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 49 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

Customers access their portal via a unique URL provided by your MSP. To preview what customers see:

In the sidebar, expand Customers and click All Customers
Select the customer
Click View Portal or Preview Customer Dashboard

Dashboard Overview

┌─────────────────────────────────────────────────────┐
│ Acme Corp - Security & Compliance Status            │
├─────────────────────────────────────────────────────┤
│                                                      │
│ Overall Compliance: 78% (49/63 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                            │   │
│ │ [=========            ] 41% (62/153 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: 111 of 216 (51%)
  HIPAA: 49/63 controls
  CIS: 62/153 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 11 additional controls, 3-4 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

To customize portal branding:

In the sidebar, expand Administration and click Settings
Click Portal Branding or White-Label Settings
Upload logo, configure colors, set domain

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

To manage customer portal access:

In the sidebar, expand Customers and click All Customers
Select the customer
Click Portal Settings or Users tab
Grant access to customer users

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:

In the sidebar, expand Customers and click All Customers
Select the customer
Click View Portal to review their dashboard week before QBR
Review compliance trends
Note value delivered
Identify opportunities
Export executive summary (click Export PDF)
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)