DEBORAH FRAZIER | Author | Senior IT Support Consultant

June 22, 2020

IS Your MSP Really Protecting Your Data?

Posted by Deborah Frazier in INSI Articles

Regardless of What You Think: IT Support Companies Do Not Automatically Include Managed Security Services in Their Package

A recent survey shows most small and medium-sized businesses believe their IT support company is actively managing their security. Yet, in reality, managed security services are a separate offering. Unfortunately, what IT support providers actually provide is the basic block and tackle. If you want to ensure your data is safe, you need to know the difference and know the right questions to ask.

What is Basic Block and Tackle?

Basic Block and Tackle Security is the process of locking down the most obvious hacker entry points. This is similar to putting locks and a warning alarm on your house. However, it does not provide analysis, context, or guidance on what to do next. Examples of basic Block and Tackle Security includes:

Firewalls can do content and web filtering as long as the employee is working inside the network.
Antivirus software must consistently be updated for new malicious viruses.
Updates and patches are critical and are usually performed on server operating systems, not the applications.
Backups are the final defense for ransomware and allow the IT support provider to set the system back to a time before the breach took place.

Unfortunately, basic Block and Tackle security measures have a very limited impact on the overall cybersecurity health of your system. In fact, cyber-investigators have determined that hackers typically occupy the network for 9 months before they are discovered. Clearly, a hacker can steal and do a lot of damage to the network in a 9-month period. Therefore, your security should be taken very seriously.

True Managed Security Services

In contrast, Managed Security Service firms monitor your network for breaches, hacks, and risks every second of the day. It is a full line of protection similar to motion detectors, security guards, infrared scanning, and biometric locks on your house. Furthermore, Managed Security companies actively monitor and analyze known and new security threats. Most importantly, they know exactly what to look for and how to respond.

Interestingly, there are two motivations for businesses to address cybersecurity: compliance and risk.

Regulations and Managed Security Services

Regulatory compliance has been the major driver until recent events. Popular examples include HIPAA, PCI, and Sarbanes- Oxley. However, cybersecurity is such a well-known risk that supply chains are now insisting their contractors meet certain standards.

Unfortunately, regulatory compliance often entices companies to take the cheapest route in an effort to check off boxes and move on. Consequently, doing the “bare minimum” will get you the lowest result. Therefore, I encourage you to take this opportunity to lock down your systems as much as possible to avoid breaches, fines, and public scandal. After all, you do not want to be that company that is known for causing a major breach on their client’s network.

Risk Protection and Managed Security

On the other hand, the companies who want to avoid risk take a completely different approach. Typically, these companies have had a cyber-attack or have reason to believe they will be attacked. In this instance, they want to monitor, analyze, and respond to attacks as quickly as possible.

Find Out if Your MSP is Doing Basic Block and Tackle or Managed Security Services for Your Company

Unfortunately, most small- and medium-sized businesses believe they are completely protected by their MSP. Consequently, that assumption has cost a lot of businesses hundreds to thousands of dollars. In fact, Appriver, a well-known spam and encryption company, states that the average cost of a data breach is $149,000! Yikes!

Questions to Ask Your MSP

So, how do you know if your MSP is providing complete protection? Ask these three questions.

Do they have a Security Operations Center (SOC)?
How many security analysts do they employ? To operate a true 24/7 SOC will require a minimum of 12 full-time security analysts. Not network engineers, but security analysts.
Ask them about their service level agreements and how they respond to alerts. For example, ask them about their incident response practice. Interestingly, the majority of IT Support companies act as human alert routers. In other words, when an alert occurs, they simply email it to their clients. Unfortunately, they do not provide analysis, context, or guidance on how to respond. Clearly, you want to make sure they provide the analysis, solution, and a pathway to resolve the issue.

Why INSI Chose Cybriant!

At INSI, we always want to do what is best for the client, and for Managed Security Services we chose Cybriant. Fortunately, Cybriant not only reduces the probability of a breach, but they also limit the damage if an event occurs. In fact, they operate a fully staffed SOC 24x7x365. When an event does occur, they inform us and our clients of the breach. Most importantly, Cybriant analyzes the alert, grades how critical it is, and provides you guidance on what to do next. In some cases, they have already performed the remediation. It’s a great partnership!

