July brings meaningful improvements across the Cytracom platform, helping TeamLogic IT partners communicate more effectively, manage risk with greater accuracy, strengthen network security, and build more repeatable compliance services.
This month’s highlights include AI-powered call insights, an enhanced Autotask integration, more precise bridge firewall enforcement, improved CVE accuracy, and support for the GTIA Cybersecurity Trustmark framework.
We have also continued investing in the everyday experience across the platform. Automatic Telivy agent updates are now enabled by default, ControlOne portal workflows are more reliable, and the Cytracom mobile experience continues to improve across iOS and Android.
Together, these updates are designed to reduce manual work, improve visibility, and help your team deliver a stronger managed services experience.
Product Updates
UCaaS: Enhanced Autotask PSA Integration
Early Access
The enhanced Autotask integration connects phone activity more directly with your service-delivery workflows.
Incoming calls can trigger pop-up notifications, missed calls can automatically generate follow-up tickets, and a new tabbed interface brings related call activity together in one place.
For TeamLogic IT locations that use Autotask to manage client interactions, this can reduce manual ticket creation and make it easier to ensure important calls receive timely follow-up.
AI-Powered Call Insights
AI-generated transcripts and call summaries can now be created automatically after each call. Speaker names replace generic labels, and the updated summary format makes important information easier to review and share.
These capabilities can help teams document conversations, identify follow-up items, and maintain a clearer record of client interactions.
Additional UCaaS Improvements
- Native support for the Cytracom Desktop app on Apple M-series Macs
- Immediate desk-phone call initiation, eliminating a previous five-second delay
- Direct access to multifactor authentication settings
- Unread-message filtering in the Desktop app
- More complete caller information in voicemail notifications
- Improved reliability when SMS-enabled accounts change service plans
- Clearer network-error notifications during mobile calls
- Refreshed Contacts experiences on iOS and Android
- Updated Android navigation across Contacts, Recents, Dialpad, Messaging, Voicemail, and Profile
- Improved iOS active-call controls for mute, hold, transfer, and conferencing
- More reliable Android calling to international numbers using the “+” prefix
The redesigned iOS active-call screen and expanded Android interface are currently available through Early Access.
Telivy: CVE Accuracy, Typosquatting Triage, and Improved QBR/CSRA Reports
More Accurate CVE Detection
Accurate vulnerability data is essential to a credible security program.
This release reduces false-positive CVE findings caused by browser variations, unreliable version data, and incorrectly attributed application components. Remediation guidance now appears alongside findings in the Telivy dashboard, helping teams move from identification to action without repeatedly consulting external advisories.
For TeamLogic IT partners, the result is more trustworthy reporting and more productive conversations about which risks require attention.
Stronger Risk Prioritization and Client Reporting
Telivy now provides additional context to help partners understand which findings matter most:
- The new Asset Criticality Service evaluates assets using indicators such as device role and the presence of personally identifiable information, with support for manual adjustments
- QBR and CSRA reports now include a “Top Critical Assets and Why” section
- A new Risk Register consolidates accepted risks, compensating controls, review dates, and audit history
- A “Due for Review” dashboard widget helps teams identify risks that require renewed attention
Together, these improvements make it easier to translate technical findings into clear business priorities
Faster Typosquatting Triage
The updated Typosquatting view helps partners identify and prioritize lookalike domains more quickly.
Decoded domains, risk indicators, DNS status, threat-priority ranking, and additional context are now available in a consolidated view. Alert deduplication and improved notification reliability also reduce unnecessary activity.
Additional Telivy Improvements
- Automatic agent updates are now the default for new and existing agencies
- Partners can invite teammates to collaborate on individual assessments without changing broader account ownership or permissions
- Firefox data collection is now supported on Windows and macOS
- Detection of risky browser-saved credentials has been restored for current Chrome versions on Windows
- The new Accounts Usage view shows monitored endpoints and cloud accounts by assessment
- Microsoft 365 and Google Workspace monitoring can be paused for selected accounts
- Batch actions and improved filtering make it easier to review potential data-risk false positives
- Partner statistics, breach information, and security findings load more efficiently
- Findings marked as addressed no longer generate repeated activity
- PSA task synchronization errors affecting assessment workflows have been resolved
ControlOne: Expanded Bridge Firewall Enforcement
Early Access
ControlOne bridge firewall policies now support 5-tuple rules, port forwarding, DMZ configurations, and address groups.
A 5-tuple rule evaluates traffic using five attributes: source IP address, destination IP address, source port, destination port, and protocol. This gives partners more precise control over individual connections without broadly allowing or blocking an entire device.
