SmarterMSP Podcast

In our previous episode of the SmarterMSP Podcast, Fleming Shi, Chief Technology Officer at Barracuda Networks, shared his insights on the best cybersecurity defense against ransomware attacks. In this latest episode, we continued the conversation with Jimmy Hatzell, discussing the value of a SOC in detecting cyberattacks and how a SOC-as-a-Service can save MSPs and their customers from having to clean up any potential damage that a successful cyberattack might do.

Jimmy also laid out the incident response process of Barracuda Managed XDR and SOC, as well as what he would recommend MSPs look for when adding a SOC-as-a-Service.

During the podcast, Jimmy gives an in-depth description on how the SOC goes about detecting and identifying threats before they have a chance to detonate within a client’s network. He stresses that the amount of time between when the cyberattack breaches a network and when it detonates is crucial to an organization’s chances of avoiding being victimized by the cyberattack.

Many cyberattacks vary in how long they hibernate before launching the attack after infiltrating the targeted environment. The SOC-as-a-Service allows MSPs to catch these attacks at the earliest opportunity and report back to their clients about the disaster that they were able to avoid, which wouldn’t have been possible without the SOC.

Another positive attribute is the incident response capabilities of XDR and SOC services. These threat remediation efforts provide the next step of a strong cybersecurity defense, following the initial detection of a cyberattack.

Without the use of XDR and SOC, MSPs risk a cyberattack detonating and then being able to ‘island hop’ from one connected device or account to another, eventually spreading throughout the entire client network and beyond. Through their XDR and SOC solutions, MSPs can avoid this nightmare scenario and will instead now be able to improve upon their previous response times and its effectiveness. The amount of time that passes between a cyberattack’s landing and detonation is crucial to a client’s survival, and these services make the best use of that time.

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In the newest episode of the SmarterMSP Podcast, our hosts sat down with Fleming Shi, Chief Technology Officer at Barracuda Networks, to advise how MSPs can best establish a cybersecurity defense against ransomware attacks.

You might remember that in our previous episode, Chris Crellin, Senior Director of Product Management for Barracuda MSP, joined to discuss a recent executive order by the U.S. government that establishes a new baseline of cybersecurity best practices to protect organizations from ransomware attacks and other cyberthreats, as such cyberattacks have successfully infiltrated traditional defenses in several recent high-profile incidents. In Episode 8, we continued building on that conversation to get a better understanding of how MSPs can protect themselves and their customers from these pervasive ransomware attacks.

During the podcast, Fleming illustrated how cybercriminals have become more sophisticated and aggressive with their ransomware attacks, both in how they are more effective in bypassing traditional security gateways and in the amount of ransom each successful attack earns hackers. Fleming also explores how the recent increase in remote workforces has grown the size of attack surfaces available for these hackers, that MSPs must now defend.

Cybercriminals are using information and data gathered from previous attacks to help compromise new accounts that they can use to launch their next attack. Recently, they have been weaponizing the infrastructure and supply chain of reputable brands, who they know have the resources to pay their ransom quickly. These cybercriminals recognize that many organizations will opt to pay a fee they know they can afford if it means they can keep network downtime and damage to their reputation to a minimum.

In the podcast, Fleming advises MSPs employ a layered approach to cybersecurity. Fleming identifies a variety of solutions and services that can stack on top of each other to offer the strongest defense possible against ransomware attacks.

Specifically, Fleming recommends utilizing cybersecurity technologies that constantly monitor for inbound threats, assess the strength of an organization’s security posture, and are capable of alerting MSPs to threats that have breached a network or compromised an account, as well as remediating attacks on their own. Effectively communicating the importance of these cybersecurity solutions to clients is also a vital factor for MSPs, as a strong partnership is often required to best avoid cyberthreats like ransomware.

To close out the episode, Fleming shared his predictions for what ransomware will look like in the years to come and what industries will become popular targets next. To hear Fleming’s insights in full detail, listen to the SmarterMSP Podcast episode and subscribe to us for more episodes in the future!

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In the previous episode of the SmarterMSP Podcast, Jason Howells of Barracuda MSP summarized the insights from Global MSP Day, which took place in May 2021. Jason detailed many interesting trends within the “Evolving Landscape of the MSP Business Report 2021” that was published following Global MSP Day.

In the seventh episode of the SmarterMSP Podcast, Chris Crellin, Senior Director of Product Management for Barracuda MSP, stopped by to discuss the recent Colonial Pipeline hack and the Executive Order issued by the United States government in response to the ransomware attack. Chris discussed the goals of the executive order in preventing similar attacks from being successful in the future and what the cybersecurity guidelines and recommendations in the order mean for managed service providers (MSPs) moving forward.

