Catching Up with Rob Rae

Rob reflects on his first year at Pax8, describing the experience as intense but rewarding. He's impressed by the company's commitment to the MSP channel and the executive team's vision. Pax8 has rapidly expanded to 39 countries with 5,000 partners, giving Rob opportunities to visit places like Lithuania and witness the global MSP community firsthand.

Pax8 Beyond 2024 Preview

The upcoming Pax8 Beyond conference (June 9-11 in Denver) promises new innovations, education tracks for different MSP roles, and community networking. Rob emphasizes the value of vendor user conferences for MSPs to see where their investments are going and ensure alignment with the vendor's roadmap.

The conference will feature five persona-based tracks, including a business growth track. While some attendees may take breaks, Rob aims to deliver compelling content that attracts engagement. He's excited to have new CEO Scott Massey, a tech-focused leader, involved in shaping the product roadmap and support experience.

Pax8's Global Footprint and Future

In October 2024, Pax8 will host its first European user conference in Berlin, designed to provide equal value to MSPs worldwide. As Pax8 continues its rapid international expansion, Rob is enthusiastic about the global MSP community's growth potential.

Key Takeaways:

• Pax8 is rapidly expanding globally, now with 5,000 partners in 39 countries
• The Pax8 Beyond 2024 conference will feature new innovations, education tracks, and networking opportunities
• Vendor user conferences allow MSPs to validate their investments and align with the vendor's roadmap
• Pax8 will host its first European user conference in Berlin in October 2024
• The company's tech-focused leadership aims to deliver strong products and support for MSPs worldwide

Links from the show:

Pax8 Beyond 2024: https://www.pax8beyond.com

=== Show Information

Website: https://www.itbusinesspodcast.com/

Host: Marvin Bee

Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ

Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast?

One-Time Donation: https://www.buymeacoffee.com/unclemarv

=== Music:

Song: Upbeat & Fun Sports Rock Logo

Author: AlexanderRufire

License Code: 7X9F52DNML - Date: January 1st, 2024

N-able RMM Rant

For two straight days, my RMM provider N-Able has been experiencing an SSO issue, preventing me from logging in or properly accessing client devices and endpoints. While I had alternate methods to connect with clients, it was still incredibly frustrating, especially for those who solely rely on the RMM for remote support. I empathize with those who were unable to work due to this issue. Every vendor experiences problems, but it's crucial how they respond and resolve it. I'm not happy it's gone unresolved for two days, but we'll see what happens tomorrow.

Health and Wellness in the Tech Industry

Ron attended the MSP Geek conference, which had a refreshing focus on health and wellness for those in the tech industry. Sessions covered topics like meditation, mindfulness, and avoiding burnout – aspects often overlooked in our field. It's an important discussion as we tend to neglect our well-being.

Upcoming Hire and Cybersecurity Focus

Ron is excited to welcome a new team member starting on June 3rd after her month-long break. She'll be focusing on cybersecurity, having studied business with a cybersecurity concentration. It'll be great to have that expertise on board, especially as clients increasingly prioritize cybersecurity.

Key Takeaways

• Have backup remote access methods for clients beyond your primary RMM
• The tech industry needs to prioritize mental and physical health
• Cybersecurity is becoming a crucial focus for MSPs

Links from the show

• Florida Man Documents History of Landmark Computers: https://tinyurl.com/3rzdj4zy
• Florida Man Sues Apple for Culture of Dumpster Diving: https://tinyurl.com/5ecyevf7
• Florida Kid Called 911 over PlayStation Outage: https://tinyurl.com/37ubvs8u
• Florida Man buys $140,000 Porsche with Check Printed at Home: https://tinyurl.com/5x9pdpyd
• Florida Man Arrested in $800,000 Cryptocurrency Theft Scheme: https://tinyurl.com/4hab9my2

=== Show Information

Website: https://www.itbusinesspodcast.com/

Host: Marvin Bee

Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ

Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast?

One-Time Donation: https://www.buymeacoffee.com/unclemarv

=== Music:

Song: Upbeat & Fun Sports Rock Logo

Author: AlexanderRufire

License Code: 7X9F52DNML - Date: January 1st, 2024

Nadir explains that his primary focus is understanding customer needs and ensuring that Kaseya's product roadmaps address those needs. He emphasizes the importance of building a cohesive ecosystem where different modules work together seamlessly.

One of Nadir's key initiatives is the IT Glue Copilot, which leverages AI to automate documentation management tasks. This includes creating, curating, and making documentation more accessible to users. The Copilot suggests related items based on machine learning algorithms trained on individual customer data.

Nadir stresses that Kaseya is taking a judicious approach to AI integration, focusing on delivering tangible outcomes rather than simply slapping an "AI" label on existing features. He highlights the importance of building a culture around documentation within organizations.

Key Takeaways:

• Kaseya is integrating AI to enhance documentation management and accessibility.
• The IT Glue Copilot suggests related items based on machine learning algorithms.
• Kaseya's approach to AI is focused on delivering tangible outcomes for customers.
• Building a culture around documentation is crucial for effective knowledge sharing.

