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IN THIS ISSUE
ProviderManaged Service
LOOKBACK AT CYBER LIVE PAGE 12
GDPR: ARE YOU READY?PAGE 10
TAKING MANAGED SERVICES TO THE NEXT LEVEL
RECENT SUCCESS STORIESPAGE 14
MESSAGE FROMAUVIKPAGE 18
DATTO NETWORKING LAUNCHES IN EUROPE
SEE PAGE 4
ISSUE 5
News: Whats Been Going On?
DattoCon London: Networking Launches
TotallyMSP & 2018 State of The Channel Report
Recent Sucess Stories
Cyber Live: The Threat Explained
Selling Managed Networking
Fed up of slow WiFi connections when you’re in a coffee shop or bar? Free WiFi certainly doesn’t mean fast and that is what most people will want. If you’re
an MSP looking to sell Managed Networking Services, putting an end to slow connections and poor landing
pages, then take a look at our top tips!
SEE PAGE 19
It’s Been a Busy Year!Message from EMEA Managing Director: Andrew Stuart
It’s been a busy couple of months for Datto. This year was our biggest DattoCon yet, we launched Datto Networking and SaaS Protection. It’s fair to say, it is all systems go. However, with threats still growing and Ransomware at an all time high we have been thinking more and more about how we can help your business recover in a crisis.
In this issue we will take you through the current trends in cyber security and share our top protection tips, delve into Datto Networking, and take at look at what DattoCon London will be offering!
ANDREW STUART Managing Director, EMEA
To find out more information about Datto visit datto.com/ukHave a question? Email: [email protected]
Join the Conversation
@DattoEMEA
datto.com/uk
/dattoemea
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MarketNow
MarketNow is our way of empowering and enabling IT Service Providers to go to market faster and easier with Datto products and solutions. The goal is to help you grow your business by giving you the tools and resources you need to reach the right customer, at the right time, with the right message. What’s Included:
• Launch lead generation campaigns and nurture leads
• Boost your web and social media presence
• Co-brand collateral for a custom look
• Manage contacts and leads
• Analyse your marketing results
u�Learn more about MarketNow at https://www.datto.com/uk/partners/marketnow
Co-branded Collateral: Fully co-branded eBooks, emails, and more in just a few clicks.
A Powerful Marketing Platform Available to All Datto Partners
GDPR: Are You Ready?
A Message From Our Sponsor - Auvik
Tech Talk
SELLING MANGED NETWORKING
CONTENTSProviderManaged Service
This summer, we surveyed nearly 2,000 Managed
Service Providers (MSPs) who serve more than
100,000 small-to-mid-sized businesses (SMBs)
around the globe about ransomware. Today, we
published the key findings in Datto’s 2nd annual
State of the Channel Ransomware Report.
Datto’s State of the Channel Ransomware Report
provides unique visibility into the ransomware
epidemic from the perspective of the IT Channel
and the SMB clients who are dealing with these
infections on a daily basis. The report provides a
wealth of detail on ransomware, including year-
over-year trends, frequency, targets, impact, and
recommendations for ensuring recovery and
continuity in the face of the growing threat.
Top stats:
5% of global SMBs fell victim to ransomware in the
past year!
75% of SMBs report that the downtime was
business threatening.
94% report that Ransomware bypassed their Anti
Virus software.
Datto’s Global Ransomware ReportAuthor: Katie Thornton Publish Date: Sep 21, 2017
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BEST OF THE BLOG WWW.DATTO.COM/UK/BLOG ProviderManaged Service
MANAGED SERVICE PROVIDER 03
Naked photos and business data have more in
common than you think. There are also millions of
open cameras you can watch on the Dark Net and
‘everyone is going to get hacked at some point’.
Scared yet…? I am.
You need to start ‘treating your computer like it’s
dangerous’. Each device is unique and security
measures which work for one, might not work for
another. Cal Leaming has seen endless amounts of
businesses trying to solve issues through patching,
antivirus and quick fixes. He understands that ‘the
cost entry to get a decent level of security is quite
high’, however he urges businesses to invest now in
order to save money later.
Now to address the title. I want you to think of the
amount of data you have on all of your devices,
whether it be personal or business. How much of it
would you want to expose to the world? And what
precautions would you take to ensure that your
information was not laid bare for anybody to look
at. Now imagine that all your data is naked photos
of yourself. Your most vulnerable and arguably
most important assets and at risk. What would you
do to ensure that nobody could ever gain access
to them? I think most of you would do whatever it
took. So why do we not view our business data in
the same way?
