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 against it. Every sale becomes a service order carrying the provider’s share, the reseller’s margin and the platform fee. New listings pass through platform review before they go live. This guide covers the MSP portal pages, the platform moderation console, the service-editor path for listing, the AI discovery feature, and the full API.

What it is

An MSP-to-MSP wholesale channel inside Solidlio. Providers publish services they deliver; resellers subscribe and sell them to their own client organizations without those clients ever seeing the marketplace, the wholesale price, or the upstream provider.

It is a separate feature from the escalation provider directory described in SLA and Escalations. That directory hands a ticket to a specialist; the marketplace sells a service. The two share no data.

Concepts

Listing lifecycle

DRAFT ──publish──▶ PENDING_REVIEW ──approve──▶ ACTIVE ◀──publish── PAUSED
  ▲                     │    │                   │                    ▲
  │                     │    └──reject (note)────┘                    │
  └──────withdraw───────┘                         └───────pause───────┘

Any status ──suspend (platform)──▶ SUSPENDED ──reinstate (platform)──▶ PAUSED
Unlist from the service editor: ever subscribed ──▶ ARCHIVED ──relist──▶ DRAFT
                                 never subscribed ──▶ deleted

• The first publish goes to PENDING_REVIEW. Approval stamps approvedAt; every later publish (resume after a pause, relist after an archive) goes straight to ACTIVE.
• Rejection returns the listing to DRAFT with a moderationNote the provider sees on My Listings. Resubmitting clears the note.
• SUSPENDED is the platform’s state. Publish refuses it and pause refuses it, so a provider cannot pause-then-publish their way out.
• Only ACTIVE listings appear on browse, on the featured strip, and in AI discovery, and only ACTIVE listings accept subscriptions. A non-active listing’s detail page is a 404 to everyone except its provider and platform staff.

Subscription lifecycle

(subscribe) ──▶ ACTIVE ──cancel──▶ CANCELLED ──subscribe again──▶ ACTIVE

Subscriptions are instant; no provider approval step exists. Cancelling disables the resold catalogue entry; re-subscribing re-enables it and re-syncs its price.

Sale lifecycle

Fulfilment: PENDING → IN_PROGRESS → COMPLETED, or CANCELLED, or DISPUTED. Only the provider may change it. Payment: PENDING → PROCESSING → COMPLETED, or REFUNDED, or FAILED; either side may set it via the API. Fulfilment and payment drive the order’s own status: completing fulfilment completes the order, cancelling fulfilment cancels it and waives its pending platform fees, a refund marks the order REFUNDED.

Roles and permissions

Every GET on the marketplace is floored at MSP technician, because listings expose the wholesale price and an MSP’s own clients must not learn their MSP’s margin. Every write, and the three account-financial reads (My Listings dashboard, My Subscriptions, Sales), are floored at MSP administrator. Moderation is platform administrator. A platform administrator passes every floor but still needs an account context to act on tenant routes; without one the response is 401 Account ID required.

There is no public browse.

In the MSP portal navigation, Marketplace shows for all MSP staff; My Listings, Subscriptions and Sales show for MSP administrator and above. Nothing shows in the organization or end-user portals.

Walkthroughs

List a service (provider)

1. Marketplace → My Listings (/msp/marketplace/my-listings) → Create Listing.
2. Select Service from your catalogue services that are not yet listed. A service you adopted from a marketplace subscription is refused; only services you provide are listable.
3. Enter the Listing Title, Description, Category (Managed Services, Security, Cloud, Consulting, Project Work, Support, Backup, Other), Provider cost, MSRP, an optional Minimum sell price, and up to five Highlights.
4. Save. The listing is created in DRAFT.
5. Press Submit for review. The listing goes to PENDING_REVIEW and disappears from your editable state until the platform decides. Press Withdraw to take it back to DRAFT.
6. When approved it becomes ACTIVE and appears on browse. If rejected, the row shows Returned by review: … with the platform’s note; edit and submit again.
7. After approval, Pause hides it and Resume re-publishes it instantly, with no second review.

Edits made with Edit Listing take effect immediately, in any status, and do not trigger a new review. Changing a listing’s prices does not recompute existing subscriptions; each subscription keeps its effectiveSellCents until the reseller next changes its pricing.

