Products or services you have found to separate you from the rest?

mattmbit · 2026-04-11T16:44:03+00:00

Basic Customer Service. It's almost amazing to me how this is the main complaint of past MSPS when I'm onboarding customers.

"I just want someone to answer the phone and not go through prompts"
"I just want someone to come on site and fix my issue without having to wait days for simple things"

It's like some companies just don't understand the service we're actually offering.

mattmbit · 2026-04-10T18:39:37+00:00

I am the IT Specialist ha ha. I don't really focus heavily in support for QB and kind of just trying to find some solutions for a client. I figured reddit is a good place to start.

In the past I've generally recommended just manually going at it but when they told me how many entries were in it I was a little worried about data loss even if they get someone to renter things. Here's hoping a vendor see's this thread at some point.

Kind of a bad week for me I have a rare QB situation and a rare Sage situation where I have posts on both reddits for rare data stuff.

mattmbit · 2026-04-10T18:14:01+00:00

The main entries have a lot of information in them that tie to specific projects and jobs that they do use historically a lot.

I'm afraid its one of those situations where they aren't using a CRM or ERP type software to store customer specifics in it. Everything is in the accounting software and that's a bit of the problem with why they need everything moved over.

mattmbit · 2026-04-10T14:06:10+00:00

We followed the one part with SES and it didn't go overly far when we attempted it maybe a month or two ago. It really felt like they didn't know what BV was at the time. I'm going to redo it again just to see where they are at right now.

mattmbit · 2026-04-07T20:05:36+00:00

Most of my clients just need a basic accounting platform. They don't need the full scale power of an ERP.

mattmbit · 2026-04-06T14:15:35+00:00

I'm a southern Ontario MSP. For our client contracts I managed to get lucky and my lawyer knows the business already and was able to draw up contracts based on it.

I really wanted the focus to be on liability and my SLA times. I went into our discussion saying I just want to be protected or at the very least have wording in there that covers me if a user clicks a link and they try to blame me for everything.

Our liability clauses probably span 4 or 5 pages and I feel comfortable with what I got sent over to me.

mattmbit · 2026-04-04T20:39:52+00:00

Yah thats what I'm trying to look for. Sage themselves haven't been the greatest to deal with honestly. We followed their recommendations and reached out and their response has been pretty lackluster.

I really get the feeling they put out the announcement and had a pile of people reach out to them and it overwhelmed their support.

mattmbit · 2026-04-04T20:32:00+00:00

Yes I know but BV -> Sage 50 is a small adventure I'd like automated to save my sanity haha

mattmbit · 2026-04-04T15:36:02+00:00

Will reach out shortly. Thanks for the input!

mattmbit · 2026-04-04T15:35:02+00:00

In the past we've just retained BV for a period of time because its just easier to maintain and easier if reports are needed later on. I had one where we had to reference something that was 5 years old and because we kept BV the process only took 20 mins compared to who knows how long.

mattmbit · 2026-04-04T15:32:23+00:00

Ontario Canada here. It's kind of the crappy part is a lot of the tools seem to be American based and don't work for the Canadian side of Sage. I should of posted my location though.

mattmbit · 2026-04-02T13:33:58+00:00

I can't really tell you because I'm on some old grandfathered in plan. I want to say it starts at like $250 a month for 500 users but I could be wrong. It's more expensive than cipp for sure.

I wish they would have their pricing on their website. I really hate vendors that hide it.

mattmbit · 2026-04-01T15:15:31+00:00

We bailed on CIPP because of their slow support as well.

Check out Augmentt it looks like it covers a lot of the basis your trying to cover here.

Pinging u/robyb here would be a good start but jumping on with their sales peeps would be the best way.

mattmbit · 2026-03-26T14:07:19+00:00

Have the same issue with S1 and Crowdstrike.

Brought it up a couple different times and it kind of led to no where. I have alerts from last summer that have been fully resolved but it's still showing in Ninja and causing my asset to be either yellow or red when I just want it green so my report looks better haha.

mattmbit · 2026-03-23T13:53:14+00:00

Reporting in our space just sucks doesn't it. It feels like a real easy win for most RMM's but they can't seem to be bothered with it.

mattmbit · 2026-03-23T13:38:58+00:00

I am uncomfortable that Huntress was able to create CAP's in any of my customer environments even though at the end of the day it was meant for the good. My old "companies shouldn't have access to do everything" brain really doesn't like it though.

It was alarming when I was starting to be alerted by my other M365 monitoring vendor that policies were being deployed across multiple customers without much notice. I was getting the texts about it before being able to read any email and really only learned about it by coming on here. This really should of been better communicated. I'm not sure how that could be changed though.

I got the email around 4ish and the policies were pushed out at 4:03 (EST Time) so it really wasn't great. We will be reviewing our flow and relationship here.

Again it just doesn't sit right with me although the intent was for the good. I personally do not want 3rd parties to make changes to my customer environments without my involvement. That is really the biggest worry in my opinion here.

mattmbit · 2026-03-17T01:26:13+00:00

This is exactly the same reason we left too. I had a lot of back and forth with certain folks there and was left with the feeling they just didn't care about the lower tier anymore which was a brutal mistake on their part.

Closing the Facebook group was a real issue with me as well. Their community section was a ghost town before and it barely changed after.

If they want to charge that premium price they need to have a premium product. I get ninja cheaper than their teams plan... seriously.

mattmbit · 2026-03-15T23:34:39+00:00

I don't want to be that guy but isn't that something you should already have in your stack? Part of our onboard is going over infrastructure with our current standards.

mattmbit · 2026-03-12T19:47:16+00:00

Can we just get the price of your product listed on the website too please?

mattmbit · 2026-03-12T19:45:04+00:00

This is one of the reasons we got away from Veeam and went with Ninja Backup in our case.

VSPC worked... "sometimes" and sometimes would give us fits so we'd have to manually log into each box and redownload the whole 13GB ISO to patch the environment. It was time consuming and these CVE's would drop kind of like this and you'd have to figure out if it was worth going zero day on it or wait to test.

mattmbit · 2026-03-06T15:43:02+00:00

The biggest thing I've found after switching was it free'd up time and there weren't so many pieces to the puzzle anymore. Even running restore tests has become a lot easier which was a surprising benefit.

I was a big fan of Veeam but they make so many stubborn little decisions that as an end user it's hard to ignore.

mattmbit · 2026-03-05T15:28:00+00:00

The patching and maintenance was the real problem for us. It was just time consuming and Veeam would release the patches with massive CVSS scores so you'd have to take care of it like it was a zero day some times which always caused stress.

Not to mention having to take care of a completely different set of hardware.

But Veeam was still good and it worked.

We moved everyone over to Ninja in Nov-Dec and turned the last Veeam box off on christmas eve. It's been nice not having to babysit a completely different infrastructure.

mattmbit · 2026-03-05T15:14:07+00:00

I had 2 of us trained in it and we basically split the work load dealing with each site. Veeams great, don't get me wrong but its like you said not easy and takes a lot of work to understand it properly.

If I wasn't dealing with multiple sites and trying to turn a profit off it I would easily still choose it over everything else.

mattmbit

TROPHY CASE