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Best practices for Managed Service Providers (MSPs)

  • August 5, 2019
  • 5 min read

Emsisoft Cloud Console is designed to provide best possible efficiency when managing larger amounts of Emsisoft customers remotely.

This document complements the general Emsisoft Cloud Console User Guide and describes best practice concepts for managed service providers.

MSP specific functionality:

Multiple workspaces on one dashboard


Set up a workspace for a new customer

As a registered Emsisoft Partner, you will have additional console features that help you save time when creating and maintaining a customer workspace.

Preconditions:

The quickest way to prepare a new workspace for a customer:

  1. Go to the Cloud Console Workspaces panel and click ‘Create workspace‘.
  2. Enter a workspace name that describes your customer, e.g. ‘Contoso Corp’. Fill in your customer’s email address. It will be used to invite them to join that workspace.

    Who is the workspace for?

  3. Select the desired role for your customer. We strongly recommend giving the customer the primary workspace owner role unless you have a MSP agreement that puts all security responsibility in your hands. The primary workspace owner is the legal owner of the workspace and all assigned licenses.
  4. Select the desired role for you. If you manage your customer’s protection software, select ‘Workspace admin’ or ‘Protection manager’ for yourself.
  5. Select the billing contact which is either your partner account, or the customer. The billing contact person is responsible for license payments at Emsisoft. Renewal reminders will only be sent to them.
  6. At ‘Product licensing‘, either select the 30 day trial option for one of the product editions, or pick one of your unused pre-purchased stock licenses. You can also specify any already activated license key, given it’s not yet assigned with a user account. In that case, the owner needs to perform the license transfer to the workspace later.

    Product licensing

  7. At Protection policies you can optionally assign your predefined policy templates with the default policy groups in your new customer workspace. Policy templates can help save a lot of time when you need to apply certain settings changes to a large number of customer workspaces at once.

    Protection policies

  8. If you need Infection notifications, set up one or more new rules. Notifications can be sent by email or via webhooks.

    Infection notifications

  9. Click the ‘Create workspace‘ button to complete the process. Your customer will now receive an invitation email to join the workspace.

    Create workspace

  10. Once the workspace is created, click ‘Add device‘ on the workspace dashboard to install and connect new devices. Select ‘Download‘ if you have access to the device to perform the installation by yourself, or ‘Send the installation instructions by email‘ to let your customer do the installation. Once installed, devices will immediately show up on the list of devices within the workspace.

    Add a new device to your workspace

License activation note:
Your customer doesn’t need a license key or user account to install and activate the software when using the custom installer as provided by the download or email options.

Policy templates for use in multiple workspaces

If you manage a larger number of workspaces we recommend creating policy templates to avoid that you have to manually edit the policies for each customer manually.

To manage your templates, go to ‘Policy Templates‘ in the ‘My own’ menu. Click ‘New Template’ and enter a name to set up a new template.

Policy Templates

Policy templates are stored in your user profile, but you can choose whether you want to keep a template private or share it with other administrators that have access to the same workspaces that you manage.

Just like in a workspace’s policy panel, you can arrange your templates in hierarchies with inheritance support. We recommend creating one root template with the basic settings that never change (such as placing your partner contact details in Emsisoft Anti-Malware’s user interface), and then having sub-templates for groups of similar users/departments (e.g. enabling silent mode for teams that can’t be distracted by alerts).

To apply a template, please switch to the customer’s ‘Workspace Settings’ panel, select either the root policy level or a specific group and assign the template via the top most option on the right. We recommend doing that right away when creating new workspaces.

Software customization with Customer Care settings

MSPs and other Emsisoft partners who require modifications of the software user interface for their customers can use the following protection policy settings:

Navigate to the ‘Protection Policies’ in your customer’s workspace (or your policy templates) and then select a specific device group. Scroll down to the section ‘CUSTOMER CARE’. There you can change the following:

 

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