Documentation
User guides
One guide per capability, all public, no login needed. Each one covers the concepts, who can do what, step-by-step walkthroughs, the settings, which plans include it, its limits and how to troubleshoot it.
Service desk
10 guides- Calendar Solidlio keeps a calendar of appointments, maintenance windows, project work, on-call shifts and time off, and synchronises each person's own copy of it with their Microsoft 365 mailbox. This guide covers the calendar layer and the external calendar connection.
- Custom forms This guide covers building, publishing and versioning a custom form, attaching it to tickets, change requests, assets, sites, projects and project tasks by rule, publishing it to the client organizations an MSP manages, filling it in from the customer portal and the staff portals
- Customer Portal The customer portal is the surface an end user at a client company signs in to. It lives at `/user` and shows one person their own requests, their own devices, their company's invoices and quotes, and the help articles published to them.
- Email Management Last verified against the codebase: 2026-07-28. See "How this document is verified" at the end.
- Knowledge Base This guide covers writing, versioning, publishing and sharing knowledge articles, how a client organization controls what its provider shares with it, and how articles reach readers through the Help Center, semantic search, the Sol assistant and ticket deflection.
- Notifications Solidlio tells you when something in your work needs attention: a ticket lands in your queue, an SLA is about to run out, a change is waiting on your approval, a warranty expires next month. Each of those writes one notification to you, and that notification is delivered in the a
- Queues and Teams Last verified against the codebase: 2026-07-25.
- Scheduling and dispatch Scheduling and Dispatch is where technician time is planned and assigned: a calendar of appointments, maintenance windows, on-call shifts and time off, and a drag-and-drop board for moving that work between technicians and hours.
- SLA and Escalations Applies to the MSP, organization and platform portals.
- Ticketing This guide covers the ticketing system end to end: raising work, working it, routing it through queues, holding it to an SLA, and escalating it when it outgrows the team that owns it.
Projects and change
6 guides- Change Management Last verified against the codebase: 2026-07-25.
- Client Onboarding Last verified against the codebase: 2026-07-27.
- Dashboards and reporting Last verified against the codebase: 2026-07-27. See [How this document is verified](#17-how-this-document-is-verified).
- Document Signing Document Signing lets an MSP keep a library of contract templates, assemble them into a package for one client, and email that client a link where they review and sign — or decline — without needing a Solidlio login. Every signature is stored with the signer, the time, the origin
- Projects Projects runs multi-week work that does not fit in a ticket: migrations, rollouts, onboarding. Each project carries its own tasks, milestones, team, risks, documents, Statement of Work, billing schedule and status reports, and moves through a defined lifecycle from initiation to
- Time Tracking Time Tracking records how long people spend on tickets and projects, either by running a timer or by entering minutes after the fact. Logged time is reviewed by an administrator, and only approved billable time can be turned into an invoice.
Assets and infrastructure
6 guides- Asset Management Asset Management is the record of every piece of technology an organization owns: hardware, the software licensed to run on it, where it physically sits, and the IP addressing it uses. It covers the whole life of an asset — from a carton arriving at a loading dock to a certificat
- Locations and Sites A Location is a physical place: a building, a floor, a server room, a rack, a customer site, a service vehicle. Locations nest inside each other, and the things you manage — assets, spare-parts stock, subnets, VLANs, wall jacks, receiving sessions, purchase-order deliveries — att
- Monitoring and Alerting Applies to the MSP and organization portals.
- Network and IP addresses Applies to the MSP portal, the organization portal, and the read-only network views in the customer portal.
- RMM Integrations Audience: MSP administrators connecting remote monitoring and management tools. Scope: ConnectWise Automate, Zabbix, ConnectWise ScreenConnect and Azure Resource Manager — discovery, alerting, remote actions and monitoring settings.
- Software licences Software Asset Management is the record of every software title your organization is entitled to run, who or what is using each seat, and what is actually installed on your hardware. Comparing those three things is what tells you whether you are over-paying, under-licensed, or ab
Catalogue and sales
11 guides- Distributor Integration Audience: platform administrators who operate the shared product catalogue. Scope: TD Synnex and Ingram Micro SFTP feeds — catalogue, cost, and availability.
- Fulfillment Fulfillment is how an order stops being a request and becomes something the client has received and can be billed for. Solidlio carries two order streams: **client store orders**, which an MSP approves and then walks through Processing → Shipped → Delivered by hand, and **service
- MSP Store The MSP Store is a per-MSP storefront: your clients browse the products and services you sell, at the price you set for them, and place orders that land in your queue for approval. Approved orders are fulfilled by you and invoiced through Solidlio's normal invoicing on net terms.
- Pricing and margin How a cost becomes a sell price: the markup you earn, the discounts you give, and the margin left over.
- Product Catalog Distributor feeds, Icecat enrichment, the MSP store and the customer storefront are documented separately.
- Product Enrichment Product Enrichment turns a bare distributor SKU — a part number, a brand, a cost — into a product page: a marketing description, a grouped specification sheet, an image gallery, and the manufacturer's manuals and datasheets. The content comes from Icecat, and once it is fetched t
- Purchasing (Procure-to-Pay) Purchasing covers everything between deciding to buy something and paying the supplier for it: the supplier record, the purchase order, its approval, the goods arriving, the supplier's invoice, and matching that invoice back to what was ordered and received.
- Quoting Quoting produces a priced, versioned document you send to a client, and tracks it from draft through to acceptance and conversion into an invoice. The client reads and decides on the quote inside their own portal — there is no emailed accept link and no anonymous acceptance page.
