Channel Chatter, May 21 - 28
Dave Sobel
Outspoken Host of the Business of Tech and leading voice in the delivery of IT Services
This newsletter is in BETA, and feedback is welcomed and encouraged. Anyone who joins in the beta will be included in the launch offer! The intention is to deliver a set of actionable insights into the discussions had by the community for vendors to leverage for execution. Does this deliver?
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.
I admit, I’m jaded.
I have a healthy skepticism from more than 20 years in the managed services space. Many of the online groups I track tend to be over-indexed on cynicism. That said, sentiment analysis is not about a single mood, and instead about thinking about the trend over time.
It was thus surprising to catch some comments scattered about seemingly calling that out.
It's sad to see so many clueless "MSPs" supporting this echo chamber mentality like a scene from Idiocracy.
This sub is a joke. Everything Ninja and Huntress is all unicorns and rainbows, and everything Kaseya and Connectwise is hated. If you want to have a meaningful convo or get usage tips or helpful insights I suggest you go directly to the sub for the product. It's a much better experience.
Yup. This sub is just an echo chamber for a somewhat small group of people.
Also great advice - anywhere but r/msp
So what gives?
As one who leans heavily into online communities, it’s important to track that online communities often amplify extreme voices, and to remember that there is a spectrum within. Huntress and Ninja aren’t pure rainbows, and ConnectWise and Kaseya are not purely hated.
My key takeaway is to understand… why? The named companies, Ninja and Huntress have senior executives engaged in online discussions. While these forums can be challenging and require careful navigation, consistent participation can help establish a trusted presence.
This trust is built by consistently providing value rather than focusing solely on selling. By being genuinely helpful and offering insights and resources that the community needs, you can establish a reputation as a trusted partner.
Position yourself and your team as thought leaders by sharing insights from research, experiences, and successful examples from your customers. Provide resources and support for user groups and forums. Supply design materials, templates, and other resources that help the community engage more deeply with your brand.
Over time… that builds, and embeds in the sentiment.
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. Microsoft's Introduction of Ads in Outlook
Details of the Conversation: Users expressed significant dissatisfaction with Microsoft's decision to introduce ads in the free tier of Outlook. Some users noted that those with Microsoft 365 licenses are not affected by ads, but this change has prompted discussions about switching to alternative email applications. The "Focused Inbox" feature in Outlook was suggested as a way to limit ad exposure, but mixed sentiments were prevalent, with some defending Outlook's use and others criticizing it.
Why It Is Interesting: This topic is interesting because it highlights how changes in service policies, particularly around monetization strategies like ads, can directly impact user satisfaction and drive them to seek alternatives. It also reflects broader concerns about the balance between free services and user experience in popular software applications.
2. Hostility and Echo Chambers in IT Communities
Details of the Conversation: Some conversations revealed a hostile environment where differing opinions were met with negativity, creating an echo chamber effect. Users expressed frustration about the lack of acceptance and open-mindedness within certain communities, which can discourage diverse viewpoints and constructive discussions.
Why It Is Interesting: The discussion on community dynamics is fascinating as it sheds light on the social aspects of IT forums and professional groups. Understanding these dynamics can help in creating more inclusive and constructive environments that foster better collaboration and innovation.
3. Vulnerability Disclosure Practices
Details of the Conversation: There was a notable discussion on the lack of proper mechanisms for safe vulnerability reporting among RMM and PSA vendors. Users highlighted the risks posed by inadequate disclosure practices and the need for secure channels to report vulnerabilities. Vendors like Datto, Kaseya, and others were mentioned in the context of their existing or lacking vulnerability disclosure policies.
Why It Is Interesting: This topic is critical because it touches on cybersecurity, a paramount concern in the IT industry. Proper vulnerability disclosure practices are essential for maintaining security and trust. The discussion emphasizes the need for vendors to adopt robust and transparent processes to handle security issues responsibly.
4. Remote Worker Support and Latency Issues
Details of the Conversation: Users discussed the high latency and slowness issues faced by remote workers, especially those located in geographically distant regions like the Philippines. Various solutions were proposed, including split-tunnel VPNs, SD-WAN technology, VPN accelerators, and Azure Virtual Desktop (AVD). The conversations also touched on the need for better local internet infrastructure and potential use of satellite internet like Starlink.
Why It Is Interesting: With the rise of remote work, this topic is particularly relevant. It underscores the challenges in ensuring efficient and reliable connectivity for remote workers, which is crucial for productivity. The discussion is interesting as it explores a range of technical solutions and highlights the ongoing struggle to optimize remote work environments, reflecting broader trends in the modern workplace.
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. Improved Tools for Vulnerability Disclosure and Reporting
2. Centralized License Management and Billing Automation
3. Comprehensive Domain and Certificate Management
4. Integrated Asset Management and Onboarding Solutions
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.
Acronis: Mentioned as a backup solution, compared for pricing and support response times, suggested as an alternative to Comet Backup.
Autotask: Mentioned in the context of quoting tools and integration with other systems for MSPs.
Backblaze B2: Mentioned as a compatible and cost-effective storage solution for use with Comet Backup.
BVoIP: The VoIP provider the user was looking to replace due to dissatisfaction.
Carbon Black: Suggested as an EDR solution for further investigation.
CharTec: Praised for quick quotes and fast shipping, particularly for Sophos firewalls.
ClimbCS: Recommended for its reliable service and as an alternative for Sophos products.
