A Cloud Perspective

By  
Mendy Green
December 18, 2022
20 min read
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“Should my business be going to Cloud?”

This is one of the most popular questions that comes up in my conversations with clients, and like every other question I get, I like to answer it with “It depends”.

Before we can address this, we need to address the ongoing struggle between IT Professionals and Marketing Professionals. This was cleverly outlined in the classic Project Management meme

We won’t get too far into the specifics of this as Marketing can be a post all by itself, but suffice to say, the…let’s call it exuberance to sell something new, tends to make for overly aggressive messaging targeting the Stakeholders which does not generate tingly-friendly feelings on the people who actually have to implement, support, or answer questions about the technical specifics. This is true no matter if the “Expert” person is at your company or the company the marketing person is sitting at. If you need a further demonstration of what this looks like you can watch the skit on YouTube called “The Expert” which should give you an idea of what frame of mind to approach this question with

Keeping this in mind we need to immediately increase our level of skepticism when we hear about Cloud Computing (or really any new technology).

Let’s switch tracks for a moment. One of the things I always talk about is how there’s at least two sides to everything. Literally you can take a specific item, scenario, concept, etc. examine it and you’ll see two or more sides that reflect or are directly opposite to each other. In business finances for example we have Operating costs and Cost of Goods Sold (COGS). Traditionally Operating costs were made up of things like Rent for the office, Utilities, supplies and things like that. Supplies would include the cost of equipment (such as computers) Utilities would include cost of the internet and so on. COGS would be made up of how much money the business would need to spend, in order to provide the service that they offer. This is essentially two sides to the same thing (money being spent), but you track them separately because they help you break down the cost of running the business vs the cost of providing services.

In other words, Operating Expenses can be broken down to the point where you would assign a Per Dollar amount for each Employee that you have, and COGS would be broken down and assigned a Per Dollar amount for each Customer

Now let’s get back to the point of this. Cloud, like everything else, has 2 or more (way more actually) sides. There’s Infrastructure as a Service offerings, Platform as a Service, Software as a Service, and so on and so forth and all of these items get mixed up and placed into the “Cloud” category. If you dig into what Cloud actually is, you’ll find that it’s just…rented computers. Really. If you’re skeptical, you can read more on this here from one of the bigger software platforms on their reasons why they’re leaving the cloud.

The questions we’d want to answer so that we can determine if you should be moving to the cloud are as follows.

Would you be moving your Operating Expenses to the cloud or your COGS. Specifically, are you providing an online service to your clients that requires you to rapidly scale up if you were to grow, or that allows you to measure out the cost of running in the cloud against the number of users you’re servicing?

Running in almost any cloud has pricing that is broken down to the minute, generally speaking. This is one of the big things marketing likes to tout “Scale up or down as needed, so it’s very cost effective”. Cost effective compared to running them 24/7 sure, but not cost effective compared to buying hardware. Marketing is selling you on the idea that if you needed to turn down services, you can do rapidly and save money with it off, but if you never need to turn down services, and your scaling doesn’t happen rapidly, then you’re actually spending way more over the same period of time of hardware life. Up to 4 or 5 times the amount potentially.

Do you have a need either from a compliance standard or your own security policy for enhanced security, physical auditing, a requirement to be highly available or a guaranteed uptime of 4 or more 9s (99.99%)?

Here is where it starts making sense to consider, although the question of finding a datacenter that will rent you hardware or allow you to place hardware vs running in something like Google Cloud, Azure, or AWS is still debatable. In the end the level of redundancies that exist in the cloud or datacenter are harder to build (read, more costly) than using an infrastructure that is already built and essentially being shared. This isn’t a new phenomenon, if you’ve read my article on the MSP Business Fallacy, or even just paid attention in the world the idea of pooling resources to save on costs is a well-established and very successful pattern. This is something that can range on a spectrum from sharing power costs, to sharing full on hardware and running your services on segregated containerized workloads.

