Check every ticket and invoice from your IT provider against the contract you signed.
Forward your managed service provider's ticket emails and upload the monthly invoice. PinnacleStack times each ticket against your P1–P4 SLA, counts the users you are billed for against active Microsoft 365 or Google Workspace accounts, and lists what you can claim back.
14-day trial. Your MSP does not need to install or approve anything.
- Overview
- Tickets
- Invoices
- Contracts
- Reports
October SLA review
Contract: MSA 2025-11
- P1/P2 on time
- 91%
- Target 95%
- SLA breaches
- 6
- 2 are P2
- Claimable credit
- $612.00
- Per §7.3
Tickets needing attention
| Ticket | Priority | First response |
|---|---|---|
| Outlook won't sync on 4 laptops #48213 · email | P2 | 1 h 47 m |
| Front desk printer offline #48190 · CSV import | P3 | 3 h 12 m |
| New hire account: Finance #48177 · email | P4 | 9 h 05 m |
| VPN drops at branch office #48162 · email | P2 | 42 m |
What we commit to
- Reply within 1 business day
- Every email to support gets a written answer from a person by the end of the next business day, Pacific Time.
- Data deleted 30 days after you cancel
- Ticket emails, invoices and directory snapshots are removed from production storage within 30 days. Export first if you need them.
- One flat monthly fee
- Priced by company size, never by ticket or invoice. Your plan price stays fixed for 12 months from signup.
- Cancel monthly plans anytime
- No minimum term on monthly billing. Refunds follow our Refund Policy.
SLA clocks that follow your contract, not the provider's dashboard
Enter the response and resolution targets from your agreement once: for example P1 in 15 minutes, P2 in 1 hour, P4 by the next business day. PinnacleStack reads the timestamps in each forwarded ticket email or CSV row and measures two things separately:
- Time to first response. From ticket creation to the first reply from a technician, not an auto-acknowledgement.
- Time to restore. From creation to resolved, minus the "waiting on customer" time your contract allows them to pause.
- Your business hours. P3 and P4 clocks run on the support calendar in your contract, including holidays.
- Overview
- Tickets
- Invoices
- Contracts
- Reports
SLA targets
Last 90 days
| Priority | Contract target | Median actual | Result |
|---|---|---|---|
| P1 Business down | 15 m | 11 m | Met |
| P2 Team blocked | 1 h | 1 h 22 m | Missed |
| P3 One user affected | 4 h | 2 h 40 m | Met |
| P4 Request | Next bus. day | 6 h 10 m | Met |
Invoice lines matched to the accounts you actually use
Managed IT is usually billed per user per month, often $150–$200 per user for small businesses. Two departed employees still on the invoice can cost $300–$400 a month. Upload the invoice PDF or CSV and PinnacleStack compares it line by line:
- Billed users vs active accounts in Microsoft 365 or Google Workspace, read through a read-only directory connection.
- Out-of-scope hours checked against your prepaid block of hours and the after-hours multiplier in the contract.
- Service credits calculated from the SLA breaches above, using the credit formula you entered.
- Overview
- Tickets
- Invoices
- Contracts
- Reports
Invoice INV-2026-10
Uploaded PDF
- Billed users
- 48
- Invoice line 1
- Active accounts
- 45
- Entra ID, Oct 31
- Difference
- $525.00
- 3 × $175.00
| Line item | Billed | Checked | Result |
|---|---|---|---|
| Managed IT, per user 48 × $175.00 | $8,400.00 | $7,875.00 | Over |
| After-hours work 3.5 h × 1.5 | $1,050.00 | $1,050.00 | Matches |
| Block of hours 10 h prepaid | $1,800.00 | $1,800.00 | Matches |
How we handle your contract, ticket and directory data
Contracts and invoices are commercially sensitive. Ticket emails mention your staff by name. This is how that data is protected.
- Read-only directory access
- We request read-only user directory permissions in Microsoft 365 or Google Workspace. We cannot change accounts, licenses or settings, and we never read mailboxes.
- Only the emails you forward
- Ticket data arrives at a dedicated forwarding address per account. We parse timestamps, priority and status. Attachments are discarded.
- Encryption
- TLS 1.2 or higher in transit and AES-256 at rest for uploaded files, parsed tickets and directory snapshots.
- Access inside your account
- MFA on every login, owner and viewer roles, and SSO on the Growth plan. Finance can see invoices without being able to edit SLA targets.
- Export and deletion
- Export tickets, invoice checks and reports as CSV or PDF at any time. Deletion on request or 30 days after cancellation.
- Staff access is logged
- Our staff open customer data only for a support request you raised, and each access is recorded. We use your data only to provide the service, as a CCPA service provider.
Questions
Does our IT provider need to be involved?
No. You set up a mail rule that forwards your provider's ticket notifications to your PinnacleStack address, and you upload invoices yourself. Many customers do share the monthly report with their provider at the service review.
Which ticketing systems work?
Any system that sends notification emails with a ticket number and status, which covers common MSP tools such as ConnectWise PSA, Autotask, HaloPSA and Freshservice. You can also import a CSV export with created, first response and resolved timestamps.
How do you decide if a ticket breached its SLA?
We use the priority the provider assigned and the targets you entered from your contract. If you think a ticket was mis-prioritized, you can re-classify it and the report shows both the original and your adjusted priority.
Can we use the reports at renewal?
Yes. The evidence pack lists each breached ticket with its timeline, the contract clause and the credit calculation, exported as PDF and CSV.
We have our own IT person and a co-managed provider. Does that work?
Yes. Tag tickets handled internally and they are excluded from the provider's SLA figures.
Is there a trial?
Every plan starts with a 14-day trial. Import up to 90 days of past ticket emails or CSV rows to see your history before you pay.
Bring last quarter's tickets and one invoice.
You'll see your provider's real response times and any billing gaps during the trial.