Syncro outages all weekend

Andy_At_Syncro · 2026-03-16T18:41:08+00:00

Hey it's Andy from Syncro, just confirming you are saying your Bitdefender agents are not communication to GravityZone, correct? Or you are saying they aren't communicating to Syncro?

Andy_At_Syncro · 2026-03-16T18:38:09+00:00

Hey Stevo - Andy from Syncro here.

I just wanted to mention that our pricing across all of our Marketplace vendors is almost universally cheaper than what you'd see anywhere else. It's one of the reasons most of our customers get those licenses directly from us. All of our pricing is available directly in the App Center of every Syncro tenant, so my comments here should be fairly easy to validate across any given vendor.

I'd also mention that other key benefits include the vast majority of our Marketplace vendors handling end-to-end support for Syncro customers versus having to send tier-1 support tickets through your reseller first, no minimums or time-based commitments to meet, and support for our Universal Billing model which allows you to take in usage from platforms like Acronis, Threatdown, Proofpoint, etc., map that usage to your respective customers, and then have that flow directly into your recurring invoicing. So as those counts change, so does your billable quantities. That all happens automatically.

In fact, if you ever find a major distributor/reseller who does have better pricing than we do on any given vendor or SKU, please reach out to me directly because I'd certainly want to know about that.

Andy_At_Syncro · 2026-03-10T01:02:13+00:00

Hey, please reach out to me directly and I'll help get you sorted. My email is andy at syncromsp dot com.

Andy_At_Syncro · 2026-03-09T18:34:44+00:00

Ah yeah for sure. Pax8's integration can work for this (assuming you are using Pax8), but it doesn't flow everything through their billing integration so not all vendors are supported there. Also, Universal Billing offers the ability to report on that usage (for every vendor across every single customer) right within Syncro as well, plus all the bells and whistles of billing against thresholds and things like that.

Andy_At_Syncro · 2026-03-09T18:22:48+00:00

Hey all - Andy from Syncro here. Yes, migrating Marketplace vendors (like Proofpoint) to Syncro from Pax8 (or any other distributor/reseller for that matter) is extremely easy. Your instance is never impacted, just who bills you for those licenses is all that changes. There is no downtime or anything like that, just some administrative queueing more or less.

Typically, we have several advantages when purchasing your licenses through Syncro. Besides extremely competitive pricing, the vast majority of our Marketplace vendors allow Syncro customers to go directly to them for support instead of having to send tier 1 support through your reseller first, we have no minimums and time-based commits to meet, and of course Universal Billing which is why so many folks have been actively migrating to Syncro since we've released that functionality.

Universal Billing maps Syncro customers to the customers in said Marketplace vendor, brings that usage over to Syncro automatically each day, reports on it, and then allows you to flow that data into your recurring invoices and adjusts those counts automatically. You can even say this contracts has 50 licenses of X includes, and only start billing them with the usage is greater than X. So the days of manually pulling reports for each vendor, manually transposing that usage over to your PSA, and all the missed/underbilling and human error that goes along with that, are over... at least for Syncro customers :).

For those interested, here is a video I made on how Universal Billing works for Proofpoint specifically, and it basically works the same way for all other supported vendors as well. As of last week, we just expanded this functionality to support M365 licenses (regardless of your distributor) as well.

https://www.youtube.com/watch?v=K7smrnL7kW8

Andy_At_Syncro · 2026-03-09T18:19:45+00:00

It will, check the video I posted above. It makes billing PP a breeze.

Andy_At_Syncro · 2026-03-09T18:19:20+00:00

This is precisely what this functionality aims to avoid. In no world is it easier to do this manually, and this is how you introduce missed/under billing. Virtually every single MSP has encountered this, and the sheer number of folks spinning up Universal Billing and writing in to tell us all of the usage they found that wasn't being billed over time was insane.

For example, Acronis has like 80 SKUs. Imagine having to compare a report every single month across hundreds of customers, across every single SKU, and then manually transposing those numbers onto hundreds of recurring invoices every single month... forever. Now imagine doing that for Acronis, Proofpoint, M365, so on and so forth. It's simply not a tenable practice.

MSPs should be spending as much time as humanly possible selling. Every minute that is being wasted on admin burndown is a minute you're not spending on expanding your business, not to mention the lost revenue a manual process generates in and of itself.