The expanded capabilities support local zone-to-zone traffic, configured fail-open continuity scenarios, and other edge-network requirements that previously required workarounds or escalation.
For TeamLogic IT partners managing complex or multi-site environments, this provides greater control over network policy directly within the platform.
Clearer Network Administration
Several portal improvements make it easier to understand and manage relationships among companies, sites, zones, gateways, and policies:
- Routing policies and firewall rules can be located by company, criticality, and ID
- Assigned zones are now visible when editing a site
- Zones remain visible on the network map when a gateway is removed
- Gateways no longer display zones that are not assigned to them
- Zones now show the sites to which they are attached
- Partners remain in the selected client environment throughout an active session
Additional ControlOne Improvements
- Company switching now consistently loads the correct environment
- Permission updates display immediately after they are saved
- IPSec connector renaming no longer produces misleading read-only warnings
- Invalid connector forms retain correct information, allowing partners to update only the field that requires attention
- Bridge deployments include current patches addressing recently identified DNS vulnerabilities
Tentacle: GTIA Cybersecurity Trustmark Framework
Early Access
Tentacle now includes the GTIA Cybersecurity Trustmark framework, with 177 controls and built-in crosswalks to related standards.
For TeamLogic IT partners serving regulated or compliance-sensitive clients, these crosswalks can reduce the work required to maintain different control sets across multiple frameworks.
Partners can also use the framework to support their own pursuit of the GTIA Cybersecurity Trustmark, strengthening conversations about the MSP’s internal security practices, accountability, and commitment to recognized standards.
Explore the GTIA Trustmark Framework
Turn Cyber Insurance Requirements Into a Managed Service
Insurance Manager is available today through the Marketplace.
It helps partners compare client environments with cyber insurance requirements, identify gaps, build prioritized remediation plans, and monitor for configuration drift over time.
Rather than treating insurance readiness as a one-time questionnaire, TeamLogic IT partners can use Insurance Manager to create a more consistent and repeatable client service.
Insurance Manager Enhancements
New Early Access capabilities make insurance requirements easier to understand and manage:
- Differences between client-reported answers and actual scan findings now appear directly in attestation views
- Policy requirements are organized by category and linked to their source policy documents
- Control coverage and attested answers are combined into a single category-based view
- Partners can move through the policy timeline in any order and receive reminders about incomplete tasks
- Breach-related checklists and resources are now centralized in the Breach Center
- Pre-application forms, navigation, and page layouts have been refined
Additional Tentacle Improvements
- Live Client Portal events now update across all open browser tabs without requiring a manual refresh
- Primary-contact and office-location updates save correctly for Unity Platform users
- Fabric TV navigation, image scaling, and broadcast stability have been improved
- Additional workflow and platform fixes reduce interruptions during routine account management
Early Access: Help Shape What Ships Next
Several of this release cycle’s most important capabilities are available now through Early Access. No support ticket is required.
UCaaS
- Enhanced Autotask PSA Integration
- Redesigned iOS active-call experience
- Expanded Android mobile interface
ControlOne
- Expanded Bridge Firewall Enforcement
Tentacle
- GTIA Cybersecurity Trustmark Framework
- Streamlined Insurance Manager workflow enhancements; Improved attestation and policy-management views; Centralized breach-response resources
Early Access gives your team an opportunity to use new capabilities sooner and provide feedback that helps shape the final experience.
Contact Sarah Wise if you are interested.
Upcoming Events
Will you be attending one of these upcoming industry events? Let us know. We would welcome an opportunity to connect over coffee, lunch, dinner, or another time that works for you.
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GTIA ChannelCon | August 3-5 | San Diego, CA
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XChange August | August 9-11 | Washington, DC
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ScaleCon | September 24-26 | San Diego, CA
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Channel Partners MSP Summit | September 28-30 | Orlando, FL
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XChange NextGen | October 18-20 | Orlando, FL
Perspective
From Security Tools to a Defensible Security Program
MSPs are trusted with far more than technology.
You help maintain the systems your clients use to communicate, serve customers, access data, and keep their businesses operating. As that responsibility grows, so does the expectation that security controls, ownership, and customer decisions are clearly documented.
When an incident occurs, the questions rarely stop at, “How did the attacker get in?”
Clients, insurers, regulators, and legal counsel may also ask:
- Which controls were expected to be in place?
- Who was responsible for managing them?
- What recommendations did the MSP make?
- Which risks did the customer accept or decline to address?
- Was the environment being monitored?
- Can those activities and decisions be demonstrated with evidence?
The technology stack matters. The ability to show how it was governed matters just as much.
