Kaseya 365 and PSA platform built from scratch for a US managed service provider

The Challenge

Tymor Technologies, a growing US managed service provider, was running their operations on a mix of free tools, manual processes, and ad-hoc monitoring scripts. There was no centralised RMM platform, meaning no consistent visibility into client endpoints. Helpdesk tickets were managed through shared email inboxes with no SLA tracking, no priority routing, and no audit trail. Security coverage across their managed client base was inconsistent and undocumented. A portion of their technicians worked remotely without a stable, secured access environment. To compete and scale as an MSP, they needed a professional platform built correctly from the start.

Our Approach

BPro IT began with a two-week discovery phase to map Tymor's client base, existing tooling, service tiers, and day-to-day operational processes before any configuration work began. Kaseya 365 Endpoint was deployed first: RMM agents rolled out across all managed endpoints, monitoring policies defined per client tier, and automated patch management configured with staged approval windows for workstations and servers separately. Kaseya 365 User was provisioned across Tymor's own team, covering Microsoft 365 data protection, security awareness training, and dark web monitoring for staff credentials. Kaseya BMS (the PSA) was built from scratch: ticket categories and workflows, three SLA response tiers mapped to client contract levels, priority routing rules, a client-facing portal, and billing workflow integration. Baseline security policies were applied globally across all managed endpoints: endpoint encryption, MFA enforcement, Windows Defender configuration profiles, and documented escalation procedures per client tier. The RDS server was built on Windows Server 2022 with the Remote Desktop Services role configured: RemoteApp sessions published for internal tooling, TLS termination through RDS Gateway, and access restricted to authorised technician accounts with session logging enabled.

The Outcome

Tymor Technologies moved from fragmented, informal operations to a fully structured MSP platform in six weeks. Every managed endpoint has monitoring, automated patching, and security coverage. Tickets are routed, tracked, and closed against defined SLAs with a full audit trail. Remote technicians access client environments and internal tooling through a secured RDS environment without VPN complexity. Full platform runbooks and configuration documentation were handed over at project close.

• Full Kaseya 365 stack live: Endpoint, User, and BMS PSA
• Three SLA response tiers configured with automated ticket routing
• Baseline security policies applied across all managed client endpoints
• RDS server live on Windows Server 2022 for secure remote technician access
• Full platform runbook and configuration documentation delivered at handover