Hello! In this article, we'll cover how Backup Radar's PSA Disconnection Alerts work. This feature proactively notifies account administrators when the connection between Backup Radar and your PSA (Professional Services Automation) integration is lost — and again when it's restored — so you can act quickly and avoid gaps in your backup monitoring.
Overview
Backup Radar relies on your PSA integration (e.g., ConnectWise, Autotask, Halo, etc.) to automatically create tickets when backup failures are detected, based on your configured Ticket Rules. If the PSA connection drops, those ticket rules stop firing, which means backup failure alerts won't generate tickets in your PSA.
Previously, there was no notification when this happened, teams would only discover the disconnection after backup failure tickets stopped arriving. PSA Disconnection Alerts solve this by notifying you immediately through two channels: email and an in-app banner.
How It Works
Backup Radar continuously monitors the health of your PSA connection. When a disconnection is detected, alerts are triggered automatically — no configuration is required on your part.
Email Notifications
When the PSA connection drops, an email notification is sent to all account administrators on the Backup Radar account. Email is the primary alert channel because it doesn't require you to be logged into Backup Radar at the time.
What the disconnection email includes:
- A clear statement that your PSA integration is no longer connected and that ticket rules are not running.
- A direct link to your Settings > Integrations page so you can reconnect quickly.
- Common causes for the disconnection (expired API credentials, permission changes on the PSA side, or network disruptions).
- A link to contact support if you need help.
When the connection is restored, a follow-up email is sent confirming that the integration is back online and ticket rules are running normally. This email also recommends reviewing your recent backup activity to check whether any failures occurred during the downtime.
In-App Banner
In addition to email, a persistent in-app banner is displayed at the top of the Backup Radar dashboard and the integration settings page. This ensures that any user who logs in — not just administrators — can see that the PSA integration is disconnected and that ticket rules are not running.
The banner remains visible until the connection is restored, at which point it is automatically dismissed and replaced with a brief confirmation message that includes a link to review recent activity.
What to Do When You Receive a PSA Disconnection Alert
- Go to Settings > Integrations in Backup Radar (a direct link is included in the email notification).
- Reconnect your PSA integration. The specific steps depend on which PSA you use — look for the reconnect or re-authorize option next to your PSA.
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Check for common causes if the reason for the disconnection isn't obvious:
- Expired API credentials — Your API key or token on the PSA side may have expired or been rotated.
- Permission changes — The service account or API user permissions may have been modified in your PSA.
- Network disruptions — A temporary network issue between Backup Radar and your PSA may have caused the drop.
- Review recent backup activity after reconnecting. Check your Backup Radar dashboard or run an Escalation Report (under Reports > Scheduled Reports) to identify any backup failures that occurred while the connection was down.
Frequently Asked Questions
Who receives the disconnection email? All account administrators on your Backup Radar account receive the email notification.
How quickly am I notified after a disconnection? Email notifications are sent within minutes of Backup Radar detecting that the PSA connection has dropped.
Do I need to enable this feature? No. PSA Disconnection Alerts are enabled automatically for all Backup Radar accounts with a PSA integration configured.
Which PSA integrations are supported? This feature works with all PSA integrations supported by Backup Radar, including ConnectWise, Autotask, Halo, and others. The notification will clearly identify which PSA integration is affected.
What happens to backup failure alerts while the PSA is disconnected? While the PSA connection is down, ticket rules will not fire. This means backup failure alerts will not generate tickets in your PSA. After reconnecting, we recommend reviewing your recent backup activity and running an Escalation Report to catch anything that was missed.
Will I be notified when the connection is restored? Yes. A confirmation email is sent to all account administrators once the PSA connection is re-established, and the in-app banner is automatically dismissed.
Need help? If you're having trouble reconnecting your PSA integration, reach out to our support team at support@scalepad.com or submit a support ticket.
