Hmm, is the cloud service provider really responsible for your application’s performance in the Cloud?

• Maybe its your network or Internet provider.
• Perhaps the DNS service provided by your friendly domain registrar.
• Or could the issue involve a slow CRM API provided by another SaaS provider that your application interfaces with?

One thing became pretty obvious from the active panel discussion and the audience: Trying to create an SLA with so many interdependent components and so many owners is not trivial. Worse – there is no obligation today for the different providers to share any data on their IaaS or PaaS performance, even if this data is available to them.

While selecting a cloud provider of any kind, you will need to get transparency of their service performance metrics, and availability of their performance metrics using APIs. The performance of their infrastructure is not as relevant as performance of the service they are providing — they might have redundancy and other design elements that might not impact their service even if their infrastructure fails, so getting their infrastructure performance metrics might not be relevant.

You will also need a monitoring platform that has open APIs to aggregate the performance data from different cloud providers and gives you a composite metric mapping into the performance of your service. And finally, your monitoring platform has to be able to provide a service oriented view of these performance metrics and not just traditional metrics like CPU and memory.

As more enterprises move to cloud based services and infrastructure, their desire to work with a single vendor will force them to gravitate towards “cloud service aggregators” — a single vendor aggregating services from various cloud providers. However, the enterprises will demand SLAs from the aggregate providers, and this will require some way to identify the responsible partner for failed SLAs or outages. There will be a need to get automated performance and SLA metrics from different downstream partners and correlate this data to provide aggregate SLAs for the enterprise. This requires transparency in operations, open APIs and uniform SLA measurements, and even though not prevalent today, this will become a necessity in the near future.

Vikas Aggarwal is CEO of Zyrion Inc., a provider of Cloud and Application Performance Monitoring software for large to mid enterprises and Service Providers. You can read more about Zyrion’s monitoring solution here. Monthly guest blogs such as this one are part of MSPmntor’s annual platinum sponsorship.

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Despite this widespread dissatisfaction with database performance relative to cost, business IT professionals seem reluctant to take advantage of new database options that can vastly improve scalability and performance. For example, more than half (55%) of respondents say they will not take advantage of cloud technology and only 2% are currently using the open source Apache Hadoop software framework, although another 37% are considering doing so.

Where SMBs Fit In

The survey covers IT professionals at businesses of all sizes, and is not specific to SMBs. However, if concerns about database ROI are widespread across the general business community, in all likelihood they are even more pronounced in the SMB community, where installed database solutions are likely to be older.

In addition, resistance to employing new technologies is also likely even greater among SMBs, as resources to replace or upgrade outdated database implementations are more scarce than among the general business population.

Where MSPs Fit In

Presumed SMB reluctance to implement new database technologies may seem like an impediment to MSPs capitalize on this trend, but MSPs should focus on SMB dissatisfaction with their databases. This is a golden opportunity for MSPs to do a little customer education, demonstrating how by utilizing managed services, SMBs can actually reap the benefits of new database technologies and infrastructures, such as cloud and Hadoop, without the direct expense of development or hosting.

And even if SMBs may not want to implement the newest and shiniest managed database services, the fact that about nine in 10 SMBs are not happy with their current database situations still leaves MSPs a lot of wiggle room. A sales pitch can start with a hosted cloud database service, but does not have to end there. There is a strong need for new databases out there, who will step up to fill it?

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To begin with, the new partner program is broken down into the following four levels, beginning with the lowest level partnership:

• Standard StorageCraft Resellers (Entry Level)
• StorageCraft STAR Certified Reseller
• StorageCraft Engineer Certified Reseller
• StorageCraft Advanced Engineer Certified Reseller

Standard resellers will be able to develop relationships with new business customers, activate storage licenses, manage customers and process renewals, all through the StorageCraft Business Class Portal. Second level partners — STAR Certified Resellers — essentially have the sample capabilities. The difference is, STAR Certified Partners have undergone a half day StorageCraft technical training course and pass an online test. The top two partners conduct on and off site BDR as a service. Level two partners and above have their own StorageCraft Account Managers, free telephone support, free NFR software and bonuses for reaching a customer turnover target.

