A great managed services program is one that has the right mix of products, services and programs for the fastest, easiest and most cost-effective path to market – leading to sustained profitability and success. Join Channel Manager David Weeks as he walks you through building an MSP program that will get you rapid results while saving you thousands of dollars in go-to-market costs.

1. © 2015 N-able Technologies, Inc. All rights reserved. 1
David Weeks
Global Channel Sales
Manager
Building Successful
Services Offerings

2. © 2015 N-able Technologies, Inc. All rights reserved. 2
SolarWinds N-able Fast Facts
Provide IT management software that is powerful, easy-to-
use and affordable
• The Leading RMM & Automation
Platform for MSPs
• Mission Statement:
– “To make our Partners the world’s
most successful MSPs”
• Measured by:
– Customer Retention
– MSP Recurring Revenue
– Customer Growth
• Channel-Only
• 3,600 MSP Customers
• 160,000 Managed SMB’s
• Offices in North America, Europe,
Australia, Singapore

3. © 2015 N-able Technologies, Inc. All rights reserved. 3
Understand Your Prospect and
Existing Customer Base
• Who are your best customers?
• Who are your most costly customers?
• Are you missing market opportunity?
• Do you want to sell up market?
• What is your average size of customer today?
• What is your average customer spend monthly?
• Do you have any specialized verticals or niche
markets?

4. © 2015 N-able Technologies, Inc. All rights reserved. 4
Target MSP Market
4
5,000+
Enterprise
1,000- 4,999
Upper
Mid-Market
100-999
Mid-Market
6-99
Small Business
1-5
SOHO
Mid-Market & Upper Mid-Market
• Mid-market Managed Services
• Managed Monitoring
• Supplemental
• Resell
• Average IT Spend $15,000-$17,000 per user annually
SMB
• Managed Services
• Proactive Services
• A la Carte
• Average IT Spend $2000 per user annually

5. © 2015 N-able Technologies, Inc. All rights reserved. 5
SMB Market Reality
• 25% of SMB’s are candidates for advanced service models associated with verticals
‒ Professional Services, Medical , Financial, Manufacturing, Energy
• 75% of SMB’s do not want or have the need for managed services instead they want
to buy products and services on a monthly basis such as:
‒ Anti-virus, Patch, Anti-spam, Backup, Assessments, Migrations, Hours, Projects
75%
25%

6. © 2015 N-able Technologies, Inc. All rights reserved. 6
Where do your customers
fit?
• Ad Hoc
• Software/hardware
• Break Fix/T&M
• Contract based
• Project based

7. © 2015 N-able Technologies, Inc. All rights reserved. 7
Successful Conversion
Strategies
Existing Customer To MSP Program
Break-Fix Essentials A La Carte
Block Hours Proactive or A La Carte
Proactive Proactive or Managed
IT Departments
Resell or Supplemental
or Midmarket MSP
New Acquisition Programs # of Customers to sign in 12 months
Essentials A La Carte xxx
Proactive xxx
Managed xxx
Supplemental xxx
1.
2.

8. © 2015 N-able Technologies, Inc. All rights reserved. 8
Define the Customer Needs
• Service centric customer
• Limited service requirements
• Primarily reactive
• Primarily proactive
• Directly attribute revenue to downtime

9. © 2015 N-able Technologies, Inc. All rights reserved. 9
Where Should the Focus Be?
• End user is the catalyst to growth for MSP’s
• Cloud is reducing device counts but creating
new project opportunities and revenue
potential
• Span the full infrastructure coupled with
expectations of the organization
• Relate all productivity and revenue per
employee in your ROI discussions

