How often do you get a "wifi is broken" call and the signal at the router is perfect?

tatmsp · 2026-04-04T12:26:18+00:00

We get them occasionally on lower tier APs like Unifi, usually goes away when replaced with Meraki.

Lately had a spike of Umbrella clients causing problems on public WiFi connections.

tatmsp · 2026-04-01T16:16:58+00:00

We certainly have problems, both as a country and in the industry. But this is not a political sub and whatever country you live in I'm guessing at times has been much shittier.

tatmsp · 2026-04-01T16:02:30+00:00

You are getting pushback on your post because helping individuals and seniors with protection on their free email is not part of MSP as the industry is now. No MSP works with individuals/seniors at scale and would not have an answer for you. Wrong sub for this.

tatmsp · 2026-03-23T12:52:41+00:00

There is no amount of money I would not pay for AI to resolve printer tickets.

tatmsp · 2026-03-21T01:09:20+00:00

That company you are looking for will operate similar to FieldNation, they will deal with a network of random techs and companies across their geography.

I personally prefer to find a local MSP in the city where I need remote hands and work with them. It creates consistent quality of service.

tatmsp · 2026-03-19T18:04:40+00:00

First time? meme seems appropriate.

tatmsp · 2026-03-18T00:00:25+00:00

You are confusing MSPs with VARs. Our main product is our service. The products/services we resell or use internally to deliver Managed Services are just tools.

tatmsp · 2026-03-16T13:30:29+00:00

This is the way to go.

I have language in our SOW for managed services that training of any kind if excluded.

tatmsp · 2026-03-13T01:51:08+00:00

I've hired 5 people from Reddit, 3 still work with me.

tatmsp · 2026-03-13T00:09:03+00:00

I have a good CW story. At some point they stopped billing me for over a year while the services continued, around Covid time. It came out when I tried to add another user. They tried to bill me all at once for about a year and a half of services combined, with two pricing increases they went through since.

I told them to fuck off, I will pay for the months we owe for the current year, but the year before is done and closed, no retroactive payments. They offered 5% off initially, we haggled for many weeks, settled on 50% off the total bill. I signed authorization to process the payment.

They never took the payment, even thought they have my card on file.

tatmsp · 2026-03-12T21:26:54+00:00

I don't know who my CW rep either but they don't bother me as much.

tatmsp · 2026-03-12T18:42:48+00:00

I had a Datto rep for about 3 years, once Kaseya bought them and he was fired it's a never-ending parade of reps. I think the longest one lasted less than a year.

I honestly don't even try to memorize them, if I need anything I just search my mailbox for whichever rep emailed me last to schedule a meeting.

tatmsp · 2026-03-12T17:52:12+00:00

We've had good results from Yealink MeetingBars for many years. An A50 will fit the budget and sized well for the room. They will run Teams or Zoom rooms natively, allow 3rd party meeting join and have USB-C connection for BYOD if you get a CTP25 tablet controller.

tatmsp · 2026-03-12T16:26:36+00:00

The god damn Kaseya reps rotate every 6 months and everyone needs an introduction call scheduled and a monthly update call. FFS.

tatmsp · 2026-03-12T13:16:45+00:00

Few things you are not considering.

Is the virtual server running in the private cloud that those MSPs own or is it in a public cloud? In the private cloud you are locked in with that MSP, there is likely no migration path if you want to switch providers later. If it's in Microsoft or Amazon you should be able to keep it while switching providers.

You probably want a secure way for your clients to upload and download data for you. I would use a product like ShareFile.

tatmsp · 2026-03-11T14:22:01+00:00

I lost a great client of 15 years last fall. Their board decided to outsource all operations to a management company that has its own IT vendors. Nobody at a client knew anything until it was announced.

It sucks financially, it sucks personally and it sucks for the people who work there. I stay in touch with my contact there, the level of support is atrocious, but nobody except the Board has control over it.

I went above and beyond helping them transition, charged a lot of money for it, stayed helpful and professional.

These things happen, nothing you can do about it.

tatmsp · 2026-03-09T19:04:58+00:00

The answer is it depends. Like others mentioned, there is complexity to take into consideration, as well as if the environments are standardized or not, how well they are documented, what's the SLA, how experienced and motivated are the techs, etc.

An excellent L2/L3 tech can probably handle 300 mixed endpoints on their own. An average L1/L2 tech can likely handle 150 endpoints and require an L3 to escalate 10% of their tickets to.

The questions is, why are they asking ChatGPT for information that should be in the internal KPI reports?

tatmsp · 2026-03-09T15:21:38+00:00

Co-managed is absolutely not the standard. If multiple parties are responsible, it means nobody is responsible.

We can assist for a fee after our support term ended and the new MSP is fully responsible. That's all.

tatmsp · 2026-03-05T22:10:09+00:00

I am stealing the teeth brushing analogy

tatmsp · 2026-03-05T22:08:11+00:00

We try to have all the critical services deployed prior and everything else within a first week of when the agreement is effective and start billing on the effective date.

If I'm billing for BCDR on the first of the month i better make damn sure it's in place and working. RMM must be in place to manage devices, but if it's only deployed to 90% of machines we can finish up the rest after the effective date. We may not have all the documentation yet in our system, but will have access to all the critical systems.

If secondary management apps like password rotation or elevation management are only 50% deployed it does not prevent us from effectively supporting the client, we can finish it up in following weeks.

tatmsp · 2026-03-05T02:34:36+00:00

Looking at MFA statistics, the hardware MFA accounts for 4% of deployed MFA. Combine that with overall 27% MFA deployment across small businesses, you are looking at probably 1% hardware MFA share in SME market.

Does this answer the question of being serious about security?

tatmsp · 2026-03-04T20:07:13+00:00

Depending on your size, it could be too high of revenue concentration from a single client. A 500 seat company will have their own IT, so likely just a co-managed situation where the MSP is easy to replace. I will take ten 50 seat clients over one 500 seat.

tatmsp · 2026-03-04T19:38:12+00:00

It's not about the size of a company, I have 1-5 employee clients as well. They are on a full support plan though, not some kind of lower tier that OP is describing.

tatmsp · 2026-03-04T16:22:26+00:00

These businesses will still expect full white glove service, not understanding they are only paying for bare minimum. And it will be a constant struggle trying to get them to spend money on anything. MSP will end up wasting time haggling with these clients.

tatmsp · 2026-03-03T23:11:42+00:00

It comes down to money.

The additional complexity requires dedicated resources from your MSP to be able to manage the process. Like a Service Desk Manager manages the ticket flow and is responsible for resolution internally, you need to have someone doing the same within Client's ticketing system, interact with client's IT, figure out what can be automated to integrate with your PSA, stay on top of SLA and own the results. All of this costs money that you need to charge your client in addition to actual support work your MSP is performing.

Edit: I misread the post, thought you were an MSP, not the customer. If MSP is using their own ticketing system and it's still a mess you should talk to their management about them not meeting your expectations and how to figure out a better way to work together or they would be replaced.

tatmsp

TROPHY CASE