Keep in mind, no partner is stuck at any one level. Standard resellers can move up by passing a technical test, and STAR resellers can move up by meeting profit margins. The company’s goal with its new European partner structure is the same goal it had in mind when it restructured its storage partner program into three tiers back in August, 2011: reward its best-performing partners, increase sales, and expand the use of its BDR software solution.

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First off, Hartco Distribution is branch of Hartco Inc., a three-decade old Canadian IT services provider that will give N-able a trusted name to attach to when pursuing Canadian MSP customers. Hartco has more than 50 established, physical locations throughout Canada and serves a range of businesses, from SMBs to enterprise. So by partnering with Hartco, N-able will be able to expand the use of its RMM software throughout different-sized business markets in Canada.

As part of the partnership, N-able will have direct access to Hartco’s entire network of IT solution providers. The real beneficiaries of the N-able – Hartco partnership will be Hartco affiliates who will now be able to leverage all of N-able’s RMM solutions, including the N-central RMM platform.

N-able has big plans for the Canadian market, which N-able will heavily focus on in 2012. And even though Hartco’s reach gives N-able the opportunity to target larger companies, N-able will hone in on MSPs serving the SMB market. Cullen claims that the majority of the 1 million-plus SMBs in Canada are not managing their networks with an RMM platform. Translation? N-able wants to be the go-to RMM provider for SMBs throughout Canada, and it wants to develop relationships with Canadian managed service providers looking to provide an RMM software solution to its SMB customers.

One big benefit that N-able can now market to SMBs and MSPs in Canada? A new cloud-based help desk solution courtesy of its recent partnership with NTRglobal. N-able will also give Business e-Traning Essentials, Technical e-Training Essentials, Instructor-Led Product Training, Professional Services and other benefits to Canadian MSPs who buy an N-central license in order to help them better understand how to market and sell the RMM solution.

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Level Platforms’ new MDM feature will make its debut in mid-February when the RMM software company embarks upon its 2012 Global Road Show. And when it does, the MDM solution will allow the software provider’s customers to monitor and manage business networks from Apple, Google, Microsoft and RIM smartphones and tablets. Level Platforms managed service provider customers will be able to access this new MDM feature through their existing RMM dashboards via the new Level Platforms Mobile Service Manager that will be pre-packaged in Managed Workplace 2012.

Once a customer installs the new MDM software on a mobile device, they will be able to use that device to collect asset information, remotely configure devices, track location and restrict user access to business networks upon request. And if a device is lost or stolen, MSPs can remotely wipe, lock, or completely reset the device. In the end, Level Platforms hopes its MDM solution will give its MSP customers a complete RMM solution to add to their existing managed services offerings that will help them accelerate their revenue growth.

The news of Level Platforms’ new MDM capabilities comes about two weeks after the RMM software provider introduced its new NOC and help desk services. Shortly thereafter, N-able Technologies, another major RMM software provider, partnered with NTRglobal to offer a cloud-based help desk service. Then N-able made a regional expansion move by partnering with Hartco Distribution in order to target MSPs and SMBs in Canada. Now comes new of Level Platforms new MDM software offering included in Managed Workplace 2012. It’s a major RMM development, but it definitely won’t be the last we hear from Level Platforms, N-able or other RMM providers.

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The web of gadgets spins wider when it comes to mobile devices in the workplace, as there are almost as many mobile device management (MDM) software providers offering up solutions to monitor and manage phones and tablets as there are companies churning them out.

But what I’ve found is that mobile devices are as addicting as they are impossible to write about. Just as soon as I shut my work devices down for the day, I find myself picking up my personal tablet and getting lost in a cyber playground with 3D bowling lanes, puzzles, and an easier-to-use version of Facebook. I try not to procrastinate on work, but sitting within arms reach are the two most addicting things imaginable: a tablet, and Facebook. My work schedule never really stood a chance.

