Customers

The customer is the unit everything else hangs off. Every device belongs to a customer, every ticket has a customer, every installer is built for a customer, and a good part of KairosLink's configuration is not global: it is per customer.

This guide covers the list, the full record and, above all, the inventory of everything configured customer by customer. That last part is what prevents surprises.

The list

Side menu, Customers. It shows your customers sorted alphabetically, 15 per page.

Five columns: Customer, Contact (with the email below), Computers, Language and Status.

There is no search box and no filters. With more than fifteen customers, the way to reach one is to page through. It is this screen's most visible limitation.

Each row menu has three entries: View, Infrastructure and Edit. Deleting is not here: it is done from the record.

Who can see and who can act

Viewing the list and the records requires no special permission: any user in your organization can open them.

Creating, editing and deleting require the customer management permission, which Owner and Admin have by default. Technician and Read-only do not.

The buttons show anyway to people without the permission. A technician sees "+ New customer" and "Edit", presses them and gets a permission error. It is awkward but not a hole: the control is where it counts.

Creating and editing

Eleven fields, of which two are required: Customer name and Status.

There is no duplicate name check. You can create two customers with the exact same name and the list will show them as identical rows, distinguishable only by the URL. If you work with several branches of the same company, put something in the name that tells them apart.

The contact email receives nothing

This deserves its own warning, because it is counterintuitive.

The "Contact email" field is decorative. It receives no system email. It is there so you know who to call, nothing more.

Emails going to the customer reach two places: the portal contacts and the addresses set in notification routing. If you put the customer's mailbox only in this field and expect something to arrive, nothing will.

The two statuses

Active and Inactive. Setting a customer to Inactive does three things and leaves many others untouched:

What does change:

• Portal access is cut off. A contact who is signed in loses their session on their next action and sees: "Your portal access has been disabled. Please contact your support provider."
• The customer disappears from the customer selector when creating tickets, problems and when reassigning devices
• It stops counting toward your subscription's customer total

What does not change:

• The agents keep reporting. The devices stay online, keep scanning and keep consuming licence
• Alerts keep being generated and emails keep going out
• Web filtering and DLP policies keep being applied
• It still appears in the customer list and in every per-customer filter in the panel

Put plainly: Inactive cuts the portal, it does not cut the service. If you want to genuinely stop managing a customer, the agents have to be uninstalled.

The record's tabs

Twelve, if you have every module. Nine as a floor.

Credentials, Portal and Web Filtering are shown even if your plan does not include them. Opening them takes you to the subscription screen with the offer to add them.

The Overview is smaller than it looks: it shows only contact, email, phone, status, address and notes. It does not show the hour bank, the rate, the language, or how many devices there are. For those you have to open Edit.

Everything configured per customer

This is the part worth keeping to hand. In KairosLink a lot is not global.

On the customer form

On the Computers tab

Operating system patch control. It only appears if the customer has at least one Linux machine. It defines whether KairosLink controls patching or coexists with the distribution's automatic updates.

This setting is Linux only: on Windows patching is handled by Windows Update and it does not intervene.

On the Notifications tab

Email the customer about their ticket updates. It comes on, and existing customers were left on. It controls the three ticket emails to the end customer.

Plus notification routing, which gets its own section.

On their own tabs

Web filtering policy, DLP policy, portal contacts with their permissions, Microsoft 365 tenant, Defender exclusions and PUA protection. All per customer.

Notification routing

The Notifications tab. You define which addresses receive that customer's alerts, per category. One email per line or comma-separated.

Three categories: Monitoring, Patching and Tickets.

Ticket progress emails (reply, status change, resolution) do not depend on this category alone: they go to the union of the portal contacts plus the addresses set here, with no duplicates.

Two things when saving

If a single address is malformed, nothing is saved. Not the other categories, not the customer notice toggle. Check before saving.

An empty category means no email goes out for that category. The alert is still created and visible in the panel, and your technicians' in-app bell keeps working.

With one exception: if Tickets is left empty but the customer has active portal contacts, ticket progress emails do go out, because they use both sources. What does not go out is the new-ticket notice.

Deleting a customer

From the record, more actions menu, Delete customer.

The dialog tells you how many devices will be deleted along with them, and warns you about the thing most often forgotten: the agent stays installed on every machine. To leave them clean you have to uninstall it there.

What exactly happens

Portal access is cut off, even though the contacts still exist in the database.

It is not reversible from your panel. There is no restore screen.

The deleted customer's name is renamed with a date suffix, so you can create a customer with the original name again without confusing the two.

What it does not do today

• There is no search or filter on the customer list.
• There is no duplicate name check.
• The contact email receives no emails.
• Inactive does not stop agents or alerts, only the portal.
• Action buttons are shown to users without permission and fail when used.
• The Overview does not show the hour bank, the rate or the language.
• A deleted customer cannot be restored from the panel.

Frequently asked questions

How do I find a customer if I have a lot of them? There is no search today: you page through. If you know the record number, you can go straight to the URL.

I put the customer's email on the record and nothing reaches them. That field sends no emails. Put it in notification routing, or give them portal access.

I set a customer to Inactive. Do their devices stop counting? No. The agents keep reporting and keep using licence. Inactive only cuts the portal.

I have two customers with the same name. That is possible: there is no uniqueness check. Tell them apart in the name, because the list shows them identically.

I saved notification routing and nothing was saved. If a single address is malformed, the whole form is rejected. Check all three categories.

Where do I see a customer's hour bank? Usage is under Reports. The configured values are under Edit, not on the Overview.

I deleted a customer by mistake. There is no restore from the panel. The devices would have to be reinstalled.

I deleted a customer and their agents are still installed. That is expected. They have to be uninstalled on each machine.

Can I give my customer access to the panel? No. Your customer signs into the portal, which is a separate interface with its own permissions.

A technician sees the Edit customer button but gets an error. They do not have the customer management permission. The button shows anyway: the control is on the server.