Introduction

OpsRamp is a hybrid IT operations management (ITOM) platform that empowers organizations to monitor, manage, and automate infrastructure across cloud, on-premises, and hybrid environments - all from a single, unified interface.

As a core part of this platform, Tenancy Management provides the foundation for scalable, secure, and efficient operations. It enables Service Providers (SPs), Managed Service Providers (MSPs), partners, and enterprises to manage multiple entities with clear boundaries and delegated control.

Tenancy Hierarchy

OpsRamp’s multi-level tenancy model is designed for flexibility and operational scale. The key roles include:

  • Service Provider (SP): Top-level tenant with global visibility and administrative privileges over all sub-tenants.
  • Partner (optional): Mid-tier tenant used by MSPs or resellers. These partners use OpsRamp to provide differentiated, branded IT operations services to their customers.
  • Client: End customer, enterprise, or business units with isolated environments.



Neighbors

The above flowchart illustrates the Tenancy hierarchy in OpsRamp:

  • At the top is the Service Provider (SP), responsible for defining global policies, managing users, and provisioning partners.
  • Below the SP are partners (Partner 1 and Partner 2) each with their own users and policies.
  • Each Partner manages multiple clients (e.g., Client A, B under Partner 1, and Client C, D under Partner 2).
  • Clients manage their own devices, and may inherit policies from their respective Partner. Clients can create and manage their own policies to suit their specific operational needs.

Note:

  • Inheritance Flow: Policies can be inherited downward
    (e.g., from SP → Partner → Client), but not upward.
  • Isolation: Each tenant’s data, configuration, and users are isolated.

Key Capabilities

OpsRamp’s tenancy model is built to support different types of users - like partners, resellers, and clients - by giving each one their own space and control. Here is what it offers:

  • Separate Workspaces for Each Tenant: Every partner or client has their own secure area. Their data and configurations stay separate from others.

  • Individual Administrative Control: Each tenant can have their own administrators who manage their environment without affecting others.

  • Central View for Providers: Service Providers (SPs) can see everything across all their tenants - partners, clients, performance, alerts - through one dashboard. Similarly, partners can see all the tenants - clients.

  • Role-Based Access Control (RBAC): RBAC allows each tenant to define precise user permissions, ensuring users can access only the resources and actions they are authorized to use.

  • Custom Branding Support: Branding customization enables personalized logos, themes, and login experiences at each tenant level.

    • Service Provider (SP):
      • Can configure branding for themselves.
      • Can apply branding to partners and client tenants under them.
      • Has full control over how the platform looks across the entire hierarchy.

    • Partner:
      • Can configure branding for themselves.
      • Can apply branding to their client tenants.
      • Cannot modify branding at the SP level or for other partners.

    • Client:
      • Can configure their own branding if the feature is enabled for them.
      • This includes custom logos, colors, and login screen settings.
      • Cannot modify branding of parent tenants (SP or partner).

  • White-Labeling Support: Partners and resellers can brand their OpsRamp instances for their clients - OpsRamp offers white-labeling support, allowing its partners and resellers to rebrand the platform under their own branding for their clients, enhancing their service offerings and client relationships

  • Flexible Onboarding: New clients or partners can be onboarded quickly using the UI or APIs, with templated configurations for speed and consistency.

Tenant Onboarding and Management

Administrators can create and manage tenants using the OpsRamp UI or APIs.

Operations include:

  • Creating partner and client tenants.
  • Assigning parent-child relationships (e.g., SP → Partner → Client)
  • Delegating tenant-specific administrative access
  • Managing tenant-specific integrations and services
  • Configuring resource discovery and monitoring per tenant
  • Assigning roles and permissions
  • Setting tenant-level branding, themes, and notification settings

Why Tenancy Management Matters

  • Scalability: Enables OpsRamp to serve large, distributed organizