MSPmentor » Service Level Agreements http://www.mspmentor.net Managed Services & Cloud Services Blog for VARs & MSPs Tue, 14 Feb 2012 13:43:01 +0000 en hourly 1 http://wordpress.org/?v=3.3.1 2006-2007 joe@ninelivesmediainc.com (MSPmentor) joe@ninelivesmediainc.com (MSPmentor) 1440 http://www.mspmentor.net/wp-content/plugins/podpress/images/powered_by_podpress.jpg MSPmentor http://www.mspmentor.net 144 144 Managed Services Blog for Top Managed Service Providers MSPmentor MSPmentor joe@ninelivesmediainc.com no no MSPWorld Tackles Cloud Computing, Cloud Services, SLAs http://www.mspmentor.net/2012/01/30/mspworld-tackles-cloud-computing-cloud-services-slas/ http://www.mspmentor.net/2012/01/30/mspworld-tackles-cloud-computing-cloud-services-slas/#comments Mon, 30 Jan 2012 15:30:13 +0000 Joe Panettieri http://www.mspmentor.net/?p=28636 When the MSPWorld conference kicks off this week (Feb. 1-3, Miami, Fla.), a healthy portion of the event content will focus on cloud computing and cloud services. That's hardly surprising, considering nearly 60 percent of top MSPs now offer cloud and SaaS services to their customers, according to our fifth-annual MSPmentor 100 report. But what cloud trends will be on display at MSPWorld? Here are some guesses. ]]> When the MSPWorld conference kicks off this week (Feb. 1-3, Miami, Fla.), a healthy portion of the event content will focus on cloud computing and cloud services. That’s hardly surprising, considering nearly 60 percent of top MSPs now offer cloud and SaaS services to their customers, according to our fifth-annual MSPmentor 100 report. But what cloud trends will be on display at MSPWorld? Here are some guesses.

ScienceLogic, for one, will be on hand to discuss trends in cloud services management. I must concede: I don’t know which MSP-centric software providers have a leadership position in the cloud management market. A lengthy list of software companies — everyone from Level Platforms to Nimsoft — offers monitoring software and services that MSPs can aim at the cloud.

ScienceLogic is an interesting play because of the company’s management team — which includes several veterans from the ASP (application service provider) wave a decade ago, plus veterans from CA Technologies, IBM, Interliant, NetQoS and Verizon.

Cloud Service Level Agreements

Meanwhile, cloud service level agreements (SLAs) will also be a key theme at the conference. IQ Services, NetScout and Zyrion Inc. will be on hand for a panel discussion that covers SLAs, application and infrastructure performance and ITIL best practices.

The panel will focus on industry critical issues such as ensuring the Cloud Provider is delivering on their SLAs, measuring application and infrastructure performance within the Cloud and using ITIL BSM methods to measure performance of IT services.

I hope the panel covers some basics of cloud SLAs — even phone and help desk support, a market sweet spot where small MSPs are finding success competing against Microsoft Office 365.

What’s the Buzz?

If you spot or hear additional trends at MSPWorld give me a shout (joe [at] NineLivesMediaInc [dot] com). I’m set to preview the fifth-annual MSPmentor 100 results down the road from MSPworld, at the CA Technologies MSP Symposium on January 31. Then, I’ll be back in New York finishing up work on the actual MSPmentor 100 report, which is set to debut February 15.

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]]> http://www.mspmentor.net/2012/01/30/mspworld-tackles-cloud-computing-cloud-services-slas/feed/ 0 MSPs: Communicate Value and Stop Focusing On Price http://www.mspmentor.net/2012/01/26/msps-communicate-value-and-stop-focusing-on-price/ http://www.mspmentor.net/2012/01/26/msps-communicate-value-and-stop-focusing-on-price/#comments Thu, 26 Jan 2012 17:26:55 +0000 N-able Guest Blog http://www.mspmentor.net/?p=28527 If a customer doesn’t see the business value in what you do, your services are expendable.  It’s a harsh reality, but one that we all face. As an MSP, the challenge lies in communicating your customer value day-in and day-out. For most, promoting value at the front end of the sale to earn the customer’s business comes easy.  But once the ink dries, many MSPs turn the focus to meeting the SLA (service level agreement) and recognizing the recurring revenue. The selling stops. The relationship is managed, but is the business still being earned and relationship nurtured? ]]> If a customer doesn’t see the business value in what you do, your services are expendable.  It’s a harsh reality, but one that we all face. As an MSP, the challenge lies in communicating your customer value day-in and day-out. For most, promoting value at the front end of the sale to earn the customer’s business comes easy.  But once the ink dries, many MSPs turn the focus to meeting the SLA (service level agreement) and recognizing the recurring revenue. The selling stops. The relationship is managed, but is the business still being earned and relationship nurtured?

