News in the Channel - issue #44

News, Analysis and Opinion for Resellers, MSPs and Distributors

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Issue #44

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COMMENT

Changing landscape AI’s influence is increasing in almost every aspect of how businesses operate, and it is necessarily changing how channel businesses interact with their customers. But while there are threats posed by AI, there are also plenty of opportunities too.

In almost every conversation I have with resellers, MSPs, OEMs and others, AI crops up at some point. But then that reflects the reality in the channel: AI is permeating almost every aspect of business life, and, as predicted by experts a couple of years ago, it is changing how businesses and, therefore, channel partners, work – but perhaps not in ways originally anticipated. For instance, research by Sophos found that 46% of MSPs’ customers currently rely on them to act as their chief information security officer, something that most expect to see grow in the next year as businesses – especially SMBs – seek trusted advisors to help navigate cybersecurity risk, compliance obligations and increasingly complex security environments as they don’t have the capacity in-house. Read more on p20. AI is also changing the software as a service (SaaS) landscape. While the talked-of ‘SaaSpocalipse’ has failed to materialise as businesses haven’t coded their own solutions, SaaS is evolving nonetheless. Demand for SaaS solutions is growing, but with AI as a part of it to change how people interact with the solution and increasing their expectations of what it can do. Read more on p25. However, a downside of AI is that it is playing a leading role in the increase in the number and complexity of

cyberthreats that businesses must contend with. One of the most vulnerable sectors is education – as they have lots of valuable data, but also often a lack of budget for security – which is why resellers have a vital role to play in keeping customers in this sector safe. Read more on p52. Allied to this, backup as a service (BaaS) is growing in popularity as many businesses now view it as when rather than if they suffer a cybersecurity breach. In that event, being able to restore systems and data quickly is imperative, which increases the importance of backups. However, with the increasing complexity of backing systems up, more businesses are looking to buy this in as a managed service, which provides opportunities for channel businesses. Find out more on p42. All this shows how AI is providing opportunities to those channel businesses that are moving with the times – and this is only going to grow in the coming months and years. As always, I hope you enjoy the issue. News in the Channel is for everyone working in the channel, so if you have a topic you’d like to see covered in a future issue – or a news story or opinion piece you'd like to submit for consideration for publication – please drop me a line at dan@newsinthechannel.com. n

Dan Parton

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CONTENTS

News You should know p8 Product launch Logitech p12 Acer p16 Product review EPOS IMPACT 400 p18 MSPs as CISOs p20 SaaS p25 Panasonic Bayeux Tapestry Projection p30 Meeting rooms p34 Backup as a Service p42 Cover story APC UPS p46 IP phones p50 Network security for education providers p52 AI and technology infrastructure p57 Comms-care Helping MSPs grow p60 People on the move p62 Stockies 2026 p65

MSPs as CISOs – p20

Research has found that MSPs are increasingly becoming acting CISO for nearly half of their customers, as AI-driven risk accelerates demand for high-level guidance that they don’t have in-house, which is putting pressures on MSPs.

SaaS – p25

Demand for SaaS solutions continues to increase among SMBs across a range of sectors, but what customers want from them is changing, fuelled by the rise in AI – which brings plenty of opportunities for resellers.

Meeting rooms – p34 With hybrid working now an established part of working practices, meetings often include participants in multiple locations calling in, as well as those in the office, which means meeting rooms can be vitally important.

Product launches Logitech – p12

Acer – p16

Logitech has unveiled its MX Keypad, the first MX multi-app AI control centre for developers that allows them to master their AI workflow, with instant access to agents and coding tools and work across multiple AI coding tools and IDEs.

Acer has expanded its Thin-and-Light portfolio with the launch of the 799g Swift Blade 14 laptop and the 16-inch Acer Swift Air 16 laptop, which are both powered by Intel Core Series 3 processors and offer 3K OLED panel options.

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Backup as a Service – p42

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With the increase in cyberthreats in recent years making it a case of when, rather than if, a business is attacked, more emphasis is being placed on backups to ensure that data can be restored quickly in the event on an attack.

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Network security for education providers – p52

Educational establishments are increasingly being targeted by cybercriminals given the wealth of valuable data they have. But, with budgets constrained, security is not always what it could be.

