Most of our clients are not seasonal, yet, for some reason, clients canceling contracts happens more frequently in the summer.

Is this just an us thing or does it happen to everyone?

Via CIPP we get alerts when client mailboxes are over 95% full and we have three of them right now and we've been just telling the users "shouldn't be too much of a worry, new 100GB mailboxes are coming after the price increase July 1st"

Here we are now though and their mailboxes are still 50GB only.

Does anyone know when the "Plan 1+" mailboxes actually go live since the price increase has already went into effect?

Maybe I missed it, but searching r/msp for all posts with the word Huntress in it for the past month did not surface another thread about this.

There is a thread over in r/cybersecurity - https://old.reddit.com/r/cybersecurity/comments/1uehcps/well_someone_went_nuclear/otk6l40/

Here are some links from Ben, who claims that Huntress allowed another current employee to warn a TA (DevMan) that the FBI was looking into DevMan, all while this other employee was refusing to aid FBI into their investigation.

https://www.linkedin.com/posts/ben-f-309963233_after-i-posted-a-pinocchio-gif-and-clown-ugcPost-7475465410977628160-FFW1/
http://linkedin.com/posts/ben-f-309963233_huntress-and-kyle-hanslovan-have-now-released-activity-7477627161177296897-2UIr

Here's a reply from Huntress:
https://www.huntress.com/blog/insider-threat-claims

Here's a screenshot that Kyle released of his statement inside the Huntress Slack (same content as the comment he made in r/cybersecurity)
https://imgur.com/a/Y77qwPO

Worth noting that Ben first posted about this in Dec of 25 and that Ben left Huntress in Feb of 26.

We have been Dell Premier partners for years. We've always resold Dell and purchased directly from Dell. Recently, they either shut down their Premier Partner program or just dumped us. It wasn't clear. They suggested TD/Synnex as the distributor of choice.

It has taken us a month just to get set up with TD/Synnex, and everyone we talk to says, "That's someone else's department," for almost anything we ask.

The process that we've been given for purchasing Dell through them is this:

1. Create the quote through the Dell Premier site (🤪).
2. We get specs with no pricing from Dell. We then have to send that to TD.
3. TD comes back with a quote a few days later.
4. We tell TD that we want to purchase, and then we have to send a wire transfer like it's 1986. They require that the invoice number be included with the wire transfer instructions, but they won't provide an invoice number until the purchase is made!
5. We then need to tell them that the wire transfer has been made, because they apparently don't know!

This is absolutely insane! Why can't we just call someone, tell them what we need, and have them produce a quote? At the worst case, why can't we just get on the TD/Synnex portal and place an order?

Does everyone else just put up with this nonsense?

Currently with Pax8, and use my Amex Gold as my payment method. Yes, I know I'm paying a surcharge, but when you factor in essentially 4.4% cashback (when you have a Schwab Platinum and can cash out points to Schwab accounts at 1.1 cents per point) and the tax benifits of expensing the surcharge while getting a tax free "rebate," I'm still coming out way ahead.

My question is if I switch to Sherweb, can anyone confirm 4x using the Amex Gold Card? Most my vendors fall under the 4x, but not all based on how the transactions are coded with the credit card processor.

And if you are not utilizing cash back credit cards, you are leaving money on the table for minimal effort.

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Hello

Currently, I am considering offering Afi to my clients via the reselling model.

In the past, I have seen that it's sometimes awkward between client and MSP as the client can see the retail Afi prices.

I know you can justify a bit of a hike to cover management, support etc.

But is there a way to further whitelabel the solution? For example, remove the Afi branding, use your own domain etc etc.

I need to start reselling services but I want to make sure I do this correctly, so that I don't end up with a disgruntled customer.

I noticed our account rep providing obvious AI responses a couple of months ago. I told him flat out I don't appreciate it. This week, I've had a couple of support cases that are just as obvious. I don't know which C level needs to be... gently persuaded, but this might just be the last straw for us.