- Service Catalogue The service catalogue is where an MSP decides which services it sells, what it charges for them, and which of its clients can buy each one. It sits on top of the platform service catalogue: Solidlio publishes the master list with a cost price, and each MSP layers its own sell pri
- Service marketplace The Service Marketplace lets one MSP (the **provider**) list a service from its catalogue at a wholesale price, and another MSP (the **reseller**, called the subscriber in the API) subscribe to it, price it for its own clients, add it to its own catalogue, and record sales agains
- Storefront and ordering The storefront is the buying surface your IT provider gives you: a product catalogue priced for your organization, a persistent cart, and a checkout that either charges a card or places the order on account. Every order lands with your provider for approval, and you track it from
Billing and finance
8 guides- Accounting Integrations Audience: MSP administrators who keep the books in QuickBooks Online. Scope: the QuickBooks Online integration — connection, mapping, sync and troubleshooting.
- Commissions Partner commissions: what Solidlio owes an MSP for the client subscriptions it brings in, what that MSP owes Solidlio in platform fees, and how the two are netted and paid.
- Contracts and recurring billing Contracts record the commercial agreement between an organization and whoever services it: term, value, billing cycle, payment terms, and whether the term renews on its own. Recurring billing schedules are the separate mechanism that raises a service order on a repeating date, on
- Credit notes and statements Audience: MSP staff who issue and apply credits, organization admins who read their own billing position, and platform administrators who set credit limits.
- Expenses Expenses records money a person spent — parking on a client site, a part bought at the counter, a hotel during a cutover. Each expense is reviewed by an administrator, and only an approved one can be reimbursed to the person who paid or charged on to a client.
- Invoicing Accounts receivable: raising invoices against client organizations, issuing them, tracking what is owed, and chasing what is late.
- Multi-Currency How Solidlio decides what currency a number is in, when it converts one, and how it is displayed.
- Payments — user and implementer guide Payments is the money-in half of Solidlio's billing stack. It captures card and bank-debit payments through Stripe, records manual payments (cheque, e-Transfer, EFT, wire, cash), reconciles both against the invoice they belong to, and handles refunds, disputes and MSP payouts.
AI assistance
4 guides- AI across the platform This guide covers the credit model, the model routing policy, the guard model, and how to operate it.
- AI Ticket Intelligence Ticket Intelligence triages every incoming ticket automatically and gives technicians analysis, similar-ticket search and response drafting on the ticket itself.
- Semantic Search — Operator Guide This guide covers how it is indexed, how it is scoped, and how to operate it.
- Sol, the AI assistant Sol is the assistant built into every Solidlio portal. It answers questions about your own records by reading them live, and it is bounded by the same permissions that govern the rest of the product.
Security and compliance
5 guides- Audit trail Solidlio records who did what, to which record, from where, and when — across authentication, tenant administration, assets, changes, billing and integrations. The record is append-only, readable by administrators in their own portal, and exportable as a file an auditor can keep.
- Data Residency Solidlio stores all customer data in Microsoft Azure's **Canada Central** region. Every account carries a `region` field that records where it is hosted and which currency it bills in; today the only value that field can hold is `CA`, because Canada Central is the only deployment
- Privacy and data rights This guide covers the data-subject request mechanisms in Solidlio: getting a copy of your personal data, having it erased, and managing consent. It is written for three readers — the person exercising a right, the platform administrator who carries out erasures, and the implement
- Roles and Permissions Last verified against the codebase: 2026-07-27. Where a capability exists but is not enforced, this guide says so rather than implying it is.
- Sign-in and SSO Solidlio authenticates every person against one identity — a `Person` record — whether they sign in with a password, a magic link, or their organization's identity provider. Organizations on an Enterprise plan can connect Microsoft Entra ID or Google Workspace, require everyone t
Running an MSP
6 guides- Co-management Co-management lets more than one MSP service the same client account at the same time, and lets that client change or drop its MSPs without moving any data. One MSP is the **primary** — it bills and brands the client — and any number of others can be **collaborators**, who servic
- Custom Domains This guide covers putting your own hostname in front of a Solidlio portal: how to add a domain, publish the DNS records that prove you own it, get a certificate issued, keep it live, and remove it. It also covers verified sending domains, which are a separate feature that uses si
- Guided setup Last verified against the codebase: 2026-08-30.
- Plans and limits Last verified against the codebase: 2026-07-27. See "How this document is verified" at the end.
- Switching from another PSA Audience: MSP and organization administrators moving onto Solidlio from an existing PSA or ITSM tool, and anyone running a live GLPI alongside Solidlio. Scope: the GLPI integration, and the CSV import paths for assets and products.
- White-Label Branding — Guide How to put your company's brand on the Solidlio portal, its emails and the pages your clients see, and what happens at each level of the cascade.
Integrations and mobile
3 guides- Integrations Platform Audience: MSP and organization administrators connecting third-party systems, and platform administrators curating the integration catalogue. Scope: the integration catalogue and setup wizard, outbound webhooks, API keys, entity mapping, sync control, and the guide library.
- Microsoft 365 and Google Audience: MSP and organization administrators connecting Microsoft 365, Microsoft Teams or Google Workspace. Scope: identity and sign-in, directory sync, email-to-ticket, calendar, SharePoint, and Teams notifications.
- Mobile app Solidlio Mobile is an iOS and Android app that runs the same three portals as the web product — MSP, Organization and Customer — against the same API. A technician works tickets, logs time, scans assets and clears approvals from a phone; an end user raises tickets, reads knowledg
Documentation you can read before you buy.
Every guide is public, including the limits. When you are ready, see it running on a live account.