Syncro September 2025 Release: Cloud Backup for M365 and EntraID, Archive Assets GA, ThreatDown Launch

Welcome

Kristen Costagliola: Welcome to the September release webinar. I’m Kristen, Syncro’s CTO. Dee and Andy are at the MSP Summit in Orlando today, so it’s Rich Dean and myself running things. As always, please use the Q&A module for questions and we’ll get to them at the end.

Archive Assets: General Availability

Kristen Costagliola: First up: Archive Assets is now generally available. We have a demo from Lindsey, our product manager on the RMM team.

Archive Assets Demo (pre-recorded): This feature solves a real problem: as your business grows, decommissioned machines clutter your asset list, making reports inaccurate and day-to-day work harder. Archive Assets lets you remove a device from your active fleet without losing any historical data.

Archive Assets Demo: To archive: go to the Asset Detail page, open the Actions menu, and select Archive. You can also bulk archive from the Assets and RMM page. A confirmation modal appears. For Syncro-managed devices, archiving will also trigger the agent to uninstall on the device’s next check-in. Once confirmed, the asset disappears from your active list immediately.

Archive Assets Demo: To find archived assets: click the View dropdown at the top of the Assets and RMM page and select Archived Assets. All original data is intact: system info, custom fields, ticket history. Chat sessions and RMM alerts related to the archived asset will link back to it in the archive. To re-enable: select Re-enable from the Actions menu. This does not automatically reinstall the Syncro agent, but if you reinstall the agent manually, it will auto-merge with the archived asset record. You can also merge archived assets into new active assets to combine their history.

Archive Assets Demo: Best practices: consider doing cleanup on a monthly, quarterly, or as-needed schedule as you process decommissioned machines. Before archiving, you may want an offboarding workflow: move the asset to a dedicated policy folder without recurring invoices, run offboarding scripts, then archive. Archived assets are visible in the Asset Audit and Asset Activity Audit Reports for compliance.

Kristen Costagliola: The feedback on Archive Assets has been incredibly positive. The most common reaction was ‘this is kind of boring, it just does what I wanted it to,’ which is the ultimate compliment for a feature like this.

Co-Managed Email Domains and Ticket Timer: GA

Kristen Costagliola: Co-managed email domains are now generally available. For MSPs with co-managed accounts, you can now specify a different outbound email domain per customer organization. Instead of all emails coming from your main MSP domain, invoicing for Client A can come from their domain and support emails for Client B can come from theirs. It was a very successful Early Access with great feedback.

Kristen Costagliola: The ticket timer enhancement is now globally released, including all international locales. This was a longer Early Access than usual and we worked through all the kinks based on your feedback. The labor log and timer have been significantly improved to reduce clicks and make time tracking much more efficient. We are continuing to improve the manual time entry experience based on feedback received post-launch.

Quality of Life Updates

Kristen Costagliola: Notable quality of life update this month: the CC UX in tickets has been significantly improved. Adding a CC is now a dropdown, and CCs populate below the input box so you can see who’s added and remove them without scrolling. We also improved line breaks in asset detail notes for cleaner readability, fixed pinned ticket views not displaying in the correct order, and shipped a number of other smaller fixes. Please continue submitting feedback through the product as we keep building this list.

Early Access: Co-Managed Support Permissions

Kristen Costagliola: Co-managed support permissions are now in Early Access. This is a big ask from a lot of MSPs: more granular control over what co-managed users can access. The Early Access expands the number of permissions you can assign to co-managed users significantly. You can now give them access to specific reports, the ability to run scripts, and additional asset actions, all without giving them access to your entire Syncro account. You can still limit them to the specific customer they need, and grant more access within that scope. Sign-up link is in the chat.

Marketplace: ThreatDown GA and IRONSCALES Coming

Kristen Costagliola: ThreatDown is now live. Provisioning, migration from other resellers, and Universal Billing are all available. If you have ThreatDown today, you can set it up in Syncro and get Universal Billing running. Phase 2, which adds ThreatDown deployment from asset policies and ThreatDown alerts as RMM alerts, is coming later in the year. Andy would have been more excited about this one, but he’s in Orlando.

