Admin
Configures users, organizations and access for the service firm.
Can
- Manage Users, Organizations, Engineers
- View operation receipts, review decisions
- PSA for Managed Service Providers
- Roles and access
Who can do what in PSA for Managed Service Providers
Give account, delivery, review and billing staff access that matches their work.
How permissions work
Separate entry from follow-up
Engineer records service, time and expenses; Service Reviewer checks approval results and follows exceptions.
Keep billing accountable
Billing Specialist maintains monthly billing records and checks milestone invoice outcomes.
Make ownership visible
Account Owner, Service Delivery Manager and Finance Manager each read the records needed for their part of the agreement.
Who can do what
| Role | Clients and agreements | Service delivery | Time and expenses | Milestones | Billing and collections | Margin and capacity | Review evidence |
|---|---|---|---|---|---|---|---|
| Admin | Edit | View | Edit | View | View | Edit | View |
| Account Owner | Edit | — | — | View | View | Edit | — |
| Service Delivery Manager | — | View | View | Edit | — | Edit | — |
| Engineer | — | Edit | Edit | View | — | Edit | Edit |
| Service Reviewer | — | View | — | View | View | View | Edit |
| Billing Specialist | — | View | — | View | Edit | View | View |
| Finance Manager | — | View | — | View | Edit | View | View |
Each role in detail
Account Owner
Maintains client records and the commercial handoff to delivery.
Can
- Manage Clients, managed service agreements
- View Milestones, monthly billing
Starts on: Agreement Schedule
Service Delivery Manager
Owns agreement scope, delivery and milestone readiness.
Can
- Manage managed service agreements, Milestones
- View recurring service entries, time entries, Expenses, Engineers
Starts on: Milestone Billing Exceptions
Engineer
Records delivered service, time and expenses against assigned agreements.
Can
- Manage recurring service entries, time entries, Expenses, record attachments
- View managed service agreements, Milestones
Starts on: Rejected Recurring Service Entries
Service Reviewer
Inspects service approval outcomes and follows up on lines that fail validation.
Can
- Manage review decisions
- View recurring service entries, managed service agreements, operation receipts
Starts on: Approved Not Invoiced
Billing Specialist
Raises milestone billing records and reconciles collections.
Can
- Manage monthly billing
- View Milestones, managed service agreements, operation receipts
Starts on: Milestone Billing Exceptions
Finance Manager
Reviews agreement economics, disputed billing and billing evidence.
Can
- Manage monthly billing
- View managed service agreements, Milestones, recurring service entries, operation receipts
Starts on: Payments Overdue Or Disputed
Set up PSA for Managed Service Providers your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.