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New Changes at ConnectWise: Partner FAQ's

keyboard_arrow_down Why is ConnectWise joining forces with Continuum and ITBoost?

Ultimately, combining these teams is fulfilling the long-term vision of all three organizations. Driving market forces—most notably cybersecurity and a widening skills gap—are placing us on parallel and highly compatible paths, and the combined organization will provide a vital beachhead through which we can deliver a robust and integrated platform experience. What’s more, our three organizations’ combined automation, business intelligence, and predictive analytic capabilities will enable MSPs to more effectively filter, analyze, and drive action based on the increasing volumes of data flowing into their systems on a daily basis. These moves put more problem-solving resources, tools for efficiency, and fuel for growth in the hands of partners while transforming ConnectWise into a technology and services platform for the entire technology channelーfrom vendors to distributors to TSPs and their customers.

keyboard_arrow_down How do recent announcements affect ConnectWise partners? Continuum partners? ITBoost partners?

We are currently developing our plans to operate as a combined company and will continue to provide additional information as it becomes available. So, there will be no immediate changes to how the overlapping products are sold and consumed and you'll continue to work with the people you’ve been working with, using your current support systems and processes. Any potential changes will be communicated well in advance and the focus will be to increase operational efficiency for all of our partners.

keyboard_arrow_down How is this going to affect me today? What is going to change in the next three months, the next six months, and beyond?

Any changes will be communicated well in advance and the focus will be to increase operational efficiency for our partners. We are currently developing our plans to operate as a combined company and will continue to provide additional information as it becomes available. Please continue to work with people you’ve been working with, using current support systems and processes. Additionally, the platforms remain open ecosystems, so all systems will still integrate with other PSA vendors and we don't currently have any plans to force partners to use a particular platform. As we move forward, you will start to see features and integrations, and those things will be communicated to the partner base.

keyboard_arrow_down How should I communicate these announcements to my customers? Do you have any materials that I can use for this now?

We are currently evaluating possible messaging to help you with communicating to your clients if they learn about this merger. They key is that service to them will not change, and this is a merger of three of the best-in-class platforms which will only benefit them.

keyboard_arrow_down What is going to happen to overlapping products/offerings? What does this mean for the RMM product lines for both companies?

RMM is a cornerstone of any modern managed services practice—and with both self-managed and NOC-supported configurations and deployment options, partners are free to configure and leverage these capabilities however they see fit, with support for both hands-on and hands-off approaches depending on the nature of their business or varying client needs.

As we develop our go-forward strategy, the two RMM tracks will be maintained – one serves the do-it-yourself TSP (Automate) and the other serves the TSP looking for more of an RMM with a fully integrated managed services type approach(Command). We’ll have a more defined view of the product roadmap going into 2020 and will be actively communicating with all stakeholders to ensure a seamless integration and best-in-class offerings.

keyboard_arrow_down What does this mean for the new product updates announced at Continuum Navigate earlier this month and at IT Nation Explore this summer?

There will be no changes to the products or offerings in the short term. The products announced at Navigate will remain unchanged. We will be working to integrate the three companies and give partners access to the best products.

keyboard_arrow_down What will this do to service levels?

We have been making significant investments and improvements in service delivery—and that will not change. In fact, our new scale will give us greater ability to invest in products and services going forward. Together, we'll be able to deliver high value, affordable global support service options to our partners at scale, giving you more choices to grow your business and deliver even better experiences to your customers.

keyboard_arrow_down When will there be a combined product roadmap?

We are currently developing our plans to operate as a combined company and will continue to provide additional information as we work together to determine the best product roadmap for our customers and partners. So, there will be no immediate changes to the respective RMM products, Continuum Command, and ConnectWise Automate. We’ll have a more defined view of the product roadmap going into 2020 and will be actively communicating with all stakeholders to ensure a seamless integration and best-in-class offerings.

keyboard_arrow_down Will Continuum be getting rid of LogMeIn? / When are you getting rid of LogMeIn?

While we haven’t yet identified our long-term plans for every vendor relationship, we will be looking to optimize our respective platforms to provide the best possible products and services to our partners and their clients. We don't currently have a roadmap outlining these integrations but will provide additional details when available.

keyboard_arrow_down What about the security incidents that have persisted throughout the industry this past year? How does the combined organization plan to address this given your security offerings?

Both organizations have significant investments in cybersecurity. During integration, we will review all processes and tools to identify any gaps that need to be addressed and do so in a timely manner. For more security specific questions, please visit our security FAQ.

keyboard_arrow_down Does this mean that BrightGauge will now be included as part of ConnectWise Manage?

There will be no immediate changes to how the products are sold and consumed. If you’re interested in purchasing BrightGauge, you will need to speak with the BrightGauge representative as you would have before the acquisition. You can do this by visiting https://www.brightgauge.com/. We’ll have a more defined view of the product roadmap going into 2020 and will be actively communicating with all stakeholders to ensure a seamless integration and best-in-class offerings.

keyboard_arrow_down I just transitioned to the new pricing and packaging for my ConnectWise products. Will this impact the new agreement I just signed?

There will be no changes to the pricing and packaging models in the short term. We’ll have a more defined view of the product roadmap going into 2020 and will be actively communicating with all stakeholders to ensure a seamless integration and best-in-class offerings.

keyboard_arrow_down Is this going to have an impact on platform integrations I’ve established (the ConnectWise ecosystem)?

ConnectWise will continue to expand our extensive ecosystem of integrations and vendor partners. As we move forward, you will start to see features and integrations, and those things will be communicated to the partner base.

keyboard_arrow_down What is ConnectWise Engage, powered by Webinfinty?

When released in 2020, ConnectWise Engage will simplify the many vendor touchpoints, complexities, and “silos of chaos” that burden TSPs. ConnectWise Engage powered by Webinfinity will centralize these interactions by enabling access to multiple vendors through a single pane-of-glass.

keyboard_arrow_down What is the TSP-ISAO?

The TSP-ISAO is an independent sharing organization that analyzes information related to cybersecurity risks and incidents between and among its membership. It serves as the focal point for dealing with all cyber-threats to TSPs, and has an open invitation to all companies interested in obtaining membership. Please email info@tsp-isao.org for membership information.

keyboard_arrow_down Will there be changes to the ConnectWise leadership team?

ConnectWise CEO Jason Magee will lead our joint organization. Continuum’s eTeam will be well represented in the combined organizational leadership group. Currently, Tasos Tsolakis, who heads up a world-class services organization, will be leading the entire effort pertaining to the expansion and integration of our services capabilities. Geoffrey Willison will be leading the integration effort until it is successfully completed and will also carry the title and the responsibilities of Chief Operating Officer. Additional information about our combined organizational structure will be announced as details are finalized.

keyboard_arrow_down Will Continuum still hold its annual Navigate conferences?

We’re excited to roll Navigate into The IT Nation, a global community of peers, thought leaders, and experts, which hosts a variety of conferences and events each year. This will allow us to deliver even greater and more actionable experiences to previous Navigate attendees.

keyboard_arrow_down When can I expect more information?

We are in the process of organizing partner webinars with our leaders to keep you informed and we will be regularly communicating via email and through our portals with the most updated information. If you were not able to attend IT Nation Connect, we encourage you to watch the opening keynote. For immediate information, please contact IMO@ConnectWise.com.

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