2025 in review: our founders' perspective

As we wrap up 2025, Greg and Steve sat down to reflect on Support Fusion’s first year in market.

It’s not a polished pitch or a roadmap reveal. It’s a straightforward conversation about what stood out, what was harder than expected, and how customer demand is shaping what comes next.

Remembering the first customer

One moment that stood out was going live with Paratira.

Every product remembers its first real customer. Paratira found Support Fusion through our content, took the time to evaluate the platform, and backed the idea early. Getting that first pairing live, and seeing value flow in a real production environment, was an important validation for the team.

It reinforced that this problem is real, not theoretical, and that there are organisations actively looking for better ways to work across service platforms.

Learning to serve two sides of the equation

One of the biggest lessons from 2025 was understanding that Support Fusion doesn’t have one customer type, but two.

MSPs tend to move quickly and pragmatically. Enterprise IT teams move more carefully, with governance, risk and process front of mind. Both are right, but designing a product that proves value early for both sides has been one of our biggest challenges.

That learning is now directly influencing how we think about onboarding, configuration, and time to value.

Content, momentum, and growing pains

Another theme was content. Putting consistent effort into explaining the problem and showing the product working brought strong inbound interest, including from the US.

That momentum came with some practical realities. Supporting customers across time zones, often late at night, is manageable early on but not something that scales without a broader team. It was a good problem to have, and a clear signal of where the business is heading.

Looking ahead to 2026

The conversation finishes by looking forward.

Ticket synchronisation is still the foundation, but customer demand is pushing Support Fusion further up the managed services stack. Assets, alerts, customer data and service context are all part of the same operational picture, and syncing them intelligently is where the next phase of value sits.

AI will play a role, particularly in configuration and making complex setups easier to reason about, but always in service of practical outcomes rather than novelty.

Watch the full conversation

If you’re interested in a candid look at what the first year of building Support Fusion has really been like, the full video is below.

Special thanks to Robert Gallup at Oz2US Ventures for providing the setup and space to record the conversation.