Download Managed Services Definition - N-able

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The Keys to a
Successful MSP
Mike Cullen
VP – World Wide Sales and Business Strategy, MSP
1
N-able Technologies Fast Facts
•
•
•
The Leading RMM & Automation
Platform for MSPs
Mission Statement:
“To make our Partners the worlds
most successful MSPs”
Measured by:
– Customer Retention
– MSP Recurring Revenue
– Customer Growth
•
Solarwinds Company
•
Channel-Only
•
2,600 MSP Customers
•
96,000 Managed SMB’s
•
Offices in North America, Europe,
Australia
2012
2
Managed Services Definition
• Umbrella term for third-party monitoring and
maintaining of computers, networks and software.
• The actual equipment may be in-house or at the thirdparty's facilities, but the "managed" implies an ongoing
effort; for example, making sure the equipment is
running at a certain quality level or keeping the software
up-to-date.
• Recurring Revenue paid for Uptime.
3
Managed Services is not a Technology
• Managed services is a
– Business model
– Contracting model
– Service delivery model
• Managed services contracts create recurring revenue
– IT IS ALL ABOUT RECURRING REVENUE
• For profitability and business evaluation
• Efficiencies are gained by delivering services remotely and in an
automated fashion
• Typical managed services contracts run from pro-active through fixed-fee
all the way to utility computing
• The greatest challenges facing prospective MSPs are migrating themselves
and their customers from reactive service models to fixed-fee
4
Technology Complements the MSP Model
• Technology is used to deliver efficiencies, automate services and
demonstrate value
• Technology is frequently used in a managed services engagement
–
–
–
–
–
–
–
Network Monitoring
Remote Control
Patching
Scripting
Software Distribution
Reporting
Ticketing
5
N-central. Rated #1
Technician
Alert/Notify
Dashboard / Report
Customer
Monitor
Remote Control
Manage / Automate
Interoperate
6
Single Pane of Glass
Platform
Monitor
Manage
Optimize
Report
Cross-platform, servers,
workstations, network
devices
Reactive and proactive
management tasks,
scheduled tasks, patch
management, AV, AS
Best practise technician
runbook, proactive
maintenance
Business and tactical
reporting, Drag & drop
report customization
Integrated Tools
Report Manager
Report Manager | N-compass
Security Manager
Backup Manager
Security Manager | AV Defender
Security Manager | Exchange Defender
Security Manager | Anti-spam
Security Manager | Patch
Backup Manager | Standard Edition
Backup Manager | Advanced Edition
Backup Manager | Advanced Virtual Edition
Backup Manager | Workstation Edition
Backup Manager | SBS Edition
Backup Manager | Replication
Mobile Device Manager
Remote Control Manager
Remote Control Manager | Attended
Remote Control Manager | Unattended
Remote Control Manager | N-support Pro
MSP Tools
Audit Manager
Policy Manager
Netflow Manager
Audit Manager | Assessment
Audit Manager | Vulnerability
Audit Manager | Compliance
Audit Manager | Configuration
Policy Manager | GPO Compare
Policy Manager | GPO Exporter
Policy Manager | GPO Health Reporter
Policy Manager | GPO Enforcer
Netflow Manager | Tracker
Netflow Manager | Reporter
7
What’s Fueling our Growth
SMBs Managed on N-central
2013
105,000
Managed Devices on N-central
2013
1,700,000
• Technicians love N-central 1,600,000
80,000
• Most advanced Automation
and Cloud technologies
1,400,000
70,000
• Our unmatched worldwide1,200,000
support
60,000
z
1,000,000
• N-able MSP’s are successful
in converting
SMB’s to
50,000
Managed Service Contracts800,000
40,000
600,000
• Hybrid and freemium licensing
30,000
2010
400,000
20,000
• Over 500 mature MSP’s worldwide
have transitioned
2010
10,000to N-able in the past 18 months
200,000
95,000
Jan – 10
Dec – 10
Dec – 11
Dec – 12
Dec 2013
Jan – 10
Dec – 10
Dec – 11
Dec – 12
Dec 2013
8
Choosing The Right Platform
MSP TOOLS
MDM
CLOUD MANG’T
INTEGRATION
REMOTE CONTROL
REPORTING
AUTOMATION
MANAGEMENT
MONITORING
MSP RESOURCES
TECHNICAL SUPPORT
BUSINESS SUPPORT
9
N-able’s Value Proposition
High
Profitability &
Business Valuation
Low
High
Maturity
Services Model
TM
Block
Checklist
Fixed Fee
Comsumption
Gross Profit (%)
<10
50
50-75
75>
TBD
Utilization Rate (%)
50
50
70
90
TBD
Operating Income (%)
<1
1-5
5-10
10 - 20
TBD
?
