01Draft
WorkingOwner and scope attached
Documentation & Runbooks
Give the next technician a useful starting point.
Keep client knowledge and operating procedures close to the work they explain. Explore versioned articles and runbooks with clear ownership, access and review dates.
A record people can use
Keep the source, owner and next decision together.
Illustrative workflow · explore the steps · no action is executed
01
Draft in context
Start from a template, resolved incident, customer record, approved import, or optional customer-key AI draft.
Confirm this step for your release, permissions and environment.02
Review and publish
Set internal or customer audience, validate links and attachments, approve the version, and schedule its next review.
Confirm this step for your release, permissions and environment.03
Guide and improve
Run the article or branching procedure from live work, capture evidence, and propose changes through a new version.
Confirm this step for your release, permissions and environment.Documentation and runbooks
Owner, version, approval, audience, execution, and review historyKnowledge lifecycleOne approved source
02Review
RequiredAccuracy and audience checked
03Publish
HeldVersion and review date retained
04Use
BoundedAction returns to its owner
Keep approved guidance beside the customer and workflow it explains.
Maintain one approved, versioned source linked to permitted customers, devices, services, tickets, assets, and workflows.
Guide branching procedures with prerequisites, evidence, handoffs, stop conditions, and review history.
Inside the workflow
The work this connects.
- Knowledge base
- Create categorized articles and templates with full-text search across permitted portal, ticket, and workspace contexts.
- Branching runbooks
- Model ordered steps, decisions, prerequisites, checklists, handoffs, evidence, and safe stop conditions.
- Version and review control
- Track draft, review, approval, publication, supersession, owner, change history, and next-review date.
- Scoped publication
- Separate internal, customer, role, tenant, and short-lived shared access without duplicating the source document.
- Operational linking
- Attach knowledge to devices, alerts, tickets, assets, changes, backups, vulnerabilities, scripts, and automations.
- AI-assisted drafting
- Use an enabled customer-owned AI provider to draft or summarize permitted content while keeping human review mandatory.
Try one useful scenario
A branching runbook with a stop condition
Fictional runbook: verify the client, permissions and a current backup before restarting a service. If backup evidence is missing, stop and escalate. Otherwise execute the approved step and verify health. Branch record: prerequisites = client authority, current backup and maintenance window; branch A = missing backup, stop and contact the owner; branch B = approved restart, record command and exit status; failed health check = escalate and keep the ticket open. A runbook is complete only when its evidence and handoff are recorded.
Illustrative evaluation scenario, not a recorded product result.What a useful result must show
Capture prerequisites, branch taken, actor, approval, output, source links and closure evidence. Test a revoked customer link from an unauthorized session.
Get the evaluation worksheet →Check the support boundaries
- Import formats and attachment support
- Internal versus customer publication
- Search/indexing and export
- Link revocation and archived retrieval
Immediate article access does not establish archived-attachment retrieval timing or offline revocation. Confirm supported import formats and search boundaries.
Check public evidence and availability →Scope, availability and evaluation details
An article or runbook cannot bypass the owning module's permission, approval, secret, region, consent, or audit boundary.
AI-assisted content remains a draft until an authorized person reviews and publishes it.
The proposed $99 monthly model includes the target product scope for evaluation, unlimited technicians, unlimited customers, and the first 50 managed devices. Final terms require confirmation. See transparent pricing →
Review full environment and integration scope
Knowledge beside the operating record
Articles and runbooks link to service records, customers, devices, alerts, assets, changes, backups, vulnerabilities, scripts, and automation while retaining one approved source version.
Regional files and optional Assist
Attachments use selected-region Vultr archival objects; an enabled customer-owned AI provider can draft permitted content, but review and publication remain human-controlled.
Knowledge links to service operations, RMM, assets, backup, vulnerability, automation, scripts, storage, and reporting without duplicating the source record.
Questions, answered
Before you choose your next step.
Can articles be customer-facing?
Target design: Publication can target internal users, authorized customer audiences, or an expiring signed share without creating an uncontrolled copy.
Can runbooks execute scripts?
A runbook can invoke supported scripts and automation steps, but execution still passes the normal device, permission, policy, approval, and agent controls.
How are outdated articles handled?
Owners, review dates, versions, stale-content signals, and approval state make overdue guidance visible without silently changing a published version.
Can AI write documentation?
When the tenant enables a customer-owned AI provider, Assist can draft or summarize permitted material. A person still reviews and publishes the result.