Call INSI

INSI is an Atlanta based IT support provider and channel re-seller of Cybriant Managed Security Services. We can help you determine the best services that are specific to your managed security needs. If you have regulation or are concerned about security threats, please call INSI at 770-387-2424 to speak with one of our experienced consultants today.

June 17, 2020

Customized IT Hybrid IT Support

Posted by Deborah Frazier in INSI Articles

What is Hybrid IT Support?

Hybrid IT Support is when a company uses a combination of its own internal IT department and a managed service provider. Companies often do this because they need a certain skillset or technology. Another reason is they are overwhelmed with calls or projects.

Clearly, Managed Service Providers (MSPs) core business is IT. As such, they have invested heavily in people, technology, and tools that far exceed what an SMB can afford. Therefore, this can be a very good arrangement, as long as there is a clear separation of responsibilities.

Why Would a Company Want Hybrid IT Support?

Unfortunately, it is very expensive to run your own IT department. Not only do you have to pay competitive salaries, but you must also have the right IT tools to deliver support successfully. This can get expensive quickly. In addition, a full IT department consists of a helpdesk, a mid-level engineer, and a senior engineer. Therefore, a full IT department is often too expensive for an SMB.

5 Types of Hybrid IT Support Services

Network Monitoring – Managed Service Providers (MSPs) have access to robust Remote Monitoring & Management (RMM) software because they service multiple clients. Subsequently, the RMM software benefits the client by minimizing downtime, enhancing security, lowering the total cost of ownership, streamlining maintenance, and improving productivity.
Helpdesk – Helpdesk is ideal for a company that has senior-level internal resources for strategic direction and server work. The best thing about the helpdesk is they can handle 80% of the calls. Consequently, this frees up the internal IT department’s time for higher-level issues.
Tier 3 Support – Tier 3 support is ideal for a company that has its own desktop engineers and needs help with strategic direction and server-level work.
Projects – Internal IT Departments often turn to outsourced IT for project-related work. This allows them to maintain end-user service levels.
Overflow – Often internal IT departments find themselves overwhelmed. This could be during peak times, peak seasons, or they are slightly understaffed. In these cases, it doesn’t make sense to hire full-time personnel, so they use an IT outsourced company.

INSIs Hybrid Solution

INSI has several programs for Internal IT Departments. Because we separate each tier and service into its own offering, the client can pick and choose the exact services they want. Subsequently, this minimizes overlapping responsibilities. It also creates stronger relationships and mutual trust.

In addition to our INSI Customized IT™, Monitored, and Managed Services programs, INSI has multiple options available. They include:

Cloud Computing – You can choose between INSI’s Cloud or third-party cloud such as Azure or AWS. We will install and maintain it for you.
Backup & Disaster Recovery – Always the client’s choice: onsite or remote.
Managed Security – INSI can handle everything from basic security to Security Information and Event Monitoring (SIEM).
Cabling and Fiber – Cabling and wireless services from single business lines all the way up to installations for Internet Service Providers.
Helpdesk – Get helpdesk at entry-level rates.
Tier 3 Support – Choose to work only with Tier 3 engineers and get the help you need on your projects and server infrastructure.
CIO Services – Get strategic direction from a senior architect. This expert will get to know your business goals and align an IT strategy that is specific to your needs.
Pass-Through Tickets – Have the INSI helpdesk take the initial calls and put them in the queue for your engineers. We can also arrange to take the overflow if your engineers are backlogged and can’t respond to the issues within a certain amount of time.
Warehousing – With warehousing, we keep spares of your end-user equipment and swap them out as needed.
Technology Tools – Technology tools can be expensive to license, program, and maintain. With this program, you can get full access to your account on our ticketing and asset tracking system. Now you can have all the functionality without the extraordinary cost.

Do You Want To Learn More About INSI Hybrid Solution?

If you would like to learn more about INSI’s Hybrid Solutions, please call 770-387-2424 to speak to one of our seasoned IT Support Consultants.

