The truth about the desk, the margins, and the licenses.
Generated from the connected systems — ConnectWise PSA, ASIO, SentinelOne, ScreenConnect, Microsoft 365, Pax8, Axcient, QuickBooks. Nothing here was self-reported; every number is measured.
Five findings
Contracts state 99% response within SLA; the desk hit 91.4% this quarter. Breaches concentrate in two clients and in the 4–6pm window. Nobody is lying — nobody was measuring.
Same techs, same tools — but two AYCE agreements consume 41% of desk hours at bottom-quartile margin. The economics table below names them.
Microsoft NCE seats billed through Pax8, SentinelOne slots, and Axcient agents assigned to departed users or decommissioned machines — still billing, reclaimable this month. Billing → the three-way reconciliation itemizes every seat.
Live in ASIO, absent from every ConnectWise agreement. Every one is free work with full liability attached.
Every firewall quote, license renewal, and cutover in the window touched a single tech. When they took PTO in May, two renewals slipped. Document it, then automate the renewals calendar.
Client economics
| Client | Grade | MRR | Effective rate | Desk-load share | Notes |
|---|---|---|---|---|---|
| Fairfield Community Bank | A | $18,900 | $212/hr | 2% | Best margin in the book — protect this relationship. |
| Summit Title Co. | B+ | $9,200 | $174/hr | 2% | — |
| Crestview Orthopedics | B+ | $14,300 | $142/hr | 5% | — |
| Lawson & Pratt CPAs | B | $7,800 | $118/hr | 4% | — |
| Oak & Iron Hospitality | C | $6,100 | $97/hr | 5% | Trending down two quarters straight. |
| BlueRiver Home Services | C | $5,400 | $88/hr | 6% | — |
| Harbor Point Dental Group | D | $11,700 | $74/hr | 19% | AYCE agreement, unlimited scope creep since 2023. |
| Beacon Freight & Logistics | D | $13,200 | $61/hr | 22% | Highest load in the book; agreement predates current headcount. |
Effective rate = MRR ÷ measured desk hours. Top 8 of ~120 accounts by desk load shown — the remaining book carries the other 35%. The spread is the report's most useful number.
Money moves
Harbor Point Dental and Beacon Freight consume 41% of the desk at $61–74/hr effective. Repricing both to the book median recovers margin without losing either relationship — the data makes the conversation factual, not awkward.
Cancel or reassign the Pax8 NCE seats, SentinelOne slots, and Axcient agents with no matching user. One afternoon of work; the reconciliation lists every seat.
Password resets + MFA re-enrollment are 23% of volume and 96% follow the same six steps. An agent handles the happy path; techs keep the exceptions.
This is the portal Automated Edge stands up for an MSP: every system connected — PSA, RMM, M365, accounting — this report generated from the real data, and the fixes automated. Yours runs on your own brain, your own database.