Once a customer sees the ongoing stability of a remotely managed IT environment, some jump to the conclusion that all their technology headaches are gone, which can lead them to wonder what exactly they’re paying you for.  It’s a legacy issue that MSPs must address early on through constant communication, strategic pricing and a clear demonstration of business value through smart reporting and quarterly or bi-monthly business reviews.

Steps to Success

Not sure how to combat this issue? Here are several do’s and don’ts gleaned from N-able’s MSP Elite:

  1. Don’t productize your services and fixate on price.  Posting a flat-rate service fee on your web site devalues and artificially commoditizes your services.
  2. Do focus on customizing your value and the outcome for your clients by using technology to support your clients’ needs and business goals.
  3. Don’t underestimate the customer experience and need for a personal touch. Going remote has its obvious advantage, but being seen and heard face-to-face remains critical. This is a relationship business.
  4. Do establish a defendable and differentiated value proposition.
  5. Don’t be afraid to walk away from a prospect or customer.  If you’re not seeing eye-to-eye out the gate, just call it a day and move on.  More than 80 percent of the market is unmanaged. Additional opportunity is out there.
  6. Do become a valued business consultant as well as a technology provider. Listen to your clients and establish an ongoing meeting with a structured process about how technology and your services will, and are, supporting their business.
  7. Don’t just send along a canned report that shows threats blocked, patched applied and servers fixed. Consistently track, report and celebrate what your team has accomplished. Customize the report to show how your efforts have met the customer’s needs and helped them achieve their goals. Reporting is going to be huge in 2012. From compliance to general accountability, reporting both on technology and business impact is going to be core to an MSPs’ service moving forward.
  8. Do establish corporate values, technical processes and a signature of service that will ensure a positive customer experience and drive greater loyalty.
  9. Don’t sell to anyone and everyone. Assess your portfolio and focus on the right clients. Understand who your target audience is, what they need and specialize your service to meet their needs.
  10. Do have a plan.  A one-page strategic plan will help keep your team focused and on track.

More Guidance

For additional insight, see the following partner video on value-based packaging, pricing and reporting, featuring insights from J. Michael Drake, CEO of masterIT, which has been an MSPmentor 100 company multiple times since 2008.

Another good resource is the recent report called “Countering Artificial Commoditization and Poor Pricing Practices in Managed Services,” written by The 2112 Group and sponsored by N-able and NetEnrich.

Mike Cullen is VP of sales at N-able Technologies, which develops remote monitoring and management automation solutions for MSPs and IT departments. Monthly guest blogs such as this are part of MSPmentor’s annual platinum sponsorship.

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]]> http://www.mspmentor.net/2012/01/26/msps-communicate-value-and-stop-focusing-on-price/feed/ 3 Net Optics Acquisitions Target Network Monitoring, Analysis http://www.mspmentor.net/2012/01/24/net-optics-acquisitions-to-provide-more-network-analysis/ http://www.mspmentor.net/2012/01/24/net-optics-acquisitions-to-provide-more-network-analysis/#comments Tue, 24 Jan 2012 13:20:08 +0000 Nicholas Mukhar http://www.mspmentor.net/?p=28298 Net Optics, which develops network monitoring solutions, has made two acquisitions in an attempt to expand its global reach and provide its customers deeper and more insightful network reports. Specifically, Net Optics acquired TripleLayer (an Australian technology distributor) and TripleLayer's sister company nMetrics (a network and application software provider). ]]> Net Optics, which develops network monitoring solutions, has made two acquisitions in an attempt to expand its global reach and provide its customers deeper and more insightful network reports. Specifically, Net Optics acquired TripleLayer (an Australian technology distributor) and TripleLayer’s sister company nMetrics (a network and application software provider).