Are you concerned about control of your data. Specifically, does it matter to you if your data is physically on equipment that you solely own and control, or is your business okay with the data being placed onto equipment owned and controlled by a trusted Third Party

Data sovereignty is an important part of the equation, even if you do trust it to a third party, the question of which region and where it is physically located is still an issue. In the end the agreements you sign with vendors and clients state that the data you hold for them is your responsibility to protect and keep safe and you do not have the right to assign that responsibility to anyone else. These are all concerns that should be evaluated and addressed in your assessment of moving to cloud.

In the end there’s no real good right answer, as most of these questions are ones you’ll need to decide for your business. I’ve outlined a table below to help with the decision matrix, but it is still only just a suggestion.

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Mendy Green

I'm passionate about IT, driven by a dual love for solving complex problems and a commitment to transforming the stereotype of technical support into a positive and enjoyable user experience. For over 13 years, I've been deeply involved in the MSPGeek community, lending my expertise to various Managed Service Providers (MSPs), while also serving as the CTO at IntelliComp Technologies.

My journey in the tech world is fueled by a passion for teaching others. I find great satisfaction in imparting problem-solving and critical thinking skills, and offering practical guidance during the troubleshooting process. It's this enthusiasm for mentorship and improvement that led me to my current venture.

Today, as the founder of Rising Tide, I'm focusing on the MSP industry, dedicating my time to coaching and assisting both individuals and businesses. At Rising Tide, we're not just about providing solutions; we're about nurturing growth, fostering innovation, and building a community where everyone can rise together. Whether it's through hands-on problem solving or strategic planning, my goal is to make the IT experience not just efficient, but also empowering and enjoyable

See some more of our most recent posts...
August 19, 2025
8 min read

By the [run]Book: Episode 5

Episode 5 covers HaloPSA v2.192–v2.195 with updates on secure links, billable time, asset relationships, invoicing, and AI improvements for MSPs
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In Episode 5 of By the [run]Book, the crew digs into four HaloPSA releases in one session—covering versions 2.192 through 2.195. From new ways to share secure links and manage billable time to asset relationship mapping and invoice automation, this episode is packed with practical updates. If you’re an MSP looking to tighten processes, improve reporting, or explore Halo’s evolving automation and AI features, this one is worth the watch.

Watch Now: By the [run]Book: Episode 5

Report Guide Field | v2.192 #783026 | 3:19

Halo added a Report Guide field in the report designer for better context.

  • Supports descriptions, instructions, or context at the top of reports
  • Rich text formatting available
  • Great for AI-driven reporting and analyst clarity

One-Time Secure Message Links | v2.192 #768829 | 4:55

Send secrets safely with one-time secure links.

  • Links expire after a set period or views
  • Currently requires portal login, but more flexibility is coming
  • Helps replace tools like PW Push for sensitive info

Billable Time Recorded Field | v2.192 #763812 | 9:12

A new Billable Time Recorded column is available in ticket profiles.

  • Distinguish billable vs. total time logged
  • More accurate budget tracking against contracts
  • Avoid confusion around no-charge vs. billable work

Runbook <<halo_url>> Variable | v2.192 #762123 | 9:59

A new runbook variable for halo_url has been added.

  • Makes it easier to reference environment URLs
  • Useful for runbooks with API calls and integrations

Hide Quotations by Status | v2.192 #757332 | 11:03

Control which quotes appear on tickets/opportunities.

  • Hide expired or superseded quotes automatically
  • Prevents clients seeing outdated pricing
  • Review your quoting statuses for correct configuration

Disable SLAs | v2.192 #753297 | 14:22

A safer way to deactivate SLAs.

  • Checkbox allows disabling without deleting
  • Avoids breaking ticket configurations
  • Recommended over deletion for historical consistency

Invoice Reference in Bills | v2.192 #718191 | 15:37

Specify invoice references when creating bills from POs.

  • Adds clarity when reconciling bills against purchase orders

Closure Settings – SLA vs Normal Hours | v2.192 #699717 | 16:13

Set whether closure timers run on SLA working hours or calendar hours.