Don’t get me wrong, there’s a reason why mobile devices are crawling all over company networks these days (it’s not just because you can play Words With Friends while you’re on the clock). Smartphones and tablets are great work tools. They’re extremely efficient, they’re easy to carry, you can use them from anywhere, and they can even be a natural compliment to a workplace conversation; especially tablets. If you want to show your co-worker a news story, you don’t have to pop up a laptop screen; a physical barrier between you and the other person. You can pull it up on your tablet and share it. No barrier, no problem.

Most importantly, mobile devices can give people the feeling that they’re not really working. You’re not pounding on a keyboard, you’re tapping a screen and exploring your tablet. This can’t possibly be work.

I wouldn’t have such a problem with my addiction to mobile devices — tablets in particular — if I didn’t have put it down to revert back to my laptop or desktop every day to write. Why? Tablets and blogging just don’t mesh.

Ever tried using a blogging website on your tablet? It’s much slower, it’s a pain to tab through different sections and you have to zoom in reeeeeally close to the screen in order to check SEO boxes. Even with a wireless keyboard, blogging is still much faster on a desktop or laptop than on a tablet or smartphone.

Mobile Mood Swings

So every day I go through the five emotional phases of living in a mobile world.

1. I love my tablet because I can read news briefs much faster, and I love my smartphone because I can respond to emails as if they were text messages.
2. I miss my mobile devices as I write on a laptop or a desktop.
3. I’m overwhelmed with mobile device news and I don’t want to think about, or see, a mobile device.
4. I get lost in my mobile device playground.
5. A real, physical person takes the tablet away from me and forces me into human interaction.

So my final take on mobile devices: I love them…until I hate them…before I love them. Quite the conundrum.

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1. The Data: During the webcast, we’ll reveal growth numbers, sales milestones and business strategies used by the MSPmentor 100 companies.

2. The List: Who exactly are the world’s top 100 managed services providers? We’ll display the entire list and applaud many of the members during the webcast.

3. The Experts: Our confirmed guest speakers includes these three experts:

• Zack Schuler, President and CEO of Calnet Technology Group — an MSPmentor 100 company that has introduced cloud management services.
• Tommy Wald, CEO, White Glove Technologies — an MSPmentor 100 company that has mastered mergers and acquisitions.
• Jeannine Edwards, Director of Community, ConnectWise — providing perspectives from ConnectWise user groups worldwide.

Schuler, Wald and Edwards will answer your questions throughout the webcast. Note: ConnectWise is the webcast sponsor but the MSPmentor 100 report is vendor-independent research.

4. The Report: Everyone who attends the MSPmentor 100 webcast will automatically receive our complete MSPmentor 100 report PDF — a 22 page document that highlights all of the key companies and trends within the managed services market.

Want more information? Register now for the Webcast. I look forward to unveiling this year’s top 100 managed services providers list on February 15.

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There are many things to consider if you are serious about putting together your own business continuity solution. Below is a graphic outlining the different building blocks that makeup a complete business continuity solution. Successful business continuity vendors are able to seamless integrate diverse technologies to create a single integrated solution. Failing to build a reliable solution can rapidly create a management and/or legal nightmare.

MSPs are certainly capable of building their own solutions, but do not always realize the cost of assembling, managing and maintaining these custom solutions. The total cost of ownership (TCO) argument is one you definitely need to pay attention to. Not only will building your own solution be a huge time investment, but will also require constant development to keep up with advances in technology. Don’t underestimate the amount of time you will spend creating and managing custom solutions.

You also need to consider that 3^rd party vendors operate on a scale advantage when it comes to storing data. For example, adding the 6,000,001^st GB of data to Datto’s cloud is far more cost effective than an MSP adding their 5^th GB. At nine cents per gig, Datto has one of the lowest cost per gig off-site storage rates in the industry.

Liability is another concern to factor into the equation. When you build your own cloud, you assume 100% responsibility for the data. Building your own cloud is difficult and requires a lot of expertise. Also, many backup vendors are aware of HIPPA, SOX, PCI, etc., requirements, and tailor their solutions to ensure compliance. When you choose to build a solution on your own you run the risk of running into the vendor blame game, going it your own means that you are taking on 100% of the responsibility.

