Service Catalog
The Service Catalog lets portal clients browse the IT services offered by their MSP and submit structured service requests — without needing to write a freeform ticket.
Browsing the Catalog
Navigate to Service Catalog in the left sidebar.
You see all published service offerings in a card grid. Each card displays:
- Service name (links to the detail page)
- Category label (e.g., "Hardware", "Security", "Onboarding")
- Description — brief summary of what the service includes
- SLA — response time commitment in hours (e.g., "4h SLA")
- Approval required badge — appears in orange if your request needs MSP approval before work begins
- Field count — number of questions on the intake form
Searching and Filtering
- Search bar — Type keywords to filter by service name or description
- Category dropdown — Filter to a specific category (only shown when multiple categories exist)
Submitting a Service Request
- Click on a service card to open the detail page
- Read the service description and any notes
- Fill in the intake form fields — these vary by service type. Examples:
- "What device needs the upgrade?" (text field)
- "How many users does this affect?" (number field)
- "Preferred date for the work" (date field)
- Click Submit Request
- A ticket is created in the Portal (and synced to PSA) with your form responses attached
If Approval required is shown, your request is not automatically assigned to a technician. An MSP manager reviews the request first and approves or declines before work begins.
SLA Commitments
The SLA shown on a service card is the target response time in hours. This is the time from when your request is submitted (or approved, if approval is required) to when a technician begins work. SLA commitments are set by your MSP and may vary by service tier.
| SLA Example | Meaning |
|---|---|
| 1h SLA | Technician begins within 1 hour |
| 4h SLA | Technician begins within 4 business hours |
| 24h SLA | Next business day response |
Service Categories
Your MSP organizes their catalog into categories. Common examples:
- Hardware — Equipment setup, replacement, repair
- Software — Installation, licensing, troubleshooting
- Security — Password resets, access provisioning, MFA setup
- Onboarding — New employee setup, device enrollment
- Network — VPN setup, Wi-Fi troubleshooting, connectivity
- Cloud — Microsoft 365, email, SharePoint
No Services Visible?
If the catalog appears empty:
- Your MSP may not have added any services yet
- Your company may not have access to the catalog
- Contact your MSP to enable the catalog or add services