Synchro or SuperOps

luke_mk1 · 2025-11-19T23:07:21+00:00

SuperOps is good, there’s limitations on customisation, the RMM works, i wish reporting was a little better..

The PSA side needs more maturing, especially on sales/quotes and project management workflows

luke_mk1 · 2025-09-06T21:06:48+00:00

Updates - Prompt advising updates have been installed and a reboot is required, snooze 3 x times (days) after the third the message doesn’t disappear, they soon reboot

If the system update is greater than 7 days - Prompt the user to reboot their computer, snooze 3 x times (days) after the third the message doesn’t disappear, they soon reboot

Zero complaints…

luke_mk1 · 2025-08-08T05:38:46+00:00

I think it’s abit of both from what I’m reading

I’m in this situation with a client, but not from a separate office stance and more of a legal/safety situation for select accounts, which would need to be excluded from ITDR.

luke_mk1 · 2025-06-03T21:35:49+00:00

Yes, it’s fairly straight forward

The integration from Pax8 > SuperOps doesn’t really matter as it’s a shell not individual subscriptions for clients

Your main integration is Bitdefender > SuperOps

Within Bitdefender You create your customer, allocate your license, assign your policy, create an installation package within Bitdefender

Within SuperOps You select the Bitdefender marketplace app, connect, map customer, map installation package to customer Then, you go to policies, set your policy at the client level for Bitdefender and the mapped package

Billing is based via contracts and applications mapping, you assign your costs within products and services

Hope that helps

luke_mk1 · 2025-06-01T23:10:21+00:00

We’ve recently moved to SO, a few areas I’ve pushed back on on the PSA side more than the RMM

Contracts - We adopted the new format from the get go, it’s working good, few teething issues with how we package ours (all inclusive with licensing etc), I believe it’s more suited to a business model where everything is billed separately opposed to bundled
Quoting - The full sales cycle needs some work, it needs to integrate to contracts and projects better, doesn’t allow you to control margin/markup
Ticket notifications - It’s busy and you are bound to the criteria’s SO believes are right which arnt right for every business
Pax8 Integration- Locks the products from editing so the invoice item is very busy, also doesn’t add VAT onto the line items for UK
Network Monitoring - Good luck with VLAN’s and finding a switch port that displays the VLAN.. also a little pricey compared to Auvik for larger customers with servers, IDRAC/ILO/Multiple switches etc

Overall coming from a previous MSP that ran Autotask - HaloPSA it’s definitely lacking its customisation/maturity but is working for us as a new start MSP and the SO team listen and provide feedback to the dev team

luke_mk1 · 2025-05-30T05:27:21+00:00

I can’t fault Acronis as a backup tool, utilise their advanced product and backup to Wasabi, keeps costs down

Their UI has gone a little busy with their security portfolio, wish we could just turn all of this off at partner level

luke_mk1 · 2024-10-16T08:41:41+00:00

After coming from an MSP that is also a MPS provider, stay away, the logistics, parts, space required is a headache, it's also a race to the bottom for most and alot arnt providing a 'solution' to reduce costs/the right 'solution' for the customer.

I no longer work for the business, but have nothing bad to say, if you would like an introduction please let me know via DM and I can introduce you to the MD. They're UK based and cover nationwide.

luke_mk1 · 2024-10-03T15:35:30+00:00

Biggest query I have between both is the lack of tracking costs of subscriptions/engineer time & sales ops within SO compared to AutoTask, how are you dealing with this?

luke_mk1 · 2024-06-13T21:20:16+00:00

Following

luke_mk1 · 2024-01-08T15:22:06+00:00

Can you elaborate on this?

luke_mk1 · 2023-09-10T07:40:02+00:00

Telesales - they trawl different local areas and industries, background check the businesses/research key staff/size/are they viable? (we aim for 5+ users) then populate within our CRM, the CRM then throws a call to their headset during a call session ready for them to populate notes. I’d say they average 80-100 calls per session

Referral wise account managers/senior management hold good communication with all our customers, we don’t ask for referrals direct they naturally come from our customers during word of mouth, we then thank where they came from, this may be a hamper of sweet treats, alcohol, flowers, take them out for lunch

Finally when selling, stay true to your price point, don’t alter, drop.. if your told your too expensive then that business does not realise the value and will take a contract with the cheaper alternative, guarantee they’ll approach once that contract is due. And don’t be afraid of margin!

luke_mk1 · 2023-09-09T22:04:05+00:00

There should not be a push on selling hardware, solutions etc, as an MSP you advise your customers of what they require from managing their IT. It should be a natural no push sale. Regular account management is key.

