Support & Trust Center
Support model, release history, security posture, and governing policies for SYNTRIX.
Trust is earned through consistency, not claims.
Before you reach out
Most questions are resolved through status checks and self-service answers.
Account access, billing, integrations, and data availability answers live in Section 3.
If the issue cannot be resolved through self-service, submit a structured request.
Support model
Structured for clarity, security, and predictable handling.
Private channel for responsible disclosure and coordinated remediation.
Strong requests include the workflow, who benefits, frequency, and expected impact.
Product questions, non-urgent requests
Subscription state, access, checkout
Scoped by impact and breadth
Platform release history
SYNTRIX launched on January 6, 2026 with two integrations and Mission Control. 22 releases since.
Actions and the Estate Risk and Governance surface
- Ticket drafts from findings: compose an evidence-grounded ticket into ServiceNow, strictly user-initiated
- Estate Risk and Governance surface: a synthesis header carrying the dominant identity and security finding, with the depth body beneath it
- Okta integration hardening
SYNTRIX still never changes your environment on its own. The one write is the ticket you choose to create.
Mission Control v3
- Five permanent domain cards: Identity, Security, Financial, Delivery, Operations
- Command signal leading with the most critical finding across the portfolio
- Strategic drivers: the cross-domain correlation row
- Metric drill-ins: any headline number resolves to a sample of the underlying records
- Real observed sparklines and full provenance on every domain card
Mission Control v3 is now the default surface for all organizations.
Source deep-linking
- Per-record findings link to the record in the origin system
- Live for Defender XDR incidents, GitHub, Entra ID, and Intune
- Links are verified, never guessed: where a provider exposes no record URL, no link is shown
Evidence you can walk into, not just read about.
Microsoft Defender XDR integration and the Security domain
- Microsoft Defender XDR integration (incidents, alert posture, threat surface)
- Security added as the fifth intelligence domain in Mission Control
- Security detail shape on the provider page: Overview, Security, Regulatory
- Critical and high-severity incidents deep-link to their records in the Defender portal
Active incidents now sit on the executive surface next to the identity, device, and financial context that explains what they touch.
Provider intelligence elevation: Microsoft 365 and Google Workspace
- Microsoft 365 provider detail elevated to the platform gold standard
- Operational tile grounded in a real referent with sub-second utilization surfaces
- Sign-in failure breakdown surface and estate risk finding
- Google Workspace elevated to the same standard with repaired identity pipeline
- Regulatory posture mapping: observed evidence mapped to NIST CSF 2.0 controls, mounted on M365 and Google Workspace
Provider pages now answer the executive question directly from live evidence, with regulatory context on the same surface.
Contract Intelligence Engine
- Contract repository for SaaS, cloud, and ITSM vendor agreements
- Renewal calendar with auto-detection of auto-renewal clauses
- Contract value tracking and year-over-year change modeling
- Renewal window alerts (90, 60, 30 day windows)
- Cross-reference of contract terms against utilization data from the Utilization Engine
- Negotiation leverage view: contract value × utilization gap = renewal opportunity
- Contract drift signals (price escalation, term changes, scope changes)
- Vendor consolidation analysis across overlapping providers
Contract Intelligence closes the loop between operational utilization and financial outcome. Combined with the Utilization Engine, it produces the renewal leverage that has historically required external consultants. Now it surfaces automatically.
Platform UI refresh
- Refreshed Mission Control layout with denser executive surface
- Updated Command Signal Bar with animated provider check-in indicators
- New provider strip with drift chips inline
- Refined Executive Brief surface with improved tab navigation
- Updated color system aligned to SYNTRIX brand palette (purple, blue, cyan)
- Improved typography hierarchy across all surfaces
- Better mobile responsiveness on provider detail and brief surfaces
- Reduced motion preference fully respected across all animations
A focused visual refresh that brings the platform UI in line with the brand established at launch. Functionality unchanged. The product simply reads more clearly now.
Utilization Engine
- Utilization Engine synthesizes seat usage, license assignment, and activity signals
- Per-license utilization scoring across all SaaS providers (M365, GWS, Slack, Zoom, Teams)
- Underutilized license detection with cost impact modeling
- Active vs. assigned vs. licensed reconciliation
- Utilization drift tracking (declining usage flagged before renewal)
- Per-SKU utilization breakdowns (E3 vs E5, Business Standard vs Plus)
- Renewal leverage view (utilization data ready for vendor negotiations)
- Utilization tile in Mission Control with cross-provider rollup
The Utilization Engine is the layer that turns license inventory into financial intelligence. Most organizations renew at full count because they cannot prove which seats are productive. The engine produces that evidence.