Should I Send That Naked Photo...?Author: Annie Stroud Publish Date: Sept 12, 2017
UK firms must urgently improve cyber security.’ ‘68% of UK businesses have no staff training for cyber attacks.’ ‘Cyber threats continue to increase dramatically…’
Cyber security is hitting the headlines more and more each day and it would seem as though there aren’t enough enforcements in place to stop it. Staff who lack training and businesses who are unable to protect themselves are at risk of becoming the next victims.
A recent government survey has revealed that a shocking 68% of board members at FTSE 350 businesses are not trained in how to manage and prevent threats. Firms are now being advised to seek training from the National Cyber Security Centre in order to stop hackers disabling businesses and paying out fines. This comes as no surprise after the recent WannaCry attack, which crippled computer systems in over 150 different countries.
Perhaps the most worrying thing is the fact that not all UK businesses have a response plan for when they are hit with an attack. Matt Hancock, Digital Minister, understands that “recent cyber attacks have shown the devastating effects of not getting our approach to cyber security right.” It is now up to businesses to ensure that full training is offered where needed and that data is backed up safely to ensure survival.
UK Firms Must Urgently Improve Cyber SecurityAuthor: Annie Stroud Publish Date: Aug 22, 2017 The Darknet. Possibly one of the most exciting,
intriguing and powerful places to exist on the internet. Why...? Because it gives you freedom, anonymity and the best part….. zero pop up ads! The desire to remain anonymous online is increasing as the internet continues to grow and offer more. People now want to surf online sites privately without being tracked and monitored. It may come as no surprise that when Facebook launched its very own darknet site, to enable users to “get around the censorship” and to add an extra “layer of security”, the Tor website saw over 1 million users access the .onion site in just 30 days!
When we spoke with Jamie about Ransomware he stated that in the last two years there has been a “significant increase in the scale, scope and type” of malicious activity and the companies being targeted.
Although there is no magic button to protect yourself, there is one to recover! Last year we launched SIRIS 3 with built in Ransomware protection, which not only offers Ransomware detection, it also offers disaster recovery. With the rise of attacks becoming more and more imminent, threats to SMB’s should now be expected. Our solution could help you save time, money and your businesses reputation.
The Darknet RisesAuthor: Annie Stroud Publish Date: Sept 01, 2017
WANT TO READ MORE? VISIT DATTO.COM/UK/BLOG
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Feast your eyes on this!
Everybody’s time at DattoCon was limited. We had one
day to make sure that that you saw everything you
needed to see, ate and drank until your heart’s content
and filled your bags up with as much free swag as you
could physically fit! We knew that as soon as the doors
opened, we would need to be prepared for take off!
There were over 350 MSPs all in one room. That’s top
performing Partners, over achievers and the brains
behind successful businesses. It was an extremely rare
opportunity that everybody thoroughly enjoyed.
This year we wanted to make sure we had everything you
needed all in one room. Everything from the products
to marketing materials. We set up booths dedicated to
specific areas in Datto in order to give you the best user
experience possible! Our Culture booth gave an insight
into Datto life in EMEA HQ, the product booth showcased
our brand new launches and Tech support were busy
giving away FREE nerf guns to those who could guess the
name of the device. There was something for everyone
and we loved meeting everybody!
We also launched our very own Datto Cadet Academy
which was designed to create a unique training
experience. We offered free guidance and support from
top industry experts as well as LIVE demo’s.
To ensure that everyone was fueled up and ready and
raring to go, food and drinks were served throughout the
day. And to top it all off we had beer’ o clock! Guests were
able to pull their own pints and drink them straight from
their Datto branded beer glass.
To top it all off Dynamo left us feeling bewitched,
spellbound and well and truly amazed!
I don’t think anyone who went to DattoCon will ever be
able to look at the world in the same way again! It was
the most magical show that time and space have ever
witnessed.
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This year DattoCon17 was bigger and better than ever before! We brought several updates to our SIRIS and Alto ranges, as well as to our Partner Portal, our marketing Platform (MarketNow) and showcased some of the latest products we are working on in our lab!
This year we launched Datto Networking and gave away FREE AP42 Access Point device for every delegate there! On top of that we had unlimited FREE swag, beer on tap and the magician, Dynamo, who blew our minds with a show full of tricks!
So let’s not waste time and dive right in!KEYNOTE //
You can view the full keynote session delivered by Austin McChord, CEO & Founder of Datto on our portal or direct on https://datto.wistia.com/medias/57ww9h5qa1
WATCH THE KEYNOTE
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AWARD WINNERS //
7 HIGHLIGHTS OF THE DAY
Carya Group are a true advocate of Datto, not only offering Datto solutions but supporting the Datto channel community.
PARTNER OF THE YEAR
Achab have demonstrated outstanding business performance over the past 12 months and are a fantasic distributor of Datto products.
DISTRIBUTOR OF THE YEAR
Hampshire Business Computers have fully adopted the Datto Solution and fully integrated it within their business, a true representation of commitment to the brand.
