On January 22nd, at 4 pm in the evening, a call came in to the Network Operations Center (NOC) of Shield Watch from one of its IT Managed Services clients, Rocky Creek Village, a renowned retirement community in Tampa, Florida. Garrett Mackey, one of the many Remote Engineers at Shield Watch, answered the call. Mike on the other side said “Garrett, I can’t access one of our files from the server, it seems like it is corrupted.” Following routine procedure, Garrett realized that this 50 employee healthcare facility has just been hit by Cryptolocker. Listen to the CEO of Shield Watch, Pratik Roychoudhury, talk about what happened next and how Kaseya’s RMM tool was central to their recovery efforts. <br><br>A Kaseya client since 2008, Pratik provides a unique perspective on how he chooses technology partners for his company and turns upside down conventional selection criteria based on product functionality, ease-of-use, etc. Pratik uses a People, Process, Technology and Evolution model as his defining criteria for partner selection and he likes to stick to partner decisions for the long haul and allows his employees to learn and evolve as the partner companies evolve. It is Kaseya’s ability to keep evolving and redesigning its service offerings to suit the changing needs of the MSP market that has enabled Shield Watch to partner with Kaseya for the last six years and to continue this partnership for many more years to come.

1. Case Study: Kaseya Helps Shield
Watch avert a major disaster for a
Senior Healthcare Facility
By:
Pratik Roychoudhury
CEO, Shield Watch

2. Agenda
• A Little History About Us
• The Cryptolocker Case Study
• The future of MSP?
• Our Bets
• Technology Vendor Selection – People, Process,
Technology, Evolution
• Why Kaseya?
• Comparison with the Competition
• Q&A
Obsessive IT Support

3. History About Us
1997 2000 2008 2009 2010 2012 2013 2014
Founding First Kaseya Web DEV VCIO Fails Full MSP MRR HaaS
MSP Client RMM+MSP Sales Funnel, +
Acq. Of Shield CLOUD
Watch, India
17 Years in Business
91% Client Retention
95% Customer Satisfaction Rating
97% Net Promoter Score
22 Employees in Tampa, 65 Employees in India
Obsessive IT Support

4. Case Study – Rocky Creek Village
48 Employees – Assisted Living Facility/HIPAA
Compliant
• Controller calls in to NOC with issue with unable to
open a file
• Help Desk Agent - Kaseya VSA – Investigation
• CRYPTOLOCKER – its verified! Ransom 3 Bitcoins
per machine
Obsessive IT Support
3:45
pm
3:47
pm
3:55
pm

5. Case Study – WAR ROOM
Remote War Team Commissioned– Mackey & Bibbs
On-Site Tactical Team Dispatched (4 Engrs.)
• Client Communication/Approval
• Kaseya VSA – Deactivate Server Network Card
• Kaseya VSA – Deactivate Workstation Network Card
• Kaseya Symantec Agent - Kicked off Virus Scan on each of the 45
machines
Obsessive IT Support
4:00
pm
4:02
pm
4:05
pm
4:07
pm
4:12
pm
4:10
pm

6. Case Study – Tactical On-Site Team (4 Engrs.)
• Go through all scan reports
• Quarantined the infected machine
• Started putting machines back on the network
• Started restoring the corrupted files from the VSS
• All Employees back to Work/Network Restored
• Infected Work Station Replaced with Imaged
Machine
Obsessive IT Support
4:25
pm
4:26
pm
4:40
pm
5:00
pm
5:20
pm
5:30
pm

7. Attack to Fully Restored in 1 Hr 45 Mins - What made it
possible?
• Access to RMM Technology Tools like Kaseya
• A DOCUMENTED Emergency Response & Disaster Recovery
Plan
• Effective Back Up Solutions
• Great People
• Lots of LUCK!
Obsessive IT Support

8. How we Choose
Our Technology Partner

9. The MSP Market
• SMB Market (below 100 employees)
• Hyper competitive
• Price Sensitive
• Likes Single Source Provider for all IT Needs
• Unilateral buying decision
• Slow to Cloud adoption
• Prefers Public Cloud vs Private Cloud but hates dealing with Public Cloud providers
• Capital constrained – HaaS; SPLA Licensing
• Likes Face2Face IT Help
• Mid Market (100+ – 1000 employees)
• Rapidly growing in the MSP model
• Structured Buying process
• Less qualified competition
Obsessive IT Support