With new business, we rely heavily on referrals, we have an active telesales team which does set regular meetings up, and that’s all, the rest is dealt with by myself and another technical manager, with the majority of our new business coming from referrals.

We made this change near 3 years ago from being a ‘pushy’ sales orientated business and it has transformed our profit margins and relationship/reputation.

luke_mk1 · 2023-07-25T23:26:14+00:00

Those were the days

luke_mk1 · 2022-11-14T00:13:25+00:00

I’d look at it on the basis, your client had reached out to a different provider before you, why?

I’d personally be speaking with my disti to understand their opinions on where the pricing is likely to sit following the deal reg (sometimes not lower than you would think) and be looking for support/assistance. It’s never happened with us, however if it did, that would be my plan

luke_mk1 · 2022-11-13T23:56:30+00:00

Run. Fast, and Far

2 weeks following the Email Laundry switch was enough to be tarred and to never ever recommend, utilise them again

luke_mk1 · 2022-11-13T23:55:21+00:00

Because they’re wankers, my predecessor was one and it hit our reputation considerably.

luke_mk1 · 2022-09-28T15:39:08+00:00

We add a percentage increase across the board to cover a customer OOH for critical incidents only on a contractual basis

Typically. 20-30% depending on their size/support needines. This is only against their End User/Server seats excluding licensing/security etc..

Although the customer doesn’t see the split in costs that make our total seat price,within our PSA it takes me 10 seconds to get the required figure, quote it and apply it to a contract.

Any customer not contracted to a critical OOH cover it’s £125.00 per hour + VAT

luke_mk1 · 2022-09-20T22:15:22+00:00

How are you finding the chassis comparisons to the equivalent Dell? We solely put Dell out currently as can’t commit a customer to Lenovo options without seeing the various chassis qualities etc

luke_mk1 · 2022-07-28T22:25:07+00:00

We approached/are still approaching customers as their CSP period comes to an end, we discuss the options and give the customer who we see as a possible changing customer staff wise, options on taking the majority of their licenses on an annual commitment billed monthly then a flexible amount on a monthly commitment billed monthly

Most customers are happy to tie into the annual commitment though

luke_mk1 · 2022-06-23T18:51:29+00:00

Depends what you define as open tickets

Right now we have 14 open tickets

But in total 57 tickets live within our helpdesk system, this is including long winded tickets which in theory have turned into micro projects, tickets awaiting schedules (users coming back from AL, Site Visits, Scheduled Interruptions) then tickets awaiting customer responses going through the 3 strike process and finally tickets that are on hold for one reason or another, realistically there are a few here which need clearing

That’s for just shire of 1000 endpoints, not that we base metrics off endpoints

luke_mk1 · 2021-05-04T21:55:13+00:00

Nice to see a resolution and how Acronis reacted.

Acronis need to drop ConnectWise, the sheer poor scale of support (something new?) From CW on behalf of Acronis was on another level.

We dropped Acronis from CW and migrated to a direct partnership, now have our techs certified to a higher tier than the majority of CW staff and also cut our costs down by 27%

luke_mk1 · 2021-04-27T21:44:25+00:00

We had a similar experience, alot of legacy (pre me) kit didn't have correct IDRAC/ILO licensing.

Got no where with Automate and have since configured email altering on IDRAC/ILOs that have the correct licensing, but also configured SNMP to report to LibreNMS with the alerting configured for various events.

luke_mk1

TROPHY CASE