TRUST BUT VERIFY: The MSP Lesson on Documentation, API Keys, and Auditing | EP135

This week, hosts Justin Esgar and Eric Anthony pull back the curtain on a recent crisis within Justin's company that highlights a universal MSP challenge: the dangerous intersection of trust, poor documentation, and automated billing.Justin shares a raw, real-time story about discovering that custom API calls, built by a former programmer to connect HaloPSA with third-party resellers, had failed to update for months. This led to the company being shorted $60–$70 per month on a single customer — a problem likely compounding across multiple clients.The hosts dive deep into the operational fallout: spending three hours trying to locate undocumented API keys and wrestling with missing configuration data. The discussion naturally evolves into the broader need for MSPs to implement a "trust but verify" culture. They stress that relying on a single employee’s assurance without operational or financial controls is a fatal flaw.You'll also hear another cautionary tale: how a computer recycled four years ago suddenly reappeared and re-enrolled in their systems from China, exposing a critical gap in their hardware off-boarding process. This is a must-listen for any MSP owner, manager, or technician who wants to learn how to:Mitigate risk when relying on proprietary API integrations. - Establish controls to monitor for automation or vendor breakages. - Implement documentation SOPs (Standard Operating Procedures) to capture critical business logic, even for internal projects. - Watch the full episode on YouTube here: https://atmsp.link/YTpodcast Listen on your favorite platform: - Apple Podcasts: https://atmsp.link/applepodcasts - Spotify: https://atmsp.link/spotify - Audible: https://atmsp.link/audibleConnect with the Hosts:Justin Esgar (Host, Owner/CEO of Virtua Computers): https://www.linkedin.com/in/justinesgar/Eric Anthony (Founder and Producer): https://www.linkedin.com/in/esanthony/Join the All Things MSP Community: - Facebook Group: https://www.facebook.com/groups/allthingsmsp - LinkedIn Page: https://www.linkedin.com/company/allthingsmsp/ - YouTube Channel: https://www.youtube.com/@AllThingsMSPA huge thank you to our Premier Sponsors: - Gozynta: atmsp.link/gozynta - EasyDMARC: atmsp.link/easydmarc - Nodeware: atmsp.link/nodeware - Helpt: atmsp.link/helpt - Compliance Scorecard: atmsp.link/compliancescorecard - Movebot: atmsp.link/movebotThe All Things MSP podcast is a Biz POW LLC production.

There are no comments yet.

Please log in to write the first comment.