From the service editor instead. On Services → [service] (/msp/services/[id]), the Marketplace Listing section carries the same cost, MSRP, minimum, pitch and highlights, plus a readiness checklist. Saving with the listing switched on creates or updates the DRAFT listing; switching it off archives a listing that has ever had a subscriber (history and subscriptions kept, gone from browse) and deletes one that never has. Switching it back on returns an archived listing to DRAFT. This path also reads the platform fee live, so the margin preview matches what a sale will record.

Approve or reject a listing (platform)

1. Platform → Service Marketplace (/platform/marketplace). Filter by Pending Review.
2. Each row shows the provider, cost, MSRP, subscriber and sale counts, and the current flags.
3. Approve makes the listing ACTIVE and stamps its approval, so future pause / resume cycles skip review. Reject asks for a reason, returns the listing to DRAFT, and the provider sees the reason on My Listings.
4. Verify and Feature toggle the badges on any listing in any status. Suspend pulls a listing (and clears its featured flag); the provider cannot publish out of it. Reinstate returns a suspended listing to PAUSED, leaving the decision to republish with the provider.

Find and subscribe to a service (reseller)

1. Marketplace (/msp/marketplace). Search by keyword, or filter by category and region. Cards show the provider, rating, wholesale cost, MSRP, the margin between them, and how many MSPs subscribe. Verified and featured badges appear where the platform set them.
2. Optionally switch on AI Recommendations. Solidlio reads your enabled catalogue services and the live listings (yours excluded) and returns up to a handful of recommendations with a match score, reasons, estimated demand and a revenue estimate, plus the capability gaps it noticed. Each run spends one AI credit and the result is cached for five minutes. If the analysis cannot run, the panel says so and shows no scores rather than inventing them.
3. Open a listing (/msp/marketplace/[listingId]). Its three tabs are Overview, Reviews and Provider Info. The page shows the pitch, highlights, certifications, the provider, reviews, and a revenue preview at MSRP and at the floor, using the platform fee currently configured.
4. Subscribe to Service. Pick a Pricing Model: MSRP, percentage markup over cost, fixed markup over cost, or a custom price. The dialog shows your effective sell price and split as you type, and the button stays disabled while the price is below the provider’s floor.
5. After subscribing the page shows Subscribed, your effective price, and a Manage subscription link. You cannot subscribe to your own listing or subscribe twice; a cancelled subscription shows Resubscribe.

Add the service to your catalogue and grant it to a client

1. Marketplace → Subscriptions (/msp/marketplace/subscriptions). Each row shows the provider, your pricing model and effective price, the wholesale cost, your sales count and revenue, and the subscription’s status.
2. Change pricing inline (Pricing Model, markup percent, markup amount or custom price). The floor still applies. Saving re-syncs the price on your resold catalogue entry.
3. Press Add to catalog. A catalogue service is created in your account, named after the listing and priced at your effective sell price. If your catalogue already offers that same platform service, adoption is refused with a conflict rather than merged. Once adopted, the row shows In your catalog with a link to the service.
4. The client sees it on its own Services list at your price, with no reference to the marketplace or the provider.
5. The resold service’s price is owned by the subscription. Editing its price in the service editor is refused; change the subscription instead. It also cannot be listed on the marketplace.

Cancel subscription disables the resold catalogue entry so it drops out of client-facing pickers. Re-subscribing re-enables it.

Record a sale and fulfil it

1. On Subscriptions, press Record sale on the subscription. Choose a client organization you service from the list, or leave it as an off-platform client and enter a name and email. Enter the Sale price; it must be at least the listing’s floor.
2. The sale is created as a service order, already approved, with an order number, the three-way split, and its platform-fee ledger rows. Both MSPs can open it under Billing → Orders (/msp/billing/orders/[id]).
3. Marketplace → Sales (/msp/marketplace/sales) shows the ledger. Toggle between your purchases as a reseller (tile: Your Margin) and your sales as a provider (tile: Your Revenue). The tiles are whole-account totals, not the current page.
4. As the provider: press Start Work (PENDING → IN_PROGRESS) and later Complete. Completing stamps the completion time and completes the order.
5. Either side can Link Ticket by ticket id. The ticket must be in an organization your account can reach; once linked, the row shows the ticket number and subject and the assets attached to that ticket.
6. If the sale named a client organization, the reseller’s invoice is raised from it on the nightly service-order invoicing run, in the reseller’s numbering and as a draft the client cannot yet see. Sales recorded against an off-platform client (name only) are not invoiced automatically.