The MSP Model Creates Both Leverage and Responsibility
MSPs create value by managing technology efficiently across many customers. Shared tools, processes, and expertise make it possible to deliver services at scale.
That same operating model can also increase the impact of a security failure.
The 2021 Kaseya incident showed how an attack involving software used by MSPs could cascade through the supply chain and affect downstream businesses. It reinforced why MSP environments, privileged access, and shared management platforms remain attractive targets.
The lesson is not that MSPs are automatically responsible whenever a customer experiences an incident. It is that providers may be asked to defend what they promised, recommended, implemented, monitored, and documented.
When Security Responsibility Becomes a Legal Question
Recent disputes involving technology and managed-service providers illustrate how quickly operational questions can become contractual, insurance, regulatory, or legal matters.
The $1.9 million Netgain class-action settlement followed a ransomware attack that exposed information held for healthcare customers. The settlement was reached without an admission of wrongdoing, but it demonstrated the potential consequences when an incident affects downstream organizations and their data.
In 2025, Clorox sued Cognizant for approximately $380 million, alleging that service-desk personnel failed to follow required identity-verification procedures before an attack.
In 2026, the Delaware Supreme Court allowed insurers to proceed with aggregated breach-of-contract claims against Blackbaud on behalf of affected customers.
These matters involve different facts and remain at different stages. They do not establish automatic MSP liability. They do demonstrate that technology providers may be required to explain how responsibilities were defined and whether agreed-upon practices were followed.
A Program Before the Incident
Several states have enacted cybersecurity safe-harbor laws that may provide an affirmative defense or limit certain damages when an organization maintains a written cybersecurity program aligned with a recognized framework.
Safe harbor is not blanket immunity. Its availability varies by state, circumstance, type of claim, and the conduct involved.
The broader principle, however, is important: a documented and consistently managed security program is more defensible than an informal collection of tools and assumptions.
A spreadsheet may capture a point in time. A mature program maintains an ongoing record of:
- Controls that are in scope
- Responsibilities assigned to the MSP and the customer
- Findings and recommended remediation
- Customer decisions and accepted risks
- Exceptions and compensating controls
- Evidence that controls are reviewed over time
This is the difference between believing reasonable practices are in place and being able to demonstrate how those practices are governed.
Evidence-Based Accountability as a Differentiator
Documented accountability is not only about preparing for litigation. It can also help an MSP deliver a better managed service.
Clear control ownership and evidence can support:
- More productive QBRs
- Stronger cyber insurance readiness
- Better alignment between technical work and business risk
- More consistent service delivery across customers
- Clearer conversations about recommendations and responsibility
- A stronger case for recurring security and compliance services
This creates an opportunity for MSPs to move beyond selling security tools and establish an ongoing governance program around the work they already perform.
Where Cytracom Fits
Telivy and Tentacle help connect risk identification with structured remediation and accountability.
Telivy provides broad visibility into vulnerabilities, assets, cloud environments, exposed data, external risks, and other conditions that may affect a client’s security posture.
Tentacle helps MSPs translate those findings into a repeatable governance model by mapping controls, assigning responsibilities, managing evidence, documenting exceptions, and tracking progress across more than 30 frameworks.
Together, they help TeamLogic IT partners move from:
- Findings to prioritized action
- Recommendations to documented customer decisions
- Individual projects to continuous managed programs
- Informal confidence to evidence-based accountability
The question is no longer only, “Do we have the right security tools?” It is also, “Can we show how security is being managed across every client we protect?”
That is the difference between a security stack and a security program.
Contact Sarah Wise about building a repeatable risk and compliance service.
Welcome to the Family!
We are excited to welcome another group of TeamLogic IT franchises to the Cytracom partner community:
- Aaron Green | TeamLogic IT of Omaha, NE
- Matthew Michael | TeamLogic IT of Billings, MT
We’re looking forward to partnering with you as you support your clients and build a strong managed services practice. Welcome aboard!
Supporting Your Success
Cytracom is committed to helping TeamLogic IT partners stay informed, supported, and equipped to better serve clients and grow their businesses.
We want this newsletter to provide practical product information, partner resources, and business perspectives that are relevant to your day-to-day operations.
For routine business and technical needs, your account representative and the Cytracom support team remain your primary contacts.
For cross-departmental questions or help finding the right Cytracom resource, contact Sarah Wise, your Strategic Manager.
Have a topic, challenge, or opportunity you would like us to address in a future edition? We would welcome your feedback.
Thank you for your continued partnership and leadership within the TeamLogic IT community.
—The Cytracom Team