IT / Managed Services on AtlasOS
AtlasOS for IT / Managed Services (it_msp) adapts the platform for managed services providers, IT support companies, and cybersecurity firms. The UI relabels core concepts — entities become Customers, engagements become SLAs, and the sidebar is structured around Delivery and Revenue.
Default Configuration
| Setting | Value |
|---|---|
| Firm Type Key | it_msp |
| Solo Mode | No |
| Default Landing View | Tasks |
| Entity Types | Pty (Ltd), Sole Proprietor |
Modules Enabled by Default
| Module | Status | Notes |
|---|---|---|
| Smart Inbox | ON | AI-powered email triage via Gmail |
| Tasks | ON | Service tickets, project tasks, and checklists |
| Client Portal | ON | Secure portal for customer document exchange |
| Time Tracking | ON | Billable hours per customer / SLA |
| Billing | ON | Invoices, recurring retainer billing, payment tracking |
| SLA Tracking | ON | Monitor SLAs, response times, and uptime commitments | | Project Milestones | ON | Implementation projects with milestone-based billing | | Contracts | ON | SLA contracts — draft, send, and e-sign | | Onboarding Forms | ON | Customer intake forms | | Chat | ON | Real-time chat with customers via portal | | AI Agents | ON | Autonomous agents for workflow and advisory | | Broadcasts | ON | Bulk email to customer segments |
Modules Disabled by Default
Compliance Calendar, Sales CRM (OFF), Audit, CIPC/Secretarial, Payroll Obligations, AFS Reports, Management Accounts, Accounting Sync, and all Nonprofit modules.
Compliance Bodies
No regulatory bodies or obligation types are pre-seeded for IT/MSP in either jurisdiction. The compliance calendar is OFF by default — enable it manually if you need to track SLA deadlines or contract renewal dates via compliance templates.
Terminology
| Standard Label | IT/MSP Label | Where It Appears |
|---|---|---|
| Client | Customer | Sidebar, entity cards, search, breadcrumbs |
| Clients | Customers | Sidebar group label, entity list heading |
| Engagement | SLA | Engagement letters, billing references |
| Compliance Deadlines | SLA Deadlines | Compliance calendar (if enabled) |
| Service | Service | Service type dropdowns, reports |
Sidebar Layout
The IT/MSP sidebar is structured for service delivery and revenue management:
| Group | Label | Items |
|---|---|---|
| — | (standalone) | Dashboard |
| — | (standalone) | Smart Inbox |
| Work | Delivery | Tasks, Service Tickets (projects), Calendar |
| Clients | Customers | Customers (entities), Entity Groups, Client Portal |
| Finance | Revenue (expanded) | Time & WIP, Billing |
| Documents | Documents | Documents |
| Admin | Administration | AI Agents, Settings |
Key Differences from Accounting Layout
- Work group relabeled to Delivery
- Projects relabeled to Service Tickets
- Finance group relabeled to Revenue and expanded by default
- Sales CRM is OFF by default — Quotes, Proposals, Pipeline hidden unless enabled
- No Compliance group (compliance calendar OFF by default)
- No Workflows, Account Manager, Bank Statements, Persons
- No Financial Reports, Practice Intelligence
- No Audit & Quality group
- No Activity Log in admin
Key Features
SLA Tracking
Monitor active service level agreements per customer:
- Define response time, resolution time, and uptime targets per SLA
- Track live performance against SLA commitments
- Overdue SLAs surface as priority tasks with escalation alerts
- SLA status visible on customer entity cards and practice-wide dashboards
Service Tickets
Projects are relabeled to Service Tickets in IT/MSP mode:
- Create tickets from the Smart Inbox (auto-linked to customer)
- Assign to team members with priority and due date
- Track ticket lifecycle: Open → In Progress → Resolved → Closed
- Link time entries to specific tickets for accurate billing
Project Milestones
Track implementation projects from kickoff to go-live:
- Define milestone deliverables with due dates
- Link billing events to milestone completion
- Generate milestone-based invoices on sign-off
- View project progress per customer or practice-wide
Retainer Billing
Recurring billing built for MSP retainer models:
- Automated invoice generation per retainer contract
- Track retainer hours vs actual usage
- Overage alerts when usage exceeds contract thresholds
- Retainer renewal reminders via the compliance calendar (if enabled)
Sales Pipeline
The full Sales CRM is enabled by default for IT/MSP:
- Quotes — Generate customer-facing quotes with line items and pricing
- Proposals — Rich proposals with PDF export and e-signature
- Pipeline — Kanban board for opportunity tracking through sales stages
Shared Features
These features work identically to the accounting vertical — refer to the linked docs:
- Smart Inbox — AI email triage
- Documents — Upload, classify, and manage files
- Client Portal — Secure document exchange
- AI Agents — Autonomous workflow agents
- Time & Billing — Billable hours and invoicing