  • Prevents old tickets reopening after long periods
  • Best paired with portal-only reopen for true recurrences

Risk Scoring | v2.192 #514694 | 18:56

New risk scoring tool for change management.

  • Calculates risk based on multiple impact factors
  • Standardizes approvals and CAB discussions

Recurring Invoice Prorata Default | v2.192 #443946 | 21:13

A default configuration for prorata handling in recurring invoices.

  • Options for “all” or “all except monthly”
  • Saves manual work in billing setups

Asset Relationships | v2.193 #7793410 | 25:00

Expanded asset management capabilities.

  • Define dependencies and relationships (installed on, upstream, etc.)
  • Better for ITSM-focused MSPs and topology maps

“The Big One” Patch Button | v2.194 | 32:34

A mysterious patch button—covered lightheartedly in the episode.

Asset Custom Buttons per Type | v2.195 #829270 | 33:48

Custom buttons can now be restricted to asset type level.

  • Provides more control and avoids clutter in the UI

Invoice PDFs in Unpaid Tickets | v2.195 #823241 | 33:59

Unpaid invoice tickets now include the invoice PDF automatically.

  • Allows direct sending of the invoice as attachment
  • Simplifies automation for collections

Pending Closure Email Recipient | v2.195 #819257 | 41:50

Choose recipients for automatic emails on pending-closure tickets.

  • Flexibility in who receives closure notifications

User Permissions – Create vs Edit | v2.195 #882480 | 42:14

New permission level for user management.

  • Agents can create users but not edit existing ones
  • Reduces risk of social engineering attacks

Sales Orders Manual Completion | v2.195 #834419 | 44:15

Sales order lines must now be marked complete manually (optional).

  • Avoids premature auto-closure when steps remain

Runbook SQL Test | v2.195 #839089 | 46:26

Runbook steps with SQL can now be tested directly.

  • Major speed boost for building and debugging runbooks

AI Improvements – Context Hints | v2.195 #812354 | 48:44

AI field suggestions now appear inline as context hints.

  • Reduces clutter vs. separate panels
  • Can be toggled at ticket type or action level

Microsoft Entra ID Access Control | v2.195 #714899 | 53:20

Added access controls to the Entra ID integration.

  • Controls who can configure/edit the integration

Custom Table SQL Import Improvements | v2.195 #739256 | 55:25

Enhanced SQL imports for custom tables.

  • Larger row imports supported
  • Pagination and filtering options added

July 2, 2025
8 min read

Introducing Rising Tide Proactive Support

Drowning in half-used features, minor bugs, and admin tedium? Proactive Support is Rising Tide’s monthly check-in plan built for MSPs already using HaloPSA, Hudu, or Rewst—designed to help you stay in control without spinning up a full project every time.
Read post

Built for Busy MSPs: Why We Created Monthly Support

While we pride ourselves at Rising Tide on being clever, we didn’t make this up on our own.

Over the past year, multiple clients told us the same thing in different ways:

“We don’t need a full-on consulting. We just need someone to help us stay on top of the tools we already have.”

“Can you set aside time each month to tell us what’s working, what’s not, and what we should actually do next?”

“Honestly, I just want to know if anything’s falling through the cracks.”

MSPs weren’t talking about emergencies. They meant the small stuff. The not-yet-broken-but-might-be. The features that got launched but never rolled out. The bugs they forgot to follow up on. The process that made sense when they built it... but not anymore.

So we listened and built out our Monthly Support offerings for teams like yours. Support that pays attention, leveraging the best of Rising Tide to make the best of your systems. It’s not reactive. It’s not rushed. It’s not about being broken. It’s about staying in control, without wasting time figuring out where to start.

What You Get Each Month

Designed for Rising Tide clients who’ve already implemented tools like HaloPSA, Hudu, and Rewst, and just want to keep things running smoothly without spinning up a full project or workshop every quarter.