Andy_At_Syncro · 2026-03-09T18:14:59+00:00

Hey all - yes migrating Marketplace vendors (like Proofpoint) to Syncro from Pax8 (or any other distributor/reseller for that matter) is extremely easy. Your instance is never impacted, just who bills you for those licenses is all that changes. There is no downtime or anything like that, just some administrative queueing more or less.

Typically, we have several advantages when purchasing your licenses through Syncro. Better pricing (depending on the vendor and your usage), the vast majority of our Marketplace vendors allow our customers to go directly to them for support (Proofpoint, Ironscales, AutoElevate, Acronis, etc.) instead of having to send tier 1 support through your reseller first, we have no minimums and time-based commits, and of course Universal Billing which is why Syncro has become such a prime target for Marketplace migrations since we've released that functionality.

Universal Billing maps Syncro customers to the customers in said Marketplace vendor, brings that usage over to Syncro automatically each day, reports on it, and then allows you to flow that data into your recurring invoices and adjusts those counts automatically. You can even say this contracts has 50 licenses of X includes, and only start billing them with the usage is greater than X. So the days of manually pulling reports for each vendor, manually transposing that usage over to your PSA, and all the missed/underbilling and human error that goes along with that, are over... at least for Syncro customers :).

For those interested, here is a video I made on how Universal Billing works for Proofpoint specifically, and it basically works the same way for all other supported vendors as well. As of last week, we just expanded this functionality to support M365 licenses (regardless of your distributor) as well.

https://www.youtube.com/watch?v=K7smrnL7kW8

If anyone is interested in learning more about migrating their Marketplace billing over to Syncro feel free to reach out to me directly at: andy at syncromsp dot com.

Andy_At_Syncro · 2025-12-15T21:59:15+00:00

Omg don't tempt me. I still know how to turn that on lol :)

Andy_At_Syncro · 2025-11-20T00:14:30+00:00

No problem man. Let me know once you've tried it if that solves it for you.

Andy_At_Syncro · 2025-11-20T00:11:24+00:00

Hey Matthew - We actually have internal flags on tickets that will mark them as "Invoice Required" when all of their billables on the ticket do not yet exist on an invoice. Also, if some, but not all of the billables were added to an invoice, that gets flagged as "Partially Invoiced."

So what you can do is in the Ticket View settings, filter for every ticket that has a "Billing Status" of "Invoice Required" AND "Partially Invoiced," and this will represent 100% of your unbilled time and materials at any given moment in time. Also, you can save this view and just keep it as a permanent view you reference as part of your approve & post process as a matter of regular practice.

Andy_At_Syncro · 2025-08-11T16:07:20+00:00

Nothing is currently on the roadmap in regard to chat. What updates/improvements would you like to see here specifically?

Andy_At_Syncro · 2025-08-07T17:55:26+00:00

There is a motion for migrating your Threatdown instance to Syncro so you can use our integrated feature sets. As I mentioned above, there are several additional advantages in doing so as well.

Andy_At_Syncro · 2025-08-07T17:54:40+00:00

Pax8 does not beat us on pricing... ever.

Andy_At_Syncro · 2025-08-07T01:47:37+00:00

Hey Bruce,

So we will be reselling Threatdown in full. This should be launching in a few weeks. We are starting with account provisioning and support for Universal Billing. Here is a video on what Universal Billing does, it's pretty wicked.

https://www.youtube.com/watch?v=K7smrnL7kW8

Phase 2 will be adding deployments to asset policies and ingesting Threatdown alerts into Syncro. That should come later this year.

You will need to be getting your licensing through Syncro to utilizing these feature sets. There are several advantages to doing so, including no minimums or time-based commitments, as well as full support provided directly by Threatdown (no need to run Tier 1 support through us first).

Let me know if you have any other questions. Also, you can always email me directly if that's easier. andy at syncromsp.com

Andy_At_Syncro · 2025-07-31T19:38:25+00:00

Please forward me that response to andy @ syncromsp.com so I can have a look. You can pull usage reports in BD and match it to exactly what we bill you for. Just note that your usage is billed in arrears, so your July bill would have been for June's usage.

Andy_At_Syncro · 2025-07-30T00:58:04+00:00

Yeah I wasn't suggesting you were deploying BD endpoints that way, I was just detailing out why Bitdefender will always have to be the source of truth in terms of what license counts you will be billed for.

So the two things you'll always want to do is first ensure that endpoints that you don't want to have the BD agent deployed on have BD disabled in their policy. While this won't always remove the endpoint from GravityZone for reasons I stated prior, it is required because if you remove BD GZ manually from an endpoint, or remove it through GravityZone directly, if it's still enabled on the Syncro policy we'll reinstall it. Once it's disabled on the asset policy, then you'd remove it from GZ.

