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.

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

A

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

Agent Contact Forms –  forms your end users 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 – the devices (e.g., laptops, printers, etc.) you manage for your end users with Syncro. See also Deployed Endpoints.

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

C

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

Contacts – a legacy term; see End Users.

(Customer) Organization – an entity representing the name of your clients' businesses or their internal department structure. Each Customer Organization has a corresponding Syncro Tenant. Formerly Customer.

Custom fields – fields you create and manage to capture any additional information you want in Syncro. You can create custom fields for Assets, Contacts/End Users, (Customer) Organizations, and Tickets.

Custom types – containers that help you organize custom fields (only 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. Another word for Asset.

E

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

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 Users. Formerly Customer Portal.

End Users – the specific people who are part of the (Customer) Organization you are supporting. Formerly known as Contacts.

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

G

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

L

Labor rates – various categories of labor you define as Products in Syncro, 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

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 key). 

N

Notification Sets – groups of customized notifications sent to specific Syncro 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. 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 Users – refers to a (Customer) Organization (or End User associated with that Organization), 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.

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

R

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

S

Scheduled Invoices – see Recurring Invoices.

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

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

Service Level Agreements (SLAs) – agreements between you and a (Customer) 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 – another name for the RMM software installed on End Users' devices, allowing you to manage them as deployed endpoints.

Syncro Tenant – the parent of a (Customer) Organization, which you can optionally map to a Microsoft Tenant. Many Customer Organizations may live under one (parent) Syncro Tenant. 

Syncro Users – the individuals (e.g., Tech Leaders, Techs, Business Leaders, etc.) 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.

T

Techs – individuals who are part of, or work on behalf of, an MSP/Partner or Internal IT group. 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 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) Organization/End User's need for assistance. 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 (Customer) Organizations, Tickets, and other things, all on a single page. 

Ticket Worksheets – Checklists for repairs or other services that you can create for your techs 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.

U

Users – see Syncro Users or End Users. 

W

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

Whitelisting – see IP Allowlist.