.30
1.5
1.5 - 2.8
TBD
Business Valuation
10
SMB Market Reality
75%
25%
• 25% of SMB’s are candidates for advanced service models associated with verticals
‒ Professional Services, Medical , Financial, Manufacturing, Energy
• 75% of SMB’s do not want or have the need for managed services instead they want
to buy products and services on a monthly basis such as:
‒ Anti-virus, Anti-spam, Backup, Assessments, Migrations, Hours, Projects
11
SMB & MSP Alignment
Essential Licenses
Essential
Licenses and Break
• Used
for Reactive
fix customers
• Demonstrate Value through
Reporting
• Asset, Warranty, Licensing and
Remote Control
• Flexibility to sell customers
what they need and want
• Managed Anti-Virus, Managed
Anti-Spam, Managed Back-Up
etc…..
• Builds recurring revenue easily
Professional Licenses
• Used for Proactive or Managed
customers
• Lower Service Delivery Costs
through Automation
• Increase gross profit and
Increase Utilization Rates
• Deliver and demonstrate value
• Build a successful
Professional
Licenses MSP practice
• License Types |Server, Network
and Desktop
12
Licensing for all SMBs
ESSENTIAL LICENSE
PROFESSIONAL LICENSE
Monitoring Deep (Scan Frequency)
Management
Agent Status (5 minutes)
Patch Software
Connectivity (5 minutes)
Scheduled Scripts
Generic TCP (5 minutes)
Self-Healing
Generic TCP (15 minutes)
CPU (5 minutes)
Automation Manager
DNS & SMTP (15 minutes)
Disk (5 minutes)
Software Distribution
Memory (5 minutes)
Remote Control
Light Monitoring (Scan Frequency)
Management
Agent Status (15 minutes)
Remote Control
Connectivity (15 minutes)
- Unattended
Windows Security Center (4 hours)
Admin Features
Patch (4 hours)
Alerts & Notifications
CPU (4 hours)
Reporting (limited)
Disk (4 hours)
DNS & SMTP (5 minutes)
- Attended/Unattended
Asset Information (5 minutes)
- Remote Support Manager
Windows Security Center (5 minutes)
Asset Discovery
Event Log (5 minutes)
Admin Features
Memory (4 hours)
Add on Tools
Printers (5 minutes)
Alerts & Notifications
Asset Information (4 hours)
Patch Manager
Traffic (5 minutes)
Reporting (advanced)
Windows Services (5 minutes)
Add on Tools
Application Compliance (5 minutes)
Patch Manager
Warranty Lookup
Mobile Manager
Patch (4 hours)
Security Manager
Mobile Manager
Warranty lookup
Security Manager
Backup Manager
Audit Manager
Netflow Manager
Backup Manager
Audit Manager
Netflow Manager
13
Successful MSP Programs
Essential A La Carte
Essential ITAdvanced
SupportPerformance
– Free
•
•
•
•
Monitoring
Light Monitoring
• CPU
Asset/Software/Hardware
Reporting
• Disk Space
MSP
has
• Disk Queue
Branded Sys-tray
Icon Length
• Memory
Remote Control
Average
• Patch Status
Managed Anti-Virus
– R25/device
• Connectivity
•
•
•
•
Average SMB = 20
Fully Managed
Proactive
Server – R800
• Advanced
Performance
Monitoring
Advanced
Performance
Monitoring
• Key Application
Maintenance
• CPU
Preventative
Maintenance
Disk
Space
100 •toScheduled
200•• customers
in in their
Disk Queue
Length
• License & Asset
Management
• Anti-Virus
Memory
• Managed
• Patch Status
• Managed
• Backup
Connectivity
Employees
• Additional Support Billed at T&M Rates
Integrated AV deployment
• 20 Desktops| 100%NetworkAutomated
AV Monitoring
- R200 Preventative
AV Updates
Maintenance
• Quarterly
Network Health Review
•
2
Servers
|
10%
Check Disk
Threat/Status Reporting
• Firewall•• Management
Defragment & Maintenance
Managed Anti-Spam
R12/mailbox| 10% • Router •Monitoring
• 2 –Network
Delete Temporary Files
Firmware Updates
• Hosted Perimeter Anti-Spam
• Switch •Monitoring
• Remote Access Enabled
• Threshold Management
• Additional
Support
Billed
at T&M Rates
• Sync
time with
Domain
• Monthly Reporting
Controller
25% | Proactive or Managed
Workstation
– R160
Managed Backup – R700-1200/server
• Integrated Backup Deployment
• Backup Management & Monitoring
• Capacity/Status Reporting
Hosted Backup – R560 + R6/GB
• Offsite storage to a secure datacenter
Managed Mobile – R40/device
• Mobile management, support & reporting
Managed Patch – R35/device
