FAQ
Buying and licensing
What does one licence cover?
Every module, for one production domain plus one named staging domain. Local and test hosts such as localhost, *.test and *.local never count against it. There are no per-technician or per-client fees. See Licences, domains and renewals.
Is it a subscription?
No. You pay once and the licence is yours for good. The price includes one year of updates and support. Renewing buys another year, and is optional.
What happens if I do not renew?
Nothing switches off. Your install keeps working on the version it has, including every release published during your update year. You can still read your old support tickets. To install newer releases or open new support tickets, renew.
Does it need to reach your servers to keep working?
No. From version 1.0, the install will check in with your account once a day and when it looks for updates. If a check-in fails, the running install is not affected.
Can I read the source code?
Yes, apart from the licence-checking code, which is obfuscated. The licence and the EULA set out how you may use it.
Running it
What do I need to run it?
A server with Ubuntu 22.04+ or Debian 12+, a domain name and root access. The installer, which ships with version 1.0, will set up everything else. See Requirements.
Can I host it with a cloud provider?
Yes. Any server running a supported Ubuntu or Debian release works, whether it is a cloud instance, a virtual machine or your own hardware.
Who backs it up?
You do, on your own server. The app has built-in encrypted backups and a restore test. Copy the backups somewhere else as well. See Backups and moving servers.
Can I move it to a new server?
Yes. Move the data and keys as described in Backups and moving servers. If the domain changes, move the licence to the new domain from your account.
Using it
Will my clients see your name anywhere?
No. The app shows your company name and portal name from your settings. A new install calls itself "Service Portal" until you change it. See Branding and white-label.
Which AI providers does it use?
The one you connect: OpenAI or Anthropic, with your own API key. With no key, nothing is sent anywhere and triage uses built-in rules. Tickets marked sensitive never go to AI. See AI settings.
Does it include an RMM?
It integrates with NetLock RMM for device health, patching and alerts. See RMM and monitoring.
How do clients pay invoices?
By card in the client portal, through your own Square or Stripe account. You can also record payments made any other way. See Payments and reminders.
Can it import data from my old PSA?
There is no built-in importer for other PSAs. The REST API can create tickets from your own migration script.