tag:blogger.com,1999:blog-22311364.post4521932788712783929..comments2024-03-29T02:13:29.411-07:00Comments on Small Biz Thoughts by Karl W. Palachuk: RMM Survey ResultsKarl W. Palachukhttp://www.blogger.com/profile/10854725002875547297noreply@blogger.comBlogger17125tag:blogger.com,1999:blog-22311364.post-65827813746906620762018-02-26T06:46:42.147-08:002018-02-26T06:46:42.147-08:00Anon: Such numbers get published from time to time...Anon: Such numbers get published from time to time. They are mostly speculation and reverse engineering based on public statements. My 2 cents.Karl W. Palachukhttps://www.blogger.com/profile/10854725002875547297noreply@blogger.comtag:blogger.com,1999:blog-22311364.post-50547001717392024472018-02-06T05:09:58.640-08:002018-02-06T05:09:58.640-08:00Hi all. I am wondering whether any of you knows ab...Hi all. I am wondering whether any of you knows about some kind of more comprehensive research about number of MSPs served by RMM vendor, number of endpoints, revenue, etc. It would really help me :) ThanksAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-22311364.post-42866898422335888222017-08-18T14:09:45.679-07:002017-08-18T14:09:45.679-07:00We are currently transitioning away from Solarwind...We are currently transitioning away from Solarwinds. <br /><br />We used them for a little over a year. Then I hired a new technician to manage our RMM. He happened to be Kaseya Certified. Within a month he was making a case for switching. I asked our account rep to make sure our tech received quality answers to his questions, so we could make an informed decision. We were met with nothing but belligerence and condescension, and basically all but told that there was no reason to what he was inquiring about (how to confirm systems were still in compliance with policies we'd set for them within the RMM for example).<br /><br />This, combined with the less than accurate answers regarding HIPPA and PCI compliance during the sales stage, was the final straw. FYI, the on premise server is not compliant and the official stance is that it does not need to be.<br /><br />Anonymoushttps://www.blogger.com/profile/01533723151694065043noreply@blogger.comtag:blogger.com,1999:blog-22311364.post-56700430211084255622017-06-21T13:26:27.689-07:002017-06-21T13:26:27.689-07:00Thanks, Jack. Although, when I clicked your name I...Thanks, Jack. Although, when I clicked your name I didn't get to your LI profile. Could be a temporary thing.Karl W. Palachukhttps://www.blogger.com/profile/10854725002875547297noreply@blogger.comtag:blogger.com,1999:blog-22311364.post-8577447361161938082017-06-21T12:56:58.858-07:002017-06-21T12:56:58.858-07:00:-):-)Karl W. Palachukhttps://www.blogger.com/profile/10854725002875547297noreply@blogger.comtag:blogger.com,1999:blog-22311364.post-83887053248435945572017-06-21T12:42:23.939-07:002017-06-21T12:42:23.939-07:00My take away here:
N-able: 8% of market share. 1...My take away here: <br /><br />N-able: 8% of market share. 100% of our hearts. Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-22311364.post-8413840444820083902017-06-20T03:41:26.432-07:002017-06-20T03:41:26.432-07:00@Vince: Alternative to waiting on future developme...@Vince: Alternative to waiting on future development from Solarwinds, I'd be more than happy to discuss what Autotask provides when it comes to monitoring OSX devices, ready to go and simple to deploy. <br /><br />I've added my LinkedIn profile as a link when you click my name above so feel free to get in touch.<br /><br />Jack Sims<br />Senior Account Manager at AutotaskJack Simshttps://www.linkedin.com/in/jacksims1/noreply@blogger.comtag:blogger.com,1999:blog-22311364.post-47674720919692412792017-06-17T06:39:20.504-07:002017-06-17T06:39:20.504-07:00This was not in any way sponsored by SolarWinds, i...This was not in any way sponsored by SolarWinds, if that's what you mean. I would certainly have disclosed that. I'm sure it's possible that the work I've done in the past with ConnectWise, Continuum, Kaseya, SolarWinds, Autotask, and others may have affected the respondents. I didn't attempt statistical confidence intervals because I don't think we good sense of what the universe looks like.<br /><br />If these data represent anything, it is safest to say them might represent readers of this blog and my weekly newsletter.Karl W. Palachukhttps://www.blogger.com/profile/10854725002875547297noreply@blogger.comtag:blogger.com,1999:blog-22311364.post-52656839976591157932017-06-17T05:54:56.170-07:002017-06-17T05:54:56.170-07:00Karl:
Curious where the pool of MSPs came from? T...Karl:<br /><br />Curious where the pool of MSPs came from? This is interesting data, but I know you have done some work with the SolarWinds companies in the past and wondering if that could possibly have impacted your results. My guess is you both thought of and addressed that possibility but wanted to get clarity. Ted Rollerhttps://www.blogger.com/profile/13416092473129872939noreply@blogger.comtag:blogger.com,1999:blog-22311364.post-31899929043637284082017-06-07T11:37:59.091-07:002017-06-07T11:37:59.091-07:00I'm really sorry to hear that. If you want t...I'm really sorry to hear that. If you want to reach out, I would appreciate knowing which tickets and would commit to getting to the bottom of it. We're committed to fixing things, so I'd really like to know where we dropped the ball.<br /><br />Dave Sobel<br />Sr. Director of Partner Community<br />SolarWinds MSPDJDavehttps://www.blogger.com/profile/10745199045050332380noreply@blogger.comtag:blogger.com,1999:blog-22311364.post-48995727134122444332017-06-06T06:02:26.082-07:002017-06-06T06:02:26.082-07:00TS: Thank you for the note.