The executive order from the U.S. government focuses on five key areas of cybersecurity that need to be strengthened in the aftermath of the Colonial Pipeline hack. Chris dove into each of the areas and also detailed the specific focus of the executive order on zero-trust architecture.

Beyond the government’s reaction to the Colonial Pipeline hack and their resulting interest in implementing zero-trust network access (ZTNA), Chris outlined how other industries will react to the event and noted their similar need for better cybersecurity. Chris also predicted that these other verticals will likely be enticed by the executive order to follow the government’s example and look to implement a cyber-defense that utilizes ZTNA.

Chris provides further insight on why ZTNA is the preferred method of bolstering cybersecurity for frequently targeted verticals, such as government and municipal organizations. ZTNA offers these organizations a level of control and security over there data that is not offered by traditional cybersecurity defenses, which best protects them from popular cyberattacks like the ransomware used in the Colonial Pipeline hack.

Listen to the podcast to hear the advice and insights from Chris himself and learn how MSPs can follow the executive order and implement ZTNA to prevent clients from falling victim to cyberattacks like the one that hit the Colonial Pipeline. You can listen to the podcast on SmarterMSP.com or one of the podcast sites listed below.

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In our most recent episode, the SmarterMSP Podcast hosted experienced MSP manager Paul Rainey and Mark Whiffen of Barracuda MSP, as they shared their insights on the significant cybersecurity protection monitoring and management (RMM) tool can provide vital cybersecurity protection for an MSP and its customers.

In the sixth episode of the SmarterMSP Podcast, Barracuda MSP’s VP of International Sales, Jason Howells, joined us to give a recap of the events from the 2021 edition of Global MSP Day. Jason also noted a number of interesting trends within the “Evolving Landscape of the MSP Business Report 2021” that was published following Global MSP Day.

Jason emphasized that with SMBs identifying cybersecurity needs and concerns as their main motivation for partnering with an MSP for their IT services, there’s growing importance and value for MSPs to offer full cybersecurity protection to their clients moving forward.

The dramatic rise in hybrid and remote work environments also created a lucrative opportunity for MSPs in a variety of vertical markets. While remote workforces come with their own specific and delicate cybersecurity requirements that MSPs are well-positioned to fulfill, they also have general technology challenges that most organizations are ill-equipped to handle for significant periods of time on their own.

Listen to the podcast to get the highlights of Global MSP Day 2021, as well as the trends that MSPs can profit from moving forward by downloading the “Evolving Landscape of the MSP Business Report 2021.” You can listen to the podcast on SmarterMSP.com or one of the podcast sites listed below.

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In our previous episode, we turned our focus to managed security services, including zero-trust network access (ZTNA), which is quickly becoming a layer of protection used to bolster a security services offering. In the fifth episode of the SmarterMSP Podcast, our hosts were joined by Paul Rainey from Range, and Mark Whiffen from Barracuda MSP to discuss how the right remote monitoring and management (RMM) tool can provide vital cybersecurity protection for an MSP and its customers.

Paul is the MSP Manager at Range, a Montana based exchange carrier providing telecommunication services to southeastern Montana and northeastern Wyoming. Mark Whiffen is the Senior Product Manager at Barracuda MSP. Mark oversees the product direction, development and delivery of Barracuda RMM and Barracuda’s partner services.

Mark and Paul both discussed the trends that they have noticed and adapted to over the course of the past year. Paul spoke on how the experiences of his MSP business in dealing with a spread out, remote base of clients put their services to the test.

Specifically, Paul shared how many of his clients in the rural areas of Montana and Wyoming did not readily have the technology capabilities to operate securely in a remote setting, a challenge not typically experienced when everyone has been used to gathering in one mass setting. Paul also detailed how his use of Barracuda RMM enabled clients to operate to their best of their abilities while remaining secure despite an evolving cyberthreat landscape.

Mark dove into particular examples of challenges that he has been told by other MSPs over the past year, and how specific features of Barracuda RMM enabled those MSP businesses to meet their clients needs. Both Paul and Mark shared what they anticipate the near future will bring for MSP businesses, both from a hybrid workforce and cybersecurity standpoint, and how the right RMM tool can best position MSPs for success.

To hear the full insights and perspectives from both of our guests, listen to the podcast episode here on SmarterMSP.com or at one of the podcast sites listed below.

