Key Concepts

Tenants

A tenant represents an organization. Each tenant has isolated data, users, and configurations. The platform is multi-tenant by design — a single deployment can serve multiple customers.

Namespaces

Within a tenant, resources are organized into a hierarchical namespace:

England.North East.Durham.Global Office.Boardroom

Each level can represent a country, region, city, building, floor, or room. Permissions, alert profiles, and dashboard views can be scoped to any level of the hierarchy.

Hubs (Agents)

A hub is a monitoring agent deployed at a customer site. It runs as a headless service on Windows or Linux and is responsible for:

• Communicating with local devices (via Telnet, Serial, TCP, Modbus, etc.)
• Running plugins in isolated processes
• Sending telemetry to the cloud
• Executing commands received from the control plane

Hubs register with the cloud through a 5-step wizard and maintain a persistent gRPC connection for real-time command delivery.

Devices

A device is anything the platform monitors — a display, camera, audio processor, lighting controller, or environmental sensor.

Each device has:

• Properties — observable values (power state, input source, temperature)
• Traits — built-in capabilities (lockable, power-controllable)
• Communication bindings — how the agent talks to the device
• State — connectivity (Online/Offline) and health (Healthy/Warning/Critical)

Templates & Instances

Device configuration uses a template inheritance model:

• A template defines the default shape (properties, traits, communication settings)
• An instance overrides specific fields for a particular physical device

Fields are classified:

Alerts

An alert profile defines conditions and actions:

• Conditions: property thresholds, connectivity changes, time-based rules
• Actions: email, SMS, webhook, script execution, escalation chains
• States: Critical, Warning, Info, Resolved

Key metrics tracked:

• MTTA — Mean Time to Acknowledge
• MTTR — Mean Time to Resolve