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TRUST BUT VERIFY: The MSP Lesson on Documentation, API Keys, and Auditing | EP135

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Manage episode 514906745 series 3530204
Content provided by Justin Esgar and Eric Anthony, Justin Esgar, and Eric Anthony. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Justin Esgar and Eric Anthony, Justin Esgar, and Eric Anthony or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
This week, hosts Justin Esgar and Eric Anthony pull back the curtain on a recent crisis within Justin's company that highlights a universal MSP challenge: the dangerous intersection of trust, poor documentation, and automated billing.
Justin shares a raw, real-time story about discovering that custom API calls, built by a former programmer to connect HaloPSA with third-party resellers, had failed to update for months. This led to the company being shorted $60–$70 per month on a single customer — a problem likely compounding across multiple clients.
The hosts dive deep into the operational fallout: spending three hours trying to locate undocumented API keys and wrestling with missing configuration data. The discussion naturally evolves into the broader need for MSPs to implement a "trust but verify" culture. They stress that relying on a single employee’s assurance without operational or financial controls is a fatal flaw.
You'll also hear another cautionary tale: how a computer recycled four years ago suddenly reappeared and re-enrolled in their systems from China, exposing a critical gap in their hardware off-boarding process. This is a must-listen for any MSP owner, manager, or technician who wants to learn how to:
Mitigate risk when relying on proprietary API integrations.
- Establish controls to monitor for automation or vendor breakages.
- Implement documentation SOPs (Standard Operating Procedures) to capture critical business logic, even for internal projects.
- Watch the full episode on YouTube here: https://atmsp.link/YTpodcast
Listen on your favorite platform:
- Apple Podcasts: https://atmsp.link/applepodcasts
- Spotify: https://atmsp.link/spotify
- Audible: https://atmsp.link/audible
Connect with the Hosts:
Justin Esgar (Host, Owner/CEO of Virtua Computers): https://www.linkedin.com/in/justinesgar/
Eric Anthony (Founder and Producer): https://www.linkedin.com/in/esanthony/
Join the All Things MSP Community:
- Facebook Group: https://www.facebook.com/groups/allthingsmsp
- LinkedIn Page: https://www.linkedin.com/company/allthingsmsp/
- YouTube Channel: https://www.youtube.com/@AllThingsMSP
A huge thank you to our Premier Sponsors:
- Gozynta: atmsp.link/gozynta
- EasyDMARC: atmsp.link/easydmarc
- Nodeware: atmsp.link/nodeware
- Helpt: atmsp.link/helpt
- Compliance Scorecard: atmsp.link/compliancescorecard
- Movebot: atmsp.link/movebot
The All Things MSP podcast is a Biz POW LLC production.
  continue reading

139 episodes

Artwork
iconShare
 
Manage episode 514906745 series 3530204
Content provided by Justin Esgar and Eric Anthony, Justin Esgar, and Eric Anthony. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Justin Esgar and Eric Anthony, Justin Esgar, and Eric Anthony or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
This week, hosts Justin Esgar and Eric Anthony pull back the curtain on a recent crisis within Justin's company that highlights a universal MSP challenge: the dangerous intersection of trust, poor documentation, and automated billing.
Justin shares a raw, real-time story about discovering that custom API calls, built by a former programmer to connect HaloPSA with third-party resellers, had failed to update for months. This led to the company being shorted $60–$70 per month on a single customer — a problem likely compounding across multiple clients.
The hosts dive deep into the operational fallout: spending three hours trying to locate undocumented API keys and wrestling with missing configuration data. The discussion naturally evolves into the broader need for MSPs to implement a "trust but verify" culture. They stress that relying on a single employee’s assurance without operational or financial controls is a fatal flaw.
You'll also hear another cautionary tale: how a computer recycled four years ago suddenly reappeared and re-enrolled in their systems from China, exposing a critical gap in their hardware off-boarding process. This is a must-listen for any MSP owner, manager, or technician who wants to learn how to:
Mitigate risk when relying on proprietary API integrations.
- Establish controls to monitor for automation or vendor breakages.
- Implement documentation SOPs (Standard Operating Procedures) to capture critical business logic, even for internal projects.
- Watch the full episode on YouTube here: https://atmsp.link/YTpodcast
Listen on your favorite platform:
- Apple Podcasts: https://atmsp.link/applepodcasts
- Spotify: https://atmsp.link/spotify
- Audible: https://atmsp.link/audible
Connect with the Hosts:
Justin Esgar (Host, Owner/CEO of Virtua Computers): https://www.linkedin.com/in/justinesgar/
Eric Anthony (Founder and Producer): https://www.linkedin.com/in/esanthony/
Join the All Things MSP Community:
- Facebook Group: https://www.facebook.com/groups/allthingsmsp
- LinkedIn Page: https://www.linkedin.com/company/allthingsmsp/
- YouTube Channel: https://www.youtube.com/@AllThingsMSP
A huge thank you to our Premier Sponsors:
- Gozynta: atmsp.link/gozynta
- EasyDMARC: atmsp.link/easydmarc
- Nodeware: atmsp.link/nodeware
- Helpt: atmsp.link/helpt
- Compliance Scorecard: atmsp.link/compliancescorecard
- Movebot: atmsp.link/movebot
The All Things MSP podcast is a Biz POW LLC production.
  continue reading

139 episodes

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