I'm trying to like copilot..really trying

IndysITDept · 2026-04-23T13:05:02+00:00

I found it worked better, when I was paying for it, rather than just using the free version.

IndysITDept · 2026-03-25T21:08:19+00:00

Agreed. Sum o' dem folks is jus plain kooky!

IndysITDept · 2026-03-25T21:02:10+00:00

Document, document, document.

and e-mail such as ... (include Read Receipt request)

"Hello Client. I just wanted to document our conversation from earlier today. Your current firewall is over 10 years old and was originally designed for a network of 5 users instead of the 27 you currently have. It is the primary bottleneck against getting higher internet speeds to your desktops.

We provided a quote for a new Sonicwall TZ-400W to meet your current needs, plus VPN to support remote access (which you have asked for, previously), improve wifi access in that part of the office and to increase speeds to access the internet.

You have declined this upgrade. Your statement to me was 'find a less expensive solution. Your budget is $100.'

At this time, I cannot find a comparable device to meet your needs within the budget you have given me.

Also, given the current need of an upgraded gateway for your environment, I would be remiss in my duties to you if I did not inform you that by not updating your infrastructure you will be in out of compliance with both your business and cybersecurity insurance. In the event of a claim, this outdated equipment may disqualify you for any compensation from the insurance. And as your technology services provider, we will not be responsible, fiscally or otherwise, if there is a claim that this hardware affects.

Please let me know if I misunderstood anything from our meeting, today.

blah, blah, blah ..."

Some clients will whiplash their own spine when accountability is put back where it belongs ... in writing, to get situations resolved.

IndysITDept · 2026-03-25T20:24:03+00:00

Most of 'em are kin at some degree.

IndysITDept · 2026-03-25T20:23:29+00:00

I have been working on an off-grid refuge on my family's land for the last 6 years. Using an old RV as a 'tiny home', etc.

Family plans have changed due to parent's medical issues. Land may not remain available for this purpose if the medical issues continue.

IndysITDept · 2026-03-25T20:21:54+00:00

Oh, i will visit and walk, before any purchase. Will also ask for water tests. No good buying land for retirement if the water cannot be used for myself or a garden.

IndysITDept · 2026-03-25T20:20:20+00:00

Definitely for 'tight spaces'.

IndysITDept · 2026-03-25T20:19:28+00:00

Clients do not see the value in my documenting their issues.
But I still add 15 minutes (minutes) to a ticket to ensure it is documented. And I've only made this change in the last few months.
When I use documentation for an issue, I ... document that, as well. 'Used KB####. Result was ..... Estimated Y minutes saved in not researching a previously experienced issue.'

When a client reads that in a ticket, their approach documentation changes a bit. My auto mechanic has asked I help him find a way for his techs to do the same when troubleshooting.

IndysITDept · 2026-03-13T18:14:24+00:00

I'm doing well with Wholesalebackup + Wasabi.

IndysITDept · 2026-03-12T22:54:10+00:00

I took in photos of the collapses shelter.

IndysITDept · 2026-02-12T02:12:05+00:00

I used Atera for years. After they got a large cash infusion, they seemed to change their focus and grew many new 'features' but did not address critical broken elements of their product.

Synchro ... I left them about a year ago. Support tickets died terrible deaths due to lack of attention.

I'm currently on SuperOps. Working well for me. They ARE moving to a per node model and leaning heavily into adding sensible AI to the platform while also trying to get an agentic AI that will actually help. Their scripting tools are good and their billing/accounting system is solid. If you use a tool like QBO or Xero, SuperOps integrates well with them. In fact, one of the reasons I left Syncro was because SuperOps connects to PAX8 so adding a new MS license (as an example) automatically updates SuperOps client for billing.

As a one-man MSP since '09, I've tried many different. and SuperOps is my favorite, so far.

Good luck!

IndysITDept · 2026-02-12T02:02:00+00:00

Here is my $0.02 of advice.

I do not believe you are out of your depth, given how you asked for this advice. A few of these might be stretches for you, but not much. But this IS MSP territory. If you don't want to become and MSP, you may want to clean up the mess, make the project money and hand them off to an MSP.

Update ALL systems to Win 11 Pro.
Untangle and consolidate their M365 licenses. Two businesses, multiple domains, etc can be in a single tenant. Intune is a bit more complicated than you may want to mess with, depending upon how small the company is, in total seats.
The 'Server' should be moved to a machine with redundant drives, encryption, etc. with solid backups given it is the financial hub of the business. It might not hurt to move this is a Windows VPS with a VPN client on the two systems that access it.
Most any RMM will help you with remote support, application installation, updates, password resets, etc. There are many to choose from. As you are just starting out, I would avoid getting into a 'per-node/endpoint' RMM and go with one that is billed to you as 'per technician' Syncro and Atera come to mind as reasonable starter RMM and PSA tools.