Product review

EPOS IMPACT 400 – p18

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NEWS

Half of mid-market organisations say AI initiatives fail to deliver value

A report by TXP has revealed that 49% of mid-market organisations think that their AI initiatives have failed to deliver value or been underwhelming. Despite organisations spending more than £1 million in pilots and proofs of concept on average over the past three years, the research highlights that just 47% of AI pilots scaled into production. The report surveying 200 business leaders involved in AI strategy at mid- market organisations found that cost (49%), governance and risk concerns (39%), and poor data quality or accessibility (38%) were the main barriers to scaling AI pilots. Many respondents also cited external forces as a challenge, with 67% saying board pressure has caused rushed projects and proofs of concept, while the same proportion also blame industry and societal noise. Consequently 77% of business leaders admit that in hindsight, their organisation should have invested more time and budget into discovery before beginning their AI initiatives. These challenges persist despite many mid-market organisations having solid

foundations in place, with 87% saying their AI strategy covers most or all of the organisation and its business processes, while 81% said they have a fully defined AI operating model. “To be successful, AI needs to know more than the end goal,” said Tim Hurst, chief operations officer at TXP. “Underinvestment in the discovery phase that should underpin AI initiatives means many organisations lack a deep understanding of existing systems, dependencies, internal policies and business goals. Without knowledge of these, AI will never deliver its true value. “The good news is that the barriers preventing AI success are practical and solvable, rather than fundamental limitations of the technology. Overcoming them, however, requires more than technical expertise. Businesses must also capture, centralise and build on their knowledge base. A partner that can bring people and technology together, while developing a deep understanding of internal systems, information, processes and priorities, will be central to the next phase of innovation.” n

Tim Hurst

tpx.co.uk

Opengear signs distribution agreement with Ingram Micro

Opengear, a Digi International company, has signed its first pan-European distribution agreement with Ingram Micro. The agreement gives resellers in participating Ingram Micro countries access to Opengear’s portfolio, supported by Ingram Micro’s regional infrastructure, logistics capabilities and partner network. This expands Opengear’s existing reach in the UK, Ireland, Spain, Germany, Italy, France, Belgium and Luxembourg, and brings its network resilience platform to resellers and end users in additional European markets such as Switzerland,

Hungary and Czechia. “This agreement with Ingram Micro marks a significant milestone in Opengear’s EMEA growth strategy,” said Alan Stewart-Brown, VP of sales, EMEA and APAC at Opengear. “Ingram Micro gives us the regional scale to put Opengear products and expertise closer to our partners. That means increased regional availability, local support, and a simpler way to protect critical infrastructure across EMEA.” Opengear supports secure out-of-band access to network infrastructure, helping

Renke Krüger

ingrammicro.com

NEWS

IT teams monitor, manage, and recover critical equipment when the primary network is unavailable, offering strong presence and proximity to connected network devices. Ingram Micro will provide pre-sales and post-sales support through its EMEA partner network. Partners will also have access to training, accreditation, channel enablement and incentive programmes. The agreement also enables resellers to add Opengear’s network resilience

solutions to their existing enterprise networking portfolios. “We’re proud to extend the reach of Opengear’s market-leading solutions across EMEA through our partner ecosystem, enabling resellers to deliver proven, trusted technologies that safeguard business continuity during disruptions and simplify and strengthen day-to-day network operations,” said Renke Krüger, executive director Pan Europe, Ingram Micro. n

opengear.com

Arrow Electronics adds PeaSoup cloud storage services to ArrowSphere Cloud

Arrow Electronics has added PeaSoup Cloud’s S3 compatible object storage and Veeam Cloud Connect services to ArrowSphere Cloud in the UK. The addition enables channel partners to help customers protect and manage growing volumes of data, strengthen cyber resilience and address increasing requirements around UK data sovereignty. The S3 compatible storage supports applications, archiving, media, Microsoft 365 protection and other unstructured

Lock immutability, compatibility with existing S3 applications and backup platforms, predictable monthly pricing and no ingress or egress fees. “PeaSoup Cloud gives our channel partners another way to address customer requirements around cyber resilience, data sovereignty and sustainability,” said Anthony Dobson, regional director UKI at Arrow’s enterprise computing solutions business. “Its UK infrastructure and use of liquid immersion cooling are particularly relevant as customers consider where their data is held and the environmental impact of their cloud services. Making these services available through ArrowSphere Cloud also simplifies access to storage, backup and disaster recovery capabilities that can complement customers’ existing cloud environments.” n

arrow.com

data, while Veeam Cloud Connect helps organisations extend their

backup environments to the cloud for ransomware resilience and recovery. PeaSoup Cloud hosts both services in UK data centres, supporting organisations that need to keep their data within UK jurisdiction. The services include Object

peasoup.cloud

Distology signs Harmonic Security Cybersecurity distributor Distology has added Harmonic Security to its vendor portfolio, giving its channel partners access to technology designed to help organisations understand and control how AI is being used across their

The partnership comes as the rapid adoption of generative and agentic AI creates a new challenge for security teams: employees are already using a growing number of AI tools, often before organisations have established the policies and controls needed to govern them. Rather than taking a blanket approach

harmonic.security

businesses. The agreement is exclusive to Distology in the UK, Benelux and DACH.