Links from the show:

IT Glue Copilot: https://www.itglue.com/copilot/

=== Show Information

Website: https://www.itbusinesspodcast.com/

Host: Marvin Bee

Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ

Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast?

One-Time Donation: https://www.buymeacoffee.com/unclemarv

=== Music:

Song: Upbeat & Fun Sports Rock Logo

Author: AlexanderRufire

License Code: 7X9F52DNML - Date: January 1st, 2024

Marv explains that Kaseya had been inviting him to visit their offices for several months, and he finally accepted their invitation. He clarifies that he was not acquired by Kaseya and that his MSP business and podcast will continue as usual.

During the visit, Marv had open and honest discussions with Kaseya representatives. He expressed his experiences with their products and acknowledged both positive and negative feedback from the community. Kaseya provided presentations on their IT Complete platform, security solutions, and network management offerings.

Marv highlights Kaseya's recent pricing announcement for Kaseya 365, which he believes makes their platform accessible to smaller MSPs and solo practitioners. He also mentions changes to pricing for their networking products and a new VPN solution.

Key Takeaways:

• Marv was not acquired by Kaseya, and his business operations remain unchanged.
• Kaseya's new pricing model aims to attract smaller MSPs and solo practitioners.
• Kaseya provided updates on their IT Complete platform, security solutions, and network management offerings.
• Marv had open discussions with Kaseya representatives about their products and community feedback.

Links from the show:

Kaseya website: https://www.kaseya.com/

Kaseya 365, Revolutionary New Offering: https://tinyurl.com/54v929yp

=== Show Information

Website: https://www.itbusinesspodcast.com/

Host: Marvin Bee

Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ

Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast?

One-Time Donation: https://www.buymeacoffee.com/unclemarv

=== Music:

Song: Upbeat & Fun Sports Rock Logo

Author: AlexanderRufire

License Code: 7X9F52DNML - Date: January 1st, 2024

Cable Testing Tools Rant

Uncle Marv expresses his frustration with a managed service provider who used a basic continuity tester for cable runs, leading to connectivity issues. He emphasizes the need for proper cable testing and certification tools, especially for companies offering cabling services. Cutting corners and using inadequate tools reflects poorly on the industry and can lead to subpar work.

Time is a Precious Resource

Juan Fernandez shares his perspective on treating time as a valuable currency rather than a freely available resource. He stresses the importance of quantifying time appropriately and avoiding wasting it on unprofitable endeavors. Juan explains how he built his MSP with a focus on maximizing productivity and profitability, even during activities like attending events or taking lunch breaks.

Firing Problematic Clients

Uncle Marv and Juan discuss the difficult decision of firing problematic clients, even if they contribute a significant portion of revenue. Uncle Marv shares his experience of letting go of his largest client in 2017 because they consumed over 50% of his time despite accounting for only a third of the revenue. This decision was influenced by the principles outlined in the book "The Millionaire Next Door."

Key Takeaways:

• Invest in proper cable testing and certification tools for quality work.
• Treat time as a valuable currency and avoid wasting it on unprofitable activities.
• Be willing to fire problematic clients that consume disproportionate time and resources.
• Adopt a mindset shift towards solving problems independently and seeking education, not resolutions.

Links from the show:

The Millionaire Next Door: https://amzn.to/3UM0F9E

Florida Man bites chunk out of deputy's head: https://tinyurl.com/yc6cshah

=== Show Information

Website: https://www.itbusinesspodcast.com/

Host: Marvin Bee

Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ

Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast?

One-Time Donation: https://www.buymeacoffee.com/unclemarv

=== Music:

Song: Upbeat & Fun Sports Rock Logo

Author: AlexanderRufire

License Code: 7X9F52DNML - Date: January 1st, 2024

Paul identifies two major mistakes: not doing enough marketing and doing it sporadically. He explains that many MSPs start as technicians who get an "entrepreneurial seizure" and launch their own business, but eventually struggle when referrals dry up and they need to market themselves. The second mistake is running one-off campaigns that fail to generate results, leading MSPs to conclude marketing doesn't work.

Paul emphasizes the importance of having a consistent, long-term marketing system rather than sporadic campaigns. He recommends doing marketing activities daily, weekly, and monthly to build momentum and stay top-of-mind with potential clients who may switch MSPs every five years. He also suggests differentiating your marketing by focusing on personal branding and leveraging your unique identity, as he has done successfully with his own business.

Paul shares his journey from starting a marketing agency in 2005 to eventually specializing in the MSP space after selling his previous business. He expresses his passion for the ever-evolving MSP industry and his commitment to helping MSPs grow through effective marketing strategies.