10. Evolution of MSP – The Shield Watch View
Time
Reactive
Proactive
Reactive
Proactive
Reactive
Proactive
Time Time
Break
Fix
Hybrid
Remote
Monitoring
Large
Projects
Leasing
HaaS
On
Premise
Hybrid
Managed
Cloud
Monitoring Hardware Software/LOB
Applications
Obsessive IT Support

11. Our Bets – SMB Market (sub 100 Ees)
• HaaS
• Managed Hybrid Cloud
• Remote Monitoring + On-Site Maintenance
• VCIO – Alignment of IT Strategy with Business Objectives
• Centered around Value Creation & EXIT Strategy
• Web Development/LOB Application Development
• SEO/SEM
• HaaS + Cloud - Create Lasting Stickiness & Maximize LTV
(Long Term Value)
Obsessive IT Support

12. Our 4-D Approach to MSP
Obsessive IT Support
Business
Goals
Exit Strategy
Current IT
Infrastructure
Drivers of
Value Creation Balanced IT
Roadmap

13. The Shield Watch Way
• We became OBSESSIVE about IT SUPPORT – creates magical
results
• Service Delivery Methodology (H-A-L-T)
• Highly Responsive (RMM Tool)
• Automated
• Live Support – Help Desk/Named Remote Tech. for bigger companies
• Tangible - Reporting/On-Line Client Portal/Account Mgmt. Process
• Technology Roadmap Creation/VCIO Services bundled
• Web Development/Application Development/SEO-SEM
Obsessive IT Support

14. Partner Evaluation Criteria
• Company
Evolution
• Technology
Alignment
with MSP
Market Needs
• Strong
repeatable
processes
• Great people
build great
companies
People Process
EvolutionTechnology
Obsessive IT Support

15. Obsessive IT Support
Time
Creating
Value for
Clients &
Investors
The Maturity Curve
Band of Highest EBITDA
Multiplier
Effect of Evolution, M&A,
Investments, Mgmt. Change

16. The Kaseya Trajectory – What it means for us?
• Year 2000 – Revolutionary RMM Tool – Evolution 1
• Year 2006 – Advent into MSP Framework –
Evolution 2
• Year 2008 – Pricing Change to adapt to MSP Market
– Evolution 3
• Year 2013 – Founders Exit – PE Acquisition – New
Management Team - Evolution 4
• Year 2014 – Alignment with the future of MSP –
Evolution 5
Obsessive IT Support

17. Kaseya’s Bets
• Run by Business People who want to build great technology to solve
customer challenges and who understand Technology-Monetization vs
being run by Technologists who are enamored about Building Great
Technology
• Bring Best of Breed Solutions to the table – Helping us develop our MSP
strategy
• Embracing the Cloud
• Providing Innovative Solutions to help MSP providers move up the value
chain
• BYOD, Kaseya Traverse & Command 365
Obsessive IT Support

19. Kaseya vs Competitor
Kaseya
• High in MSP Evolution
Chain
• Several Automation Tools
come standard
• Product Alignment with
Our Future Strategy
• Kaseya Traverse, 365
Command, BYOD
• Virtual Engineer Services
Competitor
• Deeper into Technology
• High in Technology
Evolution but Low in
MSP Evolution
• Lack of BYOD, Cloud &
Office 365 Tools
Obsessive IT Support

20. Kaseya vs Competitor
Kaseya
• High in MSP Evolution
Chain
• Several Automation Tools
come standard
• Product Alignment with
Our Future Strategy
• Traverse, Office 365,
BYOD
• Virtual Engineer Services
Competitor
• Strategy – Deepen the
MSP Relationship
• Low in MSP Evolution
Chain
• Lack of Product
Alignment with our
Future Strategy
• Avoiding Discussions on
Cloud
Obsessive IT Support

21. Where do we go from Here?
• Align your service offerings with the target market not to what other MSPs are
doing – every market has its quirks
• Mid West
• East Coast
• South
• Align your business strategy with that of your main LOB Technology Partners -
CRITICAL
• Be forgiving towards Technology Partners – they are also evolving
• Think about Employee Evolution/Relationships before Switching RMM
• Find ways to create client stickiness – remember you don’t have to build it
all/Think Private Label
• Own the Client Relationship – Get Deeper into the client’s business strategy
Obsessive IT Support

22. Questions
Obsessive IT Support

23. Thank You
013
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