What's New at Syncro: October 2025 Edition

Announcements & Updates
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We’ve been busy behind the scenes, and now it’s your turn to see the updates that keep your day-to-day running smoothly.

At a glance:

  • Syncro Cloud Backup
  • Universal Billing: Acronis
  • Syncro Mobile: Ticket Worksheets
  • Quality of Life Updates
  • Additional Co-Managed Support Permissions – Coming Soon
  • Update Installed Apps – Coming Soon

:loudspeaker: Live Now

Syncro Cloud Backup

We’re thrilled to introduce Syncro Cloud Backup for Microsoft 365 and Entra ID, our latest cloud backup solution, built into the Syncro XMM™ platform. This new capability brings Microsoft 365 and Entra ID backup and restore functionality right into Syncro, giving you more ways to support and protect your customers.

With Syncro Cloud Backup, MSPs can safeguard critical cloud data, recover quickly from incidents, and deliver greater value to clients—without the hassle of juggling multiple tools. Featuring built-in backup visibility, restore workflows, and billing integration, this release helps streamline operations, minimize risk, and boost customer confidence.

Syncro Cloud Backup can be added onto any Syncro Core or Team plan. You can learn more about pricing and our cloud backup fair use policy in this article.

What’s Included:

  • Unlimited Microsoft 365 & Entra ID backup: Protect Exchange, SharePoint, OneDrive, Teams, and Entra ID identities and policies — twice daily, automatically.
  • Auto-provisioning for new users: Any new Microsoft 365 users you add will be automatically protected, so nothing slips through the cracks.
  • On-demand backups: Initiate an immediate backup of your most valuable assets with one click.
  • Granular restore options: Quickly recover individual files, emails, calendar items, identities, or policies in just a few clicks.
  • Multi-tenant management: Manage backups across all customer tenants from a single platform.
  • United States, Canada, UK and Australia data residency: Customers can choose where their backups are stored. In-region options support compliance and performance.
  • Easy Invoicing: Cloud Backup directly integrates with our Universal Billing so you can add it as a line item to your existing invoices.

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More information:

Universal Billing: Acronis

Utilize our new Universal Billing integration to accurately bill your customers for their Acronis usage each month on their recurring invoices. Set it once and forget it!

Syncro Mobile – Ticket Worksheets

The Ticket Worksheet functionality is now available in the Syncro Mobile App! The goal is to help field technicians be more efficient and streamline their workflow on the go.

The update helps ensure techs consistently follow standardized procedures and accurately document their work while on-site. It eliminates the need for technicians to use paper checklists or return to the office to update ticket progress.

Quality of Life Updates

Customer Organizations

  • The city field now automatically populates when addresses are searched on the Organization Edit page.

Invoices

  • The ‘Status’ column now sorts as expected on the Recurring Invoice index page.
  • Invoices no longer duplicate across pages when sorted alphabetically by Customer on the Invoice index.
  • The Invoice and Template Name columns in the Recurring Invoice list are now correctly labeled.

Tickets

  • The restore option for in-progress Ticket Comments now triggers after enabling Ticket Info dropdowns with the “Enable Detailed Time Entry for Ticket Comments” setting.
  • Tickets for Customer Organizations with a single associated Contract now only apply the Contract when the “Contract Applies to All Tickets” setting is enabled.
  • Lead descriptions with 3rd-party forms now carry over in full when converted to a Ticket, preventing truncation.

Usability & Notable Fixes

  • End User Portal now reliably displays all public comments on Tickets as expected.
  • Managed Windows Defender detections are now fully reflected in the ‘Antivirus Threats Detected’ visual and text blocks within both the Internal and Executive Summary Report Builders.
  • Navigation Menu now consistently displays all tabs across browser resolutions, with the right-most tab always visible or properly shown under the “More” dropdown.
  • Purchase Orders now allow full editing of the date field when a user has the ‘edit’ permission enabled in Security Preferences.

Coming Soon

Additional Co-Managed Permissions (Assets, Scripts, Reporting) – Early Access Signup

We are working on adding more permissions to Security Groups, allowing partners who offer co-managed IT support to give their users greater control over assets, scripting, and reporting for their specific customers. Users assigned to a customer-specific Security Group will be able to perform more actions on assets, including:

  • installing Windows patches
  • applying policies to assets
  • rebooting devices
  • adding/editing scripts
  • running reports
  • viewing live screen thumbnails for faster troubleshooting

Update Installed Apps – Early Access Signup

We are working on making significant enhancements to Syncro’s third-party application management. The update will expand our automated application patching solution by extending the “Update if Present” functionality to custom applications and refreshing the default application list.

