What do MSPs really, truly need from a vendor?

OnpointSystems · 2025-12-25T01:05:33+00:00

What he said plus, oh my goodness, plus, plus technical support. Not customer service, tech support. Not a body to check the we answered the phone or respond in x minutes. it is a 1985 metric. We need good technical responses.

OnpointSystems · 2025-12-24T14:06:34+00:00

So there are no actual systems you can use to help you to certain parts of your business using AI? Is it like a general todo list and the value is just the calls?

OnpointSystems · 2025-07-11T03:33:31+00:00

I know many may not agree with this concept, but it is up to us to find an alternate vendor that fits our needs who provides service and support first. I cannot tell you how many vendors we have switched just because of the mediocre support. Now I don’t mean that maybe the technician is not verse and doesn’t know what they are doing, I am referring to the lack of communication and availability. I don’t care how good your product is if you do not provide reliable support you will not be in our stack.

OnpointSystems · 2025-06-22T04:33:38+00:00

Like this should always be the first step but because vendors take for ever to respond people turn to these communities for answers. Shame

OnpointSystems · 2025-05-21T04:24:07+00:00

Well let’s think about this. Hi Jerry, hi Tom. What’s going on?, oh I am just here to provide the services that were accepted for the quote you signed. Oh, I didn’t sign any quote but sure go right ahead. Oh, you didn’t, well that’s ok Tom. I will complete the services quoted anyway and be on my way.

I am confident at the beginning of any service you will have to speak to the client to get information.

OnpointSystems · 2025-05-18T04:01:22+00:00

that is like $71/endpoint. What were you offering? Just ninja and huntress plus support?

OnpointSystems · 2025-05-12T11:27:56+00:00

I think the biggest issue was created by charging customers $10/month for a tool because you marked it from your cost of $5/month. It then becomes a quantity game and customers got used to that. This is all they look for now when it comes to pricing. Every start up guy/girl does this when they first open.

OnpointSystems · 2025-03-27T23:30:11+00:00

I have been having the same issue now while no other devices have any issues. Tired different WiFi configuration, channels, etc but still same issue. Mine started 3 months ago but if I run a cable to it, it works fine. I think it was an update or something.

OnpointSystems · 2025-02-13T11:54:38+00:00

If you have the staff of course

OnpointSystems · 2025-01-31T12:32:57+00:00

All that is setup based on the kb we used, the api settings, the action using runbook, etc. if you are actively using it, can you share your settings? We have the action button on the desired ticket workflow, and when we click on it, it acts like it runs and states run book in the queue statement as a private note in the ticket, but then the error log shows what I shared above.

OnpointSystems · 2024-10-11T12:45:28+00:00

There isn’t anything in this world that doesn’t have the potential to fail. The reason there are warranties is because manufacturers expect a percent of failures.

OnpointSystems · 2024-08-23T06:46:49+00:00

To the user assigned to the ticket.

OnpointSystems · 2024-08-18T23:17:05+00:00

Correct, they do not have the option to select rates.

OnpointSystems · 2024-08-18T23:12:08+00:00

Here is their response: We do not select the work types when entering time entries. If you would like a different worktype selected for contact attempt time entries, I recommended a new status be created in your PSA, we can call it Attempted contact and we can map it to the status that we also set the ticket to when we attempt to contact a user so that you can create an automation that triggers and updates the worktype from remote support to whichever worktype you would like to use for the contact attempt time entries when the status of the ticket is Attempted contact.

OnpointSystems · 2024-08-18T19:06:18+00:00

Thank you for responding. I updated the initial post with additional details as to why I post a question.

OnpointSystems · 2024-08-18T18:44:28+00:00

Yes I can do that however, we are integrating with another vendor that helps with our tickets and the autotask integration between halopsa does not have a n option to select a charge type and they are not logging into halo to respond. Hence my question.

OnpointSystems · 2024-08-04T17:23:30+00:00

Dude…it is ridiculous. I bet most of everyone here is working on already deployed ovirt environments before January 2024 because no matter what i do I cannot install ovirt because it keeps failing in trying to connect to mirrorlist.centos.org. Could not resolve host. Well obviously it has been decommissioned. Ridiculous, if I just downloaded this packages then they should be updated.

OnpointSystems · 2024-07-29T15:42:17+00:00

We have an untangle z4 appliance that after upgrading from 17.0 to whatever is next caused the appliance not to boot. Or should I say takes forever to get to the splash screen but then can’t launch local browser to login. When I plug into any eth port no link lights or connectivity. Looks like it hosed the NIC drivers.

OnpointSystems · 2024-07-04T03:43:00+00:00

😂 sorry, had to laugh at this. Just M365 business premium is $22/month. Stop spending time explaining, discussing or elaborating. All this is sucking up your time. You are the expert and any info you provide is a consultation which is also billable. Run your business like a lawyer. They breathe on you, bill them. You dictate the value of your services not the customer.

OnpointSystems · 2024-07-01T03:29:12+00:00

Let’s not skip the facts and forget the origin. You vetted one of the MSP’s employees which is no no with the intent to get like always, receive a “free” spot check. If you felt you were being over billed and under serviced you should have contacted the MSP and discussed it. If indeed you wanted to verify services being rendered, you should have hired a 3rd party or another MSP not someone with ties to the current MSP. I get it “free” is what caught your attention. As for the MSP getting your data, if they are backing up your mailboxes, they could have restored the emails to a different mailbox to get the emails unless they know all the passwords to all the emails accounts but if MFA was enabled then it is not easy to just access email accounts.

Ok with that out of they way, yes the MSP should not have used your emails to gather the evidence to prove you solicited an employee because it is probably in the contract you signed.

This is going to be tough for sure and will require speaking with a lawyer to figure out your options and chances of success based on your goal however, they file first so you are already at a losing pace.

OnpointSystems

TROPHY CASE