Replibit supports full integration with ConnectWise for bidirectional ticketing communication and billing purposes.

Billing Integration

Once the integrator login is configured, billing integration is as simple as selecting the customer, the backup agreement, and the specific SKU for their backup data usage. Because it works this way, each MSP is free to construct their customer agreements anyway they see fit. If you'd like to bill the customer for data overages, under the customer agreement, add an Addition that is the SKU for disk usage. In the 'Less Included' field on the CW addition, type in how many GB of data you'd like to include as part of the agreement, and Unit Price is the amount per GB to bill the customer for overages. Then on the appliance, select Connectwise Settings and check Enable Billing Integration, select the customer, the agreement that includes the disk usage SKU, then from the Addition drop down, select the actual disk usage SKU.

Now the appliance will regularly update the SKU with the disk usage of this client on the Vault, and any data that exceeds your Less Included amount will automatically show up on the agreement invoice to the client at the rate you enter into Unit Price.

Ticketing Settings

One of the nicer things about Replibit for ConnectWise using MSPs is that the appliance can manage its own tickets in ConnectWise. Under the same ConnectWise Settings section, once the integrator login has been configured, expand Ticketing Settings and select the client from the Service Ticket Company drop down box. Now it's possible to select which alerts the appliance will create in ConnectWise, what service board those tickets are created on, as well as what the 'new' and 'closed' ticket statuses are. Because Replibit supports two-way ticketing integration, alerts that the Appliance can recognize as resolved will automatically close themselves. For example, if a network disruption temporarily causes the Replibit agent on the Protected System to lose connectivity to the Appliance, CW will create an Agent Status alert, then when the connectivity is restored, the Appliance will automatically close the ConnectWise service ticket. Each individual alert can be configured to go to whatever service board is most appropriate.

Similarly, Failed and Missed backup tickets will automatically close themselves once a Successful backup happens. Replication tickets will close themselves once successful replication occurs, and so on.

Available ticket types are:

  • Successful Backup
  • Failed Backup
  • Missed Backup
  • Enable Ticket Creation for Replibit Boot VM Check
  • Agent Status
  • Backup Metadata
  • Disk Usage
  • License Unvailable
  • Pool Status
  • Protected System
  • Replication

Limitations

In an example scenario where one vault replicates a protected system to multiple vaults for the sake of redundancy (SERVER1 goes to VAULT1 and VAULT2), the billing integration will report disk usage total across all vaults. This may or may not be desired.

In an example scenario where one vault replicates two protected systems to two separate vaults (ie SERVER1 goes to VAULT1, SERVER2 goes to VAULT2), the billing integration will overwrite the total disk usage with whichever vault's usage gets reported last. Because of this, it's recommended that each client's protected systems all be treated the same–either they all go to the same, multiple vaults, or they all go the same, singular vault.