What Neo can do with Acronis
- Triage an EDR incident: read its detections, verdict and workload, put the facts on the ticket, record the triage on the incident and, once approved, isolate the workload or run another response action
- Handle a failed backup: read why it failed, run the protection plan again for that workload, check that a new recovery point exists, and dismiss the alert
- Read and dismiss alerts for each customer
- Offboard a user: disable and delete their Acronis user, so Acronis stops charging for it, and revoke plans from a device that left
- Turn off a service a customer no longer pays for, after a technician approves, because Acronis can then delete that service’s data; and read each customer’s usage
- Read and update Advanced Automation (Acronis PSA) tickets
Each ticket stays with its customer
One API client from your partner tenant reaches every customer tenant under it. On a ticket that names a company, Neo sends a call only for the customer tenant the ticket’s company is mapped to. A call on one alert, task, user, workload or plan names that tenant, and Neo first confirms the record belongs to it. A record of a unit inside the customer is changed only outside a ticket run, such as from a chat with Neo or by a technician.Response actions ask first by default
Isolating, restarting or shutting down a workload stops the customer’s work, so the Helpdesk and IT Admin profiles ask a technician before any response action. Allowing a file, process or URL again lets it run on every workload of the customer, so the agent sends one only when a technician named it as safe on the ticket.Your customer tenants are mapped to companies
Neo matches your Acronis customer tenants to the companies in your PSA and keeps the mapping on the Acronis card’s Organization Mapping tab, refreshed on each PSA metadata sync. Your partner tenant, its folders and the units inside a customer are left out, and so are disabled customers. Matching uses the tenant name: exact, then after stripping a legal-form suffix (Ltd, Inc, LLC). Last comes an AI match for the long tail. A name that matches exactly one of your PSA companies, as it is or after stripping a legal-form suffix, or a match you confirm, is handed straight to your agents. A name two of your PSA companies share, or two Acronis tenants that match one company, is left to the AI match, and an AI match waits for you on the Organization Mapping tab. Confirm or correct each there. Anything Neo could not match stays unmapped and visible on the same tab, where you can set the right company by hand. A mapping you set by hand survives every later sync. See Acronis API for the permission groups.Next steps
Connect Acronis
Create an API client and save it in Neo.