Glassbreak and IT Glue: An MSP Resilience Layer

IT Glue can remain the place an MSP documents ordinary operations. Glassbreak addresses a narrower question: what must still be available when the documentation platform, its identity provider, or the surrounding management stack is unavailable or untrusted?

A complementary boundary

Keep full operational documentation in the daily system. Put the minimum emergency set in Glassbreak:

• Client incident contacts and escalation paths.
• Emergency administrator credentials and approval rules.
• Critical vendor and service dependencies.
• Out-of-band communication instructions.
• Vendor-failure and compromise response plans.
• Tabletop history and client-specific evidence.

This avoids building a stale second documentation system while preserving the information needed to respond independently.

Test the boundary

Run the tabletop from a clean browser session without using an existing IT Glue, Microsoft 365, or primary password-vault session. The result should demonstrate that two authorised responders can identify the affected client, coordinate, retrieve controlled access, follow the plan, and retain evidence.

Start with vendor failure readiness for MSPs or use the Microsoft 365 outage assessment.