EMERGING PARTNER OF THE YEAR
Technology Services Group have excelled in comany performance, increased sales and tech awareness as well as demonstrated significant growth through joint activity.
BREAKTHROUGH OF THE YEAR
Complete I.T. showed excellent initiative, offers 100% engagement with Datto products and training across the company, whilst continuosly supporting the Datto brand, through joint marketing.
BEST ENGAGEMENT OF THE YEAR
IT Glue
This years winner was chosen by the attendees at DattoCon London 17.
MSP CHOICE OF THE YEAR
THE BIGGEST MSP CONFERENCE OF THE YEAR!
DattoCon17 london was officially the biggest MSP conference of the
year! We had over 350 MSPs all in one room. We also gave out unlimited
free swag. Marketing gave away FREE NorthFace jackets, and the every
delegate there took home a AP42 Datto Networking Appliance!
THE LAUNCH OF DATTO NETWORKING!
Datto Networking launched in Europe. We gave an exclusive insight into
the latest products and capabilities which our Networking Appliance
offers.
DATTOCON17 SOCIAL
We had over 1000 posts on Twitter, over 4000 likes, 700 comments on our
App and 800 photos were shared! Our hashtag #DattoCon17 was used
across Facebook, Twitter, LinkedIn and our App which gave us some great
feedback for the day!
DISASTER DEMO
This year our we wanted to raise the bar with our disaster demo.
The EMEA Sales Engineering team simulated a power cut and a
thunderstorm, complete with lightning! It’s safe to say the audience were
well and truly blown away by the performance!
IT GLUE WIN MSP CHOICE
We always like a reason to celebrate, but what better way to celebrate
than with the success of one of our top Partners! A huge congratulations
to IT Glue who were the winners of the MSP Choice Award!
THE HILTON METROPOLE LONDON
DattoCon ran over four floors and multiple rooms, 2 of which were
the size of a mini football pitch! We also had a 52ft rocket in the main
reception area, complete with flashing lights and smoke!
THE AFTER PARTY
DattoCon is our biggest event of the year and the after party gives us a
chance to truly celebrate with all of our Partners! We all look forward
to DattoCon and love being able to put on such a great event for our
Partners. For any business to grow and succeed it is vital to have a loyal
client base. This is something we never take for granted at Datto.
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THE 52 FOOT ROCKET AT THE HEART OF DATTOCON17
TOTALLY MSP ProviderManaged Service
We know how hard it is to operate and
grow a successful MSP. There are lots
of products and services on the market
that claim to help and lots of sources
of conflicting information. That is why
this year, alongside Appriver, Inbay, IT
Glue, Rapid Fire Tools and Webroot, we
launched the Totally MSP Roadshow!
We wanted to give you the opportunity
to network, get advice and gain valuable
content to help you propel your business
in the right direction.
We are fortunate enough to have Richard
Tubb, a former MSP turned expert IT and
business advisor, at each of our events.
Not only has Richard been where you are
and faced all the same difficulties you
have, he also understands that events
need to be valuable, educational and
engaging. One of the biggest lessons
Richard learnt whilst owning his own IT
company was the power and importance
of collaborating with other people in
the business. Not only will you be able
to share your skill set, you will be able
to learn from others who are working
towards the same achievements as you
are; having a successful business.
One of the biggest takeaways people
have shared with us after the events
is how much having a conversation
with another MSP has helped them.
Sometimes working on your own can be
lonely and daunting, but when you start
to talk to other people in the same field,
you realise things are not all that bad! You
can take as many notes as you want from
the speaker on stage, but having a simple
Q+A session enables you to hear how
other people are solving problems, facing
issues and building their businesses.
08 MANAGED SERVICE PROVIDER
Not only are these events great for you,
but they also enable other vendors to
hear some of the problems you have
and work towards helping you more
efficiently. It’s so useful to hear things from
another perspective so challenges can be
overcome and problems can be solved.
Richard Tubb has seen it all when it
comes to facing your business fears.
He understands first hand the common
mistakes which are made on a daily basis
and how frustrating it can be when things
do not go as planned. Not only will you
learn how to save time and money, I can
assure you after listening to his session you
will never make the same mistakes again!
It’s all about being more efficient and
minimising waste.
Totally MSP is now on the road and new
dates have been added to the tour! We
want our MSP community to grow, prosper
and flourish and with the help of these
events your business will be well on the
way to success!
For more information and to book your
place for the next event please visit:
https://www.totallymsp.com/
Totally MSP’s Manchester
event in September.
Are you working efficiently as a MSP? Do you have the right products and services to ensure you deliver consistent services to your clients without wasting time and money?
No nonsense advice to help you grow your
MSP business!