Here’s what our Monthly Support looks like in practice:

1. Systems Health Review

A short, focused check-in on the systems you want our guidance on. for:

  • Are automations running like they should? 
  • Are there missed SLAs or ticket pileups that can be fixed with better workflows?
  • Are there any underused (or over-complicated!) features?

You’ll walk away with a small, clear action plan that you can execute on your own or leverage the Rising Tide team to complete.

2. Feature Release Briefing

We read the release notes so you don’t have to. You’ll get:

  • Highlights of what’s new
  • Suggestions for features worth trying and what isn't
  • Warnings about what’s likely to break or change

3. Vendor Liaison Support

We’ll chase the vendor on your behalf. That includes:

  • Logging and tracking bug reports
  • Validating bugs and escalating to dev teams directly.
  • Identifying workarounds and assisting in implementation.
  • Following up on feature requests or stuck tickets
  • Communicating feature requests clearly (and tracking them)

4. Immediate Error Support

If something breaks in a tool we’ve implemented or documented, we’ll:

  • Help triage and fix it
  • Identify if it’s a vendor issue
  • Tell you clearly if it needs escalation into a project

5. Virtual Admin

Hand Rising Tide the recurring and tedious-but-necessary tasks tied to administrative upkeep inside your platforms like: 

  • Creating/cleaning up ticket templates or categories
  • Building or formatting documentation templates
  • Cleaning up old or unused ticket types, custom fields, etc.
  • Applying updates or light data clean-up to SOPs, templates, invoices, etc.
  • Quick updates to HaloPSA workflows, permissions, roles, agents
  • Simple HaloPSA report needs and changes to existing reports
  • HaloPSA Integration mappings and Halo Integration errors

What Monthly Support is Not

To be clear, the Rising Tide Proactive Support Plan is not consulting. Proactive Support is only for systems we’ve implemented and reviewed. It doesn’t include:

  • New tool or system implementation
  • Redesigning workflows or processes
  • Training or onboarding
  • Deep reporting or strategic planning

If we find something that should be a project, we’ll tell you and help you decide how you would like to move forward.

Pricing

Monthly Support at Rising Tide is available in two flavors: Foundations and Catalyst.

Foundations

$900/mo

The Foundations package is for MSPs who need steady, expert support to keep their tools working well, especially when system updates can throw a wrench in those plans. It’s perfect for teams who want someone to keep an eye on things, flag issues early, and offer helpful next steps without having to ask.

Rising Tide consultants will proactively review your systems, follow up with vendors, handle small fixes, and make sure nothing slips through the cracks. It’s a lightweight, low-friction way to stay on top of your platforms and make sure they keep delivering value.

Catalyst

$3500/mo

The Catalyst package is the Foundations package expanded for MSPs who want hands-on, high-touch support with structure. You’ll get 10 hours per month, including up to four scheduled weekly calls, priority scheduling, and deeper involvement from your Rising Tide consultant. This isn’t just support when you ask for it — it’s active partnership.

We come prepared with recommendations, process improvements, and a plan to help you get the most out of your systems. Catalyst is for teams ready to make consistent progress without needing to manage the support relationship.

Let’s Be Real

The goal isn’t to keep you dependent on us. It’s to help you feel like you’re on top of your systems instead of under them.

We’ll help you spot friction before it becomes fire, surface fixes you might’ve missed, and give you the clarity to act, delegate, or table things with confidence.

Ready to add Monthly Support?
Contact Rising Tide Consulting Today.

August 5, 2025
8 min read

By the [run]Book: Episode 4

By the Run Book dives into HaloPSA v2.192 — from holiday approval tweaks and smarter contract scheduling to AI suggestions, new security controls, and Robbie’s Quick Ticket app for lightning-fast ticket logging.
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In Episode 4 of By the Run Book, the team digs into HaloPSA v2.192 with a mix of technical deep-dives and practical tips for MSPs. Robbie and Mendy walk through improvements in holiday approvals, contract schedule plans, and important security updates like webhook authentication. They also explore quality-of-life changes in ticket type restrictions, AI suggestions without an AI license, and new admin mode controls. To wrap up, Robbie demos his “Quick Ticket” browser extension for lightning-fast ticket creation without breaking your workflow. Whether you’re streamlining internal processes, tightening security, or speeding up ticket logging, this release has something to improve your day-to-day.


