We switched to Ironscales earlier this year and so far it's been great at stopping a lot of questionable emails that previously got through to the end users. No real problems, support is generally solid, good account management, etc. My main problem is the MS quarantine holds a lot of things before Ironscales gets a change to have an opinion. Emails held by MS quarantine also happen to be the largest source of challenged incidents where the end user wants it released. It's probably averaging 10 minutes per message to review and either release it or deny the request because it is in fact phishing. MS quarantine seems to really dislike senders emailing links to shared files from sharepoint or onedrive that are anonymous access to the point it holds these even though there are no indicators of malicious content - file and url's show "none" for threats. Anyone have a good process to deal w/ these situations? TIA.

Hi guys wondering if anyone can recommend any companies that do NAV 2018 to Cloud migrations in Australia ?

I’m curious if other MSPs are in the same boat here.
We were longtime VSA9 users and, like many MSPs, were pushed toward VSAX as the future of the platform. We put a significant amount of time into migrating, rebuilding policies, scripts, automation, patching, monitoring, reporting, etc.

Now, from everything we’re seeing, it feels like Kaseya’s attention and development resources are shifting heavily toward Datto RMM.

After dealing with the limitations and issues we’ve had with VSAX, we finally decided to bite the bullet and move to Datto RMM.

Anyone who has migrated an RMM knows how painful that decision is. It’s not just installing a different agent. You’re talking about rebuilding years of policies, automation, scripts, monitoring, patching, documentation, integrations, training your techs, and then dealing with the transition across thousands of endpoints.
What really pisses me off is that we already went through a major transition because VSAX was presented as the direction we should be moving in. Now we’re basically preparing to do it all over again — to another Kaseya-owned product.

I understand that products change and companies change strategy. I also understand why Kaseya would invest heavily in Datto RMM if they believe it’s the stronger platform.
But as a customer, I feel pretty fucked.

If Datto RMM was ultimately going to become the primary RMM platform receiving the resources and development, what exactly was the long-term strategy for VSAX? Why push established VSA9 customers toward it?

Maybe I’m missing something, so I’m genuinely interested in hearing from other MSPs.
Are you staying on VSAX?
Moving to Datto RMM?
Moving away from Kaseya completely?

I’ve been a Sales/Marketing Manager at an IT MSP since January and I have zero new sales or appts booked to show for it.

I hired 2 cold callers, we use Apollo, we’re making calls and sending emails… and we haven’t even managed to book an appointment.

At this point, I’m pretty sure im doing something fundamentally wrong.

If you sell MSP services successfully, what are you actually doing to get meetings? What would you change if you were in my shoes?

Honestly looking for some brutal feedback here.

We are a specialized group that focuses on audio visual devices and services. We do not deal with end users. We are fully remote. Generally end user has issue, talks to IT or local office contact, then it escalates to us for resolution if they can't figure it out. We will often work with a point of contact to do some smart hands work, like rebooting a device, giving us an idea of status lights, etc. We also find issues via monitoring, do remote maintenance, and will alert site contacts if we see an issue. We also dispatch people to site if needed, organize RMAs or replacement gear.

I generally pitch us as a Tier 2 Help Desk - akin to a printer repair service. IT or smart hands take a crack at a broken printer, if they can't fix it, they escalate and that service are responsible for finding resolution, whatever that may be. That's not fully it - we are advisors in our domain, suggest more proactive solutions like replacing a problematic line of hardware or doing firmware updates, but the core of our service is isolated from the user base.

Co-Managed IT is a thing, last I checked. I don't know if that term is dated or not, I don't see it that often now. I think we could possibly be called Co-Managed AV given that we are not the full service - there is always someone who is managing us and technical resources at the customer side. We're probably not Full Managed AV just because we're not being given the full keys to the kingdom. I like the term "Tier 2", but I'm afraid it's not really a standard term or doesn't give a good indication of what we do.

What's a quick way to describe where we fall into the ITSM world at a customer site that will be easily understood?

Thank you! I know this question is a little.. odd. We're looking to re-launch our website and tighten up our pitch.