This document contains definitions for terms you may come across in Syncro and in our documentation. Throughout this Documentation Center, glossary terms display in italic font.

If there is a term you were looking for but did not find it in this glossary, please submit feedback with the term and we will get it added.

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

A - E

Action – something Syncro will do when Conditions for an automation are met. See also Automated Remediation and Ticket Automation. 

Agent Contact Form – a form an End User can use to contact you directly from the system tray. One of several Policy Modules available in Syncro.

Alert – an automatic notification of an event that occurs in a network's infrastructure.

Assessment – in the context of Security Posture Management, a prescriptive, systematic evaluation process designed to measure how well a Microsoft 365 environment aligns with defined security Baseline.

Asset – a device that you manage for an End User with Syncro. Assets (like servers and workstations) may have the Syncro Agent installed while others (like printers) might created manually. See also Deployed Endpoints.

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

Baseline – a set of Rules used to ensure that an attached Syncro Tenant meets Microsoft settings you require, for the purposes of measuring (and potentially enforcing) compliance. 

Benchmark – detailed configuration recommendations and instructions for specific systems that a Framework often includes.

Condition – a criterion that must be true for an automation to perform an Action. See also Automated Remediation and Ticket Automation. 

Contact – a legacy term; see End User.

Customer – a legacy term; see Organization.

Custom Field – a field you create and manage to capture any additional information you want to capture in Syncro. You can create custom fields for Assets, End Users, Organizations, and Tickets.

Custom Type – a container that helps you organize Custom Fields (only applicable to Assets and/or Tickets).   

Deployed Endpoint – any device on which you have downloaded and installed Syncro's Remote Monitoring and Management (RMM) software. Another word for Asset.

Effective Policy – the sum of all policies currently being merged and applied to a folder or Asset. 

End User Portal – an extension of the main Syncro product that provides a subset of functionality to improve your End Users' overall service experience. See also Portal User. Formerly Customer Portal.

End User – a specific person who is part of an Organization you support. Formerly Contact.

Event Log Policy – Syncro feature that enables you to easily monitor Assets for problematic events. One of several Policy Modules available in Syncro.

F - L

Framework – outlines the set of activities that organizations should take to manage their security posture, including identifying threats, assessing risks, and developing security controls. Frameworks take a broad, strategic view. See also Benchmarks.

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. 

Inventory – a legacy term; see Products, Services.

IP Allowlist – a list of specific IP addresses that you allow to access your Syncro site. Applies to all Syncro Users and API calls, including integrations.

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

Labor Rate – a Product category you define in Syncro to track labor, which you can later associate with Tickets and add to Invoices.

Location – a site (including virtual) where End Users work. This is generally an address.

M - R

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 who are prospects or end users. 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 Security Key). 

Notification Set – a group of customized notifications sent to specific Syncro Users and the methods by which the selected users will be notified (e.g., in-product, via email, SMS, etc.). 

Organization – an entity representing the name of your clients' businesses or their internal department structure. Formerly Customer.

Policy – a collection of checks and monitors you create and apply to Assets. Policies 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. Another term for this is “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.

Portal Permission Group – a collection of permissions for a Portal User, which controls what they can see and do in their End User Portal.

Portal User – an End User who has access to the End User Portal. A Portal User consists of an email or username, a password, an optional MFA configuration, and a Portal Permission Group.

Product – generally a physical item like a cable, monitor, etc. Products may also refer to software products you license through a vendor and offer to your end users, or services (including Labor Rates).

Recurring Invoice – an Invoice that Syncro automatically generates on a schedule based on the criteria you specify.  

Rule – represents a specific Framework control recommendation within a Baseline. Syncro evaluates each individual Rule inside the Baseline during an audit of a Syncro Tenant to see whether it complies. 

S - Z

Scheduled Invoice – legacy term; see Recurring Invoice.

Security Group – a collection of permissions for a Syncro User. 

Service – often regarded as labor, or other activities or contracts you offer an Organization. See also Labor Rate and Product.

Service Level Agreement (SLA) – an agreement between you and an Organization that describes 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 – Syncro's RMM software that you install on your end users' devices, which allows you to manage the devices as Assets.

Syncro Tenant – an Organization you've mapped to a Microsoft Tenant after integrating with Microsoft. 

Syncro User – an individual (e.g., Tech Leader, Technician, Business Leader, etc.) with a Syncro account who can log into Syncro and who has permissions to perform various tasks based on the Security Group to which they belong.

Technician – an individual who is part of, or works on behalf of, an MSP/Partner or Internal IT group. Technicians and their Tech Leaders are primary Syncro Users.

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

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

Ticket – a record containing details about an Organization or End User's need for assistance. Tickets are always connected to a person making the request. 

Ticket Automation – Syncro feature that allows you to automatically perform Actions for tickets that meet certain Conditions. 

Ticket Tag – a self-defined label that gives you an easy, flexible, and powerful way to categorize your Tickets beyond the filtration methods Syncro already offers. 

Ticket View – 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 Technicians can use when they create Organizations, 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 people 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.

User – see End User, Portal User, or Syncro User. 

Warranty Template – a template that helps you standardize warranty terms and conditions for specific Products and/or Services.

Whitelisting – see IP Allowlist.

XMM  – Syncro's eXtended Monitoring and Management is the next evolution of our MSP and IT management platform, developed through collaboration with Microsoft.