LabTech Software has launched LabTech 2011.2, a managed services software upgrade that includes so-called "direct tunneling" capabilities. Apparently, direct tunneling creates an IP tunnel from an MSP to a customer PC or remote system that requires management. LabTech 2011.2 arrives at a key time for the software company, which must balance rapid growth with continued innovations and expanded partner support services.

First, the news: In addition to the tunneling feature, LabTech 2011.2 supports a multi-vendor anti-virus management dashboard; agent deployment dashboard; and StorageCraft Backup Management Dashboard. LabTech claims the upgrade also offers improved reports, one-click connections between customers and MSPs; and more hardware inventory capabilities. In an email to me, CEO Matt Nachtrab asserted: "We have fixed every known bug in the system."

But here's the real challenge: Even as LabTech offers new software updates, the company must also build out its service and support capabilities worldwide. I think LabTech had about 200 MSP partners -- customers -- when ConnectWise Capital invested in the company in early 2010. Now, I think LabTech's customer count has pushed beyond 2,000 partners. (I need to double-check those figures.) Plus, Nachtrab was in Europe last week evangelizing LabTech's software to MSPs in multiple countries.

Nachtrab anticipated my question about global support before I asked it. In an email to me about LabTech 2011.2, he also mentioned: "We have invested heavily in support, implementation, consulting, documentation, and quality assurance."

I'll dig for deeper details at the ConnectWise IT Nation conference in November, where LabTech will host its own Automation Nation gathering.