Track the vendors behind your service
MSPs and service teams rarely deliver alone — there's always a carrier, an ISP, a software vendor in the loop. Orbit tracks those vendor relationships against the tickets they affect, so escalations and follow-ups don't fall through.
Who it's for
- MSPs working through carriers and vendors
- Service teams escalating to upstream providers
- IT consultancies tracking vendor-supplied components
Pain points we solve
- Vendor escalations tracked in email only
- No record of vendor performance over time
- Client tickets blocked on vendor responses with no follow-up cadence
How Orbit fits
Orbit treats vendors as records — like clients — with their own contacts, contracts, and ticket history. When a client ticket is blocked on a vendor, the linkage is explicit and trackable.
What Orbit delivers
Vendor records
Track vendor contacts, contracts, and SLAs as first-class records.
Vendor-blocked tickets
Mark a ticket as blocked on a vendor with a follow-up cadence.
Vendor performance
Track average vendor response, escalation rate, and reliability over time.
When teams reach for this
- ISP carrier escalations
- Software vendor tickets
- Hardware vendor RMA tracking
Frequently asked questions
- Can vendor tickets be billable to the client?
- Yes — vendor-time logged against a client ticket flows to billing the same way internal time does, with appropriate categorization.
Want to see how this works in Orbit?
Pick a 15-minute slot — we'll show how Orbit handles this in your workflow.
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