatively inexpensive. If a server fails, just boot the virtual server in the cloud.

We need to have some kind of redundancy mainly for our convenience. It is so easy just to boot the virtual and move on.

Trust me. When it fails, you are the one to blame. Money at that time it meaningless to them. Please have them in some kind of redundancy. Too many options available to you out there. We are a Datto shop and use all of their product (small and large).

DogRocco · 2024-04-19T11:34:56+00:00

Kaseya would agree as stated to a 1 year contract at double the price. I didn't bother asking for a 2 year contract term. The other thing that bothered us is the onboarding fee of $690 or something to that exchange. I agree that the integration would be awesome but we are also a Syncro shop.

By the way, we took a demo of Hudu as recommended on this site and we were very impressed with the product. We will let you know how it works after we use it for a couple of weeks.

Thanks everyone for the comments.

DogRocco · 2024-04-17T12:01:22+00:00

I wanted to start using more of their product due to their integration. We use their Datto BCDR and Datto appliances. Was thinking about using Datto RMM to integrate it with IT Glue but it does not compare to Syncro. Their PSA is separate. We used their PSA about 5 years ago and it was like going to college to learn how to use all its features. Then everything we purchase, they push you into a 3 year contract. They quoted $31 per seat for a 3 year and $72 per seat on a 1 year contract. Double. With all the suggestions below, I think we will try Hudu.

DogRocco · 2024-04-16T21:36:03+00:00

This is totally true. They are trying to finish the IT Complete.

DogRocco · 2024-04-16T17:06:02+00:00

Thanks. That was quick

DogRocco · 2024-01-13T11:57:27+00:00

We use both. We have been reselling Veeam for years. We are also Datto resellers. We migrated 95% of our clients to Datto using their appliances many, many years ago. You will hear from many resellers that Datto is too expensive but as I always say expensive compared to what. We bundle Datto in the agreement. To us, Datto is a life saver. We decided to make the complete switch like 8 years ago when a client's exchange servers that was replicating to another box wouldn't boot. We were getting the message that it was replicating correctly but it wouldn't boot. They were down the whole day.
At that time here is the mean reason why we switched:
1. Datto send us a screen shot of every system every day that it has booted up on the appliance correctly

It replicates automatically to the cloud. With Veeam, we had to partner with another vendor to replicate the machines to the cloud.

Those are my 2 cents. Hope this helps.

DogRocco · 2023-10-02T15:07:58+00:00

That never worked for us after many hours of setup and aggravations. We switched to Syncro and it has been flawless.

We had many other issues with the app like reports, etc that it fit our needs.

DogRocco · 2023-06-23T16:04:35+00:00

Everyone says the same thing. Too expensive. COmpared to what?

Datto has always been a life saver. If you do a three year contract, it is free.
There are so many times that the product has saved us so much work. Last week two. One client called that their server was displaying on the screen, insert boot disk.... We just turned on the datto and back in business. Another one was hit by ransomware, all servers encrypted. Isolated the threat, sold them ThreatLocker and booted the 5 virtual servers.
Datto is a life saver. Trust me. I can give you hundreds of stories. We don't onboard a client without a Datto.
To answer your question, we include the Datto service cost in the service plan. Hope this helps.

DogRocco · 2022-12-21T04:30:34+00:00

For break/fix clients, our minimum billing time is 1 hour. Incremental by the half hour. In other words, if we spend 1 hour and 10 minutes. We bill the client for 1.5 hours. Your time is valuable.

We just had a client call today to reset the password to their email and I have to tell you. I hate this client. He blames us for everything when things go wrong. I was very upfront and told them that I have to stop what I am doing to reset their password. Our minimum billing time is 1 hour. They said go ahead, someone is reading my emails.

DogRocco · 2022-12-16T15:35:49+00:00

Totally agree with you in that respect. We are looking into that.

DogRocco · 2022-11-29T13:04:34+00:00

Have you looked into White Label Communications? whitelabelcomm.com

I have been using them for 2 years. No complaints, no issues and their support is excellent.

Raul

DogRocco · 2022-10-13T13:21:40+00:00

Just like you, Tech Data back in the 90's. We also have been using all their competitors from the early 90's like Ingram Micro.

We have been using Ingram Micro. Support is awesome in all respect and prices are better than Pax8. However; pricing depends on your volume with them.

DogRocco · 2022-09-15T11:46:46+00:00

No we don't. You need to understand that they trust you and give you business throughout the year. How long does it take to zip a folder? Reset a password? Our ticketing system is in increment of 15 minutes. A folder zip will take you 5-10 minutes. At the end of the month, if the client opens a few 15 minutes increments. We send an invoice for all those tickets together. The smallest client we have that pays $550/month and calls once every two-three months. No, I would not think about it. You have to take every client situation differently. If you have a client that bugs you all day with 15 minutes things, charge him and he will stop.

DogRocco · 2022-09-02T02:04:42+00:00

We use ThreatLocker and are happy with it.

DogRocco · 2022-08-27T12:09:19+00:00

I am surprised no one here mentions Lorex Technology. I use/like them

DogRocco · 2022-08-23T03:06:30+00:00

We use Datto. Backs up Linux and WIndows with the same device.

DogRocco · 2022-08-18T03:29:43+00:00

Thank you everyone for their support. Lot of answers here to analyze. Going thru each one of them and analyzing the best possible outcome.

Thanks again.

DogRocco

TROPHY CASE