Sign up for the October Release Webinar

Join Syncro’s Dee Zepf (CPO), Kristen Costagliola (CTO), Andy Cormier (Channel Chief), and Krishna Tamburino (Sr. Product Manager) as they walk you through:

:white_check_mark: Our newest platform updates
:magnifying_glass_tilted_left: A sneak peek at what’s coming next
:speech_balloon: Live Q&A with the folks building the future of Syncro

Click here to register!

Recording will be posted after the webinar in the community.

If you have any questions, we’re always here to help! Feel free to spin up a separate topic or comment your questions below.

- Syncro Community Team

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Just curious from the Webinar on M365 backup. The questions was asked about Shared Mailboxes. Other M365 backup solutions don’t charge you for shared mailboxes but I don’t think it was clear if Syncro M365 backup does or doesn’t?

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hi Glen! we’ve made some changes to this based on the helpful feedback received from partners—you can find a quick breakdown of what’s billed vs. included in this article: About Backup Pricing & Fair Use Policy - Syncro

hope this helps!

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Just as an example. I enabled backup trial for a client. Current Backup vendor for 365 matches user count of 24. Syncro’s backup count is 31. They don’t have 31 people in the whole company. 24 is correct and matches other backup vendor. They do have 4 shared mailboxes, but they aren’t licensed shared mailboxes. So it must be counting the 4 shared mailboxes and some 3 mystery users somewhere.

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hmm thanks for sharing. obviously tricky to speculate here without seeing everything but i bet the team can figure out what’s causing those mystery users to pop in. i’d recommend opening a ticket if you haven’t already and they can take a closer look! hope the the rest of the trial spinup has been smooth so far.

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here is another example too. And even syncro’s count vs backed up user count is off. Says 25 users on the left, but I think 29 on the right. Actual users is 17.

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Oh, and they have exactly 2 shared mailboxes. Neither is licensed shared mailbox. I didn’t even know that is a thing. Shared mailboxes are “free” as far as I know. When is a “Shared Mailbox” a licensed mailbox? Never seen or heard of this except in your backup info on who is counted and who isn’t.

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there are a few M365 limitations for unlicensed shared mailboxes (50gb storage cap, certain archiving/retention capabilities not available, and a few others).. more on the distinction here.

your added examples here are def helpful, i’d drop all of this into a ticket so the team can work with you 1:1 but ill pass along on my end as well in case there are any general responses/info i can surface!

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None of the Shared Mailboxes I’ve checked exceed 50 GB, use archiving or are on litigation hold. So yeah, until I get a better idea of why the numbers are so far off. I love the idea of this and want to use it but definitely need this cleared up first. I checked and it seems that adding the automatic billing will be slick but I know my clients will ask why there is a difference in user count so I need a solid answer before subscribing to this.

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yup totally understandable! i’ll dig around from this side and if you’ve got a ticket with support you’ll get some good help there too :slight_smile:

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Also, get rid of this annoying pop up. I’m trying to setup sync not backup but it blocks my view.

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Did one more that should be stupid simple. They have exactly 2 users, and not Shared Mailboxes. Syncro Reports 5 users. sigh. not good. Actually 5 on the left side and 26 under the backup!!! What the heck Sycnro. I’ll go broke enabling your backup at this rate. I’m am checking actual Microsoft Tennant and zero shared mailboxes and just 2 licensed user both on Basic. That is it.

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Hi Glen,

I’m sorry for the confusion and incorrect user counts. We’re going to look into it from our side, but for the time being, I’ll point out that the number you see in the backup widget is not the one used for billing. That number is tracking every user we have picked up and are backing up.

This article talks about how you would see what users you would actually be billed for once you are subscribed

Also, if you go to Manage>User List from the backup widget, you can see what we are backing up for each tenant. You can also export the user list to see how much data has been backed up for each user (screenshot of the button is below)

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Hi, the pricing information doesn’t mention SharePoint, OneDrive and Teams pricing, etc.
How are these billed?

And to confirm, pricing list per user is USD?

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not trying to go on a tangent but our use case for a licensed shared mailbox was the case of setting it up as shared and then people (small subset of annoying people) wanted it as a separate account on outlook while others used it as normal shared. We also have one or two where the 50GB is not enough, so additional license required.

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yes the $1.90 is USD!

sharepoint/onedrive/teams are included, i’m not sure there’s anything unique there from a billing standpoint. CCing @krishna.tamburino for a sanity check

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That’s correct. We do not bill separately for SharePoint, OneDrive, Entra ID, Planner, and Teams Channel data. They are all bundled in the $1.90 per billable user/month cost.

This is why we have a fair use policy and the requirement of backing up 80% of the billable users on a tenant. Our goal is to incentivize greater coverage of a tenant and not nickel and dime you on individual data costs.

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Confirming that this has been disabled by our team. Appreciate the callout on this - it was a mishap from our end!

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So if the ones with Check marks here in this example, which are the two licensed users, these are what are being charged for correct?

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That’s correct! We only consider licensed users as billable and those are the ones we use for our fair use count.