Customer Portal

The Customer Portal provides your customers with real-time visibility into their compliance status and the business value you’re delivering - turning your MSP services into visible, measurable outcomes.

Why Customer Portals Matter

The Traditional Problem

Customer asks: “What am I paying for?”

Traditional MSP answer:

“We responded to 47 tickets last month”
“Your systems are being monitored”
“Everything is running smoothly”

Customer thinks: “But what business value am I getting?”

The LanternOps Solution

Customer asks: “What am I paying for?”

Your answer with Customer Portal:

“Here’s your real-time compliance dashboard. You’re currently satisfying 42 of 63 HIPAA controls through our services. We’ve blocked 450 security threats this quarter, prevented a $22K hardware failure, and saved you 40 hours in audit preparation. Click here to see the detailed evidence.”

Customer thinks: “This MSP is essential to my business.”

What Customers See

Dashboard Overview

┌─────────────────────────────────────────────────────┐
│ Acme Corp - Security & Compliance Status            │
├─────────────────────────────────────────────────────┤
│                                                      │
│ Overall Compliance: 78% (42/54 controls)            │
│ Last Updated: 2 hours ago                           │
│ Status: Audit-Ready ✅                              │
│                                                      │
│ ┌─────────────────────────────────────────────┐   │
│ │ HIPAA Compliance                             │   │
│ │ [===============      ] 78% (49/63 controls) │   │
│ │                                              │   │
│ │ Administrative Safeguards:  ✅ 18/20         │   │
│ │ Physical Safeguards:        ✅ 10/13         │   │
│ │ Technical Safeguards:       ⚠️  21/30        │   │
│ │                                              │   │
│ │ [View Detailed Report]                       │   │
│ └─────────────────────────────────────────────┘   │
│                                                      │
│ ┌─────────────────────────────────────────────┐   │
│ │ CIS Controls v8.1                            │   │
│ │ [=========            ] 42% (62/149 controls)│   │
│ │                                              │   │
│ │ Asset Management:           ✅ 8/9           │   │
│ │ Data Protection:            ✅ 12/15         │   │
│ │ Malware Defenses:           ⚠️  5/8          │   │
│ │                                              │   │
│ │ [View Detailed Report]                       │   │
│ └─────────────────────────────────────────────┘   │
│                                                      │
└─────────────────────────────────────────────────────┘

Compliance Status Cards

Each framework shows:

High-Level Status:

Overall percentage (78%)
Controls satisfied (42/54)
Last evidence update (2 hours ago)
Audit readiness indicator

Category Breakdown:

Control categories with progress bars
Visual indicators (✅ complete, ⚠️ partial, ❌ gap)
Drill-down capability

Evidence Freshness:

Real-time status
Last sync timestamp
Data source indicators

Detailed Compliance View

Click “View Detailed Report” to see control-by-control status:

Control Implementation Status

HIPAA Security Rule - Technical Safeguards

✅ 164.312(a)(1) - Access Control
   Implemented By: Advanced MFA + Access Management
   Evidence:
   - 75 users with MFA enabled (100% coverage)
   - Last verified: 1 hour ago via Microsoft Graph
   - Authentication logs reviewed continuously
   Status: SATISFIED

✅ 164.312(e)(1) - Transmission Security
   Implemented By: Advanced Email Security (Avanan)
   Evidence:
   - TLS 1.2+ enforced on all email transmissions
   - DMARC, SPF, DKIM configured and passing
   - 450 phishing attempts blocked this quarter
   Status: SATISFIED

⚠️ 164.312(b) - Audit Controls
   Implemented By: Basic Monitoring (partial)
   Evidence:
   - Windows event logs collected
   - SIEM deployment recommended for complete coverage
   Status: PARTIAL

❌ 164.312(e)(2)(ii) - Encryption
   Not Implemented
   Recommendation: Add email encryption service
   Impact: PHI transmissions may not be fully encrypted
   Status: GAP

Evidence Details

For each satisfied control, customers can see:

What Service Provides It:

Control: CIS 1.1 - Enterprise Asset Inventory

Provided By: Complete Asset Management

Service Features:
✅ Automated discovery via NinjaOne
✅ Real-time tracking (15-minute updates)
✅ 147 endpoints currently tracked
✅ Hardware lifecycle monitoring
✅ Warranty expiration tracking

Evidence Proving It:

Evidence Collected:

Source: NinjaOne Integration
Last Sync: 2 hours ago
Data Points:
- 125 workstations discovered
- 22 servers discovered
- 147 total endpoints tracked
- 100% network visibility achieved
- Last discovery scan: 15 minutes ago

Validation: ✅ PASSING
Confidence: 95%

Business Value Delivered:

