Channel Chatter, June 1 - 8, 2025

Channel Chatter is the parsing of the listening posts that the Business of Tech podcast has around the MSP community across discussion forums and groups to bring together insights and discussions that I think are worth considering.   In considering the needs of MSPs by listening to them for the podcast, there are insights specifically for vendors serving the space to be shared.  That is this newsletter.  

In an intentional move, during ConnectWise 'sIT Nation Secure event, Kaseya announced the appointment of Rania Succar, a former executive from Google and Intuit, as its new CEO, effective June 3, 2025. Succar, who holds multiple degrees from Harvard University, brings over a decade of experience in developing innovative technology solutions aimed at small businesses. In her new role, Succar emphasizes a commitment to enhancing customer experience and accelerating innovation, stating that artificial intelligence and automation will be pivotal in improving profitability for their customers. Industry leaders have expressed optimism about Succar's leadership, noting her background in software and her fresh perspective as she steps into this pivotal position. Michael Goldstein, CEO of LAN Infotech, highlighted Succar's experience in the software as a service market, particularly her work with Intuit and Google, as instrumental in navigating the future landscape of technology solutions for managed service providers.

Why do we care?

You don’t appoint a new CEO on a Tuesday by accident—especially not during your biggest competitor’s flagship event. Kaseya naming Rania Succar as CEO on the exact day of ConnectWise’s IT Nation Secure is a deliberate and strategic move, meant to shape headlines and own part of the narrative. 

Nobody starts a C-suite job on a Tuesday. This announcement was timed to the hour, designed to disrupt the news cycle around ConnectWise’s product launches and executive keynotes. Succar almost certainly started weeks ago, but the reveal was choreographed to compete for attention during ConnectWise’s moment in the spotlight. 

Succar’s background—Google, Intuit, multiple Harvard degrees—is not the typical private equity install. She’s a product-and-growth leader with a strong small business focus, not just a PE-friendly operator.  er work at Intuit (notably on QuickBooks Capital) focused on small business automation and growth tools. That’s highly relevant to MSPs managing SMB environments.    Her emphasis on AI aligns with both Kaseya’s marketing narrative and broader industry pressures for margin improvement. It also hints that we’ll see acceleration in baked-in intelligence in IT Complete.

For MSPs, the real question is whether Succar can back up the narrative with operational improvements that matter: fewer support headaches, smarter automation, and genuine ease-of-use.

Keep an eye on product cadence and partner experience over the next 6–12 months. That’s where we’ll see if this is just a headline or a turning point.

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Topics of Interest

This section is a high-level summary of the major topics of discussion within the community during the time period. This gives you a sense of the questions the community is raising and what they are discussing.

1. The Syncro vs. SuperOps Debate: A Shift Driven by Efficiency and Innovation

Summary:

This conversation captures MSPs growing dissatisfaction with Syncro, citing its aging infrastructure, inefficiencies, and prioritization of revenue over usability. By contrast, SuperOps is praised for AI-driven efficiencies, modern RMM/PSA features, and responsiveness to user feedback.

Insights:

• Efficiency is a differentiator: Vendors that streamline workflows and save technician time are favored over those that add complexity—even if they are cheaper.

• AI-based value-adds like Monica AI are appreciated and viewed as practical efficiency boosters.

• Vendor responsiveness to user feedback plays a critical role in platform loyalty and adoption.

• Outdated platforms are vulnerable even if cost-effective; innovation wins over budget-friendliness when scaling.

2. Pax8 Billing Scandals: When Support Fails, Community Mobilizes

Summary:

MSPs reported persistent billing from Pax8 after account closure, with some being charged years later. Despite outreach, Pax8’s support was unresponsive, resulting in community frustration and legal threats.

Insights:

• Billing transparency and account closure protocols are critical; poor handling erodes trust irreparably.

• Support responsiveness is non-negotiable in cloud services—MSPs demand fast, human assistance.

• Community visibility (Rob Rae intervening personally) is necessary but not sufficient to reverse negative sentiment once trust is lost.

• Vendors should recognize that even small charges ($25/month) can snowball into massive credibility damage if mishandled.

