Every MSP has a Dave.
Don't let Dave take your clients' knowledge with him.
Dave knows Client X's weird VLAN setup, why the backup runs at 3am on Thursdays, and which contact actually has admin access. Understudy captures all of it in a 10-minute conversation — before Dave goes on vacation, gives notice, or just forgets.
Sound familiar?
Your best tech goes on vacation
Tickets pile up. Clients complain. Someone calls the tech's cell.
Any tech on your team pulls up the client runbook and handles it.
A senior tech gives notice
Frantic 2-week brain dump. You capture maybe 30% of what they know.
Knowledge was already captured incrementally. Transition is smooth.
New hire starts Monday
Shadowing for weeks. Constant questions. Mistakes on client environments.
Structured playbooks for every client. Productive from week one.
Client calls about an edge case
"Let me check with Dave — he set this up." Dave left 6 months ago.
The runbook covers it: decision tree, exceptions, and all.
How it works
Tech does a brain dump
Describe a client setup, process, or procedure however it comes to mind. Messy is fine.
AI asks the right follow-ups
Edge cases, failure modes, decision points, the 'oh wait, don't forget about' stuff you'd never write down.
Get a structured runbook
Steps, decision trees, roles, exceptions — formatted so any tech on your team can follow it on day one.
Not another IT Glue. Not another Hudu.
You already have a place to store documentation. The problem isn't storage — it's that nobody writes the docs in the first place.
Understudy solves the input problem. It's how the knowledge gets INTO whatever system you already use. Think of it as the bridge between what your team knows and what's actually documented.
Capture one client runbook. See if it's useful.
Pick your most complex client. Do a 10-minute brain dump. If the output isn't useful, you lost 10 minutes. If it is, you just protected your business from a bus factor.
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Built by Hunter Bacot, Sr. Software Engineer at LinkedIn.
Based in Portland, OR — happy to meet for coffee.