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Auroranexis documentation
The Clients module is your portfolio command center. Each client record ties together health scores, ownership, SLA alignment, monitoring summaries, open risks, recent reports, and portal users. Use it to maintain an accurate view of every account your agency manages and to prepare for client reviews, escalations, and revenue reporting.
The Clients list provides searchable access to your managed portfolio with status, health score, and owner at a glance. Filters help operators focus on Watch and Critical accounts during weekly reviews. Opening a client detail page consolidates operational context in one place instead of cross-referencing tickets, email, and spreadsheets.
Client detail pages show health trend, SLA summary, monitoring activity, linked risks and incidents, recent reports, and portal user management. Each section updates as underlying records change, giving account managers a live picture before QBRs or escalation calls.
Clients are always scoped to your organization. A client record is the anchor for reports, risks, incidents, monitoring connectors, and client portal access. Deleting or archiving a client does not remove historical records tied to it—they remain for audit and reporting.
Portfolio-level views on the Operations Command Center aggregate signals from client records. Accurate status labels, assigned owners, and SLA policies on each client ensure dashboard metrics and health scores reflect reality rather than stale defaults.
Agencies need a single source of truth for who they serve, who owns delivery internally, and how each account is performing against commitments. The Clients module centralizes that context so operators do not chase information across disconnected systems during incidents or client calls.
Portfolio-level visibility supports weekly operations reviews, quarterly business reviews, and escalation decisions. When every client has an assigned owner and aligned SLA policy, leadership can compare accounts fairly and allocate resources to accounts that need attention.
Revenue fields—where your role permits—help finance and leadership connect operational health to account value. Even without revenue access, staff benefit from health scores and linked records when prioritizing daily work and preparing published reports.
Contact support@auroranexis.com for onboarding support, billing questions, or product guidance. Include your workspace name, the module you are working in, and a brief description of your goal so we can respond efficiently.
Client status values
| Status | Description |
|---|---|
| Active | Standard delivery; included in active portfolio views and health scoring. |
| Watch | Elevated attention; may reflect recent incidents, declining health, or contract risk. |
| Critical | Requires immediate operational focus; often paired with escalation review. |
| Archived | No longer actively managed; excluded from default list filters but history retained. |
Health score is a composite signal derived from operational activity: SLA violations, critical monitoring events, missing reports, portal engagement, and recent incident patterns. Scores update as underlying data changes rather than on a fixed schedule.
Use the score as an early indicator, not a substitute for reviewing open risks and incidents. A client with a moderate score may have one critical open incident; a high score does not eliminate the need for pre-QBR preparation.
Before each QBR, open the client detail page and walk through health, SLA summary, open risks, recent incidents, and the latest published report. This five-minute review prevents surprises in client meetings and ensures portal content matches what you plan to discuss live.
A marketing agency creates Active clients for each retainer account, assigns account directors as owners, and attaches Standard SLA policies. They enable portal users for CMO stakeholders and publish monthly performance reports after internal review, using Watch status when campaign delivery slips repeatedly.
An automation agency links HTTP monitoring connectors to clients running production workflows, sets owners on the engineering lead for each account, and moves clients to Watch when critical monitoring events repeat. Published quarterly summaries explain integration uptime alongside open risks.
An MSP maintains forty active clients with tiered SLA policies—Premium for 24x7 accounts and Standard for business-hours support. Client detail pages are the starting point for every ticket escalation; portal users at each account see published incident summaries when transparency is required.
A management consultancy tracks engagement health through status and health score rather than monitoring connectors. They archive clients after project closeout, retain report history for reference, and assign partners as owners on strategic accounts under Watch during delivery stress.
A large agency segments hundreds of clients by owner teams, enforces naming standards for global accounts, and uses Critical status to trigger executive review. Revenue fields feed internal profitability analysis available to owners while staff focus on operational cards and SLA compliance.
Common client module issues
| Problem | Cause | Solution |
|---|---|---|
| Cannot create new clients | Client limit reached on subscription | Review limits in Settings → Usage; upgrade via Settings → Billing if at capacity. |
| Health score unavailable or stale | Insufficient operational activity on new clients | Ensure reports, incidents, or monitoring data exists; scores improve as activity accumulates. |
| SLA summary empty on client page | No SLA policy assigned | Assign a policy on the client detail page under SLA settings or create one in Settings → SLA. |
| Portal user cannot sign in | Disabled user or wrong portal URL | Verify the user belongs to this client, is active, and uses the client portal login URL. |
| Revenue field not visible |
Each client can receive an assigned SLA policy that drives incident and risk timers. Portal users are managed on the client detail page and sign in to a client-scoped portal where published reports and selected incident summaries appear.
Monitoring connectors linked to the client feed events into the monitoring summary card. Critical events may reduce health scores and should follow your documented path to incidents when client impact exists.
| Role lacks revenue permissions |
| Contact an owner or admin; revenue is restricted to permitted roles by design. |
| Monitoring summary shows no events | Connectors not linked to this client | Confirm monitoring connectors reference the correct client in Monitoring configuration. |
| Cannot edit client owner or SLA | Insufficient write permissions | Ask an admin to verify your role includes clients.write and related settings access. |