CONTINUED

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NEWS

CONTINUED

to blocking AI, Harmonic focuses on giving security teams visibility into which AI tools employees are using, what they are using them for and what data is being shared with them. Its platform enables organisations to put controls and guardrails around that activity without unnecessarily disrupting legitimate AI use. “We’ve been tracking Harmonic for a couple of years and have seen the business go from strength to strength,” said Hayley Roberts, CEO at Distology. “It’s a natural fit within our vendor taxonomy and brings real value to

our partners and their customers. The significance of the deal goes well beyond adding another tool to the portfolio.” Alastair Paterson, CEO at Harmonic Security, added: “Every organisation is scrambling to adopt AI securely, and they are looking to trusted partners to help them navigate that journey and do it properly. Harmonic Security provides them with the intelligence to understand how AI is being used across their business, alongside the controls they need to adopt and scale AI adoption with confidence.” n

Hayley Roberts

distology.com

ACCO Brands completes Trust acquisition ACCO Brands has completed its

technology peripherals within our portfolio,” said Tom Tedford, president and CEO of ACCO Brands. Trust will join ACCO Brands' Global Technology Peripherals portfolio, alongside brands including Kensington®, PowerA®, and EPOS®. “Trust is a strong complement to our existing technology brands,” explained Jeppe Dalberg-Larsen, president, Global Technology Peripherals at ACCO Brands. “By bringing together our products, expertise, and market reach, we are well positioned to strengthen our presence in technology peripherals and better serve customers across the globe.” n

acquisition of Trust, a European provider of computer, gaming, mobile and smart home accessories. Founded in 1983 and headquartered in the Netherlands, Trust is a well-established consumer electronics brand with a portfolio that includes keyboards, mice, headsets, speakers, webcams, chargers, smart home products and gaming accessories. Trust serves customers in more than 50 countries through retail, e-commerce, and B2B channels. “Adding Trust is another step in our strategy to align with faster-growing categories and increase the role of

Tom Tedford

accobrands.com

Huntress accelerates European expansion with ALSO partnership Huntress has announced a new

Security Platform. The platform combines layered protection across endpoints, identities, logs, security posture and employee behaviour with Huntress’ 24/7 AI-centric Security Operations Centre. Through ALSO’s pan-European network and the ALSO Cloud Marketplace, partners will gain access to Huntress through an established distribution route supported by local market expertise and partner enablement, while continuing to

partnership with ALSO, which means that through ALSO’s pan-European network Huntress will expand access to the Huntress Agentic Security Platform across 31 countries and strengthen the company’s growing EMEA channel ecosystem. The partnership created more paths for European VARs and MSPs to seamlessly adopt and scale the Huntress Agentic

huntress.com

NEWS

deliver the trusted Huntress experience, support and outcomes their customers expect. ALSO’s established Microsoft practice will also give partners a natural path to drive more value from existing Microsoft investments by layering Huntress’ managed security capabilities across customer environments they already use. In the UK, Westcoast Cloud, part of the ALSO ecosystem, will provide dedicated local execution and channel reach, helping Huntress scale its regional presence while maintaining the relationships, expertise and support

partners expect locally. Huntress will be made available through the ALSO Cloud Marketplace, removing friction for partners to access capabilities that simplify quoting, ordering, API-driven provisioning, subscription management, billing, usage visibility and renewals. The ALSO Cloud Marketplace will provide partners with a platform to access and manage Huntress solutions. Its support for subscription and consumption models will give partners the flexibility to package and scale their Huntress offerings according to their customers’ needs and their own business models. n

also.com

e92plus partners with WithSecure

e92plus has established a partnership with WithSecure™ that will see e92plus bring WithSecure's threat protection portfolio to its channel network across the UK and Ireland, with a particular focus on enabling and growing e92plus' MSP partner base. As cyber threats continue to grow in scale and sophistication, MSPs are under increasing pressure to deliver enterprise-grade protection to customers without adding operational complexity or cost. Through this partnership, e92plus will provide its MSP partners with the training, technical enablement, and go-to-market

MSP model. WithSecure's Elements cloud-native protection platform and market-leading detection and response capabilities is built to give MSPs the flexibility to deliver co-security outcomes at scale, combining broad protection with human-led threat hunting and clear, predictable pricing. This allows partners to move beyond traditional endpoint protection and offer customers proactive, outcome-based security services that address the full attack chain, from prevention through to detection and response. “WithSecure gives our MSP partners a genuinely differentiated, co-security approach that's built for the way they work and sell,” said Mukesh Gupta, CEO, e92plus. “We're excited to combine our channel enablement expertise with WithSecure's technology to help our partners grow their managed security revenues.” e92plus' investment in WithSecure reflects its ongoing strategy to strengthen its vendor portfolio around the needs of its MSP community, giving partners the tools to differentiate their services and respond to this growing demand. n

e92plus.com

withsecure.com

support needed to build

and scale profitable managed

security services powered by

WithSecure, alongside dedicated

commercial and marketing resources designed specifically for the

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PRODUCT LAUNCH

LOGITECH MX KEYPAD

Taking control Logitech has unveiled its MX Keypad, the first MX multi-app AI control centre for developers that allows them to master their AI workflow, with instant access to agents and coding tools and work across multiple AI coding tools and IDEs.