Kristen Costagliola: IRONSCALES is coming next. Full provisioning, migration, and Universal Billing support. Universal Billing has been incredibly valuable for our partners. We’ve had people tell us they found additional revenue they hadn’t been capturing before. Acronis Universal Billing is in progress now. Once those vendors are done, more will follow.

Syncro Cloud Backup: Early Access Launch and October 1st GA

Richard Dean: I’m excited to officially introduce Syncro Cloud Backup, your last line of defense for Microsoft 365 and EntraID. We opened Early Access earlier this week and the feedback has been fantastic. General availability is tentatively set for October 1st. On that date, you’ll be able to enable Cloud Backup directly from the Syncro Marketplace.

Richard Dean: Nearly half of organizations have turned to third-party backup solutions for good reason. Microsoft’s native protections have strict time limits, coverage gaps, and keep all data inside the same tenant boundary. If your tenant is compromised or down, so are your native backups. Syncro Cloud Backup solves this by storing a separate copy of your Microsoft 365 and EntraID data outside the tenant in secure Azure backup storage. It’s automatic, it’s unlimited, and it gives you fast, reliable restores.

Richard Dean: What we cover: on the Microsoft 365 side, everything from Exchange mailboxes down to Planner, including OneDrive, SharePoint, Teams chats and files. On the EntraID side, everything from users and groups to conditional access policies and Intune configurations. Because it’s built directly inside Syncro, you can provision customers, manage backups, monitor status, and bill automatically, all from the same platform.

Richard Dean: Pricing: $1.90 per user per month. No hidden fees, no storage tiers, no complicated usage models. Unlimited storage is included, and that is true unlimited. Available on any Syncro plan. When we go GA in October, you can trial it free for 14 days. Everything is right inside Syncro Marketplace.

September Roadmap Overview

Richard Dean: On the roadmap. In development: quality of life improvements continuing, co-managed permissions in Early Access, third-party app update expansion, mobile worksheets coming to mobile, Linux agent expanding over the next several quarters, and Acronis Universal Billing. In design: M365 license invoicing through Entra sync for Team plan customers, Microsoft 365 security baselines expansion with more rules and best practice alignment, mobile ticket filtering, Stripe ACH, and IRONSCALES integration. In initial planning: project management tools for managing deadlines and deliverables separately from service tickets, parent-child ticket templates for multi-step ticket creation, easy app uninstall, product bundle improvements, script change logs and audit trails, reporting enhancements and redesign, chat stability improvements, and Mac agent enhancements.

Richard Dean: From Dee: thank you all for your partnership and trust. She hopes this roadmap reflects what you’ve shared with us. We will continue to listen through product feedback, support, community, surveys, and phone calls. Another survey is coming for the Syncro community to share feedback on what matters most.

Power Hour

Kristen Costagliola: Power Hour is coming October 3rd. Lindsey, who did the Archive Assets demo, is hosting a session on ticket views, tags, and automations. A partner is also joining to show how they use tags and automations to build all their different ticket boards and look at their metrics. Past Power Hours have been fantastic. Recordings and scripts are in Community. Come join us there.

Q&A: Cloud Backup

Q: Will there be an EU data center for Cloud Backup?

Kristen Costagliola: Yes. We have US, Canada, UK, and Australia today. The EU is on the roadmap. If you have a specific location requirement, please reach out and send feedback so we can factor your region into where in the EU we set up data storage.

Q: Is SharePoint included in the backup price?

Richard Dean: Yes. The $1.90 per user per month covers everything: Exchange mailboxes, OneDrive, SharePoint, Teams chats and files, and Planner.

Q: Are shared mailboxes charged at full price?

Kristen Costagliola: Currently, licensed users are charged. We will double check the exact handling of shared mailboxes internally and make sure that is clearly communicated. If you have questions or concerns, please reach out.

Q: Was this built from the ground up or powered by a third-party vendor?