Watch Now: By the [run]Book: Episode 4
Robbie's Quick Tickets: Halo Quick Ticket - Microsoft Edge Addons

Multiple minor improvements to Holiday Approvals | v2.192 #948186 | 3:55

  • Shows balance in days/hours instead of decimals
  • Approval screen now displays holiday details
  • Fix for approval from holiday record failing

Multiple minor changes to improve Contract Schedule Plan functionality | v2.192 #947953 | 7:01

  • Easier setup for scheduled contract work
  • Tracks allocated vs. remaining hours
  • Still manual for recurring hour replenishment

Federated credentials update endpoint | v2.192 #937555 | 13:40

  • API endpoint to update federated credentials more easily

Quotation Config: remove whitespace from signature image | v2.192 #937347 | 14:30

  • Option to trim white background from customer signature images

Ready for Invoicing filter applies to other billable entities | v2.192 #937175 | 17:17

  • Top-level Customer criteria now carry over to other billable entities
  • Ignores other non-applicable filter criteria

Integration and webhook improvements | v2.192 #936110, #936402, #936998, #936862, #936739 | 19:34

  • Various integration updates including webhook authentication

Charge Rate restrictions at Ticket Type | v2.192 #933938 | 22:17

  • Restrict allowed charge rates for specific ticket types

AI Suggestions without AI integration | v2.192 #923472 | 24:48

  • Use AI Suggestions feature without enabling AI integration

Admin Mode security improvement | v2.192 #909530 | 31:55

  • Requires 2FA to enable Admin Mode
  • Adds audit logging of activations

Load Balance limits by Team | v2.192 #898859 | 35:52

  • Limit tickets assigned via load balancing per team

Forecasting Module improvements | v2.192 #883797 | 36:00

  • Enhancements to AI-based forecasting for tickets, hours, and reports

Enabled for Instances option | v2.192 #882671 | 39:05

  • Limit notifications, webhooks, and runbooks to specific instances

Disable editing of config-tracked entities | v2.192 #882664 | 39:32

  • Prevent editing config-tracked entities directly in production

Sprints for config tracking | v2.192 #882648 | 40:26

  • Group config changes into deployable sprints

Filter ticket types on New Ticket screen by group | v2.192 #858227 | 41:40

  • New ticket screen can be filtered by Ticket Type Group

Show/hide more User system fields in Screen Layout Profiles | v2.192 #856243 | 47:20

  • Added more User fields to show/hide controls

Add new Contacts on Opportunities | v2.192 #840296 | 47:46

  • Add contacts directly from existing opportunities

Owners and Assets in article query builder | v2.192 #836009 | 48:06

  • Owners and Assets now reportable in article queries

Added $-LOGGEDINAGENTSIGNATURE variable | v2.192 #831158 | 48:15

  • Variable for logged-in agent’s signature

Unit prices in Product Bundles on Quotes | v2.192 #823474 | 48:53

  • Show per-unit price when group quantifier enabled

Restrict creation of new article tags | v2.192 #822558 | 49:48

  • Only allow selecting from existing article tags

Primary agent, secondary agent, and account manager as additional agents | v2.192 #821136 | 49:57

  • Option to add these roles as additional agents when logging a ticket

Countersign Quotations | v2.192 #820956 | 53:04

  • Allow countersigning of quotations before finalizing

Prefix for $ variables with data | v2.192 #793305 | 53:55

  • Prefix only appears if variable contains data

Halo Quick Ticket extension demo | 55:21

  • Robbie’s Edge/Chrome extension for quick ticket creation
  • OAuth setup with Halo, select fields, and complete on creation