See where we will be next at:
www.totallymsp.com
THE 2018 STATE OF THE CHANNEL REPORT
Why not take a minute to fill out our survey and get yourself a FREE North Face jacket! If you need more from us in order to help your business grow in the new year, here’s your
chance to tell us! Our aim is to help your business grow and to do that we understand you need all the best tools. Our content is specifically designed for you, so if you’re missing
something then let us know!
WWW.DATTO.COM/UK/RESOURCES/
HOW MSP ARE YOU?
£
€
DOWNLOAD THE REPORT NOW
No Escape From GDPR!
There is a lot to do between now and May 25th 2018. These are a few tips to start the process towards compliance and will give your customers a good starting point to work from.
As you are probably aware the General Data Protection Regulation (GDPR) will become enforced in May 2018. It is the biggest shake up of data protection laws in the last 20 years. It will affect every organisation in Europe bringing with it a number of obligations that require secure and effective protection of personal data of EU citizens and residents.
But how will that affect Managed Service Providers and their customers?
Well companies failing to protect personal data will face much tougher penalties of up to €20 million, or 4% of the previous year’s gross annual turnover (whichever is the greater). To put that into perspective a recent breach at Tesco Bank could potentially have earned the group a fine of £1.9 Billion under GDPR.
Failure to comply could lead to not only tougher penalties, but also:
Damage to brand: Equifax recently revealed a massive breach and have subsequently lost circa 20% from their share price and lost several high-level staff.
Damage to reputation: Deloitte have also had a large data breach and they are supposedly experts in consulting on their client’s security. Not good for business!
Class action law suits: These will be permissible under GDPR.
Whilst this could be seen as a real worry for business and a pain to implement, we believe that it can present opportunities for MSP’s and their customers through the delivery of solutions to help with compliance, thus benefiting both.
What next?There is a lot to do between now and May the 25th 2018. These are a few tips to start the process towards compliance and will give your customers a good starting point to work from. However, it is strongly suggested that someone within their organisation takes on the responsibility for ensuring compliance by May 2018. We are here to help, so please do get in touch with any queries you may have.
Where do we start?Our advice is to start with the High Value/Low Cost quick wins when dealing with GDPR compliance.
Awareness Communicate with decision makers and key people within your customers organisations. They should be aware that the law is changing to the GDPR and need to appreciate the impact this is likely to have and if possible, you should offer training and solutions to help them.
Personal Data Help them to understand what personal data they hold, where it came from and who they share it with. They should also know the reasons for processing that data and if there isn’t one, delete it.
Plan Customers should perform a gap analysis of their current posture towards compliance. This will help them produce a plan with priorities to execute against to show measurable risk reduction.
Sweat their assets Offer health checks to optimise existing solutions and switch on unused functionality such as encryption. This may highlight other areas where you can provide solutions.
Remediate Offer health checks to optimise existing solutions and switch on unused functionality such as encryption. This may highlight other areas where you can provide solutions.
www.assuredata.eu
By: Jim Sneddon, CISSP, ITIL, GDPR Practitioner, AssureData
What better way to educate people than
to have not 1 but 4 cyber security experts
including, a top journalist/ public speaker
and an ex-hacker turned CEO. That’s right,
I’m talking about Jamie Bartlett, author of
The Dark Net, and Cal Leeming, the UK’s
youngest convicted hacker and CEO of
Lyons Leeming. For our final event in this
series we were joined by Nigel Hearne
and Adam Nash, both top cyber security
advisors.
The common theme running through each
event was Ransomware. This year we
have seen a dramatic increase in threats
and as a result the demand hackers have
for Ransomware is at an all time high.
To learn more about what we are facing
when it comes to cyber threats, we asked
Jamie and Cal to take a seat and speak to
us directly on the issue.
Smaller businesses with less defense are more vulnerable
With cyber threats increasing year on year
and showing no signs of slowing down,
we need to make sure we are prepared
in every which way. Both Cal and Jamie
agree that there is a stigma around large
businesses ‘having all the time, money
and resources to throw at the problems’
and yet small to midsized businesses
(SMB’s) are struggling to find cost
effective solutions which helps them to
recover their businesses quickly.
Cal: ‘For SMB’s, it’s harder. The cost entry
point for a decent level of security is hard
and the talent pool is limited’.
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However, whilst it’s true, most hackers
won’t care who and where they get their
information from.
Jamie: ‘Most companies - big or small - are
under a threat, however it could be argued
that smaller businesses with less defense
are more vulnerable as they do not expect
to be hit with an attack’.
You need to have a backup and cyber security plan in place
This is why businesses need to take the
time to think of ways they can better
protect themselves, Both Jamie and Cal
stated that you need to ‘be ready’.
