“It was a digital disaster of epic proportions, threatening to bring our operations and that of our clients to a grinding halt.”
“This experience underscored the critical importance for having reliable disaster recovery solutions in place. It was a potential catastrophe, but we turned it into a powerful success story and one we often share with the MSP community to educate them,” said Cioffi.
Defining moments.
We’ve all had them.
They are the milestones we remember as great triumphs --- or, in this case, as nightmares.
The journey is often filled with adversity and inevitably divides our lives into: "before that happened" and "after that happened."
The Before: A Defining Moment for Progressive Computing
It was July 2021 – a date that will live in infamy for Robert Cioffi, CTO & Co-Founder for Progressive Computing. Progressive Computing found themselves in the midst of a true worst-case scenario. A zero-day exploit in the Kaseya VSA platform unleashed a ransomware attack that compromised 100% of their customers' systems, including approximately 250 servers.
“It was a digital disaster of epic proportions, threatening to bring our operations and that of our clients to a grinding halt.”
However, armed with ConnectWise's robust x360Recover technology, they turned this nightmare into a testament of resilience, restoring all systems to full operational capacity without losing any data.
The After: A Return to Normalcy and Advocacy
Cioffi credited ConnectWise's x360Recover technology for their ability to restore all infected servers to a 100% operational state, with no data loss. Cioffi explained that his company has always used ConnectWise's platform.
He emphasized, that his business model “relies on a consistent technology stack, and any change would be a complete switch rather than piecemeal adjustments. This consistency has contributed to his confidence in ConnectWise's x360Recover solution, even if it doesn't translate into easily quantifiable metrics.”
Cioffi has shared his story on many stages, emphasizing the importance of transparency and community support in overcoming such challenges.
“I believe that discussing these experiences openly helps the community become better prepared and resilient. After the ransomware incident, we stopped using Kaseya VSA and partnered with ConnectWise instead.”
Cioffi specifically recognized and appreciated the support and resources provided by Jason Magee, ConnectWise's CEO at the time. “Jason's empathy and generosity during the crisis left a lasting impression on me, reinforcing my positive view of ConnectWise.”
In addition to ConnectWise x360Recover, Progressive Computing use ConnectWise's PSATM and other products like BrightGaugeTM to help him power his business operations.
Recovery: On All Fronts
The road to recovery for Cioffi, personally, and for Progressive Computing has been long and arduous, taking weeks, months, and even years, but Cioffi highlighted the strength and reliability of ConnectWise's technology.
“This experience underscored the critical importance for having reliable disaster recovery solutions in place. It was a potential catastrophe, but we turned it into a powerful success story and one we often share with the MSP community to educate them,” said Cioffi.
Joining Forces: ConnectWise and Axcient
Cioffi, a partner with ConnectWise for over 15 years, agrees that there are concerns about any merger, acknowledging potential negative impacts such as service level drops, integration issues, and price increases, which are common in such corporate unions. However, Cioffi views the situation with cautious optimism. He emphasized the importance of Axcient's people and culture, which he hoped would positively influence ConnectWise.
Cioffi values “ConnectWise’s commitment to active listening and responsiveness to partner feedback,” a quality he knows will continue post-merger. To illustrate ConnectWise’s dedication to partner engagement, Cioffi shared an example of their active listening.
“Some years ago, I challenged ConnectWise to implement a scorecard system to track and report on the progress of changes discussed during partner meetings. They adopted this approach, providing transparent updates on their commitments, whether they were successful or not.”
This transparency, according to Cioffi, “was woven into the fabric of ConnectWise’s culture, ensuring it survived despite natural turnover in personnel.”
Highlighting ConnectWise x360Recover’s Unique Features
ConnectWise’s x360Recover technology stands out for its reliability and effectiveness, as demonstrated by Cioffi's experience during the ransomware attack. The ability to restore all infected servers to a 100% operational state with no data loss is a testament to the robustness of ConnectWise's solutions.
ConnectWise's commitment to active listening and partner engagement is another unique feature. By implementing a scorecard system to track and report on the progress of changes discussed during partner meetings, ConnectWise ensures transparency and accountability. This approach fosters a culture of continuous improvement and responsiveness to partner needs.
The company's dedication to maintaining a strong partner culture, even amidst personnel changes, highlights its focus on long-term relationships and trust. ConnectWise’s ability to integrate partner feedback into their operations and maintain high service levels is a key differentiator in the industry.
Overall, ConnectWise’s unique features, including its reliable x360Recovery technology, commitment to active listening, and strong partner culture, make it a valuable partner for businesses seeking robust and responsive disaster recovery solutions.
