The Daily Byte 👾

ConnectWise is buying zofiQ to inject agentic AI into the service desk. Translation: faster triage, smarter resolutions, and pressure on competitors to match. If you’re deep in ConnectWise, expect SOPs to shift fast — start planning where AI fits first.

Read the release for the full story.

Hot Headlines 🔥

🔒 Security & Threats: MSPs are still “ground zero” for attacks — supply chain targeting, credential theft, RMM abuse. Do the basics ruthlessly: lock down roles, enforce MFA, validate MDR visibility across tenants, and drill recovery.

➡️ Vendor Move: ControlUp launches “ControlUp for MSPs” focused on EUC monitoring and real-time health (Citrix/VMware/Windows 365). Good lever to tighten SLAs and unlock desktop experience upsells.

💻 Microsoft Channel: Pax8 drops its January roundup — licensing shifts, promos, training. CSP shops: use it to catch SKU or support changes before renewals cut margins.

☁️ Cloud Services: Sycomp enhances its Cloud Managed Services program. Expect more competitive packaging — if you partner or compete regionally, watch pricing and feature pressure in H1.

🔀 Cloud/Collab Shift: AWS reportedly tapped the Microsoft Teams founder to lead an “Amazon Quick Suite.” If this lands, UCaaS/collab wars heat up — watch cross-sell pressure against Microsoft 365 tenants and new motions for AWS resellers.

MSP Ops Corner

👩‍✈️ AI triage pilot (30 days): Route password resets, printer issues, and Teams/Zoom tickets to an AI-assisted queue. Track resolution time, first-contact fix, and technician touch counts. If metrics improve, expand to endpoint health checks and KB surfacing.

Set guardrails: data retention off, PII masking, human-in-the-loop on escalations.

The Channel Rumor Mill 💬

💬 The street is whispering: With ConnectWise leaning in on AI, expect other RMM/PSA vendors to roll out service desk copilots fast. Watch licensing — “included” AI can turn into per-seat add-ons that nibble margins by Q3.

Deals, Jobs & Opportunities 👀

📣 Pax8: Scan the January roundup for promos and training that impact CSP renewals and support escalations.

🚨 Distribution: With UCaaS/collab noise rising, ask distributors about early accelerator programs or MDF tied to new bundles.

☁️ Cloud MSPs: Sycomp’s updates may trigger regional incentives — compare packaging against your current offers before Q1 campaigns.

Tools We Love 🩷

🌱 Client-facing refresh: Update your security proposals to highlight MDR + immutable backup + tested recovery. Boards care about recovery time more than slideware. Make “time to recovery” a KPI and show the last successful restore test date in QBRs.

Meme of the Day 😎