MSP Deployment Guide

Complete guide for Managed Service Providers deploying Cynteo Alert Bridge to customer Azure tenants.

Overview

As an MSP, you can deploy Cynteo Alert Bridge to each customer tenant to automatically route their Azure alerts to their ITSM tickets.

Key Points:

• Deploy one instance per customer tenant
• Each deployment is isolated to that customer’s Azure subscription
• Route tickets using board numbers or ticket owners (platform-specific)
• Centralized billing through MSP account

Deployment Architecture

Single-Tenant Deployment

Each customer gets their own isolated deployment:

Customer A Tenant
├── Cynteo Alert Bridge Instance A
└── Routes to Customer A's ITSM Board

Customer B Tenant
├── Cynteo Alert Bridge Instance B
└── Routes to Customer B's ITSM Board

Customer C Tenant
├── Cynteo Alert Bridge Instance C
└── Routes to Customer C's ITSM Board

Why One Per Tenant:

• Complete isolation between customers
• Customer-specific configuration
• Separate billing and usage tracking
• Independent lifecycle management

Prerequisites

For each customer deployment, you need:

• Customer’s Azure tenant access (Contributor role minimum)
• Customer’s ITSM platform credentials
  • API token with incident management permissions
  • Board number or ticket owner identifier
• Customer approval for Azure resource deployment
• Customer’s contact email for notifications

Deployment Process

Step 1: Access Customer Tenant

1. Azure Portal → Click your profile
2. Switch directory → Select customer tenant
3. Verify you’re in the correct tenant (check tenant name in top-right)

Step 2: Deploy from Marketplace

1. Search for “Cynteo Alert Bridge” in Azure Marketplace
2. Click “Get It Now” → “Continue”
3. Fill in deployment form:

Basics:

• Subscription: Customer’s Azure subscription
• Resource Group: Create new: rg-cab-{customer-name}
• Region: Customer’s primary region
• Application Name: cab-{customer-name}-prod

Platform Configuration:

• Platform Type: SolarWinds / ConnectWise (Q1 2026) / etc.
• API Token: Customer’s ITSM API token
• API URL: Customer’s ITSM instance URL
• Board Number: Customer’s specific board/queue
  • SolarWinds: Not applicable (uses categories)
  • ConnectWise: Board number for incident routing
• Requester Email: azure-alerts@{customer-domain}.com

Alert Configuration:

• Priority Mapping: Customer-specific preferences
• Category: Customer’s ITSM category structure
• Environment Tag: [{CUSTOMER-NAME}] (helps identify in your monitoring)

Notifications:

• Email: Your MSP monitoring email (get notified of issues)

4. Review + Create → Deploy

Step 3: Configure Action Groups

Create action groups in customer tenant:

1. Azure Portal → Monitor → Action groups
2. Create action group with Cynteo Alert Bridge webhook
3. Name: alert-bridge-{customer-name}
4. Link to customer’s alert rules

See Configure Action Groups for detailed steps.

Step 4: Verify

1. Trigger a test alert in customer tenant
2. Verify incident created in customer’s ITSM with correct board/owner
3. Confirm alert resolution updates the incident
4. Document customer-specific configuration

Platform-Specific Routing

SolarWinds Service Desk

Routing Method: Categories and requester

Configuration:
- Category: Customer-specific category
- Subcategory: "Azure Monitor" or custom
- Requester: Customer-specific email

No board number needed - routing via categories and assignment rules.

ConnectWise (Coming Q1 2026)

Routing Method: Board number and ticket owner

Configuration:
- Board Number: Customer's service board ID (e.g., "1", "5", "10")
- Ticket Owner: Customer's default owner or team
- Company: Customer identifier in ConnectWise

Each customer’s alerts route to their specific board.

ServiceNow (Planned)

Routing Method: Assignment group

Configuration:
- Assignment Group: Customer-specific group ID
- Caller: Customer contact
- Configuration Item: Optional CMDB integration

Multi-Customer Management

Naming Conventions

Use consistent naming for easy management:

Resource Group: rg-cab-{customer-name}
Logic App: logicapp-cab-{customer-name}
Key Vault: kv-cab-{customer-name}-{random}
Storage: stcab{customer-name}{random}

Tagging Strategy

Tag all resources for tracking:

{
  "Customer": "Acme Corp",
  "MSP": "YourMSPName",
  "Environment": "Production",
  "BillingCode": "ACME-123",
  "CostCenter": "Managed Services"
}

Documentation

For each customer deployment, document:

• Customer name and tenant ID
• Deployment date
• ITSM platform and configuration
• Board number / routing information
• Primary contact
• Usage tier (Trial, Basic, Professional, etc.)