“Our vision with this acquisition was to help our customers increase network access and consolidate tools to achieve a monitoring architecture that delivers end-to-end visibility and lower cost,” Net Optics CEO Bob Shaw said in a prepared statement. “We also wanted to provide our customers an opportunity to scale their overall network performance and security.”

Net Optics isn’t wasting anytime releasing its first integrated solution, appTap, designed specifically for remote and branch business offices. According to Net Optics, appTap combines “total network visibility” with the insight, stats and analysis capabilities businesses need to fully understand the ins and outs of their network infrastructures.

Apparently, Net Optics is building the foundation for a new suite of monitoring solutions — featuring application performance monitoring capabilities, diagnostics that support security and service level agreements (SLAs).

Net Optics also gains TripleLayer Founders David Britt and Steven Urquhart, along with the company’s full staff. Britt will head production, design and innovation for new products, while Urquhart will lead Net Optics’ APAC sales team.

Net Optics didn’t say specifically where it plans to expand geographically, though Australia is the obvious first target given TripleLayer’s existing footprint.

 

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]]> http://www.mspmentor.net/2012/01/24/net-optics-acquisitions-to-provide-more-network-analysis/feed/ 0 Another Way for MSPs to Build Customer Reports: BrightGauge http://www.mspmentor.net/2012/01/05/another-way-for-msps-to-build-customer-reports-brightgauge/ http://www.mspmentor.net/2012/01/05/another-way-for-msps-to-build-customer-reports-brightgauge/#comments Fri, 06 Jan 2012 02:51:06 +0000 Joe Panettieri http://www.mspmentor.net/?p=27683 BrightGauge believes it has built an easier way for managed services providers (MSPs) to create and deliver performance reports to customers. BrightGauge's cloud-based application, championed by Eric and Brian Dosal (pictured), involves a five-step process to generate customer reports. Here's an overview. ]]> BrightGauge believes it has built an easier way for managed services providers (MSPs) to create and deliver performance reports to customers. BrightGauge’s cloud-based application, championed by Eric and Brian Dosal (pictured), involves a five-step process to generate customer reports. Here’s an overview.

According to BrightGauge, the SaaS system works like this:

  1. BrightGauge connects securely with the MSP’s PSA (professional services automation) and RMM (remote monitoring and management) software systems.
  2. The MSP’s reporting data transfers to BrightGauge via an SSL encrypted tunnel.
  3. BrightGauge integrates the data from the MSP’s PSA and RMM systems.
  4. The MSP logs into BrightGauge and sends reports to customers.
  5. The MSP’s customers log in from anywhere to see the reports.

BrightGauge sounds simple. It costs $149 (limited time offer) to $499 per month for the SaaS solution. But I concede: I have no idea if BrightGauge works as advertised.

Meet Eric and Brian Dosal

MSPmentor has been watching BrightGauge off-and-on for about a year and we’re intrigued. BrightGauge was founded by Brian and Eric Dosal, two veterans of the MSP industry. Eric still runs an MSP, Compuquip, while Brian runs day-to-day operations at BrightGauge.

According to Brian Dosal:

“Reporting is that tangible weekly or monthly reminder to the clients on why they are forking over that monthly fee.  BrightGauge helps MSPs create a great personal and professional feel with those reports and with data that is tailored to and focused for executives (not just IT jargon).  And it takes minutes to schedule and create these really cool reports.”

The Kaseya Connection

In December 2011, BrightGauge delivered a Kaseya-only version of BrightGauge. The news surfaced in a blog entry from Brendan Cosgrove, community director at Kaseya. Noted Cosgrove in an email to MSPmentor today:

“This latest [BrightGauge] release works natively with the Kaseya framework without a PSA requirement. With Kaseya Service Billing and all the other data we’ve had all along, the solution from BrightGauge is quite compelling in terms of producing amazing reports.”