Comet Backup: Discussed for its recent price hikes, support issues, and mixed performance, compared to alternatives like Acronis and Ninja.
ConnectWise: Mentioned for its vulnerability disclosure policy, quoting tools, and license management integrations.
Constellix: Recommended for DNS hosting due to its cost-effectiveness and compatibility with domain management tools.
Recommended by LinkedIn
CrowdStrike: Noted as an EDR solution used by some organizations for Managed Detection and Response (MDR).
CyberDrain: Mentioned for its warranty lookup script, which is currently non-functional, leading to discussions about alternatives.
CyberReason: Suggested for further investigation as an alternative EDR solution.
Cylance: The current EDR solution being used, with discussions on finding better alternatives like Microsoft Defender and Huntress.
Datto: Mentioned for its workstation backup solution and vulnerability disclosure program.
Dell: One of the device manufacturers for which warranty lookup is needed.
Dicker Data: Praised for support and platform, noted for integration with HaloPSA, some users found it expensive.
DNS Provider (Unnamed): Mentioned in the context of a business losing emails due to an outage.
DomainMOD: Suggested as an open-source tool for tracking domain expirations.
EasyDMARC: Promoted by Erick Simpson for monetizing DMARC services, sparking discussions on feasibility and customer interest.
Field Effect Covalence: Mentioned as part of a winning combination with Windows Defender for security solutions.
GitHub: Mentioned as a source for Microsoft Learning resources and warranty lookup scripts.
GreenShot: Mentioned as a tool for screenshots during new PC setups.
HaloPSA: Noted for its native integration with Dicker Data.
Huntress: Discussed as a potentially better alternative to Cylance, received mixed feedback.
Immy.Bot: Recommended for automated deployment, though considered expensive compared to MSP Builder's OBA/CSM.
Ingram Micro: Criticized for slow response times and inconsistent service, leading to discussions about better alternatives.
Intune: Mentioned as a potential MDM solution for user-level web filtering in Windows.
IT Glue: Frequently recommended for tracking domain expirations and managing documentation.
JumpCloud: Suggested as another potential MDM solution for user-level web filtering.
K9Mail: Recommended as a reliable email alternative, with plans to become Thunderbird.
Kaseya: Criticized for toxic work culture and management practices, noted for its vulnerability disclosure policy.
Liongard: Mentioned for its change tracking capabilities, including domain expiration monitoring.
Microsoft: Discussed extensively for its new AI feature Microsoft Recall, security and privacy concerns, and products like Microsoft Defender and Intune.
Microsoft Autopilot: Mentioned in a project context where unfamiliarity led to challenges.
MSP Builder's OBA/CSM: Highlighted for comprehensive software deployment and configuration scripts, being more cost-effective than Immy.Bot.
Namecheap: Mentioned for domain registration and managing domains for clients.
Nextiva: Suggested as a potential VoIP provider.
Ninja: Discussed as a backup solution and for its device management capabilities, concerns about reliance on S3 storage.
NinjaOne: Mentioned for product security information and as an RMM tool compatible with warranty lookup scripts.
Nine: Mentioned as an email app being considered by some users.
NUSO: Highlighted for its user-friendly interface and ease of support as a VoIP provider.
OIT VoIP: Highly recommended for its MSP-friendly features and good support as a VoIP provider.
OneDrive: Mentioned as a preferred cloud storage solution to avoid endpoint backups and ensure data security.
Pax8: Praised for support, platform, additional services, and robust API capabilities, preferred choice for Microsoft Indirect Providers.
phpWhois: Suggested as an open-source tool for domain expiration tracking.
Primevox Communications: Noted for managing larger sites and being intuitive for tech support, recommended as a VoIP provider.
Pulseway RMM: Mentioned in the context of Kaseya's undisclosed ownership.
Quoter: Preferred for specialized functionality in quoting tools for MSPs.
R1Soft: Nostalgically mentioned as a favored past backup solution.
Redgap: Listed as an option for smaller companies in VoIP provider discussions.
Rhino Networks: Recommended for Meraki based on positive past experiences.
Rhipe: Mentioned for vendor selection and mixed reviews on support, some billing and support issues.
SalesBuildr: Praised for user experience and support for MSPs using Autotask, ConnectWise PSA, or Dynamics 365.
Samsung (Native Apps): Liked for OS integration and full-screen widgets, received positive feedback.
SentinelOne: Used by some organizations for Managed Detection and Response (MDR), suggested as an EDR solution.
Synnex: Received mixed reviews, some found CSP model lacking but noted best pricing for domain management.
Syncro RMM: Used for automating tasks during new PC setups and managing backups.
Telstra: Not highly recommended due to poor customer service but noted for benefits to existing account holders.
Thunderbird: Preferred by some users on computers as a reliable email alternative.
Updown.io: Used for certificate chain monitoring and domain expiry monitoring.
Veeam: Recognized for robustness in backups, noted for complexity and high costs.
Voip.ms: Listed as a good VoIP option for smaller companies.
WholesaleBackup: Mentioned for customizable alert settings to reduce false negatives in backup alerts.
Wireshark: Recommended for network diagnostics to identify necessary ports during firewall configuration.
Zomentum: Highly favored for comprehensive sales pipeline and new payments offering, preferred over Quosal/Sell.
Zoho: Mentioned in the context of quoting tools and integration with accounting software for MSPs.
Zscaler: Suggested as a SASE solution for better route control and reduced latency for remote workers.