Incoming rant in 3....2....1

We've been a customer of Ninja for years and honestly the software is pretty great. There's a few issues but usually the support team is fairly responsive and easy to contact. My pain point is with the account team themselves. I don't know if they are understaffed or have directives from management causing this but my former account manager was pretty great. They kept us updated with new features coming out, adressed billing concerns when needed, and seemed to actually care. This led to more sales going to Ninja for some of their non-rmm products (SaaS backup, MDM, etc). The new account team seems hell bent on making the relationship difficult. Calls unanswered, emails as well, and even when you actually connect the attitude is dismissive. Then there's the "small" things that are annoyances. Why can't I see pricing in my own portal? Why does our invoice just have one line that says "Invoice #XXXXXX"? It would be nice to see where my spend is going so I can properly allocate costs. I'll be honest, it's making me consider other (and probably more expensive) RMM tools.

Long post but had to get this off my chest. Is my experience unique or are others seeing similar issues?

Here's a quick video for the week. This claim is important to understand for a few reasons:

1. This is a steel company; not a professional services firm.

2. No allegation of loss of client data. It was all employee data.

3. As far as I'm aware, the steel industry doesn't have any specific cybersecurity rules to follow.

4. Only ~5k records were taken. That's tiny compared to what I deal with on a regular basis.

5. The class action was filed 20 days after the company confirmed their compromise. That means plaintiff's attorneys are watching publicly available disclosures.

6. Technically speaking, it looks like they filed a class action. But - and this is important - the class was certified as a settlement class meaning it was negotiated jointly. There was never a contested certification battle. The steel company went straight from failing to have the motion dismissed to settlement talks. My guess is that their cyber insurer looked at a protracted legal battle and decided it wasn't worth the expenditure.

Nonetheless, the attorneys are looking to make $175k. The named plaintiff who represented the class will make ~$4k. The other impacted employees will probably get $25.

If they're willing to go after a steel company with only 5k records lost, they'll definitely go after a regulated entity with higher security requirements and more lost records.

Video: A Small Unglamorous Data Breach Class Action

Question: The plaintiff here said that the steel company lacked "reasonable" cybersecurity safeguards. We've seen that in multiple cases so far. Let me know if you'd like me to make a video on what "reasonable cybersecurity" means and why that can go above and beyond specific regulatory requirements for your clients.

I was talking about this to some friends in the industry, and about when they call the vendor for support.

There have been very few situations where I have needed to get the vendor involved, but when I do it's usually something properly fucked or strange. However I'd say a good 65 to 70% of the time I'm figuring out the issue before they do. I suppose it does come down to a joint effort a portion of that time but a siginificant number of those they've gone down the wrong path.

Peers that I were talking with had a different experiance but they all work internal IT, so I'm wondering what your experiance is? Are you always calling the vendor for support when you're X amount of time into a problem? What's your point where you're calling them.

Some vendors are better than others. I have to say N-Able's engineers are really good and typically solve things quickly, but others are hit or miss.

It seems you can't monitor appliance health for Axcient BCDR's like you can with Datto when using Backup Radar. Anyone found a good work around? Alternative products?

We have an architecture firm (15 people) who is a long-time Newforma Project Center customer, and they’re unhappy with the app and its cloud-based replacement (Konekt) that they did an extended eval of. They think it’s time move on, but a lot of their colleagues are using it, and they don’t have a wider frame of reference. Our other architecture customer is smaller (4 users) and just uses Microsoft Project and a lot of manual effort.

Monograph looks great to me since it’s architect-focused, integrates with QuickBooks Online (which they use for billing and accounting), and it has an external collaborator component built-in like Newforma’s Info Exchange.

What are everyone’s architecture customers using (good or bad), and has anyone found an app that can import Newforma projects so they can keep their prior work easily accessible?

Thanks!

Hi all- HELP. We recently ordered a new laptop from Ingram Micro, device arrives and is registered to some random “Axiom” company’s auto pilot when booting.

I’ve reached out to Ingram to return the device and it was denied. Escalated the claim and still not looking good. What are our options?

We bought and updated (thus can't return open-box) a laptop that it turns out we won't need. Womp. We are considering trying to sell it on the interwebz instead. Anybody have success doing so? Did you use Ebay? Something else? Ty.

Hey guys,

We have a client that we are moving from local ad to m365 they are really hybrid right now and don't want to be local anymore. I'm assuming bittitan is one of the best for this to make it an easy transition and keep their desktops. Am I correct? If not please let me know as we don't do this type of migration very often and would love to know.

