Dozens of customers, each with their own contract. One support team.
Piservo MSP is built for IT service providers. Each customer’s package, SLA, contacts and support credits are kept separately. Customers see only their own tickets in their portal; you manage them all from one screen.
| Customer | Package | Open | SLA |
|---|---|---|---|
| Logistics Co. | Diamond 7x24 | 3 | %99,1 |
| Food Mfg. | Gold 7x24 | 5 | %97,4 |
| Textiles Ltd. | Silver 5x9 | 2 | %95,8 |
| Law Office | Standart 5x9 | 1 | %100 |
The service provider’s headache
As ticket volume grows, proving you meet each contract gets harder.
Every customer has a different SLA
One is Diamond 7x24, another Standard 5x9. Keeping track of how much time each ticket has left is impossible.
Tickets arrive by e-mail
Mail to the shared support inbox is turned into tickets by hand, and some slip through.
Monitoring and support live apart
Zabbix raises an alert but someone forgets to open the ticket — or the ticket stays open after recovery.
Package-based SLAs
Contract package and priority set the clock.
Choose the customer’s package on their company card, and each ticket’s resolution time is calculated from package and priority. For cloud service categories, office hours, out-of-hours and public holidays are handled separately.
- Packages: Standard 5x9, Standard Plus 7x24, Silver 5x9, Gold 7x24, Diamond 7x24 Managed Services
- Example: a critical ticket is 30 minutes on Diamond, 3 hours on Standard
- Warning at 80% of the SLA, notification on breach
- Turkish public holidays built into the calendar
| Priority | Diamond | Gold | Silver | Standart |
|---|---|---|---|---|
| Critical | 30 min | 1 h | 1 h | 3 h |
| High | 1 h | 2 h | 2 h | 6 h |
| Normal | 4 h | 4 h | 4 h | 2 d |
| Low | 2 d | 4 d | 5 d | 8 d |
Mail-to-ticket
A customer sends an e-mail; the ticket opens for the right company.
Connect your support mailbox on Microsoft 365 or your own mail server. The sender’s domain is matched to a customer company; if the person is new, their user is created automatically. Replies thread into the same ticket.
- Separate category, technician and priority for each mailbox
- A reply to a closed ticket within 7 days reopens it; after that a new ticket is created
- Protection against auto-reply and bounce loops; CC’d people become watchers
Zabbix integration
An alert becomes a ticket, and the ticket closes on recovery.
A setup wizard connects a Zabbix server for a single customer or a central one serving all customers. Customer, category and owner are set automatically from host tags.
- Ticket titles arrive with the device and problem already filled in
- No duplicate tickets for the same alert; low-severity information events don’t create tickets
- A separate Zabbix board for the NOC team, so alert tickets don’t inflate technician workload
Customer portal
Customers see where things stand without having to ask.
A customer contact sees all of their company’s tickets, the days left on their contract and their support-credit usage. One person can be a contact for several companies.
- Status cards, resolution notes, attachments and comments
- Support credits deducted by time spent, with an overage warning
- A no-login satisfaction survey on resolved tickets (1–5 rating and comment)
Team management
The right technician, at the right time.
Tickets go first to the customer’s account manager, who assigns a technician. The assignment screen shows each technician’s status for the day and their open workload.
- Staff status: in office, remote, on leave, sick, on site at a customer, in training
- Technicians resolve, account managers close; a note is required on every status change
- SLA report, technician performance and satisfaction scores
Company card and more
Everything about a customer on one card.
Service scope
Support contract, cloud customer, Microsoft 365… and the ticket categories each customer may choose.
Operations team
Account manager, systems and network leads; NOC monitoring details and on-site visit plan.
Inventory & licences
Hardware inventory and software licences per company; reminders 45 days before warranty or licence expiry.
Bulk company import
Bring your existing customer list across in one go with Excel templates.
Integrations hub
Microsoft 365, outgoing mail, mail-to-ticket, calendar and Zabbix configured in the browser; secrets stored encrypted.
Shared tools
Knowledge base, AI support assistant, projects and recurring tasks, documents, video meetings and the mobile app.
Licensing & deployment
Priced by your customer count, in your own environment.
Your own instance
A dedicated environment for every service provider, with your brand and domain.
Simple licensing
Number of customer companies and your own staff seats. Customer users are not counted.
Can our customers see each other’s tickets?+
No. Customer users only see their own company’s tickets. People who are contacts for several companies see only those companies.
Do we pay licences for customer users?+
No. Licensing is based on the number of customer companies and your own support staff.
Does it work with our existing Zabbix?+
Yes. It connects to your existing Zabbix, for single-customer or central multi-customer setups.
Can we use it under our own brand?+
Yes. The portal, e-mails and mobile app run under your name and logo.
How is it priced?+
By number of customer companies and staff. Write to sales@piservo.com for a quote.
More from Piservo
Let us show it with your customer list.
In a demo call we set up a few of your customers with their packages and open your first ticket from e-mail, live.