AI is revolutionising how developers work, helping speed up processes and give them more flexibility. But it also brings complications if developers are using numerous apps and agents and must switch between them. This is why Logitech has launched the MX Keypad, the first MX AI control centre designed for multi-app, multi-agent coding to put developers in command of their evolving workflows. Significantly, the MX Keypad has been built for developers, by developers – its development was shaped by the GitHub and Logitech MX Collective communities’ feedback, so users know it has the features they need. Seamless movement For instance, unlike other solutions on the market, MX Keypad offers cross-app compatibility with major coding platforms,

allowing for unlimited customisation tailored to each individual workflow. The MX Keypad can be configured to trigger IDE commands, macros, scripts and AI prompts with nine customisable full-colour LCD display keys, including two page buttons to easily cycle through up to 15 pages. In addition, key layouts automatically adapt as users move between active applications, eliminating manual remapping and preserving focus as they jump between VS Code, IntelliJ, Slack, Figma and Chrome. Users also benefit from tactile agentic AI control, which means they can execute prompt macros, refactor code and launch voice commands across tools like GitHub Copilot, Claude Code and OpenAI Codex. This level of versatility and personalisation allows coders to unify

Developer platforms featuring Ryzen AI Max PRO 400 will be available in the Ryzen AI Halo and OEM systems later this year. These systems will enable larger open

models, longer context, deeper

agent memory and more sophisticated

multiagent workflows...

PRODUCT LAUNCH

LOGITECH MX KEYPAD

AI-friendly documentation, coding agents can generate custom integrations directly from the SDK, turning tasks into a simple afternoon project. The community has already published plugins for Claude Code and OpenAI Codex to the Logi Marketplace, giving developers real-time agent status tracking and CLI control right on the physical keys, reaching over 100 million compatible Logitech devices. Designed for sustainability Sustainability is an increasing priority for many developers, and Logitech has catered to this demand. For instance, the MX Keypad features certified post- consumer recycled plastic, 64% for the graphite version and 49% for pale grey coloured model and uses paper packaging from FSC™-certified forests and other controlled sources. In addition, the MX Keypad comes with a limited two-year hardware warranty in EMEA. The MX Keypad,

their AI workflows, complex prompts and dev tools, for a continuous, uninterrupted flow across their entire stack. MX Keypad includes a selection of plugins, created and tested by developers, for GitHub Copilot and Claude Code. “Today, coding mastery depends on how easily developers can juggle between an ever-increasing range of AI tools,” said Anatoliy Polyanker, VP and GM at Logitech. “MX Keypad puts a physical control centre at your fingertips, allowing you to orchestrate your AI workflows faster and more intuitively.” Microsoft GitHub partnership Developed in close collaboration with GitHub, MX Keypad has native integration for GitHub including VS Code and the GitHub Copilot app, with ongoing plans to expand functionality across more tools over time. Every MX Keypad includes three free months of GitHub Copilot Pro+, redeemable in Logi Options+ for new and existing users. "Great developer tools get out of your way,” said Martin Woodward, VP of developer relations at GitHub. “MX Keypad makes working with GitHub Copilot feel like a natural part of the workflow, so developers can spend less time navigating tools and more time building.” Built for complete personalisation The Logi Actions SDK allows software engineers to build custom tools fast. With

Anatoliy Polyanker

logitech.com

MX Keypad puts a physical control centre at your fingertips, allowing you to orchestrate your AI workflows faster and more intuitively. “ ”

with its developer- led design, should provide the options developers need for now and the future – making it an attractive option to add to resellers and MSPs’ product portfolios. n

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PRODUCT LAUNCH ACER SWIFT BLADE 14 AND SWIFT AIR 16 LAPTOPS

Cutting edge technology Acer has expanded its Thin-and-Light portfolio with the launch of the 799g Swift Blade 14 laptop and the 16-inch Acer Swift Air 16 laptop, which are both powered by Intel Core Series 3 processors and offer 3K OLED panel options and extend the range of possibilities for portable performance for hybrid workers.

Acer Swift Blade 14

Productivity and visual-driven workflows Weighing only 799g and just 12.9mm thick, the 14-inch Acer Swift Blade 14 (SFB14-53CF) is designed around mobile productivity and visual-driven workflows on the go. The ultra-light laptop is powered by up to an Intel Core 7 processor 350, paired with 12GB of LPDDR5 memory and up to 1TB of storage, delivering portable performance for work, play and creativity. For premium visuals, the laptop offers up to a 3K OLED display with up to 100% DCI-P3 colour gamut for vibrant colours and sharp details. A 90% screen-to-body ratio, 4.3 mm ultra-slim bezels, and 16:10 aspect ratio maximize screen space and deliver immersive viewing on the go. To enable users to stay connected throughout the day, Swift Blade 14 is equipped with a 50Wh battery, the

With many people increasingly working on the go, whether that be in the office, in a home office or somewhere in between, it means laptops need to be portable, which includes being light and robust but without compromising on performance. Business customers increasingly want lighter and thinner laptops that, at the same time, provide high quality visuals with the power to deal with modern workloads, which are increasingly using AI. Acer has appreciated this need in the design of two of the latest laptops the manufacturer has launched in its Thin- and-Light range, which aim to expand the possibilities for portable performance: the ultralight Acer Swift Blade 14 and the Acer Swift Air 16, which both run on Windows 11.