Value This Service Provides:

Compliance:
✅ Satisfies 9 controls across 6 frameworks
✅ Audit-ready asset inventory maintained
✅ 40 hours/quarter saved on audit prep

Operational:
✅ 12 aging devices identified proactively
✅ 5 warranty expirations caught before failure
✅ $22,500 hardware refresh project scoped

Risk Mitigation:
✅ Prevented surprise equipment failures
✅ Ensured compliance for cyber insurance
✅ Maintained security posture visibility

Value Delivered Dashboard

Separate tab showing business outcomes:

Security Value

Security Protection (Last 90 Days)

Threats Blocked: 450
  Email phishing attempts: 387
  Malware detections: 41
  Malicious domains blocked: 22

Potential Breach Cost Avoided: $200,000+
  Based on avg ransomware attack cost

Endpoint Protection: 100%
  147 of 147 endpoints monitored
  Zero successful attacks
  Real-time threat response: Active

Compliance Value

Compliance Assurance

Controls Satisfied: 42 of 54 (78%)
  HIPAA: 49/63 controls
  CIS: 62/149 controls

Audit Preparation Time Saved: 40 hours/quarter
  Traditional manual prep: 40+ hours
  LanternOps automated: <5 minutes
  Value: $6,000/quarter at $150/hr

Status: Audit-Ready
  Evidence collected continuously
  No scrambling at audit time
  Professional documentation available instantly

Operational Value

Operational Efficiency

Issues Prevented: 15
  Hardware failures predicted: 3
  Warranty expirations caught: 5
  Critical patches applied proactively: 7

Downtime Avoided: 24 hours
  Based on predicted failure prevention
  Value: $12,000 at $500/hour business cost

Proactive Management:
  ✅ 12 aging devices identified
  ✅ $22,500 refresh project scoped
  ✅ Budget planning enabled

Service Overview

Your Active Services (9)

Complete Asset Management - $441/month
  147 endpoints tracked
  9 controls satisfied
  [View Details]

Advanced Email Security - $1,350/month
  75 users protected
  450 threats blocked this quarter
  7 controls satisfied
  [View Details]

Huntress EDR Protection - $735/month
  147 agents deployed
  8 controls satisfied
  Zero infections
  [View Details]

[View All Services]

Comparative Analytics

Show improvement over time:

Compliance Trend

Compliance Progress - HIPAA

Q1 2025: 35% (22/63 controls)
Q2 2025: 54% (34/63 controls)
Q3 2025: 68% (43/63 controls)
Q4 2025: 78% (49/63 controls)

Trend: ↗️ 43% improvement year-over-year
Goal: 95% by Q2 2026 (needs 3 additional services)

Security Posture Trend

Security Metrics - Last 12 Months

Threats Blocked:
  Q1: 234
  Q2: 318
  Q3: 412
  Q4: 450

Trend: Increased detection (good - more visibility)

Successful Attacks:
  All Quarters: 0

Trend: ✅ Zero breaches maintained

Investment vs. Value

ROI Analysis

Your Investment: $3,666/month
  9 active services
  147 endpoints

Value Delivered: $218,000+ (Last 12 months)
  Compliance: $24,000 (audit prep time saved)
  Security: $200,000+ (breach cost avoided)
  Operational: $12,000 (downtime prevented)
  Revenue: $22,500 (opportunities identified)

ROI: 495%

Gap & Opportunity View

Customers can see their own compliance gaps:

Critical Gaps

⚠️ Compliance Gaps Requiring Attention

CIS 10.1-10.7: Malware Defenses
Status: Not Implemented
Impact: Vulnerable to ransomware and advanced threats
Risk Level: CRITICAL

Your Current State:
❌ 147 endpoints without EDR protection
❌ Basic antivirus only (signature-based)
❌ No behavioral threat detection
❌ No automated remediation

Recommended Solution: Huntress EDR Protection
Cost: $735/month
Controls Satisfied: 8 (CIS, NIST, HIPAA, PCI DSS)
Value: Prevent ransomware (avg cost: $200K per attack)

[Request Quote] [Learn More]

Improvement Roadmap

Path to 95% HIPAA Compliance

Current: 78% (49/63 controls)
Target: 95% (60/63 controls)
Gap: 11 controls

Recommended Services:

1. Advanced SIEM/Monitoring - $800/month
   Satisfies: 6 audit control requirements
   Timeline: 30 days to implement

2. Email Encryption - $200/month
   Satisfies: 3 transmission security controls
   Timeline: 14 days to implement

3. Vulnerability Scanning - $400/month
   Satisfies: 2 technical safeguards
   Timeline: 21 days to implement

Total Investment: $1,400/month
Result: 95% HIPAA compliance achieved
Timeline: 60 days