Kristen Costagliola: We built this from the ground up in close partnership with Microsoft. It is fully integrated into the Syncro interface. You never pop out into another platform. It lives on the same tenant management page where you manage your Microsoft integration.

Q: Can we back up EntraID without backing up M365 workloads?

Kristen Costagliola: Yes. You can configure which workloads to include, and EntraID can be selected independently from M365 workloads.

Q: Can users be excluded from backup?

Kristen Costagliola: Yes. It is not all or none. You can choose specific users by individual, group, or location. You can also toggle whether new users added to the tenant are automatically included. There is a fair use policy: if you use the all-users unlimited option, 80% of users on the tenant must be backed up.

Q: What are the retention settings?

Richard Dean: For MVP, retention is unlimited with no policies to configure. Customizable retention policies are on the roadmap so you can set your own retention settings per user or object in the future.

Q: What security standards are in place?

Kristen Costagliola: All data is encrypted in transit and encrypted at rest in Azure storage. The backup uses a separate enterprise app with consent specific to cloud backup, distinct from the main Syncro Microsoft integration, to keep permissions as narrow as possible. You can revoke consent at any time. Data is stored in Azure Blob Zone Redundant Storage, meaning three synchronized copies across physically separate zones.

Richard Dean: We’re using Azure Blob ZRS, which maintains three synchronized copies across physically separate zones, protecting against power outages, floods, and fires. Our terms of service and data processing agreement cover security details in full.

Q: Is the backup immutable?

Kristen Costagliola: Yes. Once the backup is created, it is immutable and cannot be changed or deleted.

Q: Is there a full audit log of restore actions?

Kristen Costagliola: Yes. There is a full audit log showing all backups taken, all restore actions, exactly what was recovered, and where it was restored to.

Q: Can you restore from one mailbox to another?

Richard Dean: Yes. Cross-mailbox restore is supported. You can restore data from one user’s mailbox to a different user’s mailbox.

Q: Are in-place archives supported?

Richard Dean: Yes, in-place archives are supported.

Q: How does this compare to Acronis M365 backup?

Kristen Costagliola: The biggest differences are that Syncro Cloud Backup is fully integrated into the Syncro platform, it uses flat predictable pricing rather than usage-based tiers, and it includes comprehensive EntraID backup including conditional access policies and Intune, which Acronis’s M365 backup does not cover as broadly. You never need to leave Syncro to manage it.

Q: Can we migrate historical backup data from another provider?

Kristen Costagliola: We are exploring this. The first backup taken will capture everything currently in the tenant plus all version history. What cannot be captured is anything deleted before the first backup. Whether migration from another provider is possible depends on how accessible their export options are. If you have a specific provider you’re moving from, please reach out and share specifics.

Q: Is there a plan for Google Workspace backup?

Kristen Costagliola: Google Workspace is on our list but not yet prioritized. If this is critical for your business, please send feedback and let us know the specifics of what you’d need.

Q: Is PC or device backup planned?

Kristen Costagliola: No. Syncro Cloud Backup is cloud-to-cloud only. It backs up M365 and EntraID data into Azure. Device or local backup is not planned.

Q: Does it support GCC tenants?

Richard Dean: GCC standard tenants should be supported because they work the same as commercial tenants. GCC High would not be supported. If you have a specific GCC tenant to test, we can help you get into Early Access.

Q: Is it FedRAMP compliant?

Kristen Costagliola: Syncro has not undergone full FedRAMP compliance certification. We are happy to discuss what your specific compliance requirements are and what we may be able to accommodate. Reach out directly.

Q&A: Other Topics

Q: What is the timeline for the Linux agent?

Kristen Costagliola: We expect to have the Linux agent in Early Access before the end of the year. As soon as it enters Early Access, we will let everyone know so you can sign up and test it.

Q: When will Stripe ACH be available?

Kristen Costagliola: Our goal is Early Access before the end of the year. This integration requires getting everything right with a major payment partner, so we are being thorough. We will keep you updated.

Q: What is the timeline for Mac agent improvements?

Kristen Costagliola: Mac improvements are on the roadmap, but will likely follow the Linux agent work. No specific timeline yet.