Multi-Tenant MSP Services

Overview

Managed Service Providers (MSPs) face unique challenges in delivering comprehensive backup, security, and management services to multiple clients efficiently and profitably. Soteria Cloud's multi-tenant MSP solution, built on Acronis Cyber Protect Cloud and hosted in Teraco's Johannesburg and Cape Town data centers, provides South African MSPs with a unified platform for delivering cyber protection services to dozens or hundreds of clients through a single console, with custom branding, delegated administration, per-client reporting, and flexible billing—all while maintaining data sovereignty and POPIA compliance.

The MSP Challenge

Traditional MSP service delivery involves significant complexity:

Tool Sprawl - Managing separate backup, antivirus, RMM, patch management, and security tools
Per-Client Complexity - Each client requires separate configuration, monitoring, and reporting
Licensing Overhead - Complex licensing models and vendor relationships
Thin Margins - High operational costs reduce profitability
Scalability Limits - Adding clients requires proportional increase in staff and infrastructure
Compliance Burden - Meeting POPIA and other regulations for multiple clients
Competitive Pressure - Clients demand comprehensive services at lower prices

Soteria Cloud's MSP Solution

1. Unified Multi-Tenant Platform

Single Console - Manage all clients from one web-based interface
Tenant Isolation - Complete separation between client environments for security and compliance
Hierarchical Management - Partner → Customer → Unit structure supports complex organizational hierarchies
Delegated Administration - Grant clients access to their own tenant with appropriate permissions
Custom Branding - White-label the console with your MSP's logo, colors, and domain

2. Comprehensive Service Portfolio

Backup & Disaster Recovery - Protect servers, workstations, VMs, and cloud workloads
Microsoft 365 Backup - Exchange Online, SharePoint, OneDrive, Teams protection
Endpoint Security - NGAV, EDR, ransomware protection, vulnerability assessment
Email Security - Anti-phishing, anti-malware, BEC detection, archiving
Data Loss Prevention - Prevent sensitive data exfiltration
Patch Management - Automated patching for OS and 200+ applications
Remote Monitoring & Management - Remote access, system monitoring, alerting
File Sync & Share - Secure file collaboration for clients

3. Operational Efficiency

Automated Onboarding - Quickly provision new clients with templates and policies
Policy Templates - Reusable protection policies across clients
Centralized Monitoring - Single dashboard shows status across all clients
Automated Alerting - Proactive notifications for issues requiring attention
Bulk Operations - Apply updates, patches, or policies across multiple clients simultaneously
API Integration - Integrate with PSA (ConnectWise, Autotask) and billing systems

4. Client Reporting & Transparency

Per-Client Dashboards - Clients can view their own protection status
Automated Reports - Scheduled reports delivered to clients via email
Custom Report Branding - Reports feature your MSP's branding
Executive Summaries - High-level reports for client management
Technical Details - Detailed reports for client IT teams
Compliance Reports - POPIA, ISO 27001, and other compliance documentation

5. Flexible Billing & Licensing

Usage-Based Pricing - Pay only for what you use; scale up/down as needed
Per-Workload Licensing - Simple per-endpoint or per-user pricing
Storage Consumption - Transparent storage pricing with no hidden fees
Flexible Billing Models - Support for monthly, annual, or custom billing cycles
Client Billing Integration - Export usage data to PSA/billing systems
ZAR Pricing - Pricing in South African Rand simplifies client billing

How MSP Services Work

Phase 1: MSP Onboarding

Soteria Cloud provisions your MSP partner account
Configure custom branding (logo, colors, domain)
Set up billing and licensing preferences
Create policy templates for common client scenarios
Integrate with PSA/RMM tools if desired

Phase 2: Client Onboarding

Create new client tenant in partner console
Apply appropriate policy templates
Deploy Acronis agents to client endpoints and servers
Configure backup destinations (cloud, local, or hybrid)
Set up monitoring, alerting, and reporting
Grant client access to their tenant (optional)

Phase 3: Service Delivery

Monitor all clients from centralized dashboard
Respond to alerts and incidents proactively
Perform regular maintenance (patching, updates, DR tests)
Generate and deliver client reports
Adjust services as client needs evolve

Phase 4: Billing & Growth

Export usage data for client billing
Review profitability by client and service
Identify upsell opportunities (additional services, more endpoints)
Scale operations by adding more clients without proportional cost increase

MSP Service Tiers

Tier 1: Essential Protection

Backup for servers and workstations
Basic antivirus protection
Monthly reporting
Ideal for: Small businesses with basic protection needs

Tier 2: Advanced Security

Backup and disaster recovery
NGAV + EDR security
Patch management
Remote monitoring and management
Weekly reporting
Ideal for: Growing businesses requiring comprehensive protection

Tier 3: Complete Cyber Protection

All Tier 2 services plus:
Email security and archiving
Data Loss Prevention
Microsoft 365 backup
File Sync & Share
24/7 monitoring and support
Daily reporting and compliance documentation
Ideal for: Enterprises with strict compliance and security requirements

Key Benefits for MSPs

Reduced Operational Costs - Single platform eliminates multiple tool licenses and training
Improved Margins - Lower costs and operational efficiency increase profitability
Faster Onboarding - New clients provisioned in minutes, not days
Scalability - Grow from 10 to 1000 clients without proportional cost increase
Competitive Differentiation - Comprehensive service portfolio attracts and retains clients
Client Retention - Integrated services create stickiness and reduce churn
Upsell Opportunities - Easy to add services to existing clients
Compliance Support - POPIA-compliant infrastructure and reporting
Local Infrastructure - Teraco data centers provide data sovereignty for SA clients

Success Metrics for MSPs

Client Acquisition Cost (CAC) - Reduced through efficient onboarding
Monthly Recurring Revenue (MRR) - Predictable revenue from subscription services
Gross Margin - Improved through operational efficiency
Client Lifetime Value (CLV) - Increased through comprehensive service portfolio
Churn Rate - Reduced through integrated services and client satisfaction
Technician Efficiency - More clients managed per technician
Mean Time to Resolution (MTTR) - Faster incident response through unified platform

Best Practices for MSPs

Standardize on policy templates to ensure consistent service delivery
Automate as much as possible (alerting, reporting, patching)
Provide clients with self-service access to their tenant for transparency
Deliver regular reports to demonstrate value and justify fees
Proactively monitor and respond to issues before clients notice
Conduct regular DR tests for clients to ensure recovery readiness
Use compliance reports to upsell security services
Integrate with PSA tools for seamless ticketing and billing
Maintain clear SLAs and communicate them to clients
Continuously educate clients on cyber threats and protection value

Why Choose Soteria Cloud for MSP Services

Purpose-Built for MSPs - Multi-tenant architecture designed for service provider needs
Comprehensive Platform - Backup, security, and management in single solution
South African Infrastructure - Teraco JHB/CPT data centers provide local data residency
POPIA Compliance - Help clients meet South African data protection requirements
Flexible Pricing - Usage-based model aligns costs with revenue
Local Support - Soteria Cloud's team supports your MSP business
Proven Platform - Acronis Cyber Protect Cloud trusted by thousands of MSPs globally
Scalable - Grow your MSP business without infrastructure constraints