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Time Tracking for IT: 101

Time Tracking 101 -- Why and what to track for MSPs

Time tracking is one of those things that everyone is expected to know but few really talk about. I saw a discussion about this pop up on reddit this week and while the discussion hasn’t had a ton of interaction just yet, I thought it might be worth to take a closer look at the art of time tracking for IT and some basics on what you should be tracking and why. Billable Time vs Actual Time The first issue you’ll bump into is the difference between billable time and actual time. Billable time is the increments in which you bill to your client. Actual time is the time that your techs record that they actually worked on a ticket. Billable time shows up on invoices to clients, while actual time shows up on time cards in your accounting software. Even if you are a flat rate IT provider it…

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The First Employee Most MSPs Hire and Why it is the Wrong Choice

If you are running a small MSP and are feeling overwhelmed, you are not alone. Most of us get into Managed Services because at some point someone told us that we seemed pretty good at fixing computers and maybe we could make a living doing that. Fixing computers is fun…. Or at least it used…

Things to consider when getting your first PSA

One of the first major decisions every MSP must face is what to do with all the information they collect, and how to track and bill for the tasks that their clients need. Relying on email and calendar entries, or scribbling down phone numbers and IP addresses on various unlabeled sticky notes strewn around the…

Mailprotector – How to control Address-Discovery with on-premise Exchange

One of the challenges of mail filters is managing users.    Mailprotector gives you 4 ways to create user accounts: Manual creation –  Whenever you have a new email user, alias, or distribution group, you need to sign into the console and add the user.   This is a 5 minute process, but you have to remember…

Slow/Inaccurate Kaseya Patch Scans with Windows 7 SP1

To avoid problems with patching Windows 7 SP1 machines,  Virtual Administrator is recommending running both of these agent procedures on all Windows 7 SP1 machines that have older versions of the Windows Update Client.   Those of you that are on VA’s on-prem KServers, can locate the scripts in the VA Scripts-> Patch Deployment folder.  Everyone…

[Webinar Replay] How to run a successful Workspace as a Service (WaaS) program

Scott Bechtold from CloudJumper was willing to spend some time with our partners and do a Q&A style webinar where he answers all kinds of questions related to running a Workspace as a Service program. Learn Scott’s experience pricing the workspaces, finding new clients, selling the benefits of a service such as this, and more.…

Auditing GPO policies in Kaseya for “Authenticated Users” for patch KB3159398

In our last newsletter on Patch Friday, we talked about denying patch KB3159398 because of the problems it would generate for you if you have a GPO that maps drives or printers.  (If you missed this, you can review this InfoWorld article. ) We were unsuccessful in coming up with a working script that would…

[Webinar Replay] How to price and package a WaaS solution (Workspace as a Service)

Thanks for being on the call everyone! Here is a video replay along with supporting documentation for the webinar we just did on Pricing and Packaging a Workspace as a Service offering! Please note that pricing included in this webinar and in the linked documents on this page are subject to change and may not…

Managing Java updates through Kaseya

Have you been struggling to keep Java up to date?   What about removing old, vulnerable versions?    This has been a big pain for us, but I am pleased to announce our new 2016 Java Install/Update script for Kaseya. We have spent over 150 hours struggling to deal with this issue.   The old installers we had…

Kaseya KAV Definitions not updating? Do you even know?

So in the never-ending saga of KAV functionality, we discovered that after the 9.2.13 patch, many (about 15%)of our endpoints didn’t seem to be getting updated virus definitions.   We have sadly gotten used to the mismatch between the console and the agent, but in the past, it was always the console that was wrong, the…