By
Mendy Green
December 18, 2022
•
20 min read
Business
A Cloud Perspective
“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.
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
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By the [run]Book: Episode 13
Episode 13 of By the [run]Book walks through key updates including webhook queueing, profit visibility on invoices, metered items, billing template automation, and new compliance safeguards. While many changes are subtle, together they reduce friction in day-to-day operations and lay important groundwork for scale.
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Episode 13 of By the [run]Book dives into HaloPSA v2.206, a release packed with scalability improvements, billing accuracy upgrades, automation controls, and long-requested UI flexibility. Mendy and Robbie break down what’s new, what to enable (and what to be cautious with), and how these updates affect real-world MSP operations—from integrations and invoicing to load balancing and data governance. This episode is especially useful for MSPs managing growth, complex billing models, or high-volume integrations.
The following features stand out as the impactful changes in this release:
Incoming Webhook Service (Queueing) #794180 The new incoming webhook service introduces queue-based processing to prevent API rate-limit failures during high-volume events like invoice syncing. This is a major reliability upgrade for accounting integrations and lays the groundwork for safer, more scalable automation across Halo.
Items & Product Groups as Meters #1015992 Items and product groups can now be set as meters by default, simplifying setup for consumption-based services like Azure usage and backup storage. While meter period handling is still evolving, this is an important step toward more flexible usage-based billing.
Social Security Number Redaction #977591 Halo now supports automatic redaction of Social Security numbers and other sensitive data in tickets and actions. This adds an important layer of data protection and compliance, particularly for MSPs handling regulated or confidential information.
Automatic Reapplication of Billing Templates on New Contracts #791985 There is now an option to automatically reapply billing templates when you add a contract for a client, helping ensure billing consistency as agreements change. MSPs should enable this with care—client-level billing overrides should be avoided while templates are in use to prevent unintended resets.
Watch Now: By the [run]Book: Episode 13
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword.
Full Feature List:
Incoming webhook service now available | v2.206 #794180 | 1:48
This introduces a queue-based approach to webhook processing to reduce failures caused by rate limits during high-volume events.
You can now set a default Ticket Status for updates in the Jira Software and Jira Service Management integrations | v2.206 #1016865 | 6:08
Allows control over the ticket status applied when Jira pushes updates into Halo.
Item/Product Groups can now be set as Meters by default and Items/Product records can also be set as Meters | v2.206 #1015992 | 6:54
Enables default usage-based billing behavior on items and product groups.
Added an option to the Dynamics 365 CRM Integration to enable/disable Customer imports matching on Customer Name if not matched on GUID | v2.206 #1015264 | 8:52
Adds control over customer import matching behavior in the Dynamics 365 CRM integration.
Parameters have been added to the Device endpoint to allow a smaller response object to be returned | v2.206 #1013180 | 11:15
Adds parameters to limit the size of API responses.
A setting has been added to Advanced Configuration to include Automation Actions to populate the dollar variables starting with SLAHOLDACTION | v2.206 #1011801 | 16:20
Adds control over how SLA hold automation variables are populated.
$PRODUCTCODE can now be used on the Bill PDF lines | v2.206 #1011633 | 19:00
Allows product codes to be displayed on billing PDFs.
A setting has been added to Timesheet Management Configuration to control whether to include rounding/minimums etc as part of the Charge Hours calculations | v2.206 #1010247 | 19:08
Adds flexibility to how charge hours are calculated and displayed.
You can now exclude agents from being auto-assigned tickets at the team level. This prevents selected agents from receiving tickets via load balancing or round-robin | v2.206 #1006134 | 20:58
Allows specific agents to be excluded from team-level auto assignment.
Added an alternative method to send User information when using JWT User matching for the Embeddable Chat Widget | v2.206 #1003959 | 21:59
Adds another method for passing user identity into embedded chat.
Payment Method and Reference have been added as options when creating Payments | v2.206 #1003949 | 22:26
Adds additional metadata fields when recording payments in Halo.
Tiered Pricing set against Items will now be used for Recurring Invoice lines and will update when adding new lines or when the quantity changes on the line | v2.206 #1003580 | 23:40
Ensures tiered pricing is correctly applied to recurring invoice lines.
Profit will now show in the Totals area of Invoices and Recurring Invoices | v2.206 #1002932 | 24:28
Adds total profit visibility directly to invoices.
Added the option to automatically create a business application instance when creating a business application | v2.206 #1002472 | 25:57
Automatically creates an instance when a business application is added.
A setting has been introduced (Configuration > Tickets > General) so that when using the Ticket Type settings for Scheduled Load Balance, new Tickets will no longer be Load Balanced when there are unassigned open Tickets with the same Ticket Type | v2.206 #1000142 | 26:35
Prevents new tickets from skipping ahead of existing unassigned tickets.
You can now show/hide the User system ‘Title’ field in Screen Layout Profiles for the User entity | v2.206 #999579 | 28:26
Adds control over visibility of the User Title field.
