When the Unthinkable Happens: Contingency Planning for the People Problems You Never See Coming

Most MSPs prepare for outages and disasters — but not for what happens when key people suddenly aren’t there. A medical emergency or unexpected resignation can disrupt your team just as fast as a server going down.

This session digs into how to keep your MSP running when life gets messy. I’ll share real situations I’ve lived through — from a support leader hospitalized for months, to an entire team taken offline by international unrest, to a product left unusable overnight when the only engineer who understood it walked out.

You’ll leave with practical ways to spot single points of failure, document the work that actually keeps your business moving, build backups for essential roles, and stay steady for your clients when the unexpected hits. If you’ve ever realized only one person knows how to do something critical… this talk is for you.