Channel Chatter, Dec 10 -18 2024

Programming Note: This will be the last Channel Chatter of 2024, and I will return after two weeks off with more chatter.

Channel Chatter is the parsing of the listening posts that the Business of Tech podcast has around the MSP community across discussion forums and groups to bring together insights and discussions that I think are worth considering. In considering the needs of MSPs by listening to them for the podcast, there are insights specifically for vendors serving the space to be shared. That is this newsletter.

Recurring revenue is often the holy grail, and every vendor, their mother, their grandmother, their cousin, and their cousin’s mother will all push providers to make everything a service.

And sometimes it isn’t.

Interestingly, I spotted a conversation that was entirely simple.

For those working for mssp or partners and doing deployment work, how do you quote for services?

No, they don’t have fixed prices.

I just do it per hour as a project

8 our for Solution architecture (1 full day for your 1500) Then 4 days of implementation work (1500x 4) Then add and travel or or misc. At about $400 or so.

This was a small conversation, and not necessarily notable, except for the quick, coherent answer of “Just charge for your time.”

And I was struck by the casual, easy answer. Just bill for it.

With as much as I often write about complex issues or areas where there is a lot to work on, sometimes the simple exchange of expertise for cash is the answer. This is an overlooked, critically important part of what solution providers deliver. And sometimes, the simple answer is really the best one.

It felt like a great message to end the year.

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Topics of Interest

This section is a high-level summary of the major topics of discussion within the community during the time period. This gives you a sense of the questions the community is raising and what they are discussing.

1. Pricing Models for NGFW Deployment Services

• Summary: MSSPs discussed pricing strategies for Next-Generation Firewall (NGFW) deployment, including fixed pricing, time-and-materials (TnM) models, and on-demand agreements. Preferences leaned towards TnM due to flexibility and simplicity. Challenges with migration projects from Cisco to Fortinet were highlighted.

• Insights:

2. Multi-Tenant Management for Microsoft 365

• Summary: MSPs discussed the complexities of managing over 50 M365 tenants, emphasizing the need for efficient tools. CIPP emerged as a preferred solution due to its flexibility and community support, despite its steep learning curve.

• Insights:

3. Limitations of Endpoint Detection and Response (EDR)

• Summary: Users expressed frustration with EDR tools like SentinelOne for missing threats that were later caught by services like Blackpoint Cyber. Discussions emphasized layered security strategies and the value of Managed Detection and Response (MDR).

• Insights:

4. Onboarding Processes for IT Support

• Summary: A conversation explored best practices for onboarding IT support clients. Participants stressed concise, user-friendly materials and clear communication about support processes. Security awareness and response time expectations were key focal points.

• Insights:

Product Gaps

This section is intended to highlight “gaps” that appear to exist in the market, where a specific weakness or need is highlighted in terms of product offerings. This can also include potential gaps in the market. If you wondered what MSPs “wish things did”, that’s this section.

1. Flexible and Transparent Pricing Models

• Gap: MSPs expressed dissatisfaction with inflexible pricing models for NGFW deployment and other services, preferring adaptable time-and-materials (TnM) approaches over fixed pricing.

• Opportunity:

2. Onboarding Tools for MSP Clients

• Gap: Onboarding new MSP clients is labor-intensive, with many MSPs struggling to balance comprehensive documentation and user-friendly presentation.

• Opportunity:

3. Performance Benchmarking and Diagnostic Tools

• Gap: Vendors like SentinelOne were criticized for their inability to meet detection expectations, and diagnostic tools often require manual tuning.

• Opportunity:

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Vendor Discussion

This section is designed to give you insights into who was “discussed” this week. These are vendors that were mentioned or commented upon, and not necessarily a specific set of complaints about the vendor. This may be a good opportunity to learn about a new name, or get a sense of who is in the zeitgeist. It’s long. It’s intentionally long, to give you the firehose.

AdminDroid: Mentioned for its reporting capabilities for Microsoft 365 management; however, it faced criticism for its MSP discount policy. Sentiment: Slightly negative.

Acronis: Criticized for the complexity and pricing of its RMM tool, as well as issues with integration and functionality. Sentiment: Negative.

Authlite: Highlighted for its ability to protect command-line operations in MFA deployments.

Azure Lighthouse: Discussed as a management tool for Azure resources across tenants, noted for its limitations in managing O365 environments.

Bitwarden: Recommended as a secure, end-to-end encrypted password management solution.

Blackpoint Cyber: Praised for detecting threats missed by other EDR tools like SentinelOne and for its proactive MDR services. Sentiment: Positive.

BrightSign: Recommended as an industry-standard digital signage solution with individual media playback features.

CIPP (Cloud Infrastructure Provisioning Platform): Popular for managing Microsoft 365 tenants due to its flexibility and robust feature set, despite its steep learning curve. Sentiment: Positive.

Cisco: Mentioned as a source platform for NGFW migrations to Fortinet.

CoreView: Recommended for Microsoft license management and optimization, especially in the context of OneDrive retention policy changes.

Datto RMM: Used for managing local admin accounts, cyber essentials standards, and PC setup processes. Concerns were raised about password management. Sentiment: Mixed.

Defender for Business: Cited as an alternative to SentinelOne, with some users reporting better detection rates.

Duo MFA: Versatile for MFA needs but criticized for not preventing privilege escalation in non-GUI operations.

Egnyte: Praised for its reliable file syncing capabilities, particularly in environments requiring file locking for software like AutoCAD. Sentiment: Positive.

Entra P2 MFA: Discussed for its utility in in-cloud environments but noted for limitations with on-prem AD.

Fortinet: Discussed as the target platform for migrations from Cisco in NGFW deployment projects.

Google Workspace: Explored for managing shared email accounts securely, with discussions on MFA and delegated access.

HornetSecurity: Suggested for its multi-tenant management capabilities.

Hudu: Criticized for lacking end-to-end encryption, raising concerns about storing passwords securely. Sentiment: Negative.

ITGlue: Used for password storage and documentation; concerns about secure integration with RMM tools like Datto RMM.

Jamcracker: Suggested for managing and reselling Office 365 across multiple tenants, with centralized management features.

Keeper: Recommended as a reliable password manager that supports SSO and MFA.

Lenovo: Criticized for persistent issues with desktops not waking from sleep mode and perceived declining quality. Sentiment: Negative.

Microsoft 365: Central to discussions on tenant management, OneDrive retention policies, and license optimization.

Nerdio Manager for MSP: Mentioned for its modern work management toolset, though its value without trials was questioned.

NextCloud: Highlighted as a preferred self-managed alternative to OneDrive, emphasizing control and security.

Pax8: Criticized for limited support in resolving issues with SentinelOne, adding frustration for users. Sentiment: Negative.

RoboShadow: Recommended for its innovative and affordable vulnerability scanning and asset inventory features. Sentiment: Positive.

Screen.cloud: Noted for its polished interface in digital signage.

SentinelOne: Criticized for failing to detect threats later caught by Blackpoint Cyber, raising concerns about EDR reliability. Sentiment: Negative.

Sharegate: Initially considered for managing Microsoft 365 environments, but deemed too expensive by some users.

Syncro MSP: Criticized for rebranding efforts, perceived as disconnected from user needs, and functional issues in its platform. Sentiment: Negative.

TeamViewer: Mentioned as an alternative to NinjaOne for remote access capabilities.

Veeam: Highlighted for reliable backup solutions in discussions about OneDrive retention and cloud storage.

Wasabi: Recommended for its cost-effective and reliable cloud storage services. Sentiment: Positive.

Yodeck: Recommended for its simplicity and use of Raspberry Pi in managing digital signage.