Cal: ‘You need to have a backup and cyber
security plan in place so you are ready and
capable to deal with an attack’
Jamie: ‘Exactly. You need to assume you will
be subject to some kind of attack at some
point and have a plan in place so you can
respond quickly and efficiently’.
It’s all about saving time, money and
resources, all of which Datto can provide.
You can have the best defense in the world and still not stop an attack
However, you can have all the protection in
the world, but somewhere along the line,
a threat will turn into a reality. This is why
education is key.
Cal: ‘You need to take the time to educate
yourselves on the problems your business
will face. Not everyone will read the
employee handbook, but if your employees
invest their time into learning about cyber
security, your risk of being subject to an
attack will reduce.’
At the end of August, we launched our first Cyber Live series to educate, inspire and motivate MSP’s and their end users on all things cyber security!
CYBER LIVE LOOKBACK ProviderManaged Service
Jamie: ‘Cyber security is not just for the IT
specialist, it can be extremely damaging
for any business. Therefore, everyone needs
to be educated. You can have the best
defense in the world and still not
stop an attack’.
You need to be ready. Think about your
backup and your cyber security plan. Are
they up-to-date or could you do more to
protect your business? Remember, it’s not
about if you get hit, it’s when.
You already do so much. You’re the guys climbing under desks, crouching in racks, and juggling the phones.You’re a consultant. A game-changer. A life-saver.
So let Datto take ‘Increase Sales’ off your to-do list.Datto’s Sales Tools are designed to make it easier to grow your business. Best of all, they’re free!
The Datto Community Forum
Exclusive to Datto Partners, the Forum is designed to connect you directly to peers and Datto employees. Discuss technical questions, best practices, sales and marketing techniques, and get your opinion heard.portal.dattobackup.com/forum
RTO Tool
It’s an oldie but a goodie; this tool can be used to evaluate your Recovery Time Objective (RTO) and Recovery Point Objective (RPO) and provide you with an estimated cost of downtime based on your recovery time.tools.datto.com/rto/
Learn more at datto.com/uk
BDR Assessment Tool
Co-developed by RapidFire Tools and Datto, The BDR Assessment Tool provides IT service professionals with an automated tool through which to conduct a thorough BDR-specific audit of a business. The tool can then recommend improvements. Simplify, accelerate and increase your sales process.datto.com/c/the-backup-disaster- recovery-assessment-tool
Useful Sales ToolsCYBER LIVE
Cyber Expert & CEO of Lyons Leeming, Cal Leeming (left) talks to Datto EMEA’s Managing Director Andrew Stuart (Right) about Cal’s history as an Ex Hacker & the growing cyber threats that face businesess in the modern world.
Missed the Cyber Live Series? Watch each episode on demand!
WATCH IN FULL!
visit datto.com/uk/resources
2017 has been a busy year so far. Let’s take a moment to reflect
on some of the best success stories of the year.
As you may well know, Ransomware has been a hot topic in the
news. The WannaCry outbreak caused chaos all over the globe
as it encrypted computer systems, UK Councils faced more data
breaches and the Maritime industry continues to be
targeted by hackers.
With all of this going on, the IT industry have had to educate
themselves and everyone within the sector. In order to survive,
businesses need to know how to deal with threats and attacks
head on and understand the importance of protecting how and
where we share our personal data. The major threats this year
have had devastating effects on some companies around the
world, however, Datto & the MSPs we partner with have been
there each step of the way saving one SMB at a time!
As we are 100% channel only, we know how vital it is to eliminate
downtime and reduce costs in the face of an attack. This year, we
have helped our MSPs educate not only themselves but also their
end users. Our success stories are proving that investing this
time will save your business against future threats.
In one case, a £100 million multi-national agricultural feed
supplier was infected with Ransomware via an email. Luckily,
they were protected and we were able to stop the malware from
spreading any further without any cost to the business. In another
case a Waste Management company were having ongoing issues
with downtime. With the help of their MSP and Datto, we were
able to put a stop to this! There are so many ways you can protect
your business but going back to the basics and learning which
tools best support your business is a great starting point!
You can find out more information about our case studies at
datto.com/uk/resources
Alternatively if you have a story you would like to share with us,
get in touch! We would love to hear from you!
SUCCESS STORY
Reading Buses Keep On Rolling With Datto
RECENT SUCCESS STORIES
Recent Success Stories By: Annie Stroud, EMEA Marketing
HAVE A GOOD CASE STUDY TO SHARE? Email: [email protected]
SUCCESS STORY
Reading Buses Keep On Rolling With Datto
SUCCESS STORY
Reading Buses KeepOn Rolling With DattoA true story about how Reading Buses rapidly recovered from a Ransomware attack with the help of Complete I.T & Datto
Published May 2017
ProviderManaged Service
Datto and Complete I.T. came to the
rescue of Reading Buses during a
ransomware outbreak in early 2017.