Microsoft Intune integration and Endpoint domain
- Microsoft Intune integration (device inventory, compliance state, OS distribution)
- Device compliance policy coverage and non-compliant device detection
- App protection policy surface and BYOD posture
- Encryption status across managed endpoints (BitLocker, FileVault)
- Stale device detection (no check-in 30d+)
- Endpoint as new intelligence domain in Mission Control
- Device posture correlated with identity risk in Executive Brief
- Endpoint drift signals (compliance rate, encryption coverage)
Endpoint posture has historically lived in a separate tool that leadership never sees. Bringing Intune into the executive surface closes a critical visibility gap for organizations with serious security accountability.
Microsoft Teams integration
- Microsoft Teams integration (team inventory, channel posture, guest access)
- External federation visibility and unmanaged guest detection
- Meeting policy coverage and recording governance signals
- Team ownership concentration and orphaned team detection
- App and bot inventory across the tenant
- Teams posture view with collaboration drift signals
- Communication platform consolidation view (Teams + Slack + Zoom combined)
Teams completes the collaboration picture for Microsoft-centric organizations. The combined Teams + Slack + Zoom surface gives ops leaders visibility into where collaboration is actually happening, not where they assumed it was.
Microsoft Entra ID integration
- Microsoft Entra ID integration (sign-in logs, risky users, risk events)
- Conditional access policy coverage and gap detection
- Privileged role assignment surface (Global Admin, Privileged Role Admin, etc.)
- Service principal and application registration inventory
- MFA enforcement coverage across user populations
- Identity protection signals (leaked credentials, atypical travel, anonymous IPs)
- Cross-correlation with M365 signals for unified identity posture
- Entra ID added as distinct identity provider in Mission Control
Entra ID is the identity control plane for most Microsoft-centric organizations. Separating it from M365 surface gives security leaders direct visibility into the policy layer rather than only seeing the consequences.
ServiceNow integration
- ServiceNow integration (incident volume, open incidents, per-incident SLA breach counts)
- Change request pipeline visibility (pending, approved, in-progress)
- Problem record tracking and chronic incident detection
- CMDB coverage signals and stale configuration item detection
- ServiceNow posture view in Mission Control and provider detail
- ITSM throughput correlation with Jira delivery signals in Executive Brief
- Incident pressure surfaced by priority (P1/P2 volume) beside breached-incident counts
ServiceNow brings ITSM into the intelligence surface for the first time. SLA breaches are counted from the instance's own per-incident verdict; SYNTRIX deliberately does not publish an SLA attainment percentage, because the source field defaults to met for incidents that carry no SLA at all, and a percentage over it would label a default as a verdict.
Google Cloud Platform integration
- GCP integration (project inventory, IAM principal count, service account age)
- Cloud spend signals via Billing API (monthly cost, forecast, anomaly detection)
- BigQuery dataset visibility and access surface
- Cloud Storage bucket inventory with public access flags
- Compute Engine instance footprint and region distribution
- GCP posture view in Mission Control and provider detail
- Infrastructure drift signals for GCP spend and IAM patterns
- S3 equivalency mapping for cross-cloud storage surface (AWS + GCP combined view)
GCP completes the cloud infrastructure picture alongside AWS. Organizations running multi-cloud environments now see combined infrastructure posture for the first time.
Multi-seat and tiered billing
- Three-tier pricing architecture (Essentials, Professional, Enterprise)
- Multi-seat support with seat limits per tier
- Team invite flow with email-based onboarding
- Seat management UI in account settings
- Feature gating (Daily Brief, Drift, Storage behind Professional+)
- Integration limits for Essentials (4 providers)
- Annual billing with 2-month discount
- Updated pricing page, signup flow, and account plan tab
The biggest platform infrastructure release since launch. Multi-seat makes SYNTRIX viable for technology teams rather than individual practitioners.