ConnectWise and LabTech

BrightGauge is working to expand its MSP platform support. Sometime this month, I suspect, we’ll learn more about deeper ConnectWise integration — leveraging ConnectWise’s APIs. And BrightGauge already integrates with LabTech Software.

“More integrations with other RMM and PSA providers are forthcoming this Q1,” said Dosal. “Being Connectwise partners ourselves at Compuquip, we have been focused on their community and that of Kaseya & LabTech.”

Just Say No (To New Customers)…

In mid-2011, BrightGauge stopped taking on new customers. “It wasn’t an easy decision by any stretch!,” recalls Dosal. “We really focused on getting our technology geared for a much larger audience and more products in 2012.  We went live with this enhanced version at IT Nation and we bring on new customers every week and nearly every day…but still feel like a new company for the MSP community.”

We look forward to updates.

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]]> http://www.mspmentor.net/2012/01/05/another-way-for-msps-to-build-customer-reports-brightgauge/feed/ 12 CA Evolves ARCserve Licensing for MSPs and Cloud Storage http://www.mspmentor.net/2011/12/07/ca-evolves-arcserve-licensing-for-msps-and-cloud-storage/ http://www.mspmentor.net/2011/12/07/ca-evolves-arcserve-licensing-for-msps-and-cloud-storage/#comments Wed, 07 Dec 2011 22:08:10 +0000 Joe Panettieri http://www.mspmentor.net/?p=26310 When CA Technologies launched ARCserve MSP 2.0 licensing today, it was only one piece of a three-part story. First, CA is striving to make ARCserve licensing more appealing to managed services providers (MSPs). Second, CA wants to ultimately connect the dots between ARCserve and public cloud storage. And finally, CA wants to eliminate any lingering concerns about its commitment to channel partners. ]]> When CA Technologies launched ARCserve MSP 2.0 licensing today, it was only one piece of a three-part story. First, CA is striving to make ARCserve licensing more appealing to managed services providers (MSPs). Second, CA wants to ultimately connect the dots between ARCserve and public cloud storage. And finally, CA wants to eliminate any lingering concerns about its commitment to channel partners.

Let’s start with the official news. The new MSP 2.0 licensing program for CA ARCserve adds subscription-based per-terabyte pricing options to ARCserve’s existing per-server model. CA’s goal is to allow MSPs to mix and match ARCserve deployments:

  • On premises at customer sites.
  • Within the MSP’s own hosting facility or data center.
  • In a third-party cloud like Microsoft Windows Azure and Amazon Web Services, as well as the Eucalyptus private cloud offering.

ARCserve also integrates with a range of MSP software platforms — including Kaseya, LabTech Software, Level Platforms, N-able Technologies and Nimsoft.

CA’s Strategic MSP Plan

CA’s MSP partner strategy isn’t new. The company acquired Nimsoft in early 2010 and continues to run and grow that MSP-centric software business very aggressively. By late 2010, it was clear that CA was overhauling many of its software platforms to offer service provider pricing.

At the same time, CA’s managed services push coincides with CA’s growing portfolio of cloud services software — such as AppLogic, which allows cloud services providers to rapidly reploy SaaS applications.

In many ways, CA Technologies has successfully reinvented itself and distanced itself from controversies that plagued the company in the 1990s. But some opinions die hard. During a recent ASCII Group meeting in New Jersey, I discussed CA’s strategy with a few MSPs that were not familiar with CA’s latest MSP and cloud moves. The MSPs told me they had largely overlooked the latest ARCserve moves because of ARCserve channel missteps in the 1990s.

Fast forward to the present and CA seems to be delivering the right message to the MSP market. MSPmentor will be listening to learn how many MSPs tune in.

