Glossary / PSA (Professional Services Automation)
Software that runs the business side of MSP operations — ticketing, SLAs, billing, contracts, and client records — the system of record most MSP work flows through.
A PSA is the operational backbone of an MSP: every ticket, every client contact, every contract, and often every invoice lives there. Where an RMM answers "what's the state of this device," a PSA answers "what work is happening, for whom, and are we meeting our commitments."
SLA tracking is usually the PSA's job — timing how long a ticket sat before first response and before resolution, against whatever commitment the client's contract specifies, and flagging a breach before it happens rather than after.
A PSA disconnected from the RMM it works alongside creates the classic MSP tooling seam: an alert has to become a ticket through an integration, and a device's monitoring history isn't visible from inside the ticket a tech is actually working.
How Nexus handles this
Nexus's PSA core is the same tenant-isolated record as the RMM — a ticket and the device it's about were never two different systems to reconcile.
A company that remotely manages a client's IT infrastructure and end-user systems on an ongoing, proactive basis — usually a flat-fee contract, not break-fix billing.
Software that lets an MSP monitor device health and perform remote management tasks — patching, scripting, remote control — across every client site from one console.
AI that can take multi-step action toward a goal — diagnose, draft, and (within a defined policy) act — rather than just respond to a single prompt.
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