Auroranexis

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.

Purpose

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.

Core Concepts

Client status

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

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.

Features

Searchable client list with status and health filters.
Client detail page with health history, SLA summary, and monitoring summary cards.
Assign internal owner and SLA policy from the client record.
Manual status updates reflecting delivery posture across the portfolio.
View recent reports and open risks linked to the client.
Open incident counts and severity context on client detail pages.
Manage portal users when you have portal administration permissions.
Edit contact name, email, and internal notes for operational reference.
Monthly revenue field for roles with revenue permissions.
Activity history and linked records for audit-friendly client timelines.
Health score trend visible as operational data accumulates.
Integration with Operations Command Center portfolio metrics.
Archive workflow to keep active portfolio views accurate after offboarding.
Client-scoped context for report generation and publishing.

Step-by-step usage

Open Clients → New client and enter the client name, status, and internal owner.
Add contact name and email if you track primary client contacts on the record.
On the client detail page, assign an SLA policy that matches the contract tier.
Review Settings → Usage if you are approaching client limits on your current plan.
Link monitoring connectors to the client when uptime or integration checks apply.
Create portal users when you are ready to share published reports and status externally.
Generate and publish a report from the Reports module linked to this client.
Review health and monitoring sections after reports, incidents, or monitoring events exist.
Update client status as the relationship evolves—for example, move to Watch after repeated incidents.
Log risks and incidents from their modules with the client pre-selected or linked.
Conduct weekly portfolio review using status filters and health score ordering.
Archive clients when offboarded to keep active portfolio views and dashboards accurate.

Best Practices

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.

Assign exactly one primary owner per client; use notes for secondary contacts.
Align client status with reality—stale Active labels distort portfolio reporting.
Review health scores weekly as part of operations standups or QBR prep.
Assign SLA policies before logging incidents so timers evaluate correctly.
Disable or remove portal users promptly when client contacts change roles.
Document major delivery changes as risks or incidents rather than notes alone.
Use Watch status consistently when accounts need leadership visibility without full Critical escalation.
Verify monitoring connectors are linked to the correct client before relying on summary cards.
Keep client naming conventions consistent for search and report template automation.
Reconcile revenue fields monthly if your role includes revenue permissions.

Examples

Marketing agency

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.

AI automation agency

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.

MSP

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.

Consultancy

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.

Enterprise deployment

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.

Troubleshooting

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

FAQ

What is the difference between client status and health score?: Status is a manual label your team sets to reflect delivery posture. Health score is calculated from operational signals such as SLA compliance, monitoring events, and report cadence.
Can one person own many clients?: Yes. Assign the same internal owner to multiple clients when one account manager handles a portfolio. Ensure workload is visible in your operations review process.
How do I share reports with a client?: Publish the report from the Reports module, then ensure portal users exist on the client detail page. Published reports appear in the client portal for that client.
What happens when I archive a client?: Archived clients are excluded from default list filters but remain in the system with linked history. Restore by changing status when re-engaging the account.
Can staff edit client records?: Staff with clients.write permission can edit operational fields. Revenue, SLA policy assignment, and portal user management may require additional permissions.
Do archived clients count toward plan limits?: Review Settings → Usage for how archived clients affect your current plan. Limits typically apply to active portfolio size; confirm against your subscription details.

Need help?

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.

Ownership and accountability

Client owner — internal team member accountable for delivery, follow-through, and client communication.
Primary contact fields — optional name and email for the client's operational point of contact.
Internal notes — free-form context visible to your team but not exposed in the client portal.

SLA and portal linkage

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.