The chassis design features a combination of magnesium- aluminium alloy and carbon fibre, and the device comes in two colour options – marshmallow blue and marshmallow white.

PRODUCT LAUNCH ACER SWIFT BLADE 14 AND SWIFT AIR 16 LAPTOPS

versatility of three USB 3.2 Gen 1 Type-C ports and a FHD user-facing camera with a camera switch. The Swift Blade 14 has also not compromised on style. The chassis design features a combination of magnesium- aluminium alloy and carbon fibre, and the device comes in two colour options – marshmallow blue and marshmallow white. Style meets functionality Meanwhile, the 16-inch Acer Swift Air 16 (SFA16-I31T/SFA16-I31) has been built to cater for work, play and everything in between. The laptop is powered by up to an Intel Core 7 processor 350 with up to 40 platform TOPS and a dedicated NPU, paired with up to 16GB of LPDDR5x memory and up to 512GB of upgradable storage. Measuring as thin as 13.3mm and weighing 1.5kg, its mobile-first design features an all-aluminium chassis in elemental blue, sage green or sandstone gold for premium portability, while a backlit keyboard facilitates continuous productivity, even in poorly lit environments. The laptop’s 70Wh battery is capable of fast-charging to 50% in only 30 minutes via a 100W adapter. For entertainment and visual-driven

Acer Swift Blade 14

productivity on the go, the Swift Air 16 offers OLED with 100% DCI-P3 or IPS with 100% sRGB display options, along with a 16:10 aspect ratio, up to WQXGA+ (2880 x 1800) resolution, up to 500 nits of brightness, and up to a 120Hz refresh rate. It also comes with an IPS screen option that includes multi-touch support. The device’s quad-speaker audio setup delivers immersive sound with DTS® Virtual:X for 3D spatial audio, and dual Thunderbolt 4 ports provide high-speed connectivity. These new laptops add to Acer’s comprehensive range and give resellers greater options for customers that continue to embrace hybrid working arrangements but want the powerful performance many businesses require. n

Designed to balance style and functionality, is the 16-inch Acer Swift Air 16 (SFA16-I31T/ SFA16-I31) which is built for work, play, and everything in between.

Acer Swift Air 16

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PRODUCT REVIEW EPOS IMPACT 400 Making an impact

For workers in many sectors – especially in the era of online calls and meetings – headsets are part of everyday working life. And this means that users’ expectations for what they can do have increased accordingly. Often, calls are not taken in quiet areas but in busy open-plan offices, which means that users need to be able to hear their call, but also block out any noise around them. EPOS responded to this need from customers when it launched the IMPACT 400 earlier this year. Part of EPOS' popular and well-respected IMPACT range, the IMPACT 400 is a wireless headset designed for hybrid professionals that delivers advanced voice pickup, exceptional battery life, and intelligent audio technologies. For instance, the headphone can last for 39 hours on a single charge and Bluetooth®

Low Energy Audio, so it provides uninterrupted performance throughout the workday, no matter how long it is.

Clear voice, easy listening EPOS says that the IMPACT 400

headphones have been engineered for open office environments, such as including EPOS voice pickup technology, which ensures speech is captured clearly. EPOS claims it achieves 99% word recognition even in noisy settings, guaranteeing that messages are relaid accurately, whether talking to customers, colleagues, or, increasingly, AI agents. The IMPACT 400 is also certified for Microsoft Teams, which will be important to many businesses. On the other side, the IMPACT 400 is powered by EPOS BrainAdapt™, hybrid ANC, which helps reduce listening effort

PRODUCT REVIEW EPOS IMPACT 400

and minimise distractions, which is crucial for those who spend hours using a headset every day in calls or meetings, meaning user fatigue is minimised. Other features The IMPACT 400 also has a range of other features that will appeal to users. For instance, it is integrated with EPOS Connect & Manager, so users can tap into the EPOS ecosystem to get firmware updates, tweak settings and more. In addition, the headphones have a busylight that shows to those around the user that they are on a call and not to disturb, but this is unseen by those on the other end of the call. There is also a prominent LED on the microphone, which lets users know at-a-glance when they’re muted to avoid any awkward moments at the start of calls. Unmuting or muting the

microphone could not be easier, users just lift or lower the boom arm while on a call. The headphones also connect to any USB-A or USB-C device using the included adapter, so it can be used in most devices. It is also easy to carry thanks to its lightweight design that folds flat when not in use – just right for carrying in rucksacks along with laptops. Sustainability As is expected by customers today – especially those in Gen Z, who have increasing buying power in this market – sustainability has been taken into consideration by EPOS. For instance, the IMPACT 400 comes in plastic-free packaging, and materials used come from responsibly managed forests. n