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In Episode 3 of the SmarterMSP Podcast, we discussed common MSP website mistakes that can hurt the sales efforts of service providers. In our latest episode, we turned our focus to managed security services, including zero-trust network access (ZTNA), which is quickly becoming a layer of protection used to bolster a security services offering.

We were once again joined by guests, this time welcoming Bob Andrews of Computer Logistics Corporation and Brian Babineau of Barracuda MSP. Bob Andrews is the CEO of Computer Logistics, an MSP based in California that has provided mission-critical enterprise and government IT support throughout California since 1986. In his role, Bob leads Computer Logistics’ Client Services and executive team with extensive experience in the Managed IT Services Industry.

Brian Babineau is the Senior Vice President and General Manager of Barracuda MSP. Brian is responsible for Barracuda’s managed services business, a dedicated team focused on enabling MSP partners to easily deliver affordable IT solutions to customers. On the SmarterMSP Podcast, Bob and Brian shared their extensive experience and insights on how ZTNA and other security technologies can strengthen the security offering of MSPs across the community.

​Bob and Brian relayed their experiences and conversations that they have had with MSPs and SMBs over the course of the pandemic and the mass transition to remote work setups that ensued as a result. Both guests illustrated the sophisticated cyberattacks that they’ve observed emerge in the same timeframe and what impacts all of these changes have had on service providers in the channel.

Brian and Bob also shared their individual perspectives on how ZTNA solutions can fit into an MSP’s security offering, along with the capabilities and value that ZTNA offers in its own right for service providers. To hear the full insights and perspectives from both of our guests, listen to the podcast episode here on SmarterMSP.com or at one of the podcast sites listed below.

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Watch this webinar replay to see more on the benefits that zero-trust network access can have for an MSP’s security offering and their SMB customers!

In the second episode of the SmarterMSP Podcast, we spoke about how untrained end users are emerging as a significant cybersecurity threat for MSPs to invest in educating and protecting. In Episode 3, we discuss common MSP website mistakes that are hurting the sales efforts of service providers.

Joining us on this episode was Nate Freedman, CEO of Tech Pro Marketing and frequent contributor to SmarterMSP, with many fantastic articles covering common challenges related to MSP sales and marketing practices. Tech Pro Marketing offers a powerful, proven MSP Lead Generation Engine, and is known for its expertise on MSP marketing and sales, producing relevant website content, and search engine optimization, and more.

During the podcast, Nate identified common mistakes that he notices on the typical MSP website. He also advised how MSPs can avoid them and make the most of their website to turn it into a high-performing sales asset.

In the podcast, Nate noted that many MSP websites are more concerned with highlighting their own claims about the capabilities of its solutions and services compared to how their offering can help potential customers. Often times, decision makers for SMBs will be searching an MSP website to find if the service provider can help meet their business and IT needs, and protect them from certain vulnerabilities and cyberthreats. Providing more focus on how your MSP has helped other organizations will strengthen your credibility with prospective clients more than the typical claims of your technology’s capabilities.

For more of Nate’s tips, be sure to check out Episode 3 of the SmarterMSP Podcast.

Stay tuned for our next episode, in which Ken and Sophie speak with Bob Andrews, CEO of Computer Logistics, an MSP located in California, and Brian Babineau, SVP and GM of Barracuda MSP. Together, the group discuss some of the newest MSP trends that have developed over the last year, and the increasing importance of zero-trust network access (ZTNA).

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In the first episode of the SmarterMSP Podcast, we talked about the cyberthreat landscape trends to watch out for in 2021. In Episode 2 of the SmarterMSP Podcast, we invited Kevin Williams, journalist and author at a variety of publications including SmarterMSP, to speak about one of the biggest threats in the cybersecurity landscape: untrained end users.

Recently, Kevin spoke with several cybersecurity experts about the prevalent threats and risks presented by untrained end users, who lack the education necessary to protect themselves from targeted cyberattacks​. Kevin relayed the information these experts offered, along with his own advice for MSPs on how they can do their part to keep clients from becoming their biggest cybersecurity vulnerability.

Realistically, remote working will continue to remain a popular practice with companies and their employees across the globe for the convenience it provides. However, this does mean cybersecurity concerns will continue to arise.

The remote workforce essentially broadens the perimeter of an MSPs managed network and what the remote workforce will interact with while outside the security of the managed network. This creates further opportunity for hackers and other bad actors to attack easily discoverable, naïve end users.

Many of the cybersecurity experts that Kevin spoke with about this topic cited poor password hygiene as one major reason why end users so often fall victim to cyberattacks.