Find out how Reading Buses kept
on rolling!
Reading Buses Keep on Rolling
Craig Group saved from a 28 day
nightmare by ITWorx and Datto!
When a server issues stuck miles of
the african coast all looked lost but
with the power of virtualisation all
was well.
Plain Sailing For Data Protection
Data Protection is Plain Sailing with Datto
SUCCESS STORYSUCCESS STORY
Data Protection is Plain Sailing with DattoWhen your business operates in one of the world’s harshest environments, you need a business continuity solution that works.
Published July 2017
Once again, Cryptolocker hits
another SMB. This time, the victim
was 4Children a children’s charity.
Discover how ZedOne were able to
get them back up and running very
quickly and how they avoided
the ransom.
Charity Saved From Ransomware
SUCCESS STORY
Datto Keeps Charities Safe From Ransomware4Children is a national non-profit organisation that offers vital support for children and their families. Discover how they survied a Ransomware attack with Datto & Zed One
Published March 2015
Respond! is Ireland’s leading
housing association, providing safe
homes to those who need it most.
They utilised Datto and Datapac to
keep their data secure too.
Data As Safe As Houses!
SUCCESS STORY
With Datto, We Can Respond To DowntimeRespond! is Ireland’s leading housing association, providing safe homes to those who need it most - and now, with Datto, their data is secure too
Published February 2016
Hear how Harbro Ltd, a £100
million multi-national agricultural
feed supplier, recovered from
Cryptolocker with the help of Datto
and Clark Integrated Technologies.
Datto Defies Ransomware
SUCCESS STORY
Datto DefiesRansomwareThe true story about how intelligent business continuity beat cryptolocker
Published April 2015
Wastecycle partnered with PKF
Cooper Parry to find the best
disaster recovery solution. They
both turned to Datto to ensure Total
Data Protection!
Wastecycle get a Clean Slate
SUCCESS STORY
Waste Management Company gets a Clean Slate with DattoWaste Management is an essential service, so downtime would cause problems for their hundreds of customers.
Published August 2016
14 MANAGED SERVICE PROVIDER MANAGED SERVICE PROVIDER 15
These days, everywhere you go
there are signs that say “Free
WiFi.” People want to be online
and businesses have recognised
the value of promoting WiFi as an
amenity. Why? It’s not hard to figure out.
For example, if you’re in a coffee shop and
the WiFi is free, you would probably spend
more time there and as a result more
money. Maybe you’ll buy a second cup of
coffee. Maybe you’ll buy a muffin. Either
way, you’ll spend more money simply
because you’re in there; and the free
Guest WiFi is what keeps you there.
Small businesses know this. Especially a
small customer-facing businesses such
as a restaurant, bar, or coffee shop.
But how many times have you logged
on to a small business’ Guest WiFi and
thought “This WiFi is awesome!” Typically,
the Guest WiFi experience often leaves a
lot to be desired.
First, it’s hard to login. Many times you
have to ask someone what the WiFi
password is. Then you have to type in that
password, which typically includes a form
of the business name, and maybe some
cryptic characters; ‘ScottsCoffee4343’ for
example. Try typing that on your mobile
phone, and tell me you don’t fat finger at
least one of the characters! When you
finally get online, the WiFi is frequently so
slow that it takes forever just to get your
email, let alone catch up on the latest
episode of Game of Thrones!
So what’s the answer? Simply put, the
answer is Managed Networking Services
backed by a Managed Services Provider
(MSP). If you are a small business owner,
do you want the college kid working
behind your counter to troubleshoot
the WiFi? No. You want an expert. You
need an expert. You need an MSP. If you
are truly serious about delivering WiFi
as an amenity, and as a competitive
differentiator, you are willing to pay for
quality Managed Networking Services.
Clearly there is a need in the market for
Managed Networking Services. But if you
are an MSP who is new to selling WiFi
as a managed service, where should you
begin? How should you approach your
potential customer and convince them
they need you and they need Managed
Networking Services?
16 MANAGED SERVICE PROVIDER
STOP TALKING AND START LISTENING
Ask your prospect some pointed questions about their WiFi. Do they
truly know how good or bad their WiFi is? Are they in a customer-
facing business where free Guest WiFi could be an added amenity
that sets them apart? Find out what they think is important. Ask the
questions, and then listen. When you stop talking and start listening,
you’ll be amazed at what you hear.
BE OPEN AND TRANSPARENT
Your prospect looks to you for IT expertise. You have knowledge and
capabilities that they don’t have. They want to trust you. You want them
to trust you. Be open, honest, and transparent with them. If they ask you
a tough question, don’t dodge. Answer it and tell the truth. And if you
don’t know the answer, tell them you’ll find out and get back to them.