Editor’s verdict The EPOS IMPACT 400 is ideal for users who want a headset they can comfortably use all day if needs be. Users today need professional standard audio and speech in a headset, especially as many will be using them in open plan office spaces, where quietness cannot be guaranteed, and the Impact 400 delivers this. But while users want premium features, they don’t want to pay a premium price and with the IMPACT 400, users don’t have to: the price point is above budget, but well within the means of companies of all sizes. For people who want a comfortable headset that provides everything they need with the minimum of fuss – the IMPACT 400 are ideal. n

Dan Parton

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1291

MSPs AS CISOs

Acting up Research has found that MSPs are increasingly becoming acting CISO for nearly half of their customers, as AI-driven risk accelerates demand for high-level guidance that they don’t have in-house, which is putting pressures on MSPs.

Cyberthreats have continued to grow in number and complexity in recent years, driven in part by the development of AI. This means that for businesses, managing their information security is an increasingly crucial part of their operations – but that is often beyond the capabilities of their in-house team, which means they are increasingly turning to their managed service providers (MSPs) for help in this. Sophos’ 2026 MSP Perspectives Report revealed that MSPs, traditionally responsible for deploying, managing and supporting IT and cybersecurity technologies, are increasingly being called upon to provide cybersecurity leadership, governance and risk guidance. On average, MSPs estimate that 46% of their customers currently rely on them to act as their chief information security officer (CISO). Sophos’ research suggests this role will continue to expand, with 84% of MSPs expecting demand for CISO services to increase over the next 12 months as organisations seek trusted advisors to help navigate cybersecurity risk, compliance obligations and increasingly complex

security environments. “Organisations require more than technology management to stay secure. They need trusted cybersecurity leaders who can help them understand their risk, navigate compliance requirements and translate security investments into meaningful business outcomes,” says Scott Barlow, vice president and chief evangelist at Sophos. “MSPs are already stepping into this role for nearly half of their customers, creating a significant opportunity to deepen relationships and develop new, higher- value services. The challenge now is delivering that leadership consistently and efficiently across a growing customer base.” The opportunity to create efficiencies is also vast, with MSPs estimating they would save 53% of their time if they could use a single, unified platform for customer security posture and compliance management and reporting. Additionally, 81% believe it would reduce the time they currently spend on these activities by more than 30%. Jamie Akhtar, CEO and co-founder of CyberSmart, notes that the Sophos research supports what the company found in its own 2026 MSP research: in response to increased expectations to support customers with compliance, MSP investment in compliance and regulations has risen from 64% to 72%. “Organisations now expect a trusted adviser who can help them understand risk, meet compliance requirements and make informed decisions about where to invest limited security budgets,” he says.

“

MSPs are already stepping into this role for nearly half of their customers,

creating a significant opportunity to deepen relationships and develop new, higher-

value services. The challenge now is delivering that leadership consistently and efficiently across a growing customer base.

”

REPORT MSP PERSPECTIVES 2026 Insights from 800 MSPs into the challenges and opportunities shaping the future of cybersecurity services.

SEPTEMBER 2026

MSPs AS CISOs

58% currently offer full compliance program management. However, just 6% offer the full range of compliance services evaluated in the research, highlighting a gap between broad participation in compliance and the delivery of a comprehensive service stack. “MSPs have an opportunity to become indispensable strategic partners to their customers, but scaling that role requires a more unified operating model,” adds Scott. “Bringing security posture, compliance management and reporting together can help MSPs spend less time manually consolidating information and more time helping customers reduce risk, strengthen resilience and make informed cybersecurity decisions.” Sophos’ report also found that compliance influences 50% of customer cybersecurity purchasing decisions on average, with 33% heavily or decisively influenced by regulatory demands. This creates an opportunity for MSPs to connect compliance requirements with broader security priorities. In addition, only 33% of MSPs are ‘completely confident’ in their ability to continuously monitor, manage, and document compliance across multiple customers, highlighting a gap between the certainty customers need from their partners and what MSPs can consistently deliver. So MSPs must be mindful of the evolving compliance landscape. “With legislations on the horizon, such as the Cyber Security & Resilience Bill, which aims to introduce financial penalties for non-compliance,” says Myles. “MSPs need to be prepared to guide customers through these new changes, while helping them achieve a lower risk profile that can also secure better insurance coverage and premiums.” Jamie agrees: “The changing role of MSPs is only going to become more important as cyber threats grow in volume and complexity, particularly for smaller