10. © 2015 N-able Technologies, Inc. All rights reserved. 10
Average MSP has 100 to 200 customers in in their database
Average SMB = 20 Employees
• 20 Desktops| 100%
• 2 Servers | 10%
• 2 Network | 10%
25% | Proactive or Managed
Successful MSP Programs
FULLY MANAGEDPROACTIVEESSENTIAL A LA CARTE
Server - $100
• Advanced Performance Monitoring
• Key Application Maintenance
• Scheduled Preventative Maintenance
• License & Asset Management
• Managed Anti-Virus
• Managed Backup
• Additional Support Billed at T&M Rates
Network - $25
• Quarterly Network Health Review
• Firewall Management & Maintenance
• Router Monitoring
• Switch Monitoring
• Additional Support Billed at T&M Rates
Workstation - $20
• Availability Monitoring
• OS & 3rd Party Patch Management
• Scheduled Preventative Maintenance
• Managed Anti-Virus
• Hosted Anti-Spam
$650/month $32.50/user/month
Proactive Options
• Hosted Backup - $70 + $0.75/GB
• Managed Mobile - $5/device
• Managed Compliance - $4/IP
Server - $250
• Advanced Performance Monitoring
• Configuration Management
• Key Application Maintenance
• OS & 3rd Party Patch Management
• Real Time Server Optimization
• Scheduled Preventative Maintenance
• License & Asset Management
• Managed Anti-Virus
• Managed Backup
• Managed Audit
• Unlimited Remote & Onsite support
Network - $65
• Firewall Management & Maintenance
• Router Monitoring
• Switch Monitoring
• Unlimited Remote & Onsite support
• Monthly Network Health Review
Workstation - $60
• Advanced Performance Monitoring
• Configuration Management & Enforcement
• OS & 3rd Party Patch Management
• Real Time Workstation Optimization
• Scheduled Preventative Maintenance
• Managed Anti-Virus
• Hosted Anti-Spam
$1830/month $91.50/user/month
Managed Options
• Hosted Backup - $70 + $0.75/GB
• Managed Mobile - $5/device
INTERNAL IT DEPARTMENTS
Billable Services - $100-$150/hour
• End-user support (Helpdesk)
• Onsite & Remote Support
• Moves, adds, changes
• Project Planning
• Upgrades & Hardware
• After hours Support
Billable Services - $100-$150/hour
• Project Planning
• Upgrades & Hardware
Billable Services - $100-$150/hour
• End-user support (Helpdesk)
• Onsite & Remote Support
• Moves, adds, changes
• Project Planning
• Upgrades & Hardware
• After hours Support
Essential IT Support – Free
• Light Monitoring
• Asset/Software/Hardware Reporting
• Branded Sys-tray Icon
• Remote Control
Managed Anti-Virus - $3/device
• Integrated AV deployment
• AV Monitoring
• AV Updates
• Threat/Status Reporting
Managed Patch - $3/device
• Windows Patch Management
• 3rd Party Patch Management
• Patch Reporting
Managed Backup - $100-$150/server
• Integrated Backup Deployment
• Backup Management & Monitoring
• Capacity/Status Reporting
Hosted Backup - $40 + $TBD/GB
• Offsite storage to a secure datacenter
Managed Mobile - $5/device
• Mobile management, support & reporting
Managed Compliance - $4/IP
• Monthly Vulnerability/Compliance
reporting
$50 - $250/month
Advanced Performance
Monitoring
• CPU
• Disk Space
• Disk Queue Length
• Memory
• Patch Status
• Connectivity
Automated Preventative
Maintenance
• Check Disk
• Defragment
• Delete Temporary Files
• Firmware Updates
• Remote Access Enabled
• Sync time with Domain
ControllerAutomated Preventative
Maintenance
• Check Disk
• Defragment
• Delete Temporary Files
• Firmware Updates
• Remote Access Enabled
• Sync time with Domain
Controller
Advanced Performance
Monitoring
• CPU
• Disk Space
• Disk Queue Length
• Memory
• Patch Status
• Connectivity
Cloud
Reseller
• Full N-central access
• Full Reporting capabilities
• Internal Attended &
UnattendedRemoteControl
• Advanced Performance
Monitoring
• Automation management
• Custom Services
$10/Server
$5/Network
$2.50/Deskto
p
$150/month/
Report
Manager
Supplemental Services
• Custom Dashboard Access
• Performance Reporting
• Attended & Unattended
Remote Control
• Advanced Performance
Monitoring
$20/Server
$8/Network
$5/Desktop
Managed Monitoring
• 24/7 Monitoring NOC &
Triage of alerts and
notifications
• Automated Maintenance
& Remediation
• Performance & Strategic
Reporting
• Access to MSP support as
needed
$250/Server
$150/Network
Mid-Market MSP
Server - 24x7 Full
Outsourced Management
Network - 24x7 Full
Outsourced Management
Workstation - 24x7 Full
Outsource Management
$350/Server
$100/Network
$60/Workstati
on
Outsourced Helpdesk &
Project Support
• 24/7 remote support
services for end users
$25/User
$150/Hour
Managed Cloud Services
Cloud Services
• Virtual Online Workplace
• Application Management
• Microsoft Office Suite
• Hosted Exchange
• Backup & Disaster Recovery
• Secure Cloud Storage
• Mobile Device Access $199/user/month
OnPremise Services
• Workstation & Infrastructure Management
• Managed Anti-Virus
• Unlimited Remote & Onsite support
• Guaranteed Service Levels
Cloud Services Options
• Managed Mobile
$5/device
MSP PROGRAMS FOR SMBs

