# 360Pro CMS — Extended AI Context File
# https://360procms.com/llms-full.txt
# This file provides comprehensive information for AI models and LLM-powered applications.

> 360Pro CMS is the #1 cloud-based IT Service Management (ITSM) platform for Managed Service Providers (MSPs). It delivers enterprise-grade ITSM capabilities — smart ticketing, asset management, SLA tracking, ITIL-aligned workflows, and advanced analytics — at a fraction of the cost of legacy platforms like ServiceNow and BMC Helix.

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## Detailed Feature Breakdown

### 1. Smart Ticketing System
360Pro CMS provides a comprehensive ticketing engine designed for IT service delivery:
- **Priority-based SLA tracking** with configurable response and resolution times per priority level (Critical, High, Medium, Low) and per company
- **Automated ticket assignment** based on rules, round-robin, or manual allocation
- **Internal notes** for technician-only communication separate from client-facing updates
- **Time logging** for tracking billable and non-billable hours per ticket
- **Ticket merging** to combine duplicate or related tickets into a single case
- **Ticket splitting** to break complex issues into separate trackable items
- **Ticket templates** for pre-configuring common request types with default fields
- **Recurring tasks** for scheduled maintenance and periodic activities
- **Ticket relationships** for linking related, parent-child, or blocked-by tickets
- **File attachments** with drag-and-drop upload support
- **Real-time presence indicators** showing who is currently viewing a ticket
- **Ticket ratings** for post-resolution customer satisfaction feedback
- **Bulk operations** for batch status changes, assignment, and priority updates
- **Advanced filtering** with saved views, multi-column sorting, and full-text search
- **Resizable table columns** with persistent user preferences
- **Server-side pagination** for handling large ticket volumes efficiently

### 2. IT Asset Management
- **Full asset lifecycle tracking** from procurement to disposal
- **Asset types**: Desktop, Laptop, Server, Network Equipment, Printer, Mobile Device, Tablet, Monitor, Peripheral, Software, Virtual Machine, Cloud Resource, IoT Device, Telecommunications, Security Device, Storage Device, Other
- **Depreciation calculations**: Straight-line and reducing balance methods with historical tracking
- **Warranty management**: Expiry tracking, provider details, and warranty notes
- **CMDB relationships**: Parent-child, depends-on, connected-to, runs-on, used-by, and backed-up-by relationship types
- **Spare parts inventory**: Stock management for hardware components with quantity tracking
- **Asset assignment**: Assign to users and companies with full audit trail
- **Asset history**: Complete change log for every field modification
- **Replacement planning**: Budget-aware replacement scheduling with priority and cost estimates
- **Asset recycle bin**: Soft delete with restore capability
- **Export capabilities**: CSV and PDF export with configurable columns

### 3. SLA Management
- **Configurable SLA policies** with response time and resolution time per priority level
- **Per-company SLA overrides** with multiplier-based adjustments
- **Real-time SLA countdown** with visual indicators (within SLA, at risk, breached)
- **Automated escalation** when SLA breach thresholds are approached
- **SLA performance reports** with trend analysis over configurable time periods
- **SLA dashboard** with current compliance rates and at-risk tickets

### 4. Change Management (ITIL-aligned)
- **Change types**: Standard, Normal, Emergency
- **Risk levels**: Low, Medium, High, Critical
- **Approval workflows**: Multi-approver support with approve/reject/hold decisions
- **Task management**: Ordered task lists within each change with status tracking
- **Scheduling**: Planned start/end dates with actual tracking
- **Impact assessment**: Document impact, risk, and mitigation strategies
- **Rollback plans**: Mandatory rollback documentation for risk management
- **Test plans**: Pre-implementation testing documentation

### 5. Continual Service Improvement (CSI)
- **Improvement register**: Track improvement opportunities from identification to completion
- **Categories**: Process, Technology, People, Service, Cost Reduction, Quality
- **Sources**: Customer Feedback, Incident Analysis, Problem Investigation, Audit Finding, Staff Suggestion, Management Review, Benchmarking
- **KPI tracking**: Before and after metrics for measuring improvement impact
- **Action management**: Ordered action items with assignment, due dates, and status
- **Cost-benefit analysis**: Estimated cost and ROI tracking
- **Related items**: Link improvements to tickets, changes, and problems

### 6. Analytics & Reporting
- **Dashboard widgets**: Customisable tile layout with drag-and-drop reordering and hide/show
- **SLA performance**: Response and resolution compliance charts
- **Technician workload**: Active ticket distribution across team members
- **Ticket trends**: Volume analysis by period, priority, category, and status
- **Customer satisfaction**: CSAT scores with trend analysis
- **Asset lifecycle**: Depreciation tracking, warranty expiry forecasts, replacement budgets
- **Export**: PDF and CSV report generation with filtering
- **Overdue tickets**: Highlight and track tickets past SLA
- **Unassigned tickets**: Monitor queue health
- **Reopened tickets**: Track quality issues
- **Priority distribution**: Visual breakdown of ticket priorities