Contributors

Scott Barlow

sophos.com

Myles Bray, CEO of CyberSentriq, adds that with IT outages and cyber incidents increasingly linked to financial losses, businesses are relying more heavily on MSPs. “Hybrid working, decentralised teams and rapid adoption of technologies such as AI are expanding security risks,” he adds. “MSPs are also now expected to go beyond protection, guiding digital transformation and helping customers adopt emerging technologies securely.” This shift in the market means there are opportunities for MSPs. “As customer risk profiles become more complex, MSPs can expand their service offerings to include things like consulting, auditing and legacy system migration to reinforce the idea that customers are buying access to their expertise, not just the security products themselves,” says Myles. “This allows MSPs to move further up the chain of command where they can make cybersecurity a board-level priority rather than an operational line-item.” Compliance Compliance is also central to this expanding role. Nearly all MSPs surveyed, 99%, provide at least one cybersecurity compliance service, and

Jamie Akhtar

cybersmart.co.uk

Myles Bray

cybersentriq.com

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MSPs AS CISOs

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organisations that may never have the resources to employ a dedicated security team or CISO. A good MSP can provide access to expertise, ongoing oversight and support that would otherwise be difficult or expensive to maintain in- house. However, businesses cannot simply outsource responsibility for cyber security and assume the job is done.” Consistency is key Sophos’ research also found that tool- based delivery is commonplace, but fragmented as while 36% of MSPs rely on a single tool or platform to centrally manage cybersecurity compliance or CISO-type activities, 53% use multiple tools or platforms, indicating that delivery remains complex, disjointed and potentially harder to scale. As Myles notes, when monitoring tools are fragmented across systems, security becomes difficult to manage. “Instead, MSPs can consolidate security stacks through unified platforms, giving teams access to new technologies without

sake of it. They should be grounded with genuine reasoning and have a direct link to improving customer safety.” Future A mentioned, it is anticipated that this market will continue to grow in the next 12-18 months. “Organisations still need to get the fundamentals right themselves by understanding which systems and data are critical, using strong authentication, keeping devices and software up to date, maintaining reliable backups, training staff and having a clear plan for responding to an incident” says Jamie. “Working closely with an MSP alongside strong internal cyber hygiene gives organisations a much better foundation for reducing risk and building long-term resilience.” Miles notes that interest around AI and rising regulatory pressures will likely continue to drive demand for MSP services. “Talent shortages in the industry will also compound this, as more businesses, especially SMBs, choose to outsource rather than managing activities in-house. “Ultimately, the fastest growing MSPs are not necessarily the ones with the most advanced tools. They’re the ones who maintain control and visibility over security perimeters, while aligning their services with business outcomes.” n

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Organisations still need to get the fundamentals right themselves by understanding which systems and data are critical, using strong authentication, keeping devices and software up to date, maintaining reliable backups, training staff and having a clear plan for responding to an incident.

worsening tool sprawl,” he says. “Crucially, MSPs must take on a

selective approach to tooling. Expanding security offerings might sound like a good idea from a commercial perspective, but tools should never be added for the

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SaaS

Bringing the SaaS

Rumours of software as a service’s (SaaS) demise have been greatly exaggerated. Earlier in the year, there was talk of a ‘SaaSpocalipse’, where businesses would code their own SaaS solution. But as Christian Nagele from inforcer notes, the notion that SMBs are starting to vibe code SaaS products they would have otherwise bought “is a bit nonsensical.” In general, SMBs are remaining with established tools, he adds. “But they are using those, along with AI, better than before, rather than taking in something completely new.” Indeed, as Morten Boll, global UC & cloud director at Midwich Group, notes demand for SaaS solutions is growing among SMBs. “The growth is not limited to one specific area but is especially visible across AV and UC-related solution categories, including digital signage, workplace software, meeting room solutions and other cloud-enabled services,” he says. “That said, adoption varies by Demand for SaaS solutions continues to increase among SMBs across a range of sectors, but what customers want from them is changing, fuelled by the rise in AI – which brings plenty of opportunities for resellers.

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sector and product category. Some areas are maturing faster than others, particularly where SaaS is clearly linked to operational efficiency, collaboration, workplace management or customer engagement.” Jordan Hobday, director, sales UK enterprise at Netgear, adds that growth is strongest in organisations with lean IT teams, such as professional services or retail. “In sectors like financial services, where compliance processes cause friction, the pace is much slower,” he says. “Across industries, SMBs need technology that saves time and simplifies operations. One dashboard gives lean IT teams greater visibility and control, while predictable pricing makes budgeting easier. As more business moves to the cloud, they can scale and stay productive without adding tools, overhead or complexity.” Changing expectations But as SaaS continues to mature, customers’ expectations of what they want from a solution is evolving too. “SMBs are looking for SaaS solutions that are easy to adopt, simple to manage and clearly connected to business value,” says Morten. “They want flexibility, predictable costs and solutions that can scale with their business without adding unnecessary complexity. “SMBs increasingly expect SaaS to be part of a broader solution rather than a standalone subscription. They want software, hardware and services to work together seamlessly. They also expect easier billing, clearer consumption models and better tools for managing renewals, usage and value over time.” Anthony Dobson, regional director, sales for Arrow’s enterprise computing solutions business in the UK&I, notes that as SaaS estates grow, customers are asking harder questions about what they have, what they are using and what it is delivering. “Integration and security are part of that, but so are licence utilisation,