Storage and Capacity Surface
- Storage tab in provider detail (Exchange Mailbox, OneDrive, GWS Drive, AWS S3)
- Per-user consumption table ranked by utilization
- View Top 10/25/50 drawer for expanded consumer lists
- Capacity risk bands (healthy, watch, critical)
- Storage data seeded for all three demo tiers
Drift Intelligence Engine
- Drift engine tracking metric trends across all providers over time
- Confidence levels: early, establishing, confirmed (based on snapshot count)
- Drift signals: deteriorating, improving, stable
- DriftChip on provider cards in Mission Control
- DriftBanner and DriftPanel in Executive Brief, Daily Brief, and Provider detail
- 6 weeks of seeded drift data across demo accounts
- Posture snapshot accumulation for trend computation
Drift makes SYNTRIX temporal. Signals that appeared suddenly but were actually building over time are now visible.
Daily Brief and Command Signal Bar
- Daily Brief (provider-scoped, auto-resolves to highest-pressure provider)
- Briefing Center landing page
- Command Signal Bar — cross-provider lead signal synthesis
- Real identity provider classification
- Strategic Drivers row (top 3 highest-impact priorities)
- Volume-weighted failed sign-in scoring to prevent false dominance
The Command Signal Bar replaced what was previously a static header. It now competes all connected providers to surface the single most important signal.
Executive Brief
- Executive Brief with four-tab architecture (Brief, Briefing Kit, Distribution, Evidence Annex)
- Cross-provider posture synthesis into leadership-ready narrative
- CEO summary with challenge responses
- Copy-ready executive update, leadership note, agenda insert
- Per-provider posture breakdown with licensing detail
- Evidence-grounded findings with recommended moves
Every statement traces to a live signal. No manufactured language.
AWS integration
- AWS integration (IAM access key age, EC2 security groups, RDS inventory)
- Cost Explorer signals (monthly spend, forecast, anomalies)
- CloudTrail root usage detection
- Multi-region footprint visibility
- Infrastructure drift signals and posture views
Jira, Slack, and Zoom integrations
- Jira integration (open issues, overdue issues, blocked work, stale issues 14d+)
- Slack integration (seat utilization, admin concentration, workspace configuration)
- Zoom integration (stale seats, never-logged-in detection, meeting security)
- Work management tiles and execution throughput signals
- Workspace drift signals for Slack and Zoom
With five providers connected, cross-provider patterns became visible for the first time.
GitHub integration
- GitHub provider integration (open PRs, stale PRs 14d+, workflow health)
- Delivery throughput signals and stale review detection
- Developer delivery tiles in Mission Control Strategic Drivers
- PR throughput and stale review drawer
Initial launch
- Mission Control with live provider intelligence
- Microsoft 365 integration (identity, licensing, signals)
- Google Workspace integration (identity, utilization, signals)
- Provider detail pages with posture views
- BDR trial provisioning system
- 14-day trial with provider-scoped intelligence
SYNTRIX launched with two identity providers, Mission Control, and the foundational signal-to-posture architecture.
SYNTRIX ships in measured waves. We do not market a capability until it is live in production. Every release listed above is available to all subscribers on qualifying plans.
Self-service knowledge base
High-signal answers to common platform questions.
Does SYNTRIX generate or simulate operational data?View
What integrations are currently available?View
What is the drift engine and how does it work?View
What is the Utilization Engine?View
What is the Contract Intelligence Engine?View
Why might a tile, metric, or insight appear empty or unavailable?View
- A provider is not connected or has not completed consent.
- Required permissions were not granted or were later reduced.
- The provider does not expose the data for your tenant or plan.
- The signal exists but has not been produced in the source system.
- Temporary provider API limitations or upstream delays.
This behavior is intentional and designed to preserve analytical integrity.
How does multi-seat work?View
How is billing handled?View
Security posture
Trust without over-disclosure.
Security is treated as a core system property. Our approach emphasizes least-privilege access patterns, secure authorization flows, environment isolation, and controlled integration boundaries.
- Customer data is not sold or shared for advertising purposes.
- Access to customer data is restricted and governed.
- Data handling is designed to align with enterprise expectations.
Report security issues privately. Public disclosure without coordination may increase risk to all users.
Policy and governance
What SYNTRIX does not claim
Decision support, not decisions.
- SYNTRIX does not guarantee uninterrupted availability.
- SYNTRIX does not replace human judgment or professional advice.
- SYNTRIX does not act as a compliance certification authority.
- SYNTRIX does not provide legal, financial, or regulatory determinations.
- SYNTRIX does not take autonomous action in connected providers. The only write is user-initiated ticket creation into your ITSM.