It is now possible to link Quote lines to Customers directly so that when Sales Orders are created they are split by customer | v2.206 #992459 | 30:46
Allows quote lines to be associated directly with customers.
You can now use the ‘Configure a new chart’ option in dashboard widgets to create multi-series charts from a single data source | v2.206 #990930 | 31:51
Enables multi-series reporting in dashboards.
It is now possible to import Overriding Item/Price data during the XLS Item import | v2.206 #989129 | 33:24
Supports importing item price overrides via XLS.
You can now set grouped rows on Column Profiles to be collapsed by default | v2.206 #987019 | 34:59
Adds a default collapsed view for grouped report rows.
When importing Devices using the NinjaOne Integration it is now possible to choose only one Organization or All Organizations | v2.206 #985878 | 35:46
Adds organization-level filtering during NinjaOne device imports.
Descriptions can now be added to FAQ lists and displayed on the tiles in the End-User Portal | v2.206 #982214 | 36:30
Allows descriptions to be shown on FAQ tiles in the portal.
Added Load Balance settings to Team level | v2.206 #979706 | 38:00
Moves load balancing configuration to the team level.
Added option to redact Social Security numbers from Ticket and Action fields | v2.206 #977591 | 41:13
Adds automatic redaction of sensitive data.
You can now set defaults for Custom Tables in Ticket Templates | v2.206 #975276 | 43:04
Allows custom tables to be pre-populated via ticket templates.
Added Access Control to Qualifications | v2.206 #971200 | 43:12
Introduces role-based access control for qualifications.
Added a Chat flow step to update linked Ticket Custom Fields with preset values | v2.206 #968961 | 43:26
Allows chat flows to populate ticket custom fields automatically.
Added the setting ‘Disable automatic loading of all services upon accessing the Service Catalogue on the end user portal’ to Services settings | v2.206 #968377 | 43:39
Improves portal performance for large service catalogs.
Added a time zone field at ticket level | v2.206 #961858 | 43:55
Adds time zone awareness directly on tickets.
You can now grant role-based read and modify access to custom fields on custom tables | v2.206 #957609 | 45:19
Adds granular permissions for custom table fields.
Added a global setting to set a password expiry date for End-Users and Agents | v2.206 #956854 | 48:23
Adds global password expiry controls.
Added a use field for asset types | v2.206 #950383 | 48:42
Adds a “use” classification to asset types.
Added Canned Text Shortcuts | v2.206 #949683 | 49:17
Introduces keyboard shortcuts for canned text.
Introduced new settings to enable user out-of-office | v2.206 #947700 | 49:44
Adds out-of-office controls for users.
Expense are now audited | v2.206 #811502 | 51:38
Expense actions are now tracked for auditing.
Added Line Column Profiles for invoices, quotes, purchase orders and sales orders | v2.206 #831635 | 51:43
Adds column profile control at the line level for financial documents.
There is now an option to automatically reapply billing templates when you add a contract for a client | v2.206 #791985 | 54:10
Adds automatic reapplication of billing templates when contracts change.
Chapter-by-Chapter Discussion Questions for The Go-Giver by Bob Burg: Chapter Thirteen: Full Circle
What if “missing the goal” isn’t failure? In Chapter 13, Full Circle, Joe hits the quarter-end with nothing to show…until a final phone call reframes everything. This discussion guide explores identity vs outcomes, patience with growth, and awe as a skill worth practicing.
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About this Series
This discussion guide is part of Rising Tide’s Fall 2025 book club, where we’re reading The Go-Giver by Bob Burg and John David Mann.
If you’re just joining us, here are a few pages you’ll likely benefit from:
- Chapter One – The Go-Getter for an introduction on how to use these Discussion Questions
- Book Clubs, Conversations, and Curiosity for why we started a book club for a technical team here
Chapter Summary
In Chapter 13, Full Circle, Joe is finally met with the end of the quarter with nothing to show for his last-ditch efforts to learn and enact the 5 Laws of Stratospheric Success. After a conversation with Gus in which Joe resigns to the idea that perhaps it’s not about “what you accomplish…it’s who you are,” his phone rings. Perhaps the last week wasn’t a waste after all!
Discussion Questions
Use these open-ended prompts to guide reflection and conversation. Remember, there are no right answers!
- Joe doesn’t hit his sales goal by the deadline. How did that land for you? Did you expect a different outcome?
- Gus suggests that the real outcome might be who Joe became rather than what he accomplished. Do you buy that distinction? Why or why not?
- If this chapter ended without the phone call, would its message be stronger or weaker?
Rising Tide Input for your Consideration
- It’s easy to laugh at Joe for his expectations on a one-week timeline. Have you ever been in a situation where you expect immediate results and are disappointed when you don’t see them?
- Common saying, “People tend to overestimate what can be done in one year and to underestimate what can be done in five or ten years.”
- “The point is not what you do. Not what you accomplish. It’s who you are.”
- What did this part of the conversation make you feel?
- “The quiet felt almost as if it were alive. Motionless, but listening. It felt…receptive.”