Are You Ready to Hire Your Own Internal IT Department?

If you are on the cusp of bringing your IT in-house, visit Amazon or Barnes & Noble for a copy of the book IT Outsourcing Secrets – A Small Business Guide to Comparing IT Support Companies. Chapter 4 covers the information you need to recruit and set up a successful internal IT program.

June 10, 2020

When To Use Independent Contractors for Business IT

Posted by Deborah Frazier in INSI Articles

Using Independent Contractors for Business IT

Independent Contractors (IC) can be useful for a number of IT projects, maintenance, and support. However, they should not be the primary means of IT support for a company that is dependent on their technology. A good analogy of this is a football team. We all remember that legendary high school football game when our team was down by one touchdown. When all seemed lost, the center snapped the perfect hike, the offensive line protected the quarterback from certain annihilation, and the running back distracted two defensive players. Suddenly, the quarterback threw the winning pass and the kicker made the final extra point that took the team to victory. Then, with just one point in the lead, the defense held the opposing team to prevent a comeback! Victory!

In the same way, your business network needs a team to protect it and ensure your staff stays productive. After all, your IT holds all the intellectual data of your business. Every email, phone call, and document is a window into your business. That is why it is so important to protect it from hackers, hardware failures, software glitches, and end-user mistakes. Yet, one person does not have all it takes to protect and care for your network. Similar to an individual trying to play all positions on the football field, they lack the people, resources, and technology to protect your network. That is why you need a mature Managed Service Provider.

Concerns of Using an Independent Contractor for IT Support in a Thriving Business

Unfortunately, Independent Contractors do not have the tools, resources, or technology to deliver the same level of support that a mature Managed Service Provider can. Some examples of this include:

Unpredictable Cost – Independent Contractors offer ad hoc services which are “pay-as-you-go.” Due to the many issues associated with ad hoc, the risk is high and the cost can get out of hand quickly.
Single Point of Failure – Sickness, vacation, full-time job offers, and even death can be devastating to your business IT if you use an independent contractor.
Limited Knowledge – While you can find independent contractors who are extremely talented, there is not one IT person who knows everything that is needed to fully support a network. Further, they typically don’t keep up on new certifications. This results in the IC learning on your time.
Lack of Documentation – It can take years to make an IT support operation successful. For this reason, IC’s lack the robust ticketing systems, asset tagging, and business process to track the issues and assets.
Low Availability – In short, one person can not be in two places at one time. Consequently, the IC will put its more profitable clients first.
Lack of Insurance – The vast majority of IC’s do not have business insurance.
Insufficient Monitoring – Monitoring is essential for catching issues early on. Yet, robust monitoring tools are not affordable for IC’s.

It’s important to ask questions surrounding these concerns when considering any outside individual for ongoing IT support.

When To Use an IC for Business IT

There are indeed times when it makes sense to use an independent contractor. For example, it is great for companies whose needs are less than 1/4th of an hour per person per month for support. Or, if a company has less than 5 computers. In these cases, the companies are not highly dependent on their IT to justify daily support. Rather their needs are sporadic and an IC is more appropriate.

Another time independent contractors are good for business is when their specific skill sets can help with strategic consulting or temporary projects. This typically makes sense when you have an internal IT department and need outside expertise on a temporary basis.

When NOT to Use an IC for Business IT

However, when you need more than 1/4th of an hour of support per person per month, an IC won’t do. In these cases, you are highly dependent on your IT and are likely a target of hackers. You need the breadth/depth of experience, technology tools, and resources only a Managed Service Provider can provide. With a mature Managed Service Provider you will get:

Documentation
Monitoring of Network and Desktops
Tracking of Key Performance Indicators (KPI) and Continual Improvement
Asset Tracking
Live Network Operations Center
Breadth and Depth of Multiple Engineers and Various Levels of Expertise
High Availability

Trust INSI For All Your Business IT Needs!