Key Takeaways:

• MSPs often neglect marketing due to their technical background and the initial success of referrals. However, marketing becomes crucial as referrals dry up.
• One-off marketing campaigns are ineffective because selling managed services requires reaching prospects repeatedly over time until they're ready to switch providers.
• Successful marketing involves creating a system that consistently educates and engages potential clients through various channels like email, social media, and direct mail.
• Personal branding and differentiating your messaging from competitors is crucial for standing out in a crowded market.
• Leveraging AI and emerging technologies presents exciting opportunities for innovative marketing strategies

Links from the show:

• MSP Marketing Edge: https://www.mspmarketingedge.com/
• YouTube Channel: https://www.youtube.com/c/MSPMarketing
• Facebook Group: https://www.facebook.com/groups/mspmarketing

=== Show Information

Website: https://www.itbusinesspodcast.com/

Host: Marvin Bee

Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ

Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast?

One-Time Donation: https://www.buymeacoffee.com/unclemarv

=== Music:

Song: Upbeat & Fun Sports Rock Logo

Author: AlexanderRufire

License Code: 7X9F52DNML - Date: January 1st, 2024

Brook explains that the Director of Channel Development position at ScalePad was an opportunity she couldn't turn down, given the company's leadership, platform, and team. She is excited to work under Eric Torres, VP of Channel, and Luis, Chief Experience Officer, and learn from their expertise in the industry. Her role involves being Torres' right hand, assisting with reporting, analytics, community, and RevOps projects.

Brook highlights ScalePad's diverse product offerings, including Lifecycle Insights, Lifecycle Manager, Cognition, Control Map, Backup Radar, and the recently acquired Quoter quoting software. She sees this as a chance to help MSPs of all sizes and maturity levels with a comprehensive suite of solutions. Brook also appreciates ScalePad's inclusive culture, with women in prominent leadership roles.

ScalePad is a leading software platform that helps businesses streamline and automate their financial processes. With ScalePad, companies can easily manage accounts payable, accounts receivable, expense reporting, and other financial workflows. The cloud-based solution provides robust features like intelligent data capture, approval routing, real-time reporting, and seamless integration with popular accounting software. By leveraging ScalePad, organizations can significantly reduce manual effort, improve accuracy, enhance visibility into financial data, and ultimately drive operational efficiency across their finance teams. As a trusted partner to businesses of all sizes, ScalePad empowers companies to scale their financial operations with confidence.

Key Takeaways:

• Brook Lee joined ScalePad as the Director of Channel, leaving her previous role at PIA.
• She is excited to work under Eric Torres and Luis, and learn from their industry expertise.
• Her responsibilities include assisting with reporting, analytics, community, RevOps projects, and events.
• ScalePad's diverse product offerings cater to MSPs of all sizes and maturity levels.
• Brook values ScalePad's inclusive culture with women in leadership positions.

Links from the show:

• Website: https://www.scalepad.com/

=== Show Information

Website: https://www.itbusinesspodcast.com/

Host: Marvin Bee

Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ

Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast?

One-Time Donation: https://www.buymeacoffee.com/unclemarv

=== Music:

Song: Upbeat & Fun Sports Rock Logo

Author: AlexanderRufire

License Code: 7X9F52DNML - Date: January 1st, 2024

Uncle Marv and Bradley Gross begin by discussing a recent lawsuit where an MSP was sued by a law firm client for $1 million due to a breach. They note that while the initial news generated a lot of attention, the case has since gone quiet, with no further updates on the court proceedings. Gross suggests that this is likely due to the parties engaging in behind-the-scenes negotiations, as the lack of a formal response from the defendants is unusual.

The conversation then shifts to the importance of having well-crafted legal agreements, particularly when it comes to cybersecurity services. Gross emphasizes that oral agreements are simply not worth the risk, as they create ambiguity and make it difficult to determine the true scope of the arrangement. He advises MSPs to stop relying on verbal agreements and instead ensure that all responsibilities and expectations are clearly documented.

Marv then shares his own personal experience with a former client who had returned to his services, but without a formal agreement in place. This led to a situation where the client suffered a ransomware attack, and Marv found himself in a difficult position without a clear contractual framework. The lesson learned is that MSPs must be proactive in getting agreements signed before engaging in any work, even with existing clients.

Key Takeaways:

• Oral agreements are risky and can lead to costly legal disputes
• Cybersecurity services should always be covered by a written contract
• MSPs must be diligent in getting agreements signed before starting work, even with existing clients
• Lawsuits involving MSPs can generate significant attention, but the resolution may happen quietly behind the scenes

Link from the show:

It's Florida Man Showtime: https://tinyurl.com/46ts8usc

• Sarah Hester Ross: https://tinyurl.com/427nz3ar

IT Business Podcast: Fiduciary Duty with Brad: https://www.itbusinesspodcast.com/390

Coming Soon: https://mspterms.com/

The Technology Bradcast: https://bradleygross.podbean.com/

=== Show Information

Website: https://www.itbusinesspodcast.com/

Host: Marvin Bee

Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ

Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast?

One-Time Donation: https://www.buymeacoffee.com/unclemarv

=== Music:

Song: Upbeat & Fun Sports Rock Logo

Author: AlexanderRufire

License Code: 7X9F52DNML - Date: January 1st, 2024