11. © 2015 N-able Technologies, Inc. All rights reserved. 11
CORE DESKTOPCORE SECURITY SERVICE DESK MANAGEMENT
Essential IT Support – Free
• Light Monitoring
• Asset/Software/Hardware Reporting
• Branded Sys-tray Icon
• Remote Control
Managed Anti-Virus - $3/device
• Integrated AV deployment
• AV Monitoring
• AV Updates
• Threat/Status Reporting
Managed Patch - $3/device
• Windows Patch Management
• 3rd Party Patch Management
• Patch Reporting
OPTIONAL
Managed Workstation Backup - $6.00/device
• Backup Deployment
• Backup Management & Monitoring
• Capacity/Status Reporting
Managed Mobile - $5/device
• Mobile management, support & reporting
Managed Compliance - $4/IP
• Monthly Vulnerability/Compliance
reporting
$6.00-$25.00/Device
A La Carte Offerings
Essential IT Support – Free
• Light Monitoring
• Asset/Software/Hardware Reporting
• Branded Sys-tray Icon
• Remote Control
Managed Anti-Virus - $6/device
• Integrated AV deployment
• AV Exchange mailbox management
• AV Monitoring
• AV Updates
• Threat/Status Reporting
Managed Patch - $3/device
• Windows Patch Management
• 3rd Party Patch Management
• Patch Reporting
Managed Workstation Backup-$6.00/device
• Backup Deployment
• Backup Management & Monitoring
• Capacity/Status Reporting
OPTIONAL
Managed Mobile - $5/device
• Mobile management, support & reporting
Managed Compliance - $4/IP
• Monthly Vulnerability/Compliance
reporting
$15.00-$30.00/Device
Essential IT Support – Free
• Light Monitoring
• Asset/Software/Hardware Reporting
• Branded Sys-tray Icon
• Remote Control
Managed Service Desk- $15.00
• Unlimited Remote Service Desk
support
• Trending and Reporting Information
• Capacity/Status Reporting
OPTIONAL
Managed Anti-Virus - $3/user
• Integrated AV deployment
• AV Monitoring
• AV Updates
• Threat/Status Reporting
Managed Patch - $3/device
• Windows Patch Management
• 3rd Party Patch Management
• Patch Reporting
Mobile Support - $5/device
• Mobile support & reporting
$15.00-$25.00/user

12. © 2015 N-able Technologies, Inc. All rights reserved. 12
MSP Cloud Landscape
MANAGED INFRASTRUCTURE
Hosting Services - $100.00
• Data Center & Service Management of core Server
• Performance Based Monitoring
• Application Maintenance
• Automated Preventative Maintenance
• Security Manager - AV and Patch
• Guaranteed Service Level agreement on uptime
Workstation – $20.00
• Availability Monitoring
• OS & 3rd Party Patch Management
• Automated Preventative Maintenance
• Managed Anti-Virus
• Additional Support Billed at T&M rates
OPTIONAL
• Hosted Exchange
• Office365
• Proprietary Application Hosting
$2400/month $120.00/user/month
Managed Infrastructure Options
• Hosted Backup – $TBD per gig
• Managed Mobile - $5/device
• Managed Compliance - $4/IP
Per User - $150/month
Cloud Services
• Virtual Online Workplace (DaaS)
• Application Management
• Microsoft Office Suite
• Hosted Exchange
• Backup & Disaster Recovery
• Secure Cloud Storage
• Mobile Device Access
OnPremise Services
• Workstation & Infrastructure Management
• Managed Anti-Virus
• Unlimited Remote & Onsite support
• Guaranteed Service Levels
$3000/month $150/user/month
Cloud Services Options
• Managed Mobile - $3/device
MANAGED CLOUD SERVICES
Billable Services - $100-$150/hour
• End-user support (Helpdesk)
• Onsite & Remote Support
• Moves, adds, changes
• Project Planning
• Upgrades & Hardware
• After hours Support
Essential IT Support – Free
• Light Monitoring
• Asset/Software/Hardware Reporting
• Branded Sys-tray Icon
• Remote Control
Managed Anti-Virus - $3/device
• Integrated AV deployment
• AV Monitoring
• AV Updates
• Threat/Status Reporting
Managed Server - $25.00/server
• Server setup and configuration
• Monthly automated maintenance
• Monthly Reporting
Managed Backup - $100-$150/server
• Integrated Backup Deployment
• Backup Management & Monitoring
• Capacity/Status Reporting
Cloud Applications
• Office365 - $14.00/user/month
• Hosted Exchange - $7.00/user/month
• Web hosting
• SaaS
Managed Mobile - $5/device
• Mobile management, support &
reporting
$50 - $250/month
Billable Services - $100-$150/hour
• Moves, adds, changes
• Project Planning
• Upgrades & Hardware
• Workstation data backup
• After hours Support
A LA CARTE CLOUD

