The document highlights the expertise of Erick Simpson, Vice President and CIO of SPC International, and David Castro, Director of Marketing at Kaseya, both of whom are recognized figures in the IT and managed services industries. It presents key findings from Kaseya’s 2013 MSP pricing survey, noting the evolution of MSPs from break-fix models to more service-oriented offerings with average monthly contracts around $3,400. The results reveal insights into service delivery and pricing strategies among various MSPs, emphasizing the value of 'world-class' MSPs who are adapting to changes in the marketplace.

2. Your Host
Erick Simpson
Erick
Simpson
Vice President & CIO, SPC International
Mr. Simpson is a recognized IT and Managed Services Author,
Speaker and Trainer, and contributor to numerous industry
publications and events. Author of "The Guide to a Successful
Managed Services Practice", the definitive book on Managed
Services, and the follow-ups in MSP University’s Managed Services
Series “The Best I.T. Sales & Marketing BOOK EVER!” and “The
Best I.T. Service Delivery BOOK EVER!”, as well as his newest book
“The Best NOC and Service Desk Operations BOOK EVER!”, Erick
has also co-authored the HTG publication “Peer Power – Powerful
Ideas for Partners from Peers”. Erick's prior experience includes
overseeing the design, development and implementation of
Enterprise-level Help Desks and Call Centers for Fortune 1000
organizations.
Vice President & CIO
SPC International
www.spc-intl.com
•
•
•
•
Over 20 years experience in the IT industry
Microsoft MCP, SBSC
Author, Speaker and Trainer
Built Call Centers and Service Desks for
Fortune 1000 Organizations

3. Speaker Spotlight
David Castro
David
Castro
Director, Marketing | Partners & Service Providers at
Kaseya
Mr. Castro drives the Kaseya partner and service provider go-tomarket strategy and leads all marketing functions, including
market analysis, marketing communications, demand generation
and management, and partner enablement and relationship
management. He has more than 15 years of software, hardware,
and services management experience in various commercial
markets, including finance, healthcare, education, and
government. He has presented on a wide variety of channel best
practice topics to VARs, SIs, and MSPs at numerous partner
events, including sessions at CompTIA, SPC International, Ingram
Micro, Marketo, Kaseya, HTG and Autotask.
Director of Marketing
Kaseya
www.Kaseya.com
•
•
•
Over 15 Years Software/Hardware Services
Experience
Recognized Speaker and Industry Expert on IT
Business Improvement Best Practices
Professional Market Researcher and Demand
Generation Expert

4. Agenda
• Introduction to Kaseya
• Presentation of Kaseya’s 2013 MSP Pricing
Survey Results
• Analysis of Data and Conclusions

5. About Kaseya
•
•
•
•
•
•
•
•
Founded in 2000
Over 10,000 customers and a presence in over 20
countries
Award-winning IT systems management software offered
as SaaS and on-premise
Serving customers across industries including government,
military, retail, healthcare, education, financial, and more
Serving both Managed Service Providers and IT
departments
Gartner Magic Quadrant 2013 – Visionary: Client
Management Tools
New management team and backing from Insight
Venture Partners in 2013
New acquisitions:
–
–
–
Rover Apps for BYOD
Zyrion Traverse for Cloud & Network Monitoring
365 Command for Office 365 administration

6. The IT Marketplace Is Changing
Source: Gartner (2013), IDC (2012), Forrester (2013), Kaseya (2013), Dell (2013)

7. How
are you
responding?

8. 10 Core Observations in 2013 for MSP Pricing

9. The Survey & Methodology
•
•
•
•
•
•
Annual survey of worldwide user base (Q3 2013)
Sample size 1000+
Responses from 20+ countries
Prices converted to $USD at FX rates as of 11/1/13
MSP users with 90 to 45,000 devices under management
MSP users/demographics include
– Break-fix, monitoring only, pure-play MSP, cloud SP, and power-user MSP
– Owners, principals, directors, managers, administrators, technicians
• Simple statistical analysis (median and 1s)

10. Observation 1:
CIOs still need MSPs to help with big IT management issues
Source: Survey of 911 Kaseya Customers

11. Observation 2:
MSPs have evolved beyond break-fix, yet many offer similar core services
Source: Survey of 391 Kaseya Customers

12. Observation 3:
The main MSP pricing model is “tiered” – followed closely by “per-user”
Source: Survey of 611 Kaseya Customers

13. Observation 4:
The average monthly contract is $3,400
Source: Survey of 391 Kaseya Customers

14. Observation 5:
The average monthly billing fee per user is $122
Source: Survey of 491 Kaseya Customers

15. Observation 6:
Specialty services are offered – and delivered – by “world-class” MSPs
Source: Survey of 299 Kaseya Customers

16. Observation 7:
“World-class” MSPs deliver cloud email and cloud backup services
Source: Survey of 402 Kaseya Customers

17. Observation 8:
“World-class” MSPs deliver cloud monitoring services
Source: Survey of 194 Kaseya Customers

18. Observation 9:
“World-class” MSPs deliver MDM and BYOD services
Source: Survey of 233 Kaseya Customers

19. Observation 10:
3 out of 4 MSPs are raising – or holding firm on – prices for 2014
Source: Survey of 654 Kaseya Customers

20. “World-class” MSPs are significantly
more valuable than their peers
Source: Survey of 401 Kaseya Customers

22. Get Started with Kaseya