A better alternative to Independent Contractors is INSI’s Managed Services or Customized IT™. INSI has a tiered structure that can offer decreased rates on 80% of the IT support issues without sacrificing quality. This is because our tiered structure allows us to charge entry-level rates for entry-level tickets, which constitutes 80% of the IT support tickets. Further, we can manage the entire environment, fill in the gaps for an internal IT team, or we can break out the services to the client’s exact needs. Finally, we can do all this for a fixed fee.

Do You Want To Learn More About The Difference Between “Independent Contractors” and INSIs Customized IT™?

Go here to see the various types of IT support, their pros and cons, and great questions to ask the provider on each one.

In addition, if you would like to know more about this topic and how it affects you, visit Amazon or Barnes & Noble for a copy of the book IT Outsourcing Secrets – A Small Business Guide to Comparing IT Support Companies.

June 3, 2020

The Dangers of Your MSP Outsourcing Your Client Work Offshore

Posted by Deborah Frazier in INSI Articles

MSP Outsourcing Client Work

We have all had outsourcing nightmares. In fact, the time has shown that the word “outsourcing” has a negative connotation. More than likely, certain instances come to mind as you read this article. For example, many times you couldn’t understand the representative on the phone. Or the times you have been transferred over and over again, each time having to repeat yourself, only to be disconnected. Does all that sound familiar? Yet, it is even more frustrating to find out that the company you outsource with is also outsourcing your work overseas.

Why Do MSP’s Outsource Your Work?

MSPs outsource your work offshore to make more money. It’s really that simple. In the book “Infinite Scale” the author goes into great detail about how the average engineer costs him $65K per year and he only gets 65% billable time out of him. He reasons that he could make a much bigger profit outsourcing offshore. And that is how many outsourcer’s think.

There are a number of problems with this mentality. First, the cost savings are generally not passed on to you. For example, I know of one company that pays an offshore outsourcer in Columbia $6 an hour for project work, and yet they still charge their clients $150 an hour. Yikes! Now that is a good profit margin….that you never benefit from!

Second, they sacrifice quality for the almighty dollar. This is especially true when the offshore outsourcer is customer-facing. Hence, the example is first given in this article. However, it is also true when it is only the Outsourcers engineers who talk to them. Understandably, this is due to communication barriers, which makes it difficult for offshore engineers to understand the requirements. In the end, you get subpar work.

Third, technological advancement in other countries is not equal to the United States. Weaknesses in IP security can not only be dangerous and a massive financial risk, but also impact the speed of business processes.

The Biggest Issues with Your MSP Outsourcing Your Work Is……

Legal disputes. Clearly, other countries abide by different laws and rules. For this reason, it is difficult to hold the offshore companies accountable. Understandably, this can pose a huge problem if they are given access to client domains, intellectual software code, network passwords, etc. Therefore, it is especially important to ask if your MSP is using an offshore company to do any of your IT work.

The Problem for America!

I am actually writing this article at home during the Coronavirus shutdown. Today, nearly 30 Million people have lost their jobs because of this epidemic. That’s why I believe, now more than ever, it is important to hire locally. Clearly, we are all part of the supply chain. Americans have to make money to spend money. So why send our money overseas?

In the same way, why would you want to work with a company that outsources overseas if you don’t get the cost savings? Further, why risk all the legal implications with offshore services and receive subpar services? Instead, use a company that only hires locally and supports your community. You will have better communications and better service. In addition, you will be able to verify their work quality with other local companies.

INSI ONLY Hires Atlanta-Metro Engineers

INSI supports our local community by hiring Atlanta Metro engineers, partnering with Atlanta-Metro companies, and giving back to the local community. Most important, we do not outsource any engineering work overseas.

Do You Want To Learn More About IT Outsourcing and What to Watch Out For?

Go here to see the various types of IT support, their pros and cons, and great questions to ask the provider on each one.

May 27, 2020

Types of IT Support Models at a Glance

Posted by Deborah Frazier in INSI Articles

Support Models at a Glance

Know how to compare IT support companies. This article summarizes the INSI Types of IT Support Models Series based on the book: IT Outsourcing Secrets. Previously, we took a closer look at Ad Hoc, Blocks of Time, Use-it-Or-Lose-It, Budget, and Flat Rate programs. However, in this article, we are going to step back and view the models holistically. Further, we are going to explain how the Customized IT Support Program addresses the flaws you see in the IT support landscape.