cost and the ability to see across an increasingly broad estate,” he adds. Jo Holliday, general manager, UKI and South Africa at Acronis, agrees that features and ease of use matter, “but customers also need to know that essential applications will remain available, protected and well managed,” she says. “For an SMB with limited IT resources, it is worth considering how a service fits with existing tools, who can access its data and how that data could be recovered. Those questions should be part of the purchasing conversation.” Kevin Hallmark, head of global distribution at Huntress, says SMBs are looking for rapid time to value, predictable costs, interoperability with existing tools, responsive support, and clear ownership between the vendor, partner and customer. “Expectations are changing because AI is accelerating the pace of product development,” he adds. “Customers are beginning to expect software to improve continuously, automate routine work, surface useful insights and adapt to new risks without adding complexity. The best SaaS experience is not another dashboard. It is a measurable business or security outcome delivered with minimal operational burden.” AI impact Kevin adds that AI is changing how SaaS products are built, how users interact with them, and what risks they must address. “It is accelerating development and raising expectations for more intuitive, continuously improving products,” he says. “AI can help SaaS applications summarise information, identify patterns, recommend next steps and automate repetitive work. At the same time, AI is expanding the threat model. Organisations need visibility into which AI tools are being used, who is using them, what data they can access, and whether they create new paths for exposure or abuse.” But, as Joel Burnett, head of customer

Contributors

Christian Nagele

inforcer.com

Morten Boll

midwichgroupplc.com

Jordan Hobday

netgear.com

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SMBs are looking for SaaS solutions that are easy to adopt, simple to manage and clearly connected to business value.

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SaaS

success and support at Adventoris, warns: “Seemingly everyone is finding ways to incorporate it into their solutions, regardless of whether it’s needed or useful,” he says. “For instance, an ‘AI- assisted search’ functionality may not offer many (if any) benefits over a traditional algorithm. That’s not to say that AI doesn’t have enormous potential. From automating repetitive administrative tasks to improving order processing and analysing large volumes of data, there are some genuinely exciting applications, particularly for SMBs that may not have the time or resources to dedicate to these activities. “For SaaS providers, the challenge is demonstrating how these capabilities can deliver tangible benefits to their clients, whether that’s reducing costs, improving efficiency or freeing up employees to concentrate on more valuable activities.” Anthony says AI is increasingly being built into SaaS applications themselves, changing how people use the software as well as what they expect from it. “We are seeing it automate tasks, surface information and recommendations, and make better use of the data already sitting within those applications,” he says. “Customers increasingly want to know what AI can do for the business and whether the use case stands up in practice.” Christian adds that AI can be useful for maximising the value in the SaaS tools businesses already use. “You’d be amazed at the value that can be added to a business just through layering in AI capabilities,” he says. “[For instance] Copilot lives within the Microsoft environment and is a good way of giving AI secure curated access to a dataset without the risk of oversharing everything else. “This is what we’re trying to promote to MSPs, to just deliver credible end-user AI training, prompt training with a degree of monitoring, and just bring all these users into the world of daily AI use. “There are material gains through just effective end user use of Copilot,

alongside maximising what you’re using from your SaaS tooling.”

You'd be amazed at the value that can be added to a business just through layering in AI capabilities. “ ” Contributors

Business value With SaaS solutions evolving, so should the way resellers and MSPs approach sales conversations with customers about it. Morten says resellers should focus less on selling SaaS as a standalone

product and more on explaining the business value it creates. “The

conversation should be about outcomes: improved collaboration, better workplace experiences, increased flexibility, simpler management and stronger long-term value,” he says. “They should also help customers understand how SaaS fits alongside hardware and services. In AV and UC especially, the strongest proposition will often come from combining devices, software, support and lifecycle services into one joined-up solution. “At the same time, resellers need to be ready to manage the commercial complexity behind SaaS. This includes billing, renewals, consumption, usage tracking and customer success. Having the right tools and processes to manage recurring revenue will be essential.” Joel says there is often not enough discourse regarding the structure required to support or enable many SaaS solutions; the bedrock of which is good data. “As someone who spent the better part of a decade working in software implementation, that really should be emphasised,” he says. “The quality of data has a large impact on the success of a SaaS platform and putting in the leg work early pays dividends further down the road.” Jordan adds that resellers should treat security features as a differentiator, rather than as an add-on sale. “If security is treated as an upsell, the reseller ends up competing on price for the core product, hoping to recover the margin later,” he explains. “Leading with integrated security changes the conversation, making it about

Anthony Dobson

arrow.com

Jo Holliday

acronis.com

Kevin Hallmark

huntress.com

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