3. Sales Structure vs. Hiring: What Small MSPs Get Wrong

Summary:

An MSP owner struggles with growth, blaming lack of a sales rep. The community emphasizes that a structured sales process, clear packaging, and customer experience (CX) are more vital than hiring a salesperson prematurely.

Insights:

• MSPs undervalue structured sales systems and over-rely on hiring as a growth lever.

• Sales enablement, coaching, and packaged offerings are viewed as more impactful than adding headcount.

• CX differentiation is a growth driver, often overlooked by small MSPs hyper-focused on tech.

• Vendors offering sales process templates, CX guidance, or virtual sales coaching could fill a clear gap.

4. RMM/EDR Billing Automation Challenges: A Workflow Optimization Opportunity

Summary:

MSPs shared pain points around automated billing of EDR solutions, particularly reconciling user vs. endpoint counts using tools like Autotask, ConnectWise, Rewst, and Gradient MSP.

Insights:

• Billing mismatches between users and endpoints are a major friction point for MSPs.

• Vendors who simplify or automate billing reconciliation with clear audit trails and client communication win.

• There’s appetite for modular billing models—vendors should rethink rigid per-user or per-device pricing.

• Workflow automation tools (like Rewst) are now essential integrations, not luxuries.

5. VMware Reseller Termination Fallout: A Vacuum for New Entrants

Summary:

MSPs expressed frustration after being dropped from VMware’s reseller program under Broadcom, citing rising costs and being forced to switch to alternatives like Proxmox, Hyper-V, and xcp-ng.

Insights:

• Mass migration is underway: This creates an opening for virtualization vendors like Proxmox and xcp-ng to capture disillusioned partners.

• MSPs feel deprioritized by large vendors, preferring platforms that value small and mid-sized partners.

• There’s growing interest in open-source or cost-effective virtualization platforms.

• Vendors that provide partner-first programs with better margins and support can rapidly scale in this environment.

Vendor Discussion

This section is designed to give you insights into who was “discussed” this week. These are vendors that were mentioned or commented upon, and not necessarily a specific set of complaints about the vendor. This may be a good opportunity to learn about a new name, or get a sense of who is in the zeitgeist. It’s long. It’s intentionally long, to give you the firehose.

Amazon Bedrock – Discussed as a tool for enhancing documentation search via LLMs; positively viewed for innovation in document indexing and metadata use.

Amazon Connect – Mentioned in the context of sentiment analysis demos during Microsoft Teams Phone analytics discussions.

Analytics365 – Cited for providing advanced out-of-the-box call analytics capabilities.

Acronis – Criticized for poor setup experiences and subpar support; sentiment negative, particularly around billing and technical reliability.

Action1 – Mentioned as an RMM solution in discussions about alternatives to AnyDesk and TeamViewer.

allO – Used for organizing and tagging client feedback from meetings.

AnyDesk Software – Previously used for remote support; the original poster was seeking alternatives due to pricing and limitations; sentiment negative.

AT&T – Cited regarding rising PRI trunk costs; sentiment negative due to increasing service costs.

Auvik – Mentioned in comparisons to SuperOps for network monitoring features and as a vendor for SaaS Management in AI activity monitoring.

Autotask – Central to billing automation discussions; used for syncing client info and billing based on endpoints/users.

Avaya Business Partner – Mentioned in the context of Juneteenth and other holiday observances by office staff.

Amazon Web Services (AWS) – Referenced for backend support in custom documentation search tool builds and automation during system deployment.

AUGMENTT Discover – Discussed as a lighter-touch alternative to Microsoft for SaaS and OAuth monitoring.

Microsoft Azure Cognitive Services – Evaluated for sentiment analysis in Teams calls; praised but noted for high costs and complex requirements.

Barracuda – Cited as a potential archiving provider during email system overhaul discussions.

Benji Pays – Mentioned as a payment automation solution for MSPs.

Blacklock Group – Cited as a ransomware group using social media misinformation tactics.

Blackpoint Cyber – Involved in SOC and client remediation; also mentioned in CJIS-related security discussions.