- Has there been a moment where you’ve felt like the world was alive and full of possibilities? Through meditation? Traveling somewhere? Having an experience you’ve never had? Have you considered that sense of awe and wonder is a skill worth fostering?
About Rising Tide and our Book Club
Rising Tide helps MSPs and service-focused teams build better systems: the kind that align people with purpose.
Every Friday at 9:30 AM ET, we host Rising Tide Fridays as an open conversation for MSP owners, consultants, and service professionals who want to grow both professionally, technically, and emotionally. In Fall/Winter 2025, we’re walking through The Go-Giver, chapter by chapter.
If that sounds like your kind of crowd, reach out to partners@risingtidegroup.net for the Teams link.
Bring your coffee and curiosity…no prep required.
Chapter-by-Chapter Discussion Questions for The Go-Giver by Bob Burg: Chapter Twelve: The Law of Receptivity
In this chapter of The Go-Giver, Joe finally learns the Fifth Law of Stratospheric Success: Receptivity. What looks like a simple lesson about accepting help quickly becomes a deeper conversation about why service-oriented people struggle to receive at all!
Read post
About this Series
This discussion guide is part of Rising Tide’s Fall 2025 book club, where we’re reading The Go-Giver by Bob Burg and John David Mann.
If you’re just joining us, here are a few pages you’ll likely benefit from:
- Chapter One – The Go-Getter for an introduction on how to use these Discussion Questions
- Book Clubs, Conversations, and Curiosity for why we started a book club for a technical team here
Chapter Summary
In Chapter 12, Joe shows up for lunch at Pindar’s home, excited to meet the 5th mystery guest. Together, we learn the 5th law of stratospheric success: The Law of Receptivity, which Joe defines as “The key to effective giving is to stay open to recieving.”
Discussion Questions
Use these open-ended prompts to guide reflection and conversation. Remember, there are no right answers!
- Who did you think the fifth guest was going to be?
- Did you also imagine Rachel would be the guest?
- How do you feel when you give? How do you feel when you receive?
- Do you prefer one over the other? What stories or experiences shaped that preference?
- Some of our original commentary in the early chapters echoed this idea of receptivity. What if we give and get taken advantage of? Perhaps the question is, why are we giving and not allowing ourselves to also receive? Why are we giving without care for ourselves and what we should be giving ourselves?
- Why is receiving so hard for so many of us?
- Several folks in our group said some version of, “I’ll give everything, but I’ll take nothing,” and described feeling like they were taking from someone when they receive. What about you?
- Most of the people in our club said they like giving, and that it feels better to give! But, what if, when you refuse to receive: you are taking away that same good feeling from the potential giver?
- How might being more receptive change the way you work with clients or teammates?
- Jason reframed the Law of Receptivity as being open to opportunity, not just gifts: being willing to say “yes” when someone offers an intro, a collaboration, or a chance you didn’t plan for. Where have you seen that play out in your own career?
Rising Tide Input for your Consideration
- The Water Analogy – “Drink as You Pour”
- You may have heard it said, to “Drink as you pour.” Which is, as you are serving others, it is key that you also serve yourself and care for yourself so that you do not cause an imbalance.
- Imagine you have water in a basin:
- No input, no output = stagnation: If water just sits (no fresh water in, none out) it gets swampy and stagnant. No ideas, no giving, no creativity in or out means you can’t grow and adapt!
- Only output = propensity to run dry: If you’re always pouring out (time, care, energy, support) but never receiving, you eventually empty the well. You must refill with intention and consistency, cycles of burnout don’t help you establish your health and business!
- Only input = hoarding: If you only receive and never give, the “pool” can overflow or turn destructive, just like hoarded resources in a community. Cancer is a common phenomenon that consumes without thinking and without care. It destroys all.
- Where in your life are you stagnant, over-pouring, or hoarding and what would a healthier flow look like?
- Creativity, Physics, and the Oatmeal
- Kevin dropped a reference to an old comic from The Oatmeal about creativity being like breathing: you have to inhale (rest, experiences, inspiration) to exhale (make things, serve, create). That comic helped him accept that he has to refill if he wants to keep giving.
- Where do you notice “hyper-independence” in your life or work?
- As a group, we talked about how modern “luxury” is often framed as not needing anyone, and how we tend to prioritize independence over connection. Noone borrows a cup of sugar from a neighbor anymore, we just use Instacart! Where do you feel pressure to handle everything alone? Where is that actually hurting you or others?
About Rising Tide and our Book Club
Rising Tide helps MSPs and service-focused teams build better systems: the kind that align people with purpose.
Every Friday at 9:30 AM ET, we host Rising Tide Fridays as an open conversation for MSP owners, consultants, and service professionals who want to grow both professionally, technically, and emotionally. In Fall/Winter 2025, we’re walking through The Go-Giver, chapter by chapter.
If that sounds like your kind of crowd, reach out to partners@risingtidegroup.net for the Teams link.
Bring your coffee and curiosity…no prep required.