What made iTSC choose SuperOps over other RMM platforms like ConnectWise?

iTSC prioritized three requirements: strong communication with the vendor, partnership-oriented support, and cost efficiency. After nearly eight years with ConnectWise, they discovered SuperOps one month before their decision deadline and found the communication and relationship approach superior, despite evaluating other options like Paseo.

How does iTSC use SuperOps for billing and time tracking?

iTSC tracks billable hours within the ticketing system, documents hardware needs in ticket communications, and uses custom labels like 'billing' and 'bill next' to flag items for invoicing. All client work, whether remote or on-site, is tracked through the SuperOps helpdesk ticketing system.

How iTSC Built Long-Term Partnership with SuperOps

Name: How iTSC Built Long-Term Partnership with SuperOps
Uploaded: 2026-04-12T14:21:58-04:00
Duration: 5 min 5 s
Description: TL;DR iTSC switched from ConnectWise to SuperOps after discovering the platform just one month before making their final vendor decision, prioritizing communication and partnership over cost alone. The platform handles helpdesk ticketing, remote access...

SuperOps

04/12/2026

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TL;DR

iTSC switched from ConnectWise to SuperOps after discovering the platform just one month before making their final vendor decision, prioritizing communication and partnership over cost alone.
The platform handles helpdesk ticketing, remote access, and IT audit tracking while allowing customization through tags and scheduling workflows that fit iTSC's operational needs.
SuperOps has implemented approximately 60% of iTSC's feature requests since onboarding, demonstrating responsive product development and genuine partnership commitment.

Summary

Angel F. Rosa, President and Partner of iTSC in San Antonio, Texas, shares his experience transitioning from ConnectWise to SuperOps after nearly eight years. The decision came down to three critical factors: responsive communication, partnership-oriented support, and cost efficiency. Rosa emphasizes that SuperOps provides all the necessary tools for managing helpdesk ticketing, remote access, and IT audits while maintaining the collaborative relationship iTSC values with both customers and vendors. The platform has enabled iTSC to customize workflows with tags and scheduling features, share ticketing access directly with clients, and track billable hours and hardware needs efficiently. Rosa highlights that approximately 60% of iTSC's feature suggestions have been implemented by SuperOps, demonstrating the vendor's proactive approach to customer feedback and product development.

Chapters

0:00 - Introduction and Background
0:13 - Vendor Selection Process
0:43 - Partnership Philosophy
2:05 - Platform Features and Workflows
4:26 - Support and Product Development

Key Quotes

0:28 "He's been great since day one, and that was one of the biggest top three requirements for us, was the communication that we would have with such a company."
1:21 "Without that partnership, I really don't want to do business with anybody that way. I just don't want to have a customer to generate income. I want to have a partner-customer that we can have a long-term relationship."
1:50 "I spent a godly amount of money for a relationship with ConnectWise that didn't go anywhere after, well, almost eight years. It was a headache to get out of that deal, too."
4:43 "A lot of what we've recommended and suggested out of 100, maybe 60% of it has been implemented to date. So interactively, very proactively, and that's very important."

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» Cybersecurity » Endpoint Security
» Data Protection

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