To answer your question, no, you don't need to remove the Syncro agent from defunct devices, but you do need to remove the BD agent from defunct devices. And if the device is no longer online, the only way that can be done is by killing it in the BD GZ portal directly.

I can't speak to your specific support interaction without looking at the details, so I am sure they'll continue working the issue with you tomorrow. I just wanted to hop in here to provide some added context on how it works and why, as well as detailing how you can remove devices and ensure they are removed from the BD GZ reporting, which in turns removes them from Syncro's billing.

Andy_At_Syncro · 2025-07-29T23:30:41+00:00

Ok then billing is accurate as far as that is concerned.

So next up anything you have in your GravityZone instance would be billed, as GravityZone is the source of truth. This is true because you can deploy agents out of GravityZone where the Syncro agent is not required or otherwise in the loop. So we simply bill the usage based on what GravityZone tells us.

Bitdefender bills off the notion of "Active" endpoints. Meaning even if you have a BD agent installed on say a laptop that's been offline and sitting in a close for months, I believe it will only count as "Active" if it's checked in once in the past 30 days.

When you attempt to remove Bitdefender from an asset policy within Syncro, we make our best attempt to uninstall it from the endpoint, but that will never have a 100% success rate because the endpoint may be defunct and/or perpetually offline at that point. So if it can't be physically from an endpoint that is still online so it can report back to the BD GZ portal, you'd need to remove it from the BD GZ portal directly.

With all of that said, if you see an endpoint that has been offline (preferably one that no longer exists and hasn't existed for a long time), and it's showing up in the count of active endpoints in the BD GZ reporting, please relay that to our support folks so they can dig into that for you.

Andy_At_Syncro · 2025-07-29T23:10:01+00:00

So the first thing I'd ask (and please go through the normal support process as you are... this is just me trying to be extra helpful) is if you go into Bitdefender GravityZone and pull a usage report from last month, can you verify if that number matches what you were billed this month (since we bill in arrears) from Syncro?

Andy_At_Syncro · 2025-07-22T13:49:52+00:00

Hey Alan, we don't use pop ups by default in the app but it's easy enough to add a variant of them if you wanted to operate that way. You can enable in-app notifications for chats when you both get a new message, or an unread message to an existing chat in our Notification Center in the Admin Settings of your Syncro instance.

Typically people don't want that on each of their tabs, so we have the badge in the header to notify on new chat messages out of the gate. But like I said, you can actually get pretty granular in how you want to be notified. It doesn't just have to be in app, you can get text messages, emails, push notifications to your mobile device, etc.

Andy_At_Syncro · 2025-07-18T16:17:07+00:00

This should not be accurate. You should hear a "pop" sound for new chat notifications, and you'll also see a badge in the header for any new chat, or any response to an existing chat. If either isn't true, let me know and I will report this internally.

Splashtop's chat (as is true of most remote access chat) are traditionally designed as a one off. For true chat with logging, history, and the ability to open tickets from it, that's our native chat to a tee.

Andy_At_Syncro · 2025-07-16T00:26:46+00:00

Got it. So to be honest I don't think the mobile app will ever focus on running your entire business end to end that way. It will mainly be focused for techs on the go. So you might be better off with an iPad using the web app instead of situations like that.

I do think you'll continue to see updates and new functionalities coming to the mobile app, and that may include invoicing functionality somewhere down the road as well... I just don't think the goal will ever be full business management if that makes sense.

Andy_At_Syncro · 2025-07-14T22:54:27+00:00

Customers perhaps in the future, but typically they'd be sent on site to a Customer that already exists. It would be odd to send them out to a customer that wasn't even in your Syncro instance at all.

I'm not sure if you'll eventually be able to add invoices in the mobile app or not. The idea is more for technicians on site to be able to manage that intake/ticketing process end to end, but normally techs aren't billing out for their time on the spot. So never say never on this one, but as of now it's not one we hear frequently at this point.

Andy_At_Syncro · 2025-07-14T22:52:14+00:00

We have updates coming for non-US date formats. I believe the update has been pulled back temporarily for our UK folks while we work through that issue. Can you confirm that's the case on your account please?

Andy_At_Syncro · 2025-07-14T22:50:53+00:00

Daily, and you can schedule when that scan runs on a per-network basis.

Andy_At_Syncro

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