B2 ( Backblaze ) – Used for offsite backup in NAS solution discussions; concerns expressed over download speeds for large files.

Benchmark 365 – Mentioned as an on-demand helpdesk/project resource provider for overwhelmed MSPs.

Broadcom – Received widespread criticism for removing smaller MSPs from the VMware reseller program; sentiment strongly negative due to pricing and partner exclusion.

CDW – Suggested as an alternative procurement channel for VMware licenses after reseller terminations.

Cisco Secure Access / Umbrella Sig – Recommended for policy enforcement and AI detection on client networks.

COVE ( N-able ) – Praised for backup reliability and ease of setup; sentiment positive.

ConnectWise (CW) – Discussed in relation to contract enforcement and call analytics; sentiment mixed depending on use case.

Compliance Scorecard – Listed in promotional threads for MSPs focusing on compliance management.

Comet Backup – Cited as a backup software vendor for MSPs.

D&H Distributing – Noted for good pricing and service, though minor billing challenges were mentioned; sentiment generally positive.

Daito Authenticator – Highlighted as a vendor offering 2FA token management without a password manager.

DarkWebInformer– Platform where ransomware compromise claims were observed.

Datto EDR / Datto RMM – Mentioned in billing discussions and endpoint tracking workflows.

Deceptive Bytes – Promoted as a security solution focused on ransomware defense.

Dell Technologies – Referenced for comparison with other distributor pricing and previous licensing practices.

Desk365 – Listed in promotional content as an AI-powered helpdesk.

DigiCert – Referenced in relation to SSL certificate lifecycle management as an enterprise competitor.

Dropsuite – Acquired by NinjaOne; mixed reactions from users—some concerned about pricing, others optimistic about integration.

Egnyte – Cited as a remote file-handling solution in NAS replacement discussions.

Entrust – Mentioned as the SSL certificate provider for EY.

Firefly AI – Used for summarizing meeting content post-call.

Flare.IO – Used in analyzing and verifying ransomware-related claims.

Geek Squad – Referenced as a source of tech-savvy candidates with customer service experience for entry-level MSP roles.

Giant Rocketship – Promoted for AI-coordinated helpdesk services and also referenced in MSP startup marketing.

Google Workspace – Considered for email migration due to better search and mailbox limits compared to Microsoft 365.

GoToAssist – Discussed as a remote support alternative; dismissed due to cost.

Gradient MSP – Recommended for automating billing data reconciliation with Autotask.

HaloPSA – Mentioned for its stable release with agent chat runbooks; also cited as a PSA alternative.

Helpt – Promoted as a white-labeled 24/7 support provider for MSPs.

HelpWire – Recommended for ease of use in Windows/macOS remote support.

Hudu – Criticized for weak documentation search capabilities; sentiment negative.

Huntress – Frequently cited for detection, remediation, and ITDR use cases; generally viewed positively.

Hyper-V – Considered a strong alternative to VMware following partner terminations.

IBM – Mentioned as a potential vendor in storage and virtualization alternatives.

Immy.Bot – Used for automating setup processes during device provisioning.

Ingram Micro – Praised for pricing and order setup; sentiment positive.

Intermedia Cloud Communications – Mentioned for its email archiving capabilities during migration discussions.

ISL Online – Mentioned as a remote support tool in vendor comparisons.

ITGlue – Used for documentation; criticized for poor search capabilities; sentiment negative.

Kaseya – Cited for certifications and billing claims; sentiment mixed.

Keyfactor – Mentioned as a competitor in SSL certificate lifecycle management.

Krisp – Used to export meeting summaries into tickets.

Let's Encrypt – Referenced as a free SSL certificate automation solution, reducing market need for paid CLM tools.

Liongard – Used by MSPs for SSL tracking; mentioned as a reason custom tools are unnecessary.

LogMeIn Resolve– Suggested in the context of remote support tool comparisons.

LucidLink – Mentioned for fast local caching with large video files.

MailStore Software GmbH – Known for email archive indexing; mentioned during legacy email system replacement discussions.

MeshCentral – Open-source remote access solution mentioned as an alternative.

