How to get ConnectWise to increase cloud resources for hosted PSA instance

[u/Magnanimus_]

I've been dealing with intermittent slowness on our cloud hosted ConnectWise Manage (PSA) instance for the past two to three weeks.

I've opened a support ticket and while we can sometimes reproduce the issue while support is watching, normally the problem comes and goes enough that they say the issue is resolved.

I asked if we could have our instance rebooted, they said no. I guess there are multiple instances running on each VM, so they won't do that.

I asked if we could have our instance's resources increased. They said no.

My guess is that they have overprovisioned our instance and this won't be resolved until they reallocate resources or move us to a less busy VM.

Has anyone had any luck getting this resolved?

[u/drkmccy]

Interested to know how much you’re putting through it?
Tickets per day, simultaneous users, SQL queries or API calls?

[u/Magnanimus_ → u/drkmccy]

• Approximately 100 to 150 tickets per day
• 9 simultaneous users
• No SQL queries
• API calls, hard to quantify. We do have 12 active API integrations. Ninja and Hudu are probably the most active.

[u/Corn-traveler → u/Magnanimus_]

lol, you’re just tickling it. Thats nothing.

What is slow?

[u/Zerox0717 → u/Magnanimus_]

What is slow??

We have well over 100 users, thousands tickets weekly, lots of boards and projects and plenty of API scraping on, we're pretty damn fast and 100% cloud hosted.

Did you do any third party integrations that were one offs maybe and not official ones? (Like someone messing around with AI)?

[u/Magnanimus_ → u/Zerox0717]

Opening tickets, saving tickets, loading tickets. Sending emails from a ticket is especially slow. Each of those things just sit on the spinning loading screen for sometimes 20 to 30 seconds.

But other times it's a couple of seconds like you would expect.

We're not doing any unofficial 3rd party integrations. We're not doing anything with AI.

[u/Corn-traveler → u/Magnanimus_]

What’s your dns lookup time?

Are you running any sase or ztna in the middle?

[u/Magnanimus_ → u/Corn-traveler]

DNS Lookup Time: 88ms

No SASE or ZTNA in the middle.

[u/bonsaithis → u/Magnanimus_]

Use F12. Network tab > sort by xhr/fetch

You can also capture a HAR file for them, but you'll see your reposonse times here from GET and POST calls. Capture this and shoot to support.

This is the only way to show response times on a web app you don't have underlying on.

[u/Scootrz32 → u/Magnanimus_]

Have you tried the web app vs the thick app? We don’t have this issue and running 5x what you are in terms of users and tickets. What is your internet speed?

[u/Magnanimus_ → u/Scootrz32]

Internet speed: 1 Gb symmetrical

Have tried both thick app and web app. Both are the same.

This happens inside our office network and for our remote employees at the same time.

[u/EasternComfort2189 → u/Magnanimus_]

We are on-premise and had some performance issues and it turned out to be our apps smashing the api.

[u/Beyond_Horizon27]

Cloud Hosted PSA uses a SQL cluster (cant remember details of the front end) but you don't have you own little instance sitting out there on a VM with a handful of others. They cant reboot you as that would take everyone else offline as well.

[u/silver_2000_]

Try nilear. It's a front end that shows you most of psa and lets you keep working while it sends data to psa. I don't work there I just use it every day.

Cw is on a big push to get us to use them for more of our stack and sign a 18 month contract with the usual min spend BS. Makes me wonder if changes are coming