This document contains definitions for terms you may come across in Syncro and in other documentation related to Syncro. In documentation, glossary terms display in italic font.

A

Actions – one or more things Syncro does when Conditions for an automation are met. 

Agent Contact Forms –  forms your customers can use to contact you, directly from the system tray. They are one of the many Policy Modules available in Syncro.

Alerts – automatic notifications of events that occur in a network's infrastructure.

Assets – your customers' devices (e.g., laptops, printers, etc.) managed using Syncro. See also Deployed Endpoints.

Automated Remediations  – Syncro feature that allows you to automatically perform actions for alerts that meet certain conditions.

C

Contacts – one or more specific people who are part of the business (Customer) you are supporting.

Conditions - criteria that must be true for an automation to run. See also Actions.

Customers – the top-level entity representing the name of your clients and/or their businesses.

Custom fields – fields you create to capture information specific to your customers and business. Syncro allows you to create custom fields for Assets, Contacts, Customers, and Tickets.

Custom types – containers that help you organize custom fields (for custom fields related to Assets and/or Tickets).   

D

Deployed endpoints – any devices on which you have downloaded and installed Syncro's Remote Monitoring and Management (RMM) software.

E

Effective Policy – the sum of all policies currently being merged and applied to a folder or asset. See also Policy and Policy Inheritance.

Event Log Policies – Syncro feature that enables you to easily monitor assets for problematic events. They are one of the many Policy Modules available in Syncro.

H

Hardware Security Key – a physical device used as a second authentication factor to enhance security. It generates a unique code for each login attempt, which is required in addition to the user’s password or biometric data. 

I

Inventory – see Products; see Services.

IP Allowed List - specific IP addresses that you allow to access your Syncro site. Applies to all Users and API calls, including integrations.

G

Global Administrator – a User who has full access to Syncro features. See also Users.

L

Labor rates – various categories of labor you define as Products in Syncro, which you can later associate with Tickets and add to customer Invoices.

M

Marketing Email – Any email sent that primarily contains a commercial message or content intended for a commercial purpose (i.e., nurturing leads through your funnel) is considered a marketing email and must follow local laws. Marketing email is generally sent to groups of contacts that are prospects or customers. See also Transactional Email.

Multi-Factor Authentication (MFA) – a multi-step account login process that requires users to enter information beyond a password (e.g., a one-time-use code from an authentication app or a hardware key). 

N

Notification Sets – groups of customized notifications sent to specific Users, and the method of notifying you and/or those selected users. 

P

Policy – a collection of checks and monitors you create and apply to assets. They reflect your Standard Operating Procedures (SOPs). For example, you can use a policy to configure Windows updates, monitor the event log, and schedule scripts. 

Policy category – how Syncro groups "like" policies in the Policy Builder. Policy categories include: Antivirus, Monitors, Remote Access, Scripting, System Tray, Third-Party Updates, and Windows Updates. See also Policy module.

Policy Inheritance – Syncro feature that allows you to assign policies indirectly through a folder hierarchy. AKA cascading policies.

Policy module – a collection of settings related to a specific Policy category. Policy modules include: Agent Contact Forms, Event Log Monitoring, Third-Party Patch Management, Process & Service Monitoring, and Windows Updates.

Products – generally physical items like cables, monitors, etc. Products may also refer to software products you license through a vendor and offer to your customers, or Labor Rates.

R

Recurring Invoices – an invoice Syncro automatically generates on a schedule for your customers, per the criteria you specify. Also called Scheduled Invoices. 

S

Scheduled Invoices – see Recurring Invoices.

Security Groups – a collection of permissions for a User within Syncro. 

Services – often regarded as labor, or other activities or contracts you offer your customers. See also Labor Types and Products.

Service Level Agreements (SLAs) – agreements between you and your customers that describe the level of service they should expect when working with you (e.g., responsiveness to Tickets, etc.). 

Single Sign-On (SSO) – a user authentication method that allows users to access multiple applications and services using one set of login credentials.

Syncro Agent – another name for the RMM software installed on your customers' devices, allowing you to manage them as deployed endpoints.

T

Techs – individuals who are part of, or work on behalf of, an MSP/Partner organization. Techs and Tech Leaders are primary Syncro Users.

Templates - starting points for new PDFs and emails related to Estimates, Emails, Invoices, Tickets, and many other customer communications. Templates save you time because you can specify what your PDF and/or emails look like once, and/or make changes globally.

Template Tags – placeholders you can use within Templates to fill in information that’s unique and/or that may change. These are essentially variables.

Tickets – records containing details about a Customer/Contact's need for help. Tickets are always connected to a person making the request. 

Ticket Automations – Syncro feature that allows you to automatically perform actions for tickets that meet certain conditions. 

Ticket Tags - self-defined labels that give you an easy, flexible, and powerful way to categorize your Tickets beyond the filtration methods Syncro already offers. 

Ticket Views – Syncro feature that allows you to create and save multiple ways to see your list of Tickets at the click of a button.

Ticket Workflows – Syncro feature that allows you to specify and save different entry forms that Techs can use when they create Customers, Tickets, and other things, all on a single page. 

Ticket Worksheets – Checklists for repairs or other services that you can create for your technicians to follow. You can also use Ticket Worksheets to show customers the work you performed on their device, or keep track of where you are in a longer process toward resolution of a Ticket.

Transactional Email – One-to-one emails that contain information that completes a transaction or process the recipient has started with you. A common example is in e-commerce: after purchasing an item you receive a email receipt that has information about the item, price, and shipment. Transactional email is sent to individuals rather than a large list of recipients. See also Marketing Email.

U

Users - Individuals with a Syncro account who can log into Syncro and have permissions to perform various tasks based on the Security Group to which they belong.

W

Warranty Templates - help you standardize warranty terms and conditions for specific inventory items (i.e., Products and/or Services).

Whitelisting - see IP Allowed List.