Even the most seasoned MSPs have faced moments that haunt them. These IT horror stories are more than just cautionary tales. Their impact may linger long after the crisis is resolved, but they can also offer powerful learning opportunities.
Three IT channel leaders shared some real-life incidents, along with actionable insights to help MSPs steer clear of disaster.
Tower of Servers: A Jenga-style IT Nightmare
Nancy Henriquez knows firsthand how fragile a poorly designed IT environment can be. The CEO of Sibyl Consulting Group and former MSP owner shared an instance where a new client’s infrastructure resembled a wobbling tower of mismatched servers.
Nancy Henriquez
“Have you ever played Jenga? It’s the block game where the goal is to not break the tower as you take pieces out and continue to build on top. Well, that was exactly how the environment of a prospect was when we took over as their MSP,” Henriquez explained.
The client had 87 servers stacked precariously with shared data across some clusters but not others. “As we were onboarding them and uncovering more, we felt that we could not get a good night’s sleep just thinking about how this tower of servers could come crumbling down if we took out the wrong piece,” she recalled. Ultimately, Henriquez’s team successfully rebuilt the environment without catastrophe.
The key lesson? “Communicate every step with clients in a way that they grasp the consequences of poor IT planning,” she shared. Building both a solid infrastructure and strong client relationships prevented disaster.
Avoidable Blunders: Backup Failures and Mismanaged Migrations
Whether it’s backing up systems, cloud migration, or establishing strong cybersecurity practices, proactive management is key to avoiding IT nightmares. That’s according to Paul Daigle, CEO and senior managing partner of Biz Advisory Board.
Paul Daigle
Daigle has seen firsthand how simple oversights can snowball into full-blown disasters. He shared three examples that underscore the importance of proactive management.
- Backup Blunder in Chicago: An MSP failed to verify backup systems regularly, resulting in catastrophic data loss after a ransomware attack. “The resolution required extensive data recovery efforts, additional resources, and rebuilding trust with clients,” Daigle said.
- Mismanaged Migration in Atlanta: Miscommunication during a cloud migration caused major downtime for a client. “It took several weeks of overtime, thorough damage control, and customer relationship management to rectify the issue,” he added.
- Security Gap in San Francisco: Neglecting multifactor authentication (MFA) left a client vulnerable to a major breach. The MSP had to invest heavily in security training, immediate infrastructure improvements, and intense client communication to restore trust.
Employee Account Mix-up: A Tale of Two Mistakes
Wade Yeaman
Wade Yeaman knows that when MSPs fail to establish clear protocols, the consequences can range from frustrating to disastrous. The founder and former CEO of Fluid IT Services said even experienced teams can fall victim to costly oversights without strong training and process controls.
As Yeaman put it, “One person’s horror story can also be another person’s shining moment.” This is a reminder that MSPs can turn potential disasters into success stories with the right preparation.
For example, his team once saved a customer from going out of business after a ransomware attack by rapidly restoring their systems. “Literally every employee of the customer emailed our technicians to thank them,” Yeaman recalled.
However, in another instance, a technician at that same MSP mistakenly deleted a customer’s user account and data after assuming the employee had been terminated. “The employee was not terminated and proceeded to have a scene in the office — and rightfully so,” Yeaman said. Worse still, the same technician did it again less than a week later. “Needless to say,” Yeaman added, “it
prompted quick and decisive changes to many processes.”
Turning Horror Stories into Actionable Items
For MSPs, these stories reinforce the importance of proper planning, consistent communication, and proactive security. Investing in training, defining clear processes, and engaging clients throughout IT changes can prevent the next potential horror story from becoming a reality.
As Henriquez put it, “Building a solid foundation — both in infrastructure and client relationships — makes all the difference in getting past these nightmares.”
Lessons Learned
Here are some key takeaways for MSPs who want to avoid nightmare scenarios:
- Perform a detailed infrastructure assessment before onboarding clients.
- Educate clients on the risks of complex or outdated architectures.
- Prioritize clear communication about IT changes and potential impacts.
- Implement strict backup verification protocols with regular testing.
- Assign a dedicated project manager for major migrations to ensure clear communication.
- Enforce MFA across all clients to minimize security gaps.
- Implement a clear, documented procedure for managing employee account changes.
- Require dual-approval processes for actions involving account deletion.
- Conduct regular staff training to minimize human error.
Featured image: DALL-E
