What’s Included
After the initial implementation described in the Onboarding section, Managed Solution will be available to perform the following ongoing services to ensure the API integration with Managed Solution’s ConnectWise Ticketing System remains optimized, secure, and aligned with Client’s evolving needs.
Services include:
- Managed Solution will monitor the health of the ConnectWise API integration on an ongoing basis, including reviewing daily sync logs, responding to failure alerts, and tracking throughput metrics to ensure that data is flowing between integrated systems accurately and without interruption. Any integration failures or degraded performance will be investigated and addressed promptly to minimize impact on service delivery operations.
- Managed Solution will troubleshoot sync errors and data discrepancies as they arise, including diagnosing root causes of failed or incomplete synchronization events. We will adjust field mappings, triggers, and integration logic as Client’s workflows evolve to ensure that the integration continues to accurately reflect Client’s operational requirements and ticketing processes.
- Managed Solution will perform periodic rotation of API keys and secrets in accordance with security best practices and ensure that associated permissions are validated following each rotation. We will maintain documentation of active API credentials and integration configurations to support audit and compliance requirements.
- Managed Solution will provide Client with regular reports summarizing integration stability, ticket sync rates, error frequencies, and any detected anomalies. Reports will include our recommendations for remediation or optimization where integration performance issues or recurring failures are identified.
- Managed Solution will support version updates and API schema changes required by either the ConnectWise platform or integrated third-party systems, including testing and validating integration functionality following updates to ensure continuity of operations and compatibility across all connected systems.