PSA integration scope: AppXite and Partner responsibilities

Introduction

This article defines the scope of responsibilities for the PSA integrations available in the Platform (ConnectWise, HaloPSA, and other PSA integrations as they are released). It states which areas are owned by AppXite and which areas are owned by the Partner, so that expectations are clear during onboarding, troubleshooting, and day-to-day operation.

In short: AppXite owns the integration layer and the data flowing out of the Platform; Partners own their PSA instance and everything configured inside it.

In this article:

• AppXite Platform scope (in-scope)
• Partner scope (out of scope for AppXite)

AppXite Platform scope (in-scope)

AppXite owns the data pipeline and integration layer. If a sync fails, produces incorrect data, or drops records, AppXite is responsible for investigating and resolving it.

• Data pipeline reliability — ensuring Subscription data, billing events, and Customer records sync correctly from the AppXite Platform to the PSA. This covers timeliness of scheduled syncs, integrity of the transferred data, and recovery from transient failures.
• Mapping configuration UI — the interface within the AppXite Platform where Partners configure entity mappings (e.g., product → agreement type, customer → company). The interface itself, its validation, and its persistence are AppXite's responsibility; the specific mapping values chosen are Partner-driven.
• Authentication & connection lifecycle — OAuth flows, API key management, token refresh, connection health monitoring, and error states on credential expiry. Secure storage of credentials on the Platform side is included.
• Sync operation controls — start/stop/retry sync, frequency settings, sync direction, and sync logs/audit trail. This includes the manual sync buttons, automated daily sync schedules, and the system logs view inside the integration area.
• Field mapping schema — defining available AppXite fields, supported PSA target fields, and exposed transformation rules (such as charge-date adjustments, custom charge-type names, and unit-vs-total price configuration). Extensions to the schema are released by AppXite as PSA vendor capabilities evolve.
• Error surfacing — clear, actionable error messages distinguishing AppXite-side failures from Partner-side PSA issues. Error wording, log severity levels, and inline badges are designed to direct the Partner to the right next step.
• Documentation — setup guides covering prerequisites, connection setup, mapping configuration, supported scenarios, known limitations, and troubleshooting for each PSA integration AppXite provides.

Partner scope (out of scope for AppXite)

Partners are responsible for their own PSA environment. AppXite does not configure, troubleshoot, or support the Partner's PSA instance.

• PSA-side configuration — creating agreement types, billing templates, product catalog entries, company structures, custom fields, or workflows inside the PSA. The Platform consumes whatever values exist in the PSA at the moment of sync; what exists in the PSA is up to the Partner.
• PSA-side permissions & API access — ensuring correct roles, modules enabled, and rate limits are not exhausted by other integrations. If the API user account used by the Platform lacks a required permission, the Partner resolves it on the PSA side.
• Business logic decisions — agreement structure, product-to-line-item mapping, markup strategy, and tax handling within the PSA. AppXite provides the data and the mapping configuration tools; the commercial decisions belong to the Partner.
• PSA-side data hygiene — duplicate companies, orphaned agreements, or mismatched records predating the integration. AppXite does not modify or remove pre-existing PSA records.
• Multi-tool conflicts — resolving conflicts when other integrations write to the same PSA entities. The Partner is best placed to decide which tool owns which entity.
• PSA vendor support — raising issues with ConnectWise, HaloPSA, or Autotask when their APIs change or break. AppXite monitors PSA vendor release notes and adapts the integration once a vendor-side change is confirmed; the Partner remains the contractual customer of their PSA vendor.
• Custom reporting or dashboards — anything built on top of synced data inside the PSA. AppXite's scope ends once data has been successfully delivered to the PSA.

Related content

• ConnectWise integration overview
• HaloPSA integration
• Autotask integration overview