Stop Leaving Money on the Table: Pricing, Packaging & Profitability for MSPs
Presenters:
Thursday 14 May
20:00
8:00 PM · 59m
America/New_York
MSPs love saying they want to grow. But most price like they're scared of their own invoice.You discount too early. You package too vaguely. You sell support instead of outcomes. Then every new client feels like a margin hostage situation, and you wonder why.Kyle Christensen, Co-Founder of Empath, is dropping into the OpenMSP community to break it down.What we're covering: Why most MSP pricing problems are actually positioning problems How weak packaging creates scope creep before the deal is even signed Why your stack matters way less than you think How to stop selling a pile of services and start selling clear business outcomes (the kind that are easy to sell, and easy to sell a lot of) This isn't theory. It's the stuff that shows up on your P&L, your service desk, your sales calls, and your sanity.If you're tired of being busy, growing, and somehow still wondering where the money went, come hang out. Worst case, you walk away with one pricing tweak that pays for the next year of your stack.
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Frequently Asked Questions
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AI MSPMSPs use AI to triage and route tickets, cut alert noise, schedule patches, assist L1 security work, and draft client reports. Kaseya's 2025 benchmark found 30% already use it to eliminate tedious tasks, with ticket triage the most common starting point.
What AI Tools Do MSPs Use?
AI MSPMost MSPs start with AI features inside their existing PSA, RMM, and ticketing systems rather than standalone products. Common categories include AI ticket triage, alert correlation, scripting assistants, and AI-native all-in-one platforms like OpenFrame that run intelligence across the whole stack.
Where Should an MSP Start With AI?
AI MSPStart with a readiness assessment, not a tool purchase. Confirm your ticket history is clean and your RMM, PSA, and monitoring systems connect. Then pick one high-volume, low-risk workflow, usually ticket triage, and pilot it on internal tickets before any client sees it.
Which Tasks Should an MSP Automate First?
AI MSPAutomate high-volume, low-risk tasks first. Ticket triage and alert noise reduction top the list because they run constantly and a human still resolves the underlying issue. Save security approvals, billing changes, and client-facing actions for later, always with a human in the loop.
Will AI Replace MSPs?
AI FOR MSPSNo. AI automates routine tickets, patching, and monitoring, but trust, accountability, and complex business judgment still need people. The future of managed services moves technicians from closing tickets to advising clients, which makes the human role more valuable, not obsolete.
How Does AI Change MSP Margins?
AI FOR MSPSAI decouples revenue from headcount. When automation handles routine work, labor costs grow slower than revenue, so margins expand as you scale. The 2026 Kaseya report found 53% of MSPs already automate ticketing, patching, and monitoring to protect margin.
How Does Predictive Monitoring Differ From Threshold Monitoring?
AI INFRASTRUCTUREThreshold monitoring fires alerts when a metric crosses a fixed line, regardless of context. Predictive monitoring learns each system's normal behavior and flags deviations early, catching slow failures like memory leaks weeks before a static threshold would trip.
What Is AIOps for MSPs?
AI FOR MSPSAIOps, or AI for IT operations, applies machine learning to monitoring data to correlate alerts and predict failures before downtime hits. Industry figures put the impact at roughly a 30% reduction in downtime and up to 50% faster ticket resolution.
What Is Auto-Remediation in Managed Infrastructure?
AI INFRASTRUCTUREAuto-remediation means the platform executes known fixes itself, like restarting hung services, clearing temp files, or retrying failed backups, then logs and documents the action. It typically covers the predictable majority of level-one infrastructure issues while escalating anything requiring judgment.
What Is Agentic AI in Managed Services?
AI FOR MSPSAgentic AI is software that takes multi-step actions toward a goal, not just answering a prompt. In an MSP, it can work a ticket from intake to resolution, classifying, prioritizing, and resolving level-one and level-two issues, escalating to a human only when needed.