 

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]]> http://www.mspmentor.net/2011/12/07/ca-evolves-arcserve-licensing-for-msps-and-cloud-storage/feed/ 0 Don’t Sell Cloud Services; Do Sell End User Experience http://www.mspmentor.net/2011/11/15/stop-selling-cloud-start-selling-end-user-experience/ http://www.mspmentor.net/2011/11/15/stop-selling-cloud-start-selling-end-user-experience/#comments Tue, 15 Nov 2011 19:36:29 +0000 Joe Panettieri http://www.mspmentor.net/?p=25537 Cloud computing was only half the story at last week's IT Nation conference in Orlando, Fla. Attendees -- mostly MSPs and VARs -- also focused heavily on mobile device management (MDM) and the growing influence of tablets in the workplace. But instead of talking cloud vs. on-premises or notebooks vs. tablets, it's time for MSPs to focus their sales and business strategies on the complete end-user experience. Here's why. ]]> Cloud computing was only half the story at last week’s IT Nation conference in Orlando, Fla. Attendees — mostly MSPs and VARs — also focused heavily on mobile device management (MDM) and the growing influence of tablets in the workplace. But instead of talking cloud vs. on-premises or notebooks vs. tablets, it’s time for MSPs to focus their sales and business strategies on the complete end-user experience. Here’s why.

As HTG Peer Groups Founder Arlin Sorensen told me: “Forget the cloud; worry about clients and the end-user experience.” Don’t misunderstand Sorensen’s words. And don’t misread my intent with this blog. It’s safe to say Sorensen sees financial opportunities with the cloud. As do I.

But the customer conversation needs to change. In short, MSPs need to start thinking more and more like Apple — where every product and service (whether on premise or in the cloud) is designed with one goal in mind: Deliver a great customer experience. Fulfill that goal and customers will always pay a premium for your products and services.

Any Device, Any Service

For MSPs, a great customer experience means you’ll help SMB customers to access any application or any service from any device. Plus, the end-user experience will be strikingly similar whether the customer is using a smartphone, tablet, notebook, PC or high-end workstation.In some cases, the end customer may rarely — if ever — see the service (examples: cloud backup, cloud security, etc.). In other cases, the customer experience is front-and-center (example: virtual desktop infrastructure).

No doubt, plenty of vendors and cloud services providers (MSPs) want to help you deliver a strong customer experience. But I’m not sure which companies, if any, are best positioned to help MSPs deliver an awesome customer experience across all devices…

 

 

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]]> http://www.mspmentor.net/2011/11/15/stop-selling-cloud-start-selling-end-user-experience/feed/ 5 Webcast: Service Level Agreements Done Right http://www.mspmentor.net/2011/11/01/webcast-service-level-agreements-done-right/ http://www.mspmentor.net/2011/11/01/webcast-service-level-agreements-done-right/#comments Tue, 01 Nov 2011 13:42:48 +0000 Joe Panettieri http://www.mspmentor.net/?p=24971 How do you need to adjust your service level agreements to blanket cloud services and managed services? We'll share the answers this Wednesday, November 2, at 2:00 p.m. eastern during our next Channel Expert Hour webcast. Register now to join us, and you'll hear from experts who have developed successful SLA agreements for cloud services and managed services.]]> How do you need to adjust your service level agreements to blanket cloud services and managed services? We’ll share the answers this Wednesday, November 2, at 2:00 p.m. eastern during our next Channel Expert Hour webcast. Register now to join us, and you’ll hear from experts who have developed successful SLA agreements for cloud services and managed services.

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]]> http://www.mspmentor.net/2011/11/01/webcast-service-level-agreements-done-right/feed/ 0 Join Us Today: Webcast – MSPmentor 100 Pros Share Next Moves http://www.mspmentor.net/2011/10/19/join-us-today-webcast-mspmentor-100-pros-share-next-moves/ http://www.mspmentor.net/2011/10/19/join-us-today-webcast-mspmentor-100-pros-share-next-moves/#comments Wed, 19 Oct 2011 13:49:52 +0000 Joe Panettieri http://www.mspmentor.net/?p=24418 Our next webcast is today (Wed., Oct. 19 at 2:00 p.m. eastern). Join us as two MSPmentor 100 companies -- Kevin Crowe from Long View Systems and Tim Hebert from Atrion -- describe how they maxed out their recurring revenues in 2011, and where their respective cloud and MSP strategies are heading in 2012. Crowe and Hebert will reflect on 2011 outcomes and preview 2012 game plans during our webcast. Instead of writing your 2012 business plan from scratch, borrow some great ideas from two top MSPmentor 100 companies and Nimsoft, the event’s sponsor. Bonus: Nimsoft CEO Chris O’Malley will join in to answer your questions live.]]> Our next webcast is today (Wed., Oct. 19 at 2:00 p.m. eastern). Join us as two MSPmentor 100 companies — Kevin Crowe from Long View Systems and Tim Hebert from Atrion — describe how they maxed out their recurring revenues in 2011, and where their respective cloud and MSP strategies are heading in 2012. Crowe and Hebert will reflect on 2011 outcomes and preview 2012 game plans during our webcast. Instead of writing your 2012 business plan from scratch, borrow some great ideas from two top MSPmentor 100 companies and Nimsoft, the event’s sponsor. Bonus: Nimsoft CEO Chris O’Malley will join in to answer your questions live.