At the end of the day, building, managing and maintaining business continuity solutions are not what MSPs specialize in. A MSPs core business is to provide their clients with the best technology and the highest level of service, all for an affordable rate. Every hour that’s put into a project of this scale is an hour that is not being dedicated to servicing existing clients or searching for new ones.

Business continuity vendors, like Datto, have already done much of the work when it comes to designing a complete and robust solution. MSPs can leverage Datto’s advanced technology and industry expertise to provide their clients with the best solution possible at an affordable price point.

So before you make the leap into creating your own backup solution, assess each of the building blocks of business continuity and make sure you have a solid plan of action. If the endeavor becomes too costly or time consuming, have no fear, Datto is here.

Shannon Kohn is marketing and channel relations director at Datto Inc., a storage specialist that works closely with MSPs. Monthly guest blogs such as this one are part of MSPmentor’s annual platinum sponsorship. Read all of Datto’s guest blogs here.

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ManageEngine President Raj Sabhlok told me last week that the mobile device revolution had captured ManageEngine’s attention in a big way. And in a prepared statement on Feb. 7, Sabhlok predicted that tablet sales would “further entrench and complicate security, bandwidth use, and asset management in the enterprise.”

In response, ManageEngine is trying to help IT organizations manage the overwhelming number of mobile devices entering their networks, beginning with iOS devices. The company is extending its Desktop Central solution to mobile iOS devices, including security, asset and configuration management. ManageEngine also is extending its IT360 solution to the iPad, empowering MSPs and corporate IT administrators to manage IT infrastructures straight from the tablet. Lastly, ManageEngine will be unveiling a new user interface (UI) designed specifically for iPad users. The company plans to releases similar MDM solutions for other mobile operating systems, though no timetable has been given yet.

ManageEngine’s launch strategy seems sound. Think about it — there’s really no better place to launch an MDM solution than the World Mobile Congress, where companies will release scores of new smartphones and tablets, and MSPs and enterprise businesses will be looking for solutions to manage all of these new devices.

A growing number of MSP-centric software companies have introduced mobile device management capabilities. Two recent examples: Kaseya launched a mobile device management module in 2011, and Level Platforms is planning to offer MDM as part of its Managed Workplace 2012 launch.

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Zenith Infotech CEO Akash Saraf says the company will ship a BDR upgrade — known as BDR Generation 12 — next week. The solution is platform agnostic, meaning that MSPs can use any remote management and monitoring tool to manage it.

Also, Zenith Infotech is prepping a SmartStyle cloud upgrade that will support Microsoft Hyper-V virtualization. Zenith Infotech also is debating a potential name change for the platform but it sounds like SmartStyle will very likely remain the brand for this launch. The upgrade is similar in concept to the VBlock and VCE effort promoted by Cisco Systems, EMC and VMware. However, Zenith Infotech will continue focusing its cloud efforts on partners that support small and midsize businesses; there are no plans to counter Vblock within enterprise datacenters.

Saraf said the new SmartStyle release will cost more than previous releases. MSPs running existing SmartStyle systems will be able to make one-to-one exchanges for the new SmartStyle offering if they so choose. MSPs that make the one-to-one exchange will have to pay Zenith Infotech the price difference between the old and new SmartStyle releases, Saraf said.

Meanwhile, Zenith Infotech is starting to see Vu Telepresence — its video conferencing platform — gain some traction with MSPs. The traction began when Vu Telepresence introduced interoperability with third-party telepresence systems (Cisco, LifeSize, Polycom, etc.) in early November 2011, Saraf said.

On the business and debt front, Zenith Infotech continues to negotiate with bondholders but Saraf said he has no new developments to share. Bondholders took Zenith Infotech to court after the cloud company defaulted on a debt payment in September 2011. Media speculation about the debt default has quieted down dramatically in recent weeks.

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