13. © 2015 N-able Technologies, Inc. All rights reserved. 13
MSP Programs for IT
DepartmentMANAGED MONITORINGSUPPLEMENTALRESELLER
• 24/7 Monitoring NOC
alerts and
notifications
• Performance &
Strategic Reporting
• Access to MSP
support as needed
(Billable T&M charges
apply)
$100/Server
$40/Network
Managed Monitoring Automation and
Triage (Optional)
• Server- $250 (automation policy
development and execution)
• Network- $100/device (automation
policy development and execution)
MID-MARKET MANAGED
Billable Services - $100-$150/hour
• End-user support (Helpdesk)
• Onsite & Remote Support
• Moves, adds, changes
• Project Planning
• Upgrades & Hardware
• After hours Support
Billable Services - $100-$150/hour
• Project Planning
• Upgrades & Hardware
Billable Services - $100-$150/hour
• End-user support (Helpdesk)
• Onsite & Remote Support
• Moves, adds, changes
• Project Planning
• Upgrades & Hardware
• After hours Support
• Full N-central access
• Full Reporting
capabilities
• Internal Attended &
Unattended Remote
Control
• Advanced
Performance
Monitoring
• Automation
management
• Custom Services
$10/Server
$5/Network
$2.50/Desktop
$150/month/
Report Manager
• Custom Dashboard
Access
• Performance Reporting
• Attended &
Unattended Remote
Control
• Advanced Performance
Monitoring
$20/Server
$8/Network
$5.00/Desktop
Project Support
• Engineering support to
assist with the planning,
implementation, or
support of a new
project
$150/Hour
Custom Support
• Customized Solutions
to meet customers’
needs and business
requirements
Per
engagement
Outsourced Helpdesk
• 24/7 remote support
services for end users
$15/User
Billable Services - $100-$150/hour
• End-user support (Helpdesk)
• Onsite & Remote Support
• Moves, adds, changes
• Project Planning
• Upgrades & Hardware
• After hours Support
Outsourced Helpdesk
• 24/7 remote support
services for end users
$15/User
Server
• 24x7 Full Outsourced
Management
Network
• 24x7 Full Outsourced
Management
Workstation
• 24x7 Full Outsource
Management
$350/Server
$100/Network
$60/Workstation
Managed Options
• Hosted Backup - $70
+ $0.75/GB
• Managed Mobile -
$5/device

14. © 2015 N-able Technologies, Inc. All rights reserved. 14
Pricing Strategies
• What is the psychology of your customer and
how they prefer to purchase
• Look at having several models i.e. annual, per
month, per device, per user
• The shift will move to per user, it aligns with
budgeting and ROI well
• Commoditization is happening, MSP’s require
efficiencies and automation to continue to
compete

15. © 2015 N-able Technologies, Inc. All rights reserved. 15
Have Pricing Defined

16. © 2015 N-able Technologies, Inc. All rights reserved. 16
Promoting and Selling the
Services
• Sell to the business needs and requirements not the
technology
• Managed Services is a pure business sale with the
exception of supplemental services to internal IT
Departments
• Understand that verticals require unique value
propositions and unique selling propositions (USP’s)
• Talk to your existing customers understand why they
purchased from you and relate that to your
sales/marketing activities

17. © 2015 N-able Technologies, Inc. All rights reserved. 17
Obstacles MSPs Face
• Sales!
• Trying to sell the technology (i.e. RMM) vs the
value you bring
• Making the sale about technical issues vs.
revenue protection and gains
• Lack proper skill sets internally and oversell
• Don’t separate NOC and HelpDesk functions
creating inefficiency
• Don’t utilize automation and get caught in the
price game

18. © 2015 N-able Technologies, Inc. All rights reserved. 18
Retention is Key
• Regular CSAT’s (customer satisfaction survey)
are required on a regular basis
• Get to know your customer, relationship is one
of the key USP’s you have as an MSP
• Get entrenched in their business through VCIO
services, regular account management,
assisting on growth etc.
• Contact and communication are key

19. © 2015 N-able Technologies, Inc. All rights reserved. 19
Thank you
DavidWeeks
Global Channel Sales Manager
david.weeks@solarwinds.com