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]]> http://www.mspmentor.net/2011/10/19/join-us-today-webcast-mspmentor-100-pros-share-next-moves/feed/ 0 MSPmentor Webcast This Wednesday: Customer Retention Tips http://www.mspmentor.net/2011/09/20/mspmentor-webcast-this-wednesday-customer-retention-tips/ http://www.mspmentor.net/2011/09/20/mspmentor-webcast-this-wednesday-customer-retention-tips/#comments Tue, 20 Sep 2011 05:00:41 +0000 wpmaster http://www.mspmentor.net/?p=23147 Our next webcast is this Wednesday (Sept. 21 at 2:00 p.m. eastern). We'll reveal how you can deliver new customer value with the managed IT services tools you already have. Our expert guest speakers include two savvy MSPs (Rick Vines, president, Axcell Technologies; Michael Nelson, president, TLC Tech) and the always engaging Eric Townsend, SMB market development manager at Intel. During this Channel Expert Hour webcast we'll cover best practices for customer satisfaction and retention. MSPmentor Editorial Director Joe Panettieri will be on hand to moderate the discussion and to ensure our experts answer your questions. Please join us.]]> Our next webcast is this Wednesday (Sept. 21 at 2:00 p.m. eastern). We’ll reveal how you can deliver new customer value with the managed IT services tools you already have. Our expert guest speakers include two savvy MSPs (Rick Vines, president, Axcell Technologies; Michael Nelson, president, TLC Tech) and the always engaging Eric Townsend, SMB market development manager at Intel. During this Channel Expert Hour webcast we’ll cover best practices for customer satisfaction and retention. MSPmentor Editorial Director Joe Panettieri will be on hand to moderate the discussion and to ensure our experts answer your questions. Please join us.

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]]> http://www.mspmentor.net/2011/09/20/mspmentor-webcast-this-wednesday-customer-retention-tips/feed/ 0 MSPWorld: Cloud Services Partner Programs Earn Spotlight http://www.mspmentor.net/2011/09/14/mspworld-cloud-services-partner-programs-earn-spotlight/ http://www.mspmentor.net/2011/09/14/mspworld-cloud-services-partner-programs-earn-spotlight/#comments Wed, 14 Sep 2011 14:52:10 +0000 Joe Panettieri http://www.mspmentor.net/?p=22859 A the MSPWorld conference in Austin, Texas, companies such as Enterhost, GoGrid and Veddio are pitching cloud partner programs, cloud referral programs and cloud dashboards for MSPs. If the efforts work as advertised, MSPs can potentially pursue a growing range of recurring revenue opportunities tied to cloud services. ]]> A the MSPWorld conference in Austin, Texas, companies such as Enterhost, GoGrid and Veddio are pitching cloud partner programs, cloud referral programs and cloud dashboards for MSPs. If the efforts work as advertised, MSPs can potentially pursue a growing range of recurring revenue opportunities tied to cloud services.