High Level IT Support Model Comparison

It is important to look at two things when comparing IT support models: Risk and IT Maturity.

Risk is based on the overall cost
IT Maturity Scale is based on the efficiencies of the organization

The two must be combined to help determine which model is best for you. See below:

Ad Hoc is High Risk and Low on the IT Maturity Scale:

An independent contractor who sells Ad Hoc services does not usually charge that much because he/she does not have much overhead. In addition, they haven’t invested in people, processes, or technology to perform proper documentation, track your assets issues, and monitor.

In other words, they lack efficiencies. This often results in multiple visits, multiple breaks, and security risks which cause the cost to spiral out of control.

Blocks of Time is High Risk and Low on the IT Maturity Scale:

These companies usually have a handful of IT people and technology tools to provide a certain level of efficiency. However, the risk is high because of the liability on the unused hours. Therefore, they cannot staff appropriately because they do not know when the hours will be called in by the client.

Further, the business does go on as usual and expenses must be paid. So, by the time the client calls in the hours, they may not have to respond to the client’s needs. Without a doubt, this is a high risk for the client and the IT support provider.

Use-it-Or-Lose-it is High Risk and Medium on the IT Maturity Scale:

Use-it-Or-Lose-it firms usually invest in people, processes, and technology, but the cost burden is still heavily placed on the client. Hence, if the client does not use all their hours for the month they lose it. If they go over their hours they pay a hefty overage fee.

Budget is High Risk and High on the IT Maturity Scale:

Budget IT support companies do invest highly in processes, people, and technology. However, the cost risk is extremely high to the client and the invoices are highly unpredictable.

Fixed-Rate is Low Risk and Medium to High on the IT Maturity Scale:

Also known as price per seat or price per device, Fixed Rate companies absorb all the cost on devices that are under contract. This makes the risk extremely low. In addition, they need to invest in people, processes, and technology to run efficiently and make a profit.

However, not all Fixed Rate companies are equal and you must ask the right questions to know where they are on the IT maturity scale. Further, the client is paying the same high rates for entry-level tickets as they are for advanced support issues.

INSI Customized IT™ Low on Risk and High on IT Maturity

The INSI Customized IT™ support program absorbs all the cost with a monthly flat rate, lowers the cost on 80% of the IT support cost, and invests heavily in people, processes, and technology.

The INSI Customized IT™ plan was designed with the other IT support plans in mind. It addresses the flaws within the IT support industry and offers real solutions.

How Does Customized IT Compare to Other IT Support Models?

There are several advantages to the INSI Customized IT™ program, including:

Low-Risk Flat Fee – INSI will absorb all the risk on their INSI Customized IT™ and Managed Support programs with a fixed monthly fee.
Delivers Better Quality – INSI’s tiered support structure ensures our clients are receiving the right level of support for each issue they call in. As an example, Tier 3 engineers are only assigned Tier 3 tickets. For this reason, they are much better at solving the client’s advanced issues. Further, our entry-level engineers are only assigned entry-level tickets. Therefore, they do not find themselves in over their head and learning on the client’s time.
One Back to Pat – The initial engineer takes complete ownership of the ticket. If they do not know how to resolve the ticket within 15 minutes, a higher level engineer will fix the problem in front of them. As a result, this speeds up the time to resolution for the client, while also increasing the skill set of the engineer. Subsequently, the next time your engineer gets the same issue, they will know how to resolve it.
Lowers 80% of the IT Support Cost – All INSI support programs incorporate true helpdesk rates on tiers 1 & 2. Consequently, this lowers the cost of 80% of the tickets to entry-level rates.
Right-Sized for the Client – Since each service is broken out into its own service, the client can pick and choose the exact services they want in their IT support program. Now that’s true customization!

Do You Want To Learn More About the Different Types of IT Support Models?

Go here to see the various types of IT support, their pros and cons, and great questions to ask the provider on each one.

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