What’s Included
Following the initial implementation described in the Onboarding section, ongoing services are available to help keep the API integration with the ConnectWise Ticketing System optimized, secure, and aligned with evolving operational needs.
Services include:
- Ongoing monitoring of the health of the ConnectWise API integration, including review of daily sync logs, response to failure alerts, and tracking of throughput metrics to help ensure data flows between integrated systems accurately and without interruption
- Investigation and prompt response to integration failures or degraded performance to help minimize impact on service delivery operations
- Troubleshooting of sync errors and data discrepancies as they arise, including diagnosis of root causes related to failed or incomplete synchronization events
- Adjustment of field mappings, triggers, and integration logic as workflows evolve to help ensure the integration continues to reflect operational requirements and ticketing processes accurately
- Periodic rotation of API keys and secrets in accordance with security best practices, with validation of associated permissions following each rotation
- Maintenance of documentation for active API credentials and integration configurations to support audit and compliance requirements
- Regular reporting on integration stability, ticket sync rates, error frequencies, and detected anomalies
- Recommendations for remediation or optimization where integration performance issues or recurring failures are identified
- Support for version updates and API schema changes required by the ConnectWise platform or integrated third party systems, including testing and validation following updates to help support continuity of operations and compatibility across connected systems