Core concepts
The platform's vocabulary: what a tenant, project, and phase are, and how they relate. Learn it once, and it makes sense everywhere.
Tenant and workspace
A tenant is your company's isolated environment. All data, users, and projects live inside the tenant and never cross over into others. A tenant usually has one workspace, but Enterprise plans support several (for example, separate ones per region).
Project
A project is a single customer's onboarding. It has an owner (Implementation Manager), a team, a customer, phases, milestones, tasks, documents, and messages. It's the atomic unit of work — every operation happens in a project's context.
Phases and milestones
A phase is a major onboarding stage: kickoff, discovery, setup, launch. The default template has four phases, but you can define your own.
A milestone is a concrete deliverable inside a phase: “SSO configured,” “data migrated,” “team trained.” A milestone closes once all of its tasks are accepted.
Task
A task is a unit of work. It has an assignee, a due date, dependencies, and an approval flow. Tasks can be internal (for the implementation team) or customer-facing (visible in the portal).
Form
A form is a structured way to collect data from a customer. Fields are typed, support conditional logic, and autosave. A submitted form can automatically create tasks or update project fields.
Template
A project template is a bundle of “phases + milestones + tasks + forms” applied when a new project is created. Templates live at the tenant level and are managed by an admin.
Role and permission
A role is a named set of permissions. There are 16 system roles (Admin, Implementation Manager, CS Manager, Customer Owner, etc.), each made up of 50+ permissions. Code checks permissions, not role names, so custom roles work exactly like system ones.
Audit and events
Every create/update/delete operation is written to the audit log with its author, timestamp, and changed fields. You can subscribe to any event via a webhook or automation.