Microsoft 365 / Teams / Defender / Purview – Featured heavily across multiple conversations: email migrations, sentiment analytics, compliance, and documentation integration.

Microsoft Azure / SQL / Intune / Autopilot – Used in automation and provisioning conversations.

Mizo – Promoted as an AI tool for automating ticket triage.

NAKIVO – Cited as a backup solution for MSPs.

Narmada – Promoted for QBR and lifecycle management.

NetDocuments – Discussed as a document management solution, not email-specific.

NinjaOne – Mentioned due to its acquisition of Dropsuite; mixed sentiment.

NoMachine – Considered for remote desktop use; pricing was unclear.

NovaBACKUP – Listed as a backup software vendor.

OpenVPN Inc. – Preferred over WireGuard for ease of use without admin rights.

OpenText – Cited for holiday observance practices.

Pax8 – Frequently criticized for unresolved billing after account closures; sentiment strongly negative, though Rob Rae received some positive recognition.

Pia – Mentioned as a billing workflow automation tool.

Power BI – Suggested for call analytics and Teams data extraction.

Proofpoint – Cited as a potential email security solution.

Proxmox Server Solutions – Prominent VMware alternative for MSPs; sentiment positive regarding flexibility and cost.

QNAP Systems – Considered for NAS solution; mixed reviews on software quality.

Rewst – Highlighted for workflow automation in billing and RMM tasks.

RustDesk – Discussed as an open-source remote access alternative.

SaaS Alerts – Used to detect unauthorized AI tool usage.

ScreenConnect ( ConnectWise ) – Cited for compliance discussions in law enforcement environments.

Sectigo – Mentioned as an enterprise SSL CLM vendor.

Securden, Inc – Promoted for Privileged Access Management.

Semble.ai – Recommended for meeting transcription and action tracking.

SentinelOne – Used for AI activity monitoring and EDR.

Simplehelp – Mentioned as a multi-OS remote access solution.

Splashtop Inc. – Mentioned as a possible remote support tool; some concerns about pricing.

Stripe / Worldpay – Mentioned for payment processing integrations with Syncro.

Support Adventure – Promoted for remote staffing services.

SuperOps – Praised for modern RMM/PSA features and AI innovation; sentiment positive.

SureMDM by 42Gears – Listed as an MDM management platform.

Syncro – Widely criticized for outdated infrastructure and lack of innovation; sentiment negative.

TeamViewer – Strongly criticized for aggressive auto-renewals and collection practices; sentiment strongly negative.

TechIDManager – Listed for privileged access management.

TechPIO Services LLP - Formerly Known as SankalpIT – Offered Windows 11 upgrade scripting for MSPs.

TD SYNNEX – Praised for order processing and competitive pricing; sentiment neutral to slightly positive.

ThreatLocker – Mentioned in relation to admin elevation controls.

Tricera – Discussed as an efficient self-service procurement portal; sentiment positive.

Unifi – Mentioned as a budget alternative in NAS conversations.

vCIOToolbox – Listed as a compliance and advisory tool for MSPs.

Veeam Software – Mentioned in the context of license management strategies.

Vijilan Security – Cited for security monitoring and AI detection.

VirusTotal / BrightCloud – Mentioned in discussions about phishing detection limitations.

VMware – Central to the Broadcom partner fallout conversation; sentiment strongly negative due to perceived partner abandonment.

Voxjar – Praised for transcription and sentiment analytics; sentiment positive.

WholesaleBackup – Listed in backup tool promotional content.

WireGuard – Criticized for requiring admin rights on Windows; sentiment negative.

Wiresock – Mentioned as a VPN alternative that works well without admin rights.

Xelion – Listed as a unified communications platform.

xentek – MSP offering remote support; mentioned in the context of Canadian service collaborations.

Zoom / Zoom AI Assistant – Used for meetings and summarization; sentiment mixed due to intrusive behavior but good functionality.

Zenduty – Highlighted for incident alerting and extensive platform integrations.

ZoneWatcher – Born from DNS frustrations; offers DNS change tracking for MSPs.

Zoho Assist – Recommended for remote access due to simplicity and OS support.