From the first client email to the final invoice line
Four parts that share one record: tickets, SLA timers, time entries and contracts. Each part writes to the same history, so billing never depends on someone remembering what happened.
Ticket intake by email
Point a forwarding rule from your Microsoft 365 or Google Workspace support mailbox to your VertexDynamo address. Messages are threaded by Message-ID and subject, attachments up to 25 MB are kept with the ticket, and replies from technicians go out from your own support address.
- Client matched by sender domain, with a manual queue for unknown senders
- Priority rules by keyword, sender or client tier
- Merge, split and link tickets without losing time entries
- Inbox
- SLA queue
- Time
- Contracts
- Statements
Inbox
14 open
New today
| Ticket | Status |
|---|---|
| Printer offline on 2nd floor T-20431 | New |
| Reset MFA for front desk T-20430 | Assigned |
| QuickBooks file lock error T-20428 | Waiting on client |
| Add user to Teams channel T-20427 | Resolved |
SLA timers per contract
Each agreement carries its own targets, for example a 1-hour response on P1 and 4 business hours on P2. Timers run on the client's business hours and holiday calendar, pause on "Waiting on client", and every start, pause and breach is written to the ticket history. Monthly SLA results go straight onto the client statement.
- Response met
- 96.4%
- 214 of 222
- Resolution met
- 91.0%
- Target 92%
- P2 response timer started, 4 business hours 08:02
- Technician First response sent 09:15
- Technician Paused: waiting on client 10:40
- Resumed on client reply 13:05
Time entries and prepaid hours
Technicians log time on the ticket with a start/stop timer or a manual entry. Each entry is marked covered, billable or non-billable, rounded to your increment (6, 15 or 30 minutes), and drawn from the client's prepaid block if one is active. Blocks can expire, roll over, or bill overage at a set hourly rate.
Statement lines
| Line | Qty | Amount |
|---|---|---|
| Managed IT agreement Per user / month | 18 | $2,970.00 |
| Microsoft 365 Business Premium Recurring license line | 18 | $396.00 |
| Prepaid block drawdown From 20.0 h block | 16.5 h | $0.00 |
| Out-of-scope project work T-20377 server migration | 3.0 h | $525.00 |
Contracts and month-end statements
An agreement holds the per-user rate, covered ticket types, recurring lines and SLA targets. At month end VertexDynamo drafts one statement per client. You review it, approve it, then export CSV or PDF, or send the lines to your accounting system with the REST API and signed webhooks.
Example figures: a $165 per user agreement and a $175 hourly rate, within the ranges published in 2026 MSP pricing guides.
Roles and data handling
- Owner
- Billing settings, workspace export and deletion, SSO configuration.
- Dispatcher
- Assigns tickets, edits priority rules and SLA calendars.
- Technician
- Works tickets and logs time. Cannot change rates or contracts.
- Billing
- Edits contracts, reviews and approves statements, runs exports.
- Encryption. TLS 1.2 or higher in transit, AES-256 at rest, daily encrypted backups.
- Sign-in. TOTP two-factor authentication on all plans; SAML SSO on Provider.
- Change history. Edits to rates, contracts, time entries and SLA targets are kept with user and timestamp.
- Export and deletion. Full export as CSV or JSON at any time. After cancellation, workspace data is deleted within 30 days.
- No endpoint agent. We do not install software on your clients' devices; we only see what arrives by email, API or your own entries.
Getting started takes an afternoon
- 01
Import clients
Upload a CSV of organizations, domains and contacts, or export one from your current PSA.
- 02
Forward your support mailbox
Add one forwarding rule in Microsoft 365 or Google Workspace. New mail starts arriving as tickets.
- 03
Enter contracts
Set per-user rates, hour blocks and SLA targets per client. Timers and billing follow from there.