How Kaseya Helped Shield Watch Avert a Major Disaster for a Senior Healthcare Facility

Case Study: Kaseya Helps Shield

Watch avert a major disaster for a Senior Healthcare Facility

By:

Pratik Roychoudhury CEO, Shield Watch

Agenda

• A Little History About Us

• The Cryptolocker Case Study

• The future of MSP?

• Our Bets

• Technology Vendor Selection – People, Process, Technology, Evolution

• Why Kaseya?

• Comparison with the Competition

• Q&A

Obsessive IT Support

History About Us

1997 2000 2008 2009 2010 2012 2013 2014

Founding First Kaseya Web DEV VCIO Fails Full MSP MRR HaaS MSP Client RMM+MSP Sales Funnel, + Acq. Of Shield CLOUD Watch, India

17 Years in Business 91% Client Retention 95% Customer Satisfaction Rating 97% Net Promoter Score 22 Employees in Tampa, 65 Employees in India Obsessive IT Support

Case Study – Rocky Creek Village 48 Employees – Assisted Living Facility/HIPAA Compliant

• Controller calls in to NOC with issue with unable to open a file

• Help Desk Agent - Kaseya VSA – Investigation

• CRYPTOLOCKER – its verified! Ransom 3 Bitcoins per machine


3:45 pm

3:47 pm

3:55 pm

Case Study – WAR ROOM Remote War Team Commissioned– Mackey & Bibbs

On-Site Tactical Team Dispatched (4 Engrs.)

• Client Communication/Approval • Kaseya VSA – Deactivate Server Network Card

• Kaseya VSA – Deactivate Workstation Network Card

• Kaseya Symantec Agent - Kicked off Virus Scan on each of the 45

machines


4:00 pm

4:02 pm

4:05 pm

4:07 pm

4:12 pm

4:10 pm

Case Study – Tactical On-Site Team (4 Engrs.)

• Go through all scan reports

• Quarantined the infected machine

• Started putting machines back on the network

• Started restoring the corrupted files from the VSS

• All Employees back to Work/Network Restored

• Infected Work Station Replaced with Imaged

Machine Obsessive IT Support

4:25 pm

4:26 pm

4:40 pm

5:00 pm

5:20 pm

5:30 pm

Attack to Fully Restored in 1 Hr 45 Mins - What made it possible?

• Access to RMM Technology Tools like Kaseya

• A DOCUMENTED Emergency Response & Disaster Recovery

Plan

• Effective Back Up Solutions

• Great People

• Lots of LUCK!


How we Choose Our Technology Partner

The MSP Market • SMB Market (below 100 employees)

• Hyper competitive • Price Sensitive • Likes Single Source Provider for all IT Needs • Unilateral buying decision • Slow to Cloud adoption • Prefers Public Cloud vs Private Cloud but hates dealing with Public Cloud providers • Capital constrained – HaaS; SPLA Licensing • Likes Face2Face IT Help

• Mid Market (100+ – 1000 employees) • Rapidly growing in the MSP model • Structured Buying process • Less qualified competition


Evolution of MSP – The Shield Watch View

Time

Reactive

Proactive

Reactive

Proactive

Reactive

Proactive

Time

Time

Break Fix

Hybrid

Remote Monitoring

Large Projects

Leasing

HaaS

On Premise

Hybrid

Managed Cloud

Monitoring Hardware Software/LOB Applications


Our Bets – SMB Market (sub 100 Ees) • HaaS

• Managed Hybrid Cloud

• Remote Monitoring + On-Site Maintenance

• VCIO – Alignment of IT Strategy with Business Objectives • Centered around Value Creation & EXIT Strategy

• Web Development/LOB Application Development

• SEO/SEM

• HaaS + Cloud - Create Lasting Stickiness & Maximize LTV (Long Term Value)


Our 4-D Approach to MSP


Business Goals

Exit Strategy

Current IT Infrastructure

Drivers of Value Creation Balanced IT

Roadmap

The Shield Watch Way • We became OBSESSIVE about IT SUPPORT – creates magical

results • Service Delivery Methodology (H-A-L-T)

• Highly Responsive (RMM Tool) • Automated • Live Support – Help Desk/Named Remote Tech. for bigger companies • Tangible - Reporting/On-Line Client Portal/Account Mgmt. Process

• Technology Roadmap Creation/VCIO Services bundled

• Web Development/Application Development/SEO-SEM


Partner Evaluation Criteria

• Company Evolution

• Technology Alignment with MSP Market Needs

• Strong repeatable processes

• Great people build great companies

People Process

Evolution Technology



Time

Creating Value for Clients & Investors

The Maturity Curve

Band of Highest EBITDA Multiplier

Effect of Evolution, M&A, Investments, Mgmt. Change

The Kaseya Trajectory – What it means for us?

• Year 2000 – Revolutionary RMM Tool – Evolution 1

• Year 2006 – Advent into MSP Framework – Evolution 2

• Year 2008 – Pricing Change to adapt to MSP Market – Evolution 3

• Year 2013 – Founders Exit – PE Acquisition – New Management Team - Evolution 4

• Year 2014 – Alignment with the future of MSP – Evolution 5


Kaseya’s Bets • Run by Business People who want to build great technology to solve

customer challenges and who understand Technology-Monetization vs being run by Technologists who are enamored about Building Great Technology

• Bring Best of Breed Solutions to the table – Helping us develop our MSP strategy

• Embracing the Cloud

• Providing Innovative Solutions to help MSP providers move up the value chain

• BYOD, Kaseya Traverse & Command 365


Kaseya vs Competitor

Kaseya

• High in MSP Evolution Chain

• Several Automation Tools come standard

• Product Alignment with Our Future Strategy

• Kaseya Traverse, 365 Command, BYOD

• Virtual Engineer Services

Competitor

• Deeper into Technology

• High in Technology Evolution but Low in MSP Evolution

• Lack of BYOD, Cloud & Office 365 Tools


Kaseya vs Competitor

Kaseya

• High in MSP Evolution Chain

• Several Automation Tools come standard

• Product Alignment with Our Future Strategy

• Traverse, Office 365, BYOD

• Virtual Engineer Services

Competitor • Strategy – Deepen the

MSP Relationship

• Low in MSP Evolution Chain

• Lack of Product Alignment with our Future Strategy

• Avoiding Discussions on Cloud


Where do we go from Here? • Align your service offerings with the target market not to what other MSPs are

doing – every market has its quirks

• Mid West

• East Coast

• South

• Align your business strategy with that of your main LOB Technology Partners - CRITICAL

• Be forgiving towards Technology Partners – they are also evolving

• Think about Employee Evolution/Relationships before Switching RMM

• Find ways to create client stickiness – remember you don’t have to build it all/Think Private Label

• Own the Client Relationship – Get Deeper into the client’s business strategy


Questions


Thank You

Shield Watch ® 2013

WWW.SHIELDWATCH.COM 13135 Linebaugh Avenue, CB-40, Salt Lake City, Suite 102 Kolkata Tampa, FL 33626 West Bengal, India