Billing & Usage

MSP Billing Model

• Each customer deployment billed separately
• Usage tracked per customer tenant
• Consolidated MSP billing available (contact sales)
• Volume discounts for 10+ customers

Usage Monitoring

Monitor each customer’s usage:

1. Go to customer’s resource group
2. View managed application
3. Check usage metrics
4. Receive notifications at 80% and 100% of plan limits

Plan Recommendations

Best Practices

1. Standardized Configuration

Create a standard configuration template for all customers:

✅ Standard Categories: "Infrastructure" / "Azure Monitor"
✅ Standard Priority Mapping: Sev0→Critical, Sev1→High, etc.
✅ Standard Naming: Consistent resource names

Customize only when customer requires it.

2. Testing Process

For each deployment:

1. Deploy to test resource group first
2. Fire test alert
3. Verify incident created correctly
4. Test resolution workflow
5. Document and hand off to customer

3. Runbook

Create a deployment runbook with:

• Deployment checklist
• Customer information template
• Testing procedures
• Handoff documentation
• Support escalation process

4. Monitoring

Set up MSP-wide monitoring:

• Create dashboard showing all customer deployments
• Alert on any customer deployment failures
• Track usage across all customers
• Monthly usage reports per customer

Customer Onboarding

Onboarding Checklist

For each new customer:

Pre-Deployment:

• Customer tenant access confirmed
• ITSM platform details collected
• API token generated with proper permissions
• Board number / routing info confirmed
• Customer approval obtained

Deployment:

• Cynteo Alert Bridge deployed
• Test alert successful
• Incident created with correct routing
• Resolution tested
• Usage tier confirmed

Post-Deployment:

• Customer training provided
• Documentation delivered
• Support contact information shared
• Monitoring enabled
• Billing activated

Customer Handoff

Provide customers with:

1. What was deployed - Resource list and purpose
2. How it works - Architecture overview
3. What they can see - Read-only access to resources
4. Support process - How to get help
5. Usage information - Current plan and limits

Troubleshooting

Common MSP Scenarios

Issue: Customer has multiple tenants

• Deploy separate instance in each tenant
• Each tenant billed separately
• Cannot share single deployment across tenants

Issue: Customer wants multiple ITSM boards

• Deploy multiple instances with different board configurations
• Name clearly: cab-customer-board1, cab-customer-board2
• Use action groups to route different alerts to different instances

Issue: Customer wants to change configuration

• Configuration cannot be changed post-deployment
• Must re-deploy with new settings
• Or contact support for configuration updates

Security & Compliance

Customer Data Isolation

• Each customer deployment is completely isolated
• No data shared between customer instances
• Customer credentials stored in their Key Vault only
• Customer controls their Azure resources

MSP Access

As the MSP, you have:

• ✅ Access to deploy and configure
• ✅ Read-only access to managed application
• ❌ No access to modify deployed resources
• ❌ No access to customer ITSM credentials (after deployment)

Compliance

• Each deployment SOC 2 compliant
• Customer data stays in customer tenant
• GDPR compliant (customer is data controller)
• No cross-customer data flow

Pricing for MSPs

Volume Discounts

MSP Program

Join our MSP Partner Program:

• Priority support - Dedicated MSP support channel
• Training - MSP-specific training and resources
• Co-marketing - Joint marketing opportunities
• Revenue share - Earn on customer referrals

Apply: partners@cynteocloud.com

Support for MSPs

MSP Support

• Email: msp-support@cynteocloud.com
• Response Time: < 4 hours
• Slack Channel: Available for MSP partners
• Monthly Office Hours: Technical Q&A sessions

Resources

• MSP Portal: (Coming soon) - Manage all customer deployments
• API Access: Programmatic deployment via ARM templates
• Reporting: Usage across all customers
• Billing Dashboard: Consolidated billing view

See Also

• Quick Start Guide - Standard deployment
• Platform Guides - Platform-specific configuration
• Security Overview - Security architecture

MSP Questions? Contact msp-support@cynteocloud.com