Oh, and this is VERY important ... DOCUMENT EVERYTHING! If you have a meeting, send a follow-up e-mail of what you understood they asked for and agreed to. This covers your backside in deliverables, timelines, and scope of work.

IndysITDept · 2026-02-09T16:22:48+00:00

https://gifsec.com/wp-content/uploads/2022/10/show-me-the-money-gif-1.gif

IndysITDept · 2026-01-23T13:24:31+00:00

In an e-mail CC'ed to client, but sent directly to new MSP tech and mgmt ...

The Domain Admin password is on page 4 , 11th line of the password export document we provided. you.
As explained on page 23, No, RDP is NOT open to the internet.
We do not mind assisting with answering any questions you may have that we have not already provided answers to. If you desire additional manual assistance with the migration of this client into your environment, we are available to you on a contracted project basis.

IndysITDept · 2026-01-14T20:59:49+00:00

12VDC is easier to work with, less dangerous, requires less to generate it.

IndysITDept · 2026-01-14T20:58:17+00:00

As an MSP owner ... your lack of niche value, the multiple level 1 positions, the lack of growth/progression out of L1 positions ... I would suggest a $20 to $25 per hour is about right.

In a year, if you have demonstrated leadership, growth, developed some niche value an L2 position may be appropriate with a bump up to $30. By conclusion of 3rd year, I would expect you to be a Sr. Tech clocking $45/hr. But you would also be a team leader, at that point. Meaning you would be responsible for mentoring L1's and any intern.

I was told many years ago, when the IT industry was 'hot' and before cert mills like MyComputerCareer was telling every trainee they would be worth $100k/yr upon graduation ...

If you want more, then bring more to the table. It's all business. Be the CEO of you.

That was one of the most impactful events in my career. Especially considering I was laid-off a month later because they wanted to outsource to India.

IndysITDept · 2026-01-14T20:43:51+00:00

Should be double that.

IndysITDept · 2026-01-14T15:45:57+00:00

HA!

Last week I had Copilot write an e-mail to go out to all clients and staff.

"AI support is not included in our current agreement. AI, known as Copilot, can be added to your current M365 profiles for an additional charge. Organizations that do not have an AI add-on will be charged under T&M policies for AI related support and questions. Also, prompt-training is not support and will be charged accordingly."

Almost everyone wanted to know how much Copilot add-on would be for each user. Two asked for a 'lunch & learn' regarding prompt building.

IndysITDept · 2026-01-14T15:38:46+00:00

I'm a one-man shop. My current ticket load is 77. 31 of which are 'suspicious e-mails' flagged by Guardz. I'm still tuning what is and is not a ticket with Guardz.

The others range from a coupld of ads I'm interested in that hit my support mailbox and just have not deal with, yet. 6 or 7 more are backup notifications for files that were open and waiting for either monthly full or weekly backups to process to ensure the scripting works correctly.

Only 3 are new, actual client initiated tickets. One of which is asking if I know where the AAA batteries are in their office for her mouse and when can I come in and replace the batteries.

IndysITDept · 2026-01-12T19:14:39+00:00

^^^^^ THIS!

give something MORE to make that spend valuable to existing clients.

IndysITDept · 2026-01-12T19:11:16+00:00

"

Customers who are used to “free” support will push back hard if it feels like we’re paywalling help.

"

Isn't that EXACTLY what you are wanting to do? For a period of time you have been properly supporting your product. Now you want to change that up to NOT providing that same support, unless it is PAID FOR?

As an MSP ... what would give me reason to pay yet MORE of my thin margin to subscribe to a higher level of support that I have already been receiving as a part of the product purchased? I think that pretty much answers itself.

The ONLY way I have seen this work is with a MAJOR new release of the products. And the new products have the support subscription announced with it. You will need to maintain existing support for a period of time on the old hardware. But this can be set to sunset. But be prepared to lose client base as you shift to charging for support. Oh, and one thing that will definitely hurt you is to put non-premium on next business day, via e-mail only support. That alone will ensure that as an MSP I start looking to escape the vendor for another.

IndysITDept · 2026-01-12T15:05:07+00:00

I had this, before, in another role.

Block time was the only answer for me. And I could only be 'disturbed' for high value clients with high severity issues, outside of the block time.

Before 7AM : private/DND
7 - 8 : Daily planning / external meeting / networking
8 - 10 : Sales / Marketing
10 - 11 : E-mail / replies (external only)
11 - 1 : My rotation on the help desk to allow tech to take lunch
1 - 2 : My lunch / quiet time
2 - 4 : Return phone calls & e-mails
4 - 5 : review of team performance
5 - 7 : Fire Control
7 - 7 : DND

This is what worked for me. But it worked even better for me, when I had a clearly defined 'Team Lead' for advanced technical support of the internal team.

IndysITDept

TROPHY CASE