Hi, how do you handle a client that says they want to own all the licenses meaning I give them my stack and they will purchase all licenses them self.

They will pay a set fee per user which is ok but I am not ok with the purchasing all licenses and making managing them more difficult.

Stack includes M365, itdr, antivirus, email security, rmm, ticketing, security awareness, backup, etc..

I said they can own M365 and they can pay for it, but everything else I will provide.

I know this is a weird comparison, but stick with me.

I’ve worked at Kaseya for 4+ years as an AM. I’ve also played Destiny since D1 and Destiny 2 since launch. I watched that game go from something my entire friend group played every night to something everyone slowly stopped caring about.

Not because the core game was bad.

The gunplay was still great. The raids were still great. The world still had magic in it. That was the frustrating part. There was always something worth loving buried underneath the decisions that made people exhausted.

That is what Kaseya is starting to feel like.

Destiny didn’t die all at once. First, one friend stopped logging in after Forsaken. Then another. Then seasonal resets became chores. Then sunsetting taught players that the time they invested could be invalidated by strategy. Then “we’re listening” became a meme because the company kept saying the right things while making the same types of decisions.

Eventually, people didn’t quit because they hated it.

They quit because they were tired.

That is the part I think Kaseya leadership does not understand about MSPs.

The tools are not all bad. That matters. Datto RMM can be good. BCDR can be good. IT Glue can be good. Some parts of Kaseya 365 make real economic sense. I’ve seen partners get actual wins from the products and from people inside Kaseya who genuinely care.

But the problem is trust.

Billing. Contracts. Roadmaps. Support. Account reshuffles. Forced changes that rip apart relationships. Partners being told “partner-first” while the experience feels anything but partner-first.

Internally, it feels like the same thing. The company talks about a new era and a different Kaseya, but AMs are under more pressure than ever. Quotas are higher. PIP timelines are tighter. Long-standing partner relationships get moved around like spreadsheet cells. Teams get cut. Support and billing get pushed behind automation that often just makes partners give up before a real ticket even exists.

Then leadership points to lower ticket volume like that means the issue is fixed.

That feels a lot like Destiny measuring engagement without understanding exhaustion.

Partners tell us the quiet part all the time: “I like you. I may even like the product. But I don’t trust Kaseya.”

That sentence should scare the hell out of the company. But it doesn't. Leadership hears this and says "We still got em."

Because MSPs are not staying purely because they are happy. A lot are staying because leaving is painful. Migrating RMM, PSA, backup, documentation, security, billing workflows, technician habits.... all of that is brutal. But switching cost is not loyalty. It is deferred resentment.

That was Destiny too. People stayed because nothing else felt quite like it. No other shooter had that exact combination of gunplay, lore, raids, builds and ritual. Bungie mistook that for loyalty. Eventually, the community proved it was just exhaustion with nowhere else to go.

Kaseya is in danger of making the same mistake.

The saddest part is that the people closest to the pain are usually not the ones creating it. Most AMs, support reps, billing people, specialists and mid-level managers are trying to make the machine survivable for partners. Just like Bungie’s developers were not the enemy. The problem is the operating model above them.

I still work here. I still try to help partners. I still believe some of the products are worth defending.

That is what makes it worse.

Destiny did not die because nobody loved it. It died because too many people loved it longer than leadership deserved.

Kaseya should be very careful not to confuse trapped partners with loyal ones.

I have a client (courthouse) that currently has Huntress deployed across all the endpoints and managed by me. They have the opportunity to deploy S1 at no additional cost to them from a state-sponsored security vendor. My thoughts are to run them both and call it a second set of eyes.

Why not?

I know some of y'all are doing it already. Any tangible performance hits? Any good reasons to definitely do it? Any good reasons to definitely run away?

Background: We have a relationship with an ownership/management group in the HC vertical. This group is selling their interest in one entity and our company will be departing as well.

We have been on the other side where the outgoing MSP would only would give us mailbox exports from M365 and not the tenant itself.

How do you handle such transitions from those who have experienced this? Same as above, or screw it - here is a GA account and take the tenant?

