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5 Ways to Improve Your MSP Service Level Agreement (SLA)

Featured Post

5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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Hunter Smith

As Chief Information Officer (CIO), Hunter is expected to take Continuum's IT operations to the next level of performance as our company continues its rapid growth and expansion. Most recently, Hunter served as Senior Vice President and Chief Technology Officer for Acadian Asset Management. Prior to Acadian, Hunter held positions at Plymouth Rock Companies as Director of Enterprise Technology Services as well as positions at Hobbs/Madison, MFS Investment Management and CSC Consulting. Hunter has a bachelor’s degree in computer science from Dartmouth College. He is responsible for all IT resources for Continuum’s U.S. and India locations.

Recent Posts

Protect Yourself and Clients from Malware

Posted by Hunter Smith on November 30, 2017

"Attention! We've detected malicious activity on your computer. Download antivirus now."

Spyware, Keyloggers, Scareware (described in example above), Ransomware and more. It seems like malware, or malicious software, lurks around every corner of the Internet, be it in a threatening email attachment or false online advertisement. There are now newer, subtler ways for your clients to have their personal data stolen, and few will be able to detect the warning signs of the various types of malware attacks before the damage is done and the data is lost. It is time to teach yourself and your clients how to prevent malware from causing unnecessary problems on your computers and servers.

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Topics: Data Protection, Backup and Disaster Recovery, Mobile Device Management and IT Mobility, Cybersecurity and Threat Management

6 Important OS Hardening Steps to Protect Your Clients

Posted by Hunter Smith on November 9, 2016

6 Important OS Hardening Steps to Protect Your Clients.jpg

According to the 2016 Duo Trusted Access Report, fifty-three percent of Mac OS users are running either the fully patched, latest version of OS X, or the previous version, compared to thirty-five percent of Windows users on Windows 10 and 8.1. That means the majority of these operating systems are outdated.

As you know, proper patch management is critical to protecting client data and uptime, but it's just one of many security considerations. With Ransomware-as-a-Service and Angler, Bedep and Neutrino exploit kit adoption on the rise, MSPs must strengthen client defenses against outside attack. When attempting to compromise a device or network, malicious actors look for any way in. Unbeknownst to many small- and medium-sized businesses, operating system vulnerabilities provide easy access. In order to provide clients with peace of mind, safeguard their sensitive information and differentiate your security services from the competition, here are six ways to harden customers' operating systems: 

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Topics: Data Protection, Information Security, Cybersecurity and Threat Management

7 Steps to Avoid a CryptoWall or CryptoLocker Infection

Posted by Hunter Smith on June 9, 2016

The big words in malware these days are CryptoLocker and CryptoWall, the two stalwarts of an emerging group of malware known as “ransomware.” And that term is a very apt categorization of what this type of malicious software does: it literally holds your data and files hostage, demanding ransom payment in order to unlock and regain access to your personal information.

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Topics: Tech Quick Tips, Data Protection, Information Security, Cybersecurity and Threat Management

Top 3 Questions MSPs Have About HIPAA Compliance

Posted by Hunter Smith on June 1, 2016

HIPAA (Health Insurance Portability and Accountability Act) compliance is a complex, but critical issue for many businesses. For many of these businesses who outsource their IT management needs, the onus for ensuring HIPAA compliance falls on these managed services providers (MSPs), like yourself. Your clients in the healthcare industry will likely pepper you with lots of questions and concerns around staying HIPAA compliant and avoiding the costly consequences of a HIPAA violation.

Here are the three most commonly asked questions about HIPAA compliance for MSPs. 

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Topics: Data Protection, Information Security, HIPAA, Healthcare IT

The Threat the FBI’s Internet Crime Complaint Center (IC3) Wants You to Know About:

Posted by Hunter Smith on March 4, 2015


In a recent public service announcement, the FBI’s Internet Crime Complaint Center (IC3) identified a global scam all small-to-medium-sized businesses should especially be aware of, Business Email Compromises (BECs)

Last year saw an influx of BECs, a startling trend that the FBI predicts will increase with more victims and higher total dollar loss in 2015.

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Topics: Data Protection, Information Security

Top 5 IT Security Threats & Trends to Watch in 2015: IT SNAFU Day 12

Posted by Hunter Smith on December 25, 2014

We started off the 12 Days of IT SNAFUs by (horrendously) singing a little ditty about the 12 IT Nightmares of 2014 and now, as the year and this blog series draws to a close, we instead urge you to prepare for the influx of IT security issues coming your way. You may be well aware that this year was the worst for data breaches, but can your clients expect the same high volume of targeted attacks when they come back from the holidays? We've read and analyzed security prediction reports from ThreatTrack Security, Websense, Trend Micro, and more to bring you the top cybersecurity threats and trends to watch out for in 2015.

Make sure you don't drop the ball after the ball drops...

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Topics: Industry News, Data Protection, Information Security

Cryptolocker Is Evolving...and It’s Getting Smarter

Posted by Hunter Smith on November 24, 2014

Viruses, diseases and bacteria evolve in our natural world, so it’s only fitting that malware, hacker scams and computer viruses evolve too. By now, you’re hopefully familiar with the Cryptolocker virus, a type of ransomware that will hold your files hostage until you pay a ransom in the form of currency and/or Bitcoins. However, the latest versions show that it has become smarter – which can be a bit scary for MSPs and IT security professionals.

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Topics: Industry News, Data Protection, Information Security

Your Biggest Security Threat May Be Your Easiest Fix

Posted by Hunter Smith on October 9, 2014

If you wanted to learn about and safeguard against all of the security issues facing your managed IT services business, you’d easily get sucked into a Google search results black hole. In other words, trying to digest the depth and breadth of existing security concerns is as daunting as it is impossible.

So how can you protect your customers and help them increase their own security with this ever-expanding threat landscape? Identify the main problem. I’ve got news for you. It’s sitting not two feet from your desk. Yes, the biggest threat to your clients’ security is your own employees.

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Topics: Information Security

How Mayhem Ensues When You Don't Establish a BYOD Policy

Posted by Hunter Smith on August 21, 2014

True or false: While the concept of Bring Your Own Device, or BYOD, has been around for a few years, adoption by some companies has been slow. False! As humorously depicted in the picture above (more on this later), BYOD is increasingly taking over the modern office. Is your MSP properly prepared? Are all of your employees on the same page?

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Topics: Mobile Device Management and IT Mobility

Can You Spot the 13 Security Flaws in This Photo?

Posted by Hunter Smith on June 18, 2014


With all of the recent cyber security breaches in the news, it's easy to get caught up in the "technical" side of information security. Sure, there is a lot of work to be done to keep your information safe from hackers and malicious software programs, however, there's another side to the coin, and that's physical security. Many offices don't enforce best practices for physical information security, and frankly may just not be aware of them. As their MSP, your job is to educate them on these best practices, both from a technology standpoint and from a physical standpoint.

So, time to put your knowledge to the test. Can you find the 13 security flaws in this picture?

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Topics: Business Development and Growth, Data Protection, Information Security

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