In the podcast, Kevin offered a reminder that many SMBs will look to their MSP for help with strong password practices and shared ways to help end users practice proper password hygiene. Kevin cited a recent study that listed several alarming stats about end users’ carelessness with passwords and hackers taking advantage of those attitudes. These stats include:​

The experts that Kevin spoke with also advised MSPs to utilize a multi-layered approach to their cybersecurity offering to clients. One of the easiest ways to build a strong defense that can offset the weaknesses that end users present, is an end-user security awareness training service.

In our next episode, our hosts Sophie Robinson and Ken Bartlett will be joined by Nate Freedman, CEO of Tech Pro Marketing, to discuss how an MSP’s website might be hurting their sales efforts.

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The SmarterMSP.com team is excited to announce the official launch of its brand new podcast. The first episode of the SmarterMSP Podcast is now available for your review!

In bringing you this podcast, our intent is to continue our mission of delivering resources and content to help today’s managed service providers more successfully serve their customers and grow their businesses. By building upon our existing offering of the SmarterMSP blog and providing resources in yet another format, we hope to provide another option for a way to you to access this information in a way that is most convenient for you. We look forward to having you join us to listen in on our conversations, and to hearing your feedback.​

Our podcast hosts, Sophie Robinson and Ken Bartlett of Barracuda MSP, covered a number of topics, including:

In our next episode, Ken and Sophie will be speaking with popular SmarterMSP writer and technology journalist, Kevin Williams, about recent developments in the cybersecurity landscape including what is deemed the greatest vulnerability to today’s businesses, and what MSPs can do about it.

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Photo: JuShoot / Shutterstock

Determining your managed service provider pricing can feel like “damned if you do, damned if you don’t.” Charge too much, and you’re unable to stay competitive. Charge too little, and you undercut your business, leaving you without the revenue you need to grow.

But you can create an MSP pricing model that allows you to charge more for your services while growing your client base. To create effective MSP pricing, use the following strategies to increase revenue, develop client loyalty, and eliminate price as an objection.

When you walk into a bakery and ask for a chocolate cake, you wouldn’t expect the baker to hand you a basket of ingredients. Would it be less expensive? Yes. Could you use them to make your own cake? Perhaps. But when you go to the baker, you expect to pay for more than the ingredients. You expect that you’ll pay for the baker’s unique recipe, along with their experience and expertise.

You need to look at your MSP pricing the same way. When you set your price, you aren’t simply pricing IT services, you’re also factoring in the unique value you provide to your clients and the expertise of your team.

One of the biggest problems MSPs encounter when setting prices is that they don’t know how to gauge their costs. In the past, you probably used an hourly model: You determined how much it cost you, on an hourly basis, to provide services and charged the client accordingly.

As the industry and the services provided have evolved, though, it’s become harder to account for all the variables involved in delivering service. Instead, we recommend using a seat price model, which uses monthly recurring revenue as the basis for setting a flat monthly price for your services.

Charging a monthly rate positions you as a partner in your clients’ businesses. Because clients are paying a flat rate for your services, they’re more likely to take full advantage of those services, and they’ll see how much the services can benefit their business. This strengthens your position when the time comes to renegotiate your seat price.

And remember — this isn’t math class, so don’t show your work. Your clients don’t need to know how you determine your prices. If the services you offer provide value, they won’t care.

There’s a joke I like to tell when someone asks me about MSP pricing levels. An MSP salesperson talks to a potential client and says: “Your best choice is the platinum program. It’s got all the features and benefits you need, and it will make technology more of a tool and improve your productivity and compliance.” Then, just as he gives the price to the client, he says, “But if that’s too much, I can sell you my crappy silver program.”

The more levels you offer, the more your clients will see you focusing on the price, rather than the value, of the services you offer. And they’re likely to go for the least expensive option. Instead, you should offer as few levels as possible. Most businesses tend to think in terms of three levels, such as like bronze/silver/gold, but if you can make do with fewer, go for it.

Keeping levels to a minimum provides other benefits. Your support team won’t have to spend time figuring out which client is entitled to specific services, they won’t have to say no to clients, and your clients won’t feel cheated out of the services they don’t get. When your team can deliver the same great level of service across the board, everyone stays happy.

Looking for more ways to improve your packaging and MSP pricing strategies? Watch our webinar MSP Owner’s Guide to Packaging and Pricing to learn more of our proven strategies for packaging and pricing your IT service offerings.

Photo: Mcimage/Shutterstock.com