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 synchronizes each person's own copy of it wi
- Configure service levels and escalate a request Basic SLA management starts at MSP Starter or Organization Professional. Advanced SLA management starts at MSP Growth or Organization Business. Roles and p
- 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
- 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 devi
- 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
- 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 appro
- 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
- 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 out
Projects and change
7 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 rev
- Projects For the current AI-guided workflow, start with Guided project delivery.
- RFP and RFI operations manual Use **MSP → Proposals** to manage a solicitation from receipt through qualification, response, award and project handoff. An RFP requests a proposal; an RF
- Time Tracking Time Tracking records work on tickets, projects, direct customers and escalation assignments, either by running a timer or by entering minutes after the fa
Assets and infrastructure
8 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, a
- Certificates The Certificates section gives an organization — and the MSP that manages it — one place for every TLS/SSL certificate it depends on: public certificates f
- Domains The Domains section gives an organization — and the MSP that manages it — one place for every domain name it depends on: registered (public) domains held a
- 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 t
- 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 Re
- 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
Catalogue and sales
11 guides- Fulfilment Fulfilment 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: *
- 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
- 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 sh
- 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 g
- 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 clie
- 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
- 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 t
- 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 e
- Tridacom catalog and distribution Solidlio is the IT service management platform owned, managed and operated by Tridacom IT Solutions Inc. Tridacom manages the distribution relationships be
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 troubleshoot
- 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
- 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
- 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 ad
- 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-Tran
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 i
- 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 perm
Security and compliance
6 guides- Audit trail Solidlio records who did what, to which record, from where, and when — across authentication, tenant administration, assets, changes, billing and integrati
- 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 an
- Password & Secrets Management Audience: MSP and organization administrators connecting a password manager, and technicians using credentials from a ticket. Scope: 1Password (the one pro
- 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 writ
- 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 Check your effective plan and administrator permissions. SSO is available on MSP Scale and Enterprise, and Organization Enterprise. Each organization contr
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
- 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 certif
- Guided setup Last verified against the codebase: 2026-08-30.
- Plans and limits Organization plans are for managing your own IT. MSP plans are for providers managing client work. The [pricing page](/pricing) contains the current compar
- 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. Sc
- 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 in
- Microsoft 365 and Google Administrator permissions, consent and external vendor licences still apply. A connection only enables the configured workflows for its organization.
- Mobile app Confirm the supported installation process and device requirements with your administrator or Solidlio. Sign in with the account and organization you use f
A few terms, explained
- ITSM
- IT service management: organizing support requests, the technology involved and the work needed to keep IT running.
- MSP
- A managed service provider: a business that looks after another organization’s technology and support.
- Escalation
- Passing a support request to a provider or team with the access or expertise needed to handle it. Service terms and charges can apply.
- Catalog
- A list of products, services and subscriptions available to select, purchase or offer to customers. A service catalog describes the services a provider offers.
- SLA
- A service-level agreement defines agreed service targets. Platform tools for recording targets do not establish Tridacom response commitments.
- Lifecycle
- The history of technology from purchase and deployment through maintenance, renewal and retirement.
- SSL certificate
- A certificate used to secure a website or service connection. Its expiry is an IT renewal to track.
- Co-management
- An organization and its providers working across connected accounts with agreed roles and permissions.
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.