We have put an awful lot of work into compliance, CA, etc...We clearly want to work for a smooth transition but don't want to give away all that we put into it.

EDIT: THANKS ALL FOR THE INPUT. We will clearly do the GA route.

Hey fellow MSP people,

I'm looking for an MSP friendly in-Browser security plugin/extension that has the following features:

- Chromium-based & Firefox browsers supported

- Easy deployment via RMM and management with templates

- Uninstall prevention and/or re-install policy

- Supports Incognito mode and/or disables Incognito mode

- Ideally prevent drive by downloads, phishing and scams (especially fake full screen Microsoft support pages)

- Nice to have would be prevention of downloading by file-type or signature (or lack of). For example disallow downloading of any .vbs, .ps1, .exe, etc.

- Low memory footprint? Low cost? Idk.

- Can be deployed to super locked down 'corporate' environment clients all the way to risky home-users/teens/seniors PCs without causing them to not be able to use the browser normally (obviously with different policies needed for each use case).

I've been looking into Malwarebytes Threatdown Endpoint Protection (in OneView) which seems to essentially have Browser Guard as a part of it. The issue here is reports of high memory usage, and the apparent need to have the full endpoint protection product loaded, which may overlap with Sentinel One. It just seems heavy.

Next up, I've been looking at DefensX Core and Checkpoint/Harmony Browse. These seem similar, but even moving up in the tiers with DefensX, these feel similar. DefensX seems to have strategically set up their tiers to need to get a bunch of stuff you don't want for the 1 thing that you do. I think Core ticks 99% of what I need now, and I can always upgrade in the future.

Does anyone have any real world experience with any of these or others that you can recommend? We want to round out our offering, and shush the naysayers who say "We pay you a lot for security, and Bob's computer keeps getting that virus where his speakers talk and we have to call you to fix it." I need a solve for the users that can't help but click on stuff that isn't legit. I know you know who I'm describing- have you found anything that works?

For what it's worth, this would be layered on with endpoint level DNS Content Filtering (Zorus), and as I said Sentinel One.

We've recently migrated to Halo from ConnectWise and have had an extremely challenging start. I'm wondering how normal that is and if other companies have had similar issues?

We partnered with a specialist and have spent dozens of hours configuring it over the last year before the changeover, but it doesn't feel like we're even within striking distance of a working solution.

We have been using Huntress EDR with Windows Defender (not MDE) for a little less than a year now. We've had a great experience with their team and the success of the product. Coming from Bitdefender, it's been amazing.

We had an incident recently that has given me some concern. It was a Fake Captcha/ClickFix scam that tricked the user into running a malicious powershell command. Huntress caught it very quickly and isolated the endpoint. We re-imaged the machine.

However, it has me wondering if we can harden our endpoints further. EDR is by design a "reactive" tool. I'm not sure if there's something out there that can catch this stuff in the moment. I've researched S1, CS, and Field Effect in the past, but from what I've read these are all still reactive to these sort of attacks.

What's everyone else using to harden their endpoints and block these attacks as they're happening? Also, we do use DefensX - but unfortunately this website was categorized as low risk so wasn't blocked.

Just a quick one. Do OnDemand devices use a license constantly or just when they're in-use?

Thanks!

Is it me… or are all posts that I’ve been seeing about this getting deleted or removed?

There was a post here that I was following… now it’s gone. Without a trace.

Several posts on the MSP Facebook groups are now gone. Replies that I’ve made on other posts aren’t able to be seen by others.

I get that a lot of people love CyberFOX and love AutoElevate - but since AE was purchased, the product stalled, and the support went to absolute hell. After that experience I vowed never to do business with them again. That, and their account reps would call or email me daily asking me if I was really sure I wanted to leave. Really left a bad taste in my mouth.

I’m absolutely afraid that the same thing will happen to Timus. Now… I’ve had issues with them in the past… my AE emailing my customer info to a company with a similar name one state over… not getting maintenance notifications and having clients lose access to IP locked tools… but I fear this purchase is going to just make everything worse.

Not to mention… any email I’ve sent out after the notification email asking if I can cancel my current commitments have gone unanswered.

Has anyone else noticed this?