[Discuss with Your Team]

Executive Summary (PDF Export)

Customers can download executive summaries:

Quarterly Report

Included Sections:

Executive Overview
- Overall compliance percentage
- Key achievements this quarter
- Security posture summary
- Business value delivered
Compliance Status
- Framework-by-framework breakdown
- Control implementation details
- Evidence summary
- Gap analysis
Security Metrics
- Threats detected and blocked
- Incident summary (if any)
- Endpoint protection coverage
- Email security performance
Operational Metrics
- Uptime statistics
- Issues prevented
- Proactive actions taken
- Service performance
Value Summary
- Time saved
- Costs avoided
- Risks mitigated
- ROI calculation
Recommendations
- Gaps requiring attention
- Suggested improvements
- Compliance roadmap
- Budget considerations

Use Cases:

Board presentations
Executive leadership updates
Insurance/audit submissions
Compliance documentation

Customization & Branding

White-Label Portal

MSP Branding:

Your company logo
Your color scheme
Your domain (portal.yourmsp.com)
Your support contact info

No LanternOps Branding:

Customers see your MSP brand only
“Powered by LanternOps” optional

Custom Frameworks

Show only relevant frameworks:

Healthcare Customer:

HIPAA (required)
CIS Controls (baseline)
Hide: CMMC, PCI DSS (not applicable)

Finance Customer:

SOC 2 (required)
PCI DSS (required)
CIS Controls (baseline)
Hide: HIPAA, CMMC (not applicable)

Custom Metrics

Add MSP-specific KPIs:

Ticket response time
Customer satisfaction scores
SLA compliance percentages
Custom service metrics

Access Control

User Permissions

Grant portal access to customer stakeholders:

Admin Users:

Full compliance visibility
Evidence details
Gap reports
Download capabilities
Service management

Executive Users:

Dashboard overview
Summary metrics
Executive reports
No technical details

Auditor Access:

Read-only access
Evidence downloads
Compliance reports
Time-limited access

Audit Trail

Track customer portal usage:

Login history
Reports viewed
Evidence downloaded
Export activity

Integration with Customer Workflows

Email Digests

Automatic email summaries:

Monthly Summary:

Subject: Your Compliance & Security Update - November 2025

Acme Corp Highlights:

✅ HIPAA Compliance: 78% (up 2% from last month)
✅ 127 threats blocked (18% decrease - good sign)
✅ Zero security incidents
✅ All services performing optimally

New This Month:
• Added 12 new endpoints to monitoring
• Updated backup retention policy
• Completed quarterly restore test

Action Items:
⚠️ 5 devices approaching warranty expiration
⚠️ Windows Server 2012 EOL (1 server needs upgrade)

[View Full Dashboard]

Alerts & Notifications

Customers receive real-time alerts:

Critical Alerts:

Security incidents detected
Compliance drift (control lost)
Service outages
Failed backups

Informational:

Compliance improvements
New controls satisfied
Quarterly reports available

Customer Portal Best Practices

1. Train Your Customers

Initial Onboarding:

Schedule portal walkthrough
Explain compliance dashboards
Demonstrate value metrics
Answer questions

Ongoing Education:

Monthly QBR using portal data
Highlight new features
Show trend improvements

2. Use in Sales Process

Prospect Demo:

“Here’s a sample portal showing what you’ll see. Real-time compliance status, evidence of value delivered, and transparency into what you’re paying for. No other MSP provides this level of visibility.”

Differentiation:

Competitors: “Trust us, we’re doing good work”
You: “Here’s proof of exactly what we’re delivering”

3. QBR Preparation

Use Portal Data:

Open customer portal week before QBR
Review compliance trends
Note value delivered
Identify opportunities
Export executive summary
Present in QBR

Customer Engagement:

Screen share portal during QBR
Walk through dashboards together
Answer questions in real-time
Export PDF for their records

4. Increase Transparency

Build Trust:

Give customers access day one
Update evidence continuously
Show both wins and gaps
Be proactive about issues

Result:

Higher retention
More referrals
Easier upsells
Premium pricing justified

Success Stories

Healthcare Provider

Customer: Regional medical group (75 employees)

Before Portal:

Quarterly QBRs: “Here’s what we did”
Customer skepticism about value
Difficult renewals

After Portal:

Real-time HIPAA compliance visibility
Customer checks portal weekly
Renewals: “We can’t live without you”
3 referrals generated

Quote:

“Our practice administrator logs into the portal every Monday. She loves seeing the HIPAA compliance percentage and security metrics. During renewal, she said ‘This portal alone is worth the investment - I finally understand what you do for us.’”

Manufacturing Company

Customer: Defense contractor (200 employees)