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Practical writing on MSP operations.

No thought leadership. Just useful material for people running MSP teams.

OperationsApril 7, 20266 min read

The Hidden Cost of L1 Tickets: What Most MSPs Do Not Measure

Most MSPs calculate ticket cost as salary divided by volume. That number understates the real figure by 2x or more. Here is the complete math.

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ProductMarch 12, 20265 min read

Suggestion vs. Execution: The Distinction That Determines Your Margins

AI tools that generate suggested responses still require a human to act on every one. That is not automation. It is a faster version of the same bottleneck.

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ProductFebruary 18, 20264 min read

48 Hours to Live: What Vrexo's Deployment Actually Looks Like

Enterprise software does not have to take months to configure. Here is what happens in the 48 hours before Vrexo starts resolving your tickets.

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