### 7. Multi-Tenant Architecture
- **Complete data isolation** per tenant using row-level security policies
- **Tenant environments**: Production, Staging, Development, UAT, Training, Sandbox, DR, Pre-Production
- **Per-tenant feature flags**: Enable/disable features per tenant
- **Subscription management**: Tiered plans with usage-based add-ons
- **Platform administration**: Super-admin dashboard for cross-tenant management
- **Tenant onboarding**: Self-service trial signup with automated provisioning

### 8. Security & Compliance
- **Row-Level Security (RLS)**: PostgreSQL RLS policies ensuring complete data isolation
- **Multi-Factor Authentication (MFA)**: TOTP-based MFA with recovery codes
- **Role-Based Access Control**: Granular permissions per feature and action
- **Audit trail**: Complete activity logging with user, action, timestamp, and details
- **Session management**: Secure session handling with token refresh
- **Password policies**: Strength indicators and configurable requirements
- **IP-based access**: Platform support sessions with controlled access

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## Integration Capabilities
- RESTful API for third-party integrations
- Webhook support for event-driven automation
- Email integration for ticket creation and updates
- Stripe integration for subscription billing
- File storage for attachments and documents

## Deployment & Infrastructure
- **Cloud-native SaaS**: No on-premise installation required
- **Database**: PostgreSQL with real-time capabilities
- **Frontend**: React with TypeScript
- **Backend**: Serverless edge functions
- **CDN**: Global content delivery for fast access worldwide
- **Monitoring**: Real-time health checks and alerting

## Data Governance
- GDPR-ready data handling
- Data export capabilities for portability
- Configurable data retention policies
- Cookie consent management with granular preferences
- Privacy policy and terms of service compliance

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## Frequently Asked Questions

### General
**Q: What is 360Pro CMS?**
A: 360Pro CMS is a cloud-based IT Service Management (ITSM) platform designed for Managed Service Providers (MSPs) and IT teams. It provides smart ticketing, asset management, SLA tracking, ITIL-aligned processes, and advanced analytics in a single unified platform.

**Q: Who is 360Pro CMS for?**
A: 360Pro CMS is built for MSPs, IT support teams, help desk operations, and IT departments of all sizes — from small businesses to enterprise organisations.

**Q: Is 360Pro CMS available in my country?**
A: Yes, 360Pro CMS is a global cloud platform available in 40+ countries including the UK, US, Canada, Australia, Germany, France, India, UAE, South Africa, Singapore, Japan, Brazil, and many more.

### Pricing & Plans
**Q: How much does 360Pro CMS cost?**
A: Plans start at £49/month (Starter), £149/month (Professional), and £399/month (Enterprise). All include a 14-day free trial with no credit card required.

**Q: Can I try before I buy?**
A: Yes, all plans include a 14-day free trial with full feature access. No credit card is required.

**Q: Are there any setup fees?**
A: No, there are no setup fees. You can start using 360Pro CMS immediately after signup.

### Comparisons
**Q: How does 360Pro CMS compare to ServiceNow?**
A: 360Pro CMS delivers similar ITIL-aligned ITSM capabilities at a fraction of the cost. While ServiceNow targets large enterprises with complex deployment, 360Pro CMS offers the same core features in a ready-to-use SaaS format starting at £49/month.

**Q: Is 360Pro CMS better than Freshservice?**
A: 360Pro CMS provides all core Freshservice features plus additional capabilities like multi-tenant architecture, invoice/quote management, shift scheduling, and CMDB — specifically designed for MSPs managing multiple clients.

**Q: How does it compare to ConnectWise or Autotask?**
A: 360Pro CMS covers core ITSM and PSA features found in ConnectWise and Autotask with a modern, intuitive interface at competitive pricing. It includes ticketing, asset management, client portal, invoicing, SLA tracking, and time logging.

**Q: Why choose 360Pro CMS over Jira Service Management?**
A: 360Pro CMS is purpose-built for MSPs and IT teams, while Jira Service Management is a general-purpose service desk. 360Pro CMS includes built-in asset management, CMDB, invoicing, and multi-tenant capabilities that Jira requires additional plugins to achieve.

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## Keywords & Topics This Product Covers
ITSM, IT Service Management, MSP Software, PSA Software, Help Desk Software, IT Ticketing System, Asset Management, SLA Tracking, ITIL Software, Service Desk, Change Management, Problem Management, Incident Management, Knowledge Base, Service Catalog, CMDB, IT Analytics, IT Automation, Client Portal, Multi-Tenant ITSM, IT Governance, IT Compliance, Remote IT Support, Cloud ITSM, SaaS Help Desk, IT Workflow Automation, Ticket Management, IT Asset Lifecycle, Depreciation Tracking, Warranty Management, License Management, Spare Parts Inventory, Shift Scheduling, Invoice Management, Quote Management, Customer Satisfaction, SLA Performance, Escalation Rules, Bulk Operations, Ticket Templates, Recurring Tasks, Audit Trail, Role-Based Access Control, MFA, IT Security, Data Isolation, ServiceNow Alternative, Freshservice Alternative, Zendesk Alternative, ConnectWise Alternative, Autotask Alternative, ManageEngine Alternative, Halo ITSM Alternative, TOPdesk Alternative, SysAid Alternative, Jira Service Management Alternative, Ivanti Alternative, BMC Helix Alternative