I want to start by saying that I have been a longtime user of LastPass and have always felt that it is a really easy to use product. So, as an MSP we use the LastPass Teams product and it has worked well, we use it with Duo for MFA and that also has worked well. I saw an article recently that said that LastPass now offers advanced MFA and I was intrigued. It sounds like it may have the features that we need and are using Duo for. Well that is where it really started to go sideways. I contacted LastPass Support as I was unable to add the trail of MFA to my account, they informed me that it was a product that we did not subscribe to so I would have to contact sales to get a trial. I said that I understand that we did not currently have and that is why I wanted the trial. Again they asked me to contact sales, I was told that I would have to find the sales phone # online and call them because they could not transfer me. I looked online and could not find a # so I asked if he could give it to me. He replied that I would have to find it online, so I asked for the url, he said to visit: https://lastpass.com/contact-sales I did and the sales and demo links take you to an online form. He said well that will work just send them your info. Thanks! FAIL for support. So I noticed the chat icon in the lower corner and thought I would give that a shot. I asked for a trial of the MFA product and gave them my account # and was informed that as a current user I would have to setup a new email, not in use with LastPass to try the product. I said that that was not really ok as I did not want to go through the work to setup MFA with a fake account so I could later go through all the effort again if it worked. I then said just charge me a single seat so I can try it with my paid account. The response was: well we can't do that, you would have to add it to all your users. FAIL again.

So I am on the hunt for a product that works like LastPass but is setup to work with MSP's and understands that customer is really what separates one company from another. Duo has been a great MFA vendor and I want to say that the NFR option from them is great. Now I just need the password manager to replace LastPass.

We're starting to put together training materials and protocols for clients to follow in regards to security awareness. Part of which is to give them tools to make this easy. From the feedback we've gotten the biggest pain point is password management.

In house we've tried out Lastpass, Dashlane, and 1Password. I really like the features Lastpass Enterprise offers.

That said, it's definitely not designed for MSP style billing or management. My conversations with sales people from Lastpass have been discouraging. (Unable to bring in all clients as a single account, minimum user counts per site, no option for super-admin style logins that can manage more than one account, annual billing only, etc.)

Are there any other options I should be looking at? Has anyone successfully integrated a service like LastPass into their MSP offering?

Have a client pushing us to setup and manage their LastPass.

From our previous experience this is generally a nightmare. With perhaps the internal person not managing it correctly, going unused by majority of staff, and then us footing blame.

Curious what other MSPs experience from managing or servicing it is. Thanks.