First up, Enterhost has launched a Channel Partner Program. The company positions itself as an internet cloud services provider and Windows application specialist. According to a PDF posted on Enterhost’s website, the company offers:

  • Cloud servers
  • Hosted Exchange, SharePoint and Lync
  • Any Windows application available on-premise can be hosted in the Enterhost cloud, the company claims
  • Shared Web Hosting, which is designed exclusively for channel partners, including access to the company’s SSL certificate and domain name registration services
  • On the legacy front, Enterhost also offers dedicated servers, disaster recovery and professional services

The Enterhost Partner Program has four levels, according to a PDF posted on Enterhost’s web site:

  • Registered Partners: Receive access to the partner portal, use of Enterhost logo and access to channel-exclusive products. There is zero revenue requirement for partners at this level.
  • Silver Partners: Similar to Registered, plus a 12.5 percent discount. This requires a $1,000 to $5000 monthly revenue commitment from partners. In conjunction with the launch at MSPWorld, anyone who registers at MSPWorld or on the company’s website during the event will receive a $0 monthly requirement. The promotion runs through Sept. 15.
  • Gold Partners: Similar to Registered, plus a 15 percent discount and access to a solutions architect and pre- and post-technical/sales support. This level has a $5001 to $15,000 monthly requirement.
  • Platinum Partners: Similar to Gold, plus a 20 percent discount and a dedicated channel program manager and premium technical/sales support. This level has a $15,001 or more monthly requirement for partners.

Side note: I don’t have a feel for each level’s program requirements for partners. But we’re checking in with Enterhost for more details.

Updated, 12:20 p.m. eastern on Sept.14 : Ben Tiblets, VP of Enterhost, has provided me with revenue commitment figures for each partner level. The bullet points above are now updated accordingly.

 

GoGrid Referral Program

Meanwhile, GoGrid has launched a referral program to help MSPs and IT consultants grow their cloud businesses. GoGrid, which positions itself as a cloud infrastructure company, says the referral program offers the following benefits:

  •     A consultative partnership approach
  •     One-on-one training sessions with GoGrid
  •     Co-branded marketing programs and materials
  •     Mentorship from solution architects to address unique needs

GoGrid’s web site says the referral program allows partners to “earn fees on accounts you bring to GoGrid” with no upfront commitment. However, the online information does not disclose how much money partners can generate from each referral. We’re double-checking to see if the GoGrid referral strategy involves one-time partner payments or recurring revenue payments

Veddio Cloud Dashboard

Finally, Veddio — a cloud aggregator — has demoed its new Nebula cloud dashboard. Nebula is a single, web-based view for Veddio’s channel partners to manage and provision the company’s cloud solutions. Veddio CEO Todd Myers went even further when I pulled him away from the conference to talk about the newly-released dashboard.

“It [Nebula] will give channel partners an additional recurring revenue stream,” he said. Myers brings a unique perspective when it comes to selling solutions to MSPs. He actually owns an MSP himself – Computer Sites – which he uses as “a guinea pig” for Veddio solutions. It’s all part of Myers’ goal of providing “a one-stop shop for the computer guy.”

Nebula is designed to help Veddio’s channel partners managed a customer base. It’s a white-label provisioning system that MSPs can use to deliver services and maintain a relationship with end-users, according to Myers. It offers quoting and billing tools, messaging and scheduling capabilities, real time support and instant provisioning, all through a single administrative viewing screen.

Veddio gives partners the option to charge its end-users one of two ways: per seat, or a la carte. Myers thinks the a la carte model is perfect for MSPs looking to go vertical because they can tailor Veddio’s platform to the needs of end-users. Veddio’s cloud platform is sold on a monthly subscription model. No long term commitment is necessary.

Veddio currently has 14 channel partners throughout Florida, Michigan and North Carolina. The company’s goal is to expand that partner base nationwide, and possibly even into Canada.

Questions Worth Asking

Clearly, cloud computing partner programs are dominating the vendor chatter at MSPWorld. But some of the announcements are a bit short on details. Among the questions MSPs should be asking before signing up for a cloud services partner program:

  • What are my near-term and long-term commitment levels?
  • Are revenues one-time or recurring?
  • Who controls end-customer pricing?
  • Who controls end-customer billing?
  • What types of SLAs (service level agreements) do you offer?
  • Where is customer data stored?
  • How are you funded? Are you profitable? Do you need to raise more cash/seek more funding?
  • How do I migrate off of your system if I ever need to?

We’ll be back with more MSPWorld perspectives if we hear more chatter from the show.

Additional reporting and Veddio interview by Nicholas Mukhar.

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