I will probably write...TS: Thank you for the note.<br /><br />I will probably write about my experiences at some point. I have switched RMs several times. It's a serious undertaking, but not nearly as big as changing PSAs.<br /><br />We started with Kaseya and ran that for about four years, back when no one else was ready for prime time. We ran Kaseya and Continuum (Zenith) side by side for a year. Then we switched over to just Continuum for about five years. About the time I went to sell my business, I was doing work with LogicNow so I added their product and we gradually moved clients over to that.<br /><br />When I sold that business, Michael moved to 100% LogicNow. Two years later he sold the business again and I started a new MSP business. I went only with LogicNow.<br /><br />I agree with you on "trials" for these major expenses: Hard to do if you have more than five clients. It costs time and money. So it's hard to know how to give prospects a sense of what the tools can do without having them run in real time.Karl W. Palachukhttps://www.blogger.com/profile/10854725002875547297noreply@blogger.comtag:blogger.com,1999:blog-22311364.post-4263905429682866792017-06-05T14:44:33.997-07:002017-06-05T14:44:33.997-07:00I am leaving Solarwinds MSP. I have had about 15 ...I am leaving Solarwinds MSP. I have had about 15 remote access tickets since Solarwinds bought MaxFocus. About 13 of those tickets were not resolved within approximately 2 weeks so I just let the tickets close. I have already moved nearly all of my Apple computers to a different RMM tool and will move my remaining Windows computers to another RMM company as well.<br /><br />My phone support hold times have dramatically increased. My average wait is about 45 minutes.<br /><br />I am not interested in Solarwinds creating more services for us if the foundation services deteriorate. Anonymoushttps://www.blogger.com/profile/08949804032768040165noreply@blogger.comtag:blogger.com,1999:blog-22311364.post-56703368571642972432017-06-05T10:10:21.068-07:002017-06-05T10:10:21.068-07:00Thanks for the info Karl. My opinion regarding cha...Thanks for the info Karl. My opinion regarding changing RMM tools is that it is a high risk, not very high reward proposition for most MSP's. You don't know what you are getting until you have the product in place for a while (aka longer than 30 days, and running it against your live clients.) I've been on calls w/ RMM vendors and when they say 30 day trial, or no cost to cancel, i have to patiently explain that our time is worth WAY more than the cost of these tools anyway. I think the RMM vendor that actually embraces a methodology that helps MSP honestly evaluate their tools will win a ton of new business from those looking to make a change. Think about it, we use LabTech and we pay them close to $2k/mo. just for the base rmm product (almost that amount again for add ons.) If I was looking to evaluate alternatives, some enterprising vendor would actually assign a sales tech to INSTALL and CONFIGURE their product for me, integrate it w/ my PSA (which supports multiple RMM's) and then make sure that it was tuned for max functionality, and then show my team why their product is superior. Sure, it might cost that vendor 20-30 hours of time, but guess what? Now I know what the product does and how we will manage it long term - takes alot of guesswork out of the decision making process. This is a potential 6 figure deal ($24k/yr x 5 years = $120k revenue assuming costs are similar for just the base product.) When we changed from Kaseya to LabTech about 5 years ago, it was because we wanted to get away from Kaseya, so almost anything was viewed as an improvement. Most MSP's aren't in that boat. So vendors, if they want to get us to switch AND have a good experience, they have to put up or shut up. Just offering a 30 day trial to an already busy MSP, that sales conversion rate has got to be pretty low. If the MSP thinks like we're a prospective MSP client, the one thing that keeps a prospect from changing their current MSP to a new one is fear of change. How well we can navigate our prospects through the change process determines our success. Why should products from RMM vendors expect something different? After all, all of them like to say that they "know our business" but their sales process doesn't really reflect that.tshttps://www.blogger.com/profile/04847315161301926204noreply@blogger.comtag:blogger.com,1999:blog-22311364.post-54365680256650066542017-06-05T08:04:41.235-07:002017-06-05T08:04:41.235-07:00Vince: Rather than look, send me your wish list ...Vince: Rather than look, send me your wish list and I'll link you to the product management team for Mac. We're doing some active development here, and there's some exciting new enhancements coming for our existing OS X agents. <br /><br />Dave Sobel<br />Sr. Director of Partner Community<br />SolarWinds MSPDJDavehttps://www.blogger.com/profile/10745199045050332380noreply@blogger.comtag:blogger.com,1999:blog-22311364.post-75682059893735225382017-06-03T08:05:54.802-07:002017-06-03T08:05:54.802-07:00what kind of RMM support are you looking for OSX d...what kind of RMM support are you looking for OSX devices Vince?<br />Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-22311364.post-22421137982364942832017-06-02T07:53:57.372-07:002017-06-02T07:53:57.372-07:00Thanks for the feedback, Vince. I'll add that ...Thanks for the feedback, Vince. I'll add that to the next blog post on this.<br />There were LOTS of comments, so I want to tease out some more details as well.<br />Stay tuned.Karl W. Palachukhttps://www.blogger.com/profile/10854725002875547297noreply@blogger.comtag:blogger.com,1999:blog-22311364.post-72662000508892489492017-06-02T07:46:25.561-07:002017-06-02T07:46:25.561-07:00I'd really like to see the breakdown of nodes ...I'd really like to see the breakdown of nodes supported by OS. <br />I'm very happy with GFI/Logic/Max/Solar/whatever and have been with them since my first client.<br />I am however looking at my options as we support a fair number of OSX devices, and the RMM support simply is not there.Vincehttp://www.diavuno.comnoreply@blogger.com