SELL YOUR SERVICE
Don’t ever lead with a product or a list of features. As soon as you go
there, you immediately devalue your business and what you can offer
to your potential client. Focus on your service, and how your service
will benefit your client.
They want WiFi that works. Sell them on your service and how that
service will keep the WiFi up and running. They want WiFi that is fast.
Sell them on your deployment expertise and how your team will design
and implement a WiFi configuration that maximises performance
according to their needs.
In the end, they aren’t buying WiFi. They aren’t buying a network. They
are buying you and your service. So, lead with that.
BE CONFIDENT
Don’t forget that you are the expert. Your client needs your knowledge
and expertise. So be confident in how you present yourself and your
business.
Most importantly, be confident about your pricing. Don’t forget that
you are running a business, and you deserve to be compensated and
profitable. In fact, your client should want you to be successful. Your
success means reduced risk for them.
Managed Networking Services benefits everyone involved. It helps your
potential client deliver great WiFi as an amenity, or just simply ensures
their network stays up and running so people can get their work done.
For you, it is an opportunity to fill a need for your clients: great WiFi
that works, and “I’ve got your back” service if and when it’s needed.
Everybody wins.
We want to hear your stories. If you have a story (win or loss) about
selling Managed Networking Services, please share it with us at
Tips for Selling Managed Networking Services By: Scott West, Senior Product Marketing Manager at Datto, Inc
When offering a network service
to clients, managing servers and
endpoints—and managing them well—is
important. That pretty much goes without
saying.
Devices like desktops and phones are
the most visible and tangible part of the
network to your clients. They’re the parts
clients interact with nearly constantly. So
when there are problems with endpoints,
they get noticed and complained about
immediately.
Endpoints are also the target of many
network attacks. Phishing, ransomware
and malware count on the vulnerability
(and often gullibility) of end users to
make an entrance and infiltrate deeper
into the network.
So yes, endpoints need attention. To
help with that work, there are a lot of
great tools for managing servers and
endpoints.
But what’s typically missing from the
network management picture—and the
tools—is infrastructure.
Most MSPs have nothing in place to
help them see or manage network
infrastructure like routers, switches and
firewalls
ARE YOU WEARING TROUSERS UNDER YOUR DESK?
When you signed that contract to
manage the client’s network you said
you’d manage X endpoints at Y cost,
but the definition of the network
was kind of fuzzy. You didn’t say you
weren’t responsible for the network
infrastructure, but you didn’t say you were
either.
The client expects you’re actively
managing it. After all, they pay you every
month to take care of “everything”.
This mismatch puts you at risk. We call it
not wearing trousers under the desk.
On the surface, everything looks great.
“Oh yes, Mr. Client, everything’s under
control.” But down below, you’re exposed
and vulnerable. You know it—but the
client doesn’t. And you’re just hoping it
doesn’t hurt too much when you finally
get bitten by infrastructure failure.
MANUAL ISN’T PROFITABLE
Fixing a network infrastructure issue
using the CLI and manually configuring
SNMP monitoring takes time you don’t
have when a crisis strikes. Not to mention
how much it costs you in labour.
Randy Latimer, a US-based MSP,
says he worried about his exposure
to infrastructure risk. “What ended
up happening is we put a lot more
manpower into that risk. We spent more
time with bodies. We spent a lot of time.”
His techs were manually completing
tasks like pinging infrastructure devices
to see if they were up or down and
backing up configurations. It didn’t
mitigate the risk completely because a
crash could still take days to figure out,
but it was something. Trouble was, the
work was so resource-intensive, it wasn’t
profitable—until he got an infrastructure
tool that automated much of the work.
“Now we can truly say we’re managing
the network. It’s a lot easier and it’s
actually profitable for us,” says Latimer.
Combining a network infrastructure tool
with a traditional remote monitoring and
management system (RMM) ensures
you’re covering the whole network. And
covering the whole network equals less
risk, happier clients and more profit in
your pocket.
Is Your MSP Exposed to Network Risk? By: Alex Hoff, VP Product & Sales, Auvik Networks
Want to know more about Auvik?
Twitter @auviknetworks
Website www.auvik.com
/AuvikNetworksInc
20 MANAGED SERVICE PROVIDER
Datto’s elite Sales Engineers are on the front line when it comes to tech questions! Below are a few of our most frequently asked questions about our Business Continuity and our Networking solutions. Answers provided by Tim Jeffcoat, Senior Sales Engineer
TECH TALK
MANAGED SERVICE PROVIDER 21
The Datto Solutions Engineers’ Youtube Channel has a wealth of knowledge and video tutorials.
WANT MORE TECH?
