MSP Success

When a backup screenshot fails, the last thing you need is a support ticket that takes hours to resolve what should have taken minutes. The gap between a quick fix and an unnecessary support ticket is exactly what AI Screenshot Verification was built to close, and according to the partners already using it, most teams are only scratching the surface of what the feature can do.

Every experienced MSP knows the first rule of a new prospect: trust nothing, test everything. Bob Jenner, President and CEO of The Network Doctor, put that rule to work when he walked into a law firm that had six years of clean backup reports and every reason to feel secure. Then he tried to restore the data. “They thought they were getting backups, but they hadn’t had any backups,” Jenner said.

Most MSP owners either niche too early or never at all, and both are costly mistakes. Vertical specialization delivers real advantages in helping you focus on a specific customer. However, it can also feel very limiting, especially if your business is new or struggling to grow. Here’s an honest look at both sides to help you decide what is best for your team.

When someone says, “trust your gut,” what are they really telling you? They’re telling you to trust your feelings, even if the facts say otherwise. That’s dangerous advice. I was in a peer group meeting recently where a member asked for input on a decision. He’s in the real estate business—buys, builds, and holds multifamily and retail properties. A few years ago, he lost a retail tenant and replaced it with a laundromat. It worked. Now he has another vacancy and wants to do the same thing again.

July 2026 brought partner-driven product innovations and AI announcements from Kaseya Connect Europe. It also featured new Kaseya University training and leadership insights for MSP owners. Whether you’re looking for the latest product updates, business advice or ways to get more value from the Kaseya Community, here’s a look at some of the highlights from the past month.

A while back I wrote about walking away from a client who was tearing my team apart. That piece hit a nerve—mostly with owners who’d lived through the same thing and never had the words for it. But more than one reader asked the harder question afterward: what do you do when the problem isn’t the client, but someone on your own payroll? That’s the conversation I actually dread more.

Even hardworking teams sometimes struggle. It doesn’t mean you’ve made a bad hire or they aren’t understanding the job. Often, it means you aren’t making the most your team. Patrick Lencioni, a bestselling author and business management expert, spoke at the Q3 MSP Success Producers Club meeting in Franklin, Tenn. about how to get more from your team.

In my coaching program, I talk a lot about self-awareness. The truth is, self-awareness is hard. It’s hard for all of us and its absence affects every part of our lives. We see it in our relationships, in our decisions and in the patterns we repeat without even realizing it. I get to watch it play out every day in the business leaders I coach. What’s holding you back? In many cases, this lack of self-awareness is the very thing holding people back from reaching their true potential.

This article was written by Ray Green, CEO of MSP Sales Partners. “If I can just get in front of people, I close 70% to 80% of them. I just need more qualified leads.” I hear some version of this every week from MSP owners, service business owners and sellers. And the internet agrees with them — scroll any feed and it’s wall-to-wall advice on how to get more leads. But when we pop the hood on these businesses, the same picture shows up over and over. The 80% close rate is real.

The Department of War’s suspension of independent CMMC Level 2 assessments changed the compliance landscape, but it did not erase the cybersecurity requirements in defense contracts. That distinction matters to every MSP serving the Defense Industrial Base (DIB). Your clients may hear “assessment suspension” and conclude that CMMC no longer matters. Some may delay projects, reduce budgets or assume a self-assessment can be completed informally. That would be a dangerous mistake.