• Monthly reporting
R400 – R3000/month
•
•
•
•
•
Availability Monitoring
OS & 3rd Party Patch Management
Scheduled Preventative Maintenance
Managed Anti-Virus
Hosted Anti-Spam
R5200/month
R260/user/month
Proactive Options
•
•
•
Hosted Backup – R560 + R7.50/GB
Managed Mobile – R40/device
Managed Compliance – R35/IP
• Advanced Performance Monitoring
• Configuration Management
Automated Preventative
• Key Application
Maintenance
database
• OS &Maintenance
Party
Patch Management
• 3rd
Check
Disk
• Real •Time
Server Optimization
Defragment
• Delete
Temporary Files
• Scheduled
Preventative
Maintenance
• Firmware Updates
• License
& AssetAccess
Management
• Remote
Enabled
• Sync
time with Domain
• Managed
Anti-Virus
Controller
• Managed
Backup
• Managed Audit
• Unlimited Remote & Onsite support
Network – R520
Firewall Management & Maintenance
Router Monitoring
Switch Monitoring
Unlimited Remote & Onsite support
Monthly Network Health Review
Workstation – R480
Billable Services – R400-R650/hour
•
•
•
•
•
•
End-user support (Helpdesk)
Onsite & Remote Support
Moves, adds, changes
Project Planning
Upgrades & Hardware
After hours Support
•
•
•
•
•
•
End-user support (Helpdesk)
Onsite & Remote Support
Moves, adds, changes
Project Planning
Upgrades & Hardware
After hours Support
Cloud Services
• Virtual Online Workplace
• Application Management
• Microsoft Office Suite
• Hosted Exchange
• Backup & Disaster Recovery
• Secure Cloud Storage
• Mobile Device Access
OnPremise Services
• Workstation & Infrastructure
Management
• Managed Anti-Virus
• Unlimited Remote & Onsite support
• Guaranteed Service Levels
• Advanced Performance Monitoring
• Configuration Management &
Enforcement
• OS & 3rd Party Patch Management
• Real Time Workstation Optimization
• Scheduled Preventative Maintenance
• Managed Anti-Virus
• Hosted Anti-Spam
R14640/month
Billable Services – R400-R650/hour
Per User – R1500
Server – R2000
•
•
•
•
•
Managed Cloud Services
R732/user/month
Managed Options
•
•
Hosted Backup – R560 + R7.50 GB
Managed Mobile – R40/device
Billable Services – R400 – R650/hour
•
•
Project Planning
Upgrades & Hardware
R30,000/month
R1500/user/month
Cloud Services Options
•
Managed Mobile - R5/device
14
Unmatched Business Support
ASSESS
PLAN
• Review of Current
Situation
• Plan New MSP
Strategy
• MSP Strategy
Document
• Program Review
• Pricing Review
• Program
Portfolio &
Pricing
Methodology
IMPLEMENT
•
•
•
Onboarding | Channel Sales
Sales & Marketing Support
Documented Sales Plan
Customized Marketing
Materials
Blueprint for Success
15
Unmatched Technical Support
Onboarding | Sales
Engineer
Daily Technical Access
Support Desk
16
Unmatched MSP Resources
Digital Binder
MSP Runbook
NOC in a Box
17
Summary
• Partner with a company that invests in your
business
• Align technology and programs to address
SMB financial requirements
• Drive efficiencies by leveraging N-central
• Increase profitability
• Build recurring revenue
18
(Rand) N-central Monthly Subscription Pricing Details
Quantity Break
1 to 49
50 to 99
100 to 149
150 to 199
200 to 249
250 to 499
500 to 749
750 to 999
1000 to 1499
1500 to 1999
2000 to 2499
2500+
Professional
Server
100.00
90.00
75.00
67.50
57.50
52.50
42.50
34.00
29.00
24.00
20.00
CALL
Professional
Network
50.00
45.00
37.50
32.00
27.50
24.50
19.00
15.00
14.00
12.00
10.00
CALL
(Rand) Tools Monthly Subscription Pricing Details
Quantity Break
Security
Manager AV
Defender
1-749
10.00
750-999
9.50
1000-1249
9.00
1250-1499
8.50
1500-1749
8.00
1750+
7.50
Report Manager
Security
Manager
Exchange
Defender
10.00
9.50
9.00
8.50
8.00
7.50
Professional
Desktop
30.00
27.50
25.00
22.50
20.00
17.50
15.00
12.50
11.50
10.00
9.00
8.00
Essential
10.00
10.00
10.00
10.00
10.00
7.50
7.50
7.50
5.00
5.00
5.00
CALL
Patch
Manager for
Patch
Mobile
Third Party Manager for
Manager
Applications
Windows
(a la carte)
(for use on
Pro & Ess)
10.00
2.50
7.50
9.50
2.40
7.00
9.00
2.30
6.50
8.50
2.10
6.00
8.00
2.00
5.50
7.50
1.90
5.00
Monthly Subscription
1500
19
Thank You
20