Review a listing

On the listing’s Reviews tab, subscribers (past or present) see Write a review: a 1–5 rating, an optional title and body. One review per account per listing. The review is marked a verified purchase when the account has a completed sale on that listing. The provider cannot review its own listing, and an account that never subscribed is refused. Reviews cannot be edited or deleted once posted.

Configuration

Plan tiers

The marketplace routes carry no plan gate and the navigation entries are gated by role only. Every capability in this guide is available on every MSP tier, including Free. The single tier-dependent limit is the monthly AI credit allowance that AI discovery draws on (see the table above). The marketplace has no organization-portal surface, so end-customer tiers do not apply.

Limits and known behaviour

• How the provider gets paid. Every sale books a provider payable (MarketplaceSettlement) for the listing’s wholesale cost. It becomes payable only when both legs complete — the work is delivered AND the reseller has actually paid — and is then swept into the same Stripe Connect payout run that pays store sales, net of the same reserve withholding. An MSP that both sells hardware and delivers marketplace work is paid once, in one transfer. A dispute holds the payable where it is; a refund writes it off. The Sales page shows the state per sale in the provider view.
• Who may move payment status. Both sides can, except COMPLETED and REFUNDED, which are the provider’s alone — those two are what make a real transfer eligible. DISPUTED is the buyer’s to raise; the provider reopens the work to clear it.
• Invoicing. A sale to a client organization is invoiced immediately when it is recorded; the nightly service-order-invoicing job is the recovery path for one that could not be (billing unreachable, or a tax hold). A sale to an off-platform client has no organization to invoice and is never invoiced automatically — the sale response says so rather than leaving a reseller waiting for an invoice that is not coming.
• Notifications and webhooks. Listing approved and rejected, a new subscription, a recorded sale and a completed fulfilment raise an in-app notification to the side that needs it, and dispatch a webhook of the same name to the receiving account’s organizations. A provider is also notified when a payout including their settlements leaves.
• Subscriptions. Subscribing is instant — there is no provider approval of subscribers, and PENDING is an unused state. A reseller may pause and resume a subscription, which keeps the agreed pricing and disables the adopted catalogue entry meanwhile. SUSPENDED is the platform’s: suspending a listing suspends every subscription on it, and reinstating restores them.
• Listing edits re-enter review and reprice subscribers. Changing a live listing’s title, description or price sends it back to PENDING_REVIEW (the response says reReviewRequired: true) and recomputes every live subscription’s sell price. A reseller on a CUSTOM price keeps their own number, but it is lifted to the listing’s minimum if it now falls below it.
• One of each. One listing per catalogue service, one subscription per listing per account, one review per listing per account. A reviewer may edit or remove their own review.
• No delete route for a listing. Unlist from the service editor: archived if it ever had a subscriber, deleted if it never did.
• triage and generate-response remain integration-only: they exist for a PSA calling in and have no first-party screen. Every fallback branch is now labelled where it is rendered, and the branches themselves no longer invent specifics — an unavailable skill-gap analysis returns no gaps rather than a made-up capability assessment, and an unavailable provider match is ranked by rating and says so.
• Moderation writes to the audit log. Approve, reject, suspend, reinstate, a flag change and an edit that re-enters review all write audit rows against the provider’s account, alongside approvedAt and moderationNote on the listing.
• Browse caps. 100 listings per page; the detail page embeds the 10 most recent reviews; AI discovery considers at most 50 listings. Tag search matches the whole lowercase tag.
• A resold service is locked. It cannot be listed, and its price is changed only through the subscription.
• Adoption can conflict. Because a catalogue holds one entry per platform service, an account that already offers the same platform service cannot also adopt it from the marketplace; resolve the conflict deliberately rather than expecting a merge.

Troubleshooting