ProviderManaged Service
visit datto.com/techtalk
How does Datto detect Ransomware?
Datto’s Ransomware detection works by comparing a backup that’s just been created to previous backup points, and scanning for changes that indicate a potential Ransomware attack. We’re not looking for the actual Ransomware payload files, but are testing for the effects of an attack. These tests are run on every snapshot that’s backed up to a Datto device (although only on backups from machines running Microsoft Windows, at the moment), and involves a three-phase analysis of the filesystem: checking for file extension changes, mismatched timestamps, and calculates the overall entropy (rate of filesystem data change).
How does the new SIRIS 3X Professional range differ from the existing SIRIS 3 Professional range?
Datto’s SIRIS 3X and SIRIS 3 Professional appliances are both a 1U rack-mount form factor, and have the same CPU and memory options, but differ in underlying storage technology. Datto’s SIRIS 3X lineup uses solid state drives for the main storage pool, which store backup points and serve up recoveries.
Solid state drives improve the reliability of the SIRIS appliance, and increases IOPS (storage performance) during local virtualisation recoveries. It can also speed up backup and restore times. The disadvantage is cost: solid state drives still have a significantly higher cost-per-gigabyte compared to rotating hard disk drives.
This is why Datto’s main SIRIS 3 lineup still uses rotating hard disk drives for the main storage pool, as they still provide high capacity, adequate performance and strong reliability, for lower initial hardware costs.
I’ve got lots of machines to protect. Won’t syncing my data with the Datto Cloud overload my Internet connection?
Datto Business Continuity and Disaster Recovery (BCDR) appliances give you complete control over the Internet bandwidth used to send snapshots of protected machines to the Datto Cloud. You can easily configure specific policies so that the Datto appliance will only sync data at specific times (for example, only over evenings or weekends). We recommend that you have at least 100kbps of upload bandwidth for every TeraByte of data that needs to be protected. Datto is also able to send out a Roundtrip, which is a storage device you plug in to the Datto appliance, copy over a large dataset, and send back to us. Then, all that has to be uploaded is the incremental changed data, which is typically much smaller than an initial snapshot.
How long can I keep data with a Datto solution?
There is no limit to how long snapshots of protected servers can be stored on the on-premise Datto BCDR appliance. Provided that the local appliance has adequate storage, local snapshots can be stored locally for months, years, or even indefinitely.
Typically, snapshots are stored on-premise for 3-6 months, and the Datto Cloud is used to retain snapshots for months and years. Over a third of Datto customers are now choosing Datto’s Infinite Cloud Retention option, which retains snapshots indefinitely in the Datto Cloud.
What triggers the 4G failover in the Datto Networking Appliance?
If a Datto Networking Appliance detects that the primary Internet connection has dropped, it enters failover mode. In failover mode, traffic is routed via the integrated 4G LTE modem. The associated monthly service for the Datto Networking Appliance includes the carrier contract, and has no overages for standard use. The appliance continually pings both the primary and secondary (if configured) WAN interface to determine if and when the Internet connection has been restored and is stable. When it is, the appliance seamlessly fails back to its primary Internet connection.
Are Datto Networking Wifi access points only compatible with Datto Networking Switches?
Of course not! Datto access points are built on industry standards, and are compatible with all networking switches.
Datto access points require power-over-ethernet (standard 802.3af), so will need to be connected to a Datto switch or one that’s PoE-capable, or be connected to PoE injectors. Datto access points work extremely well with Datto Networking Switches, and both can be easily managed from Datto’s Partner Portal.
Which switches in Datto’s portfolio support Power-over-Ethernet?
Every switch in Datto’s lineup includes PoE on every port. Datto has two switch variants, the L Series the E Series. The L Series (8 or 24 port models) has a PoE power budget optimised for smaller environments (55W to 250W), and as a result has lower power/cooling requirements, and a lower cost. L Series switches deliver PoE to every port, up to 30W per port. The E Series feature an extensive PoE power budget (150W to 740W), which scales with the number of switch ports (8, 24 or 48 ports) with PoE on every port (up to 30 W). The result is a cloud-managed switch for any small to medium sized business need.
How do Datto Networking Wifi access points form a mesh?
Datto access points automatically organise into a self-healing, encrypted mesh network with seamless roaming. They set up and maintain their own dedicated mesh management network, which allows them to communicate and route traffic. This makes the roaming experience better: when a user moves from one zone to another, the mesh will automatically connect them to the most suitable node. If a node in the mesh goes offline, the remaining nodes can and because the entire network can be monitored and managed from the cloud, network technicians can easily drill down into switches or access points in order to debug any issues.
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The Managed Service Provider magazine is a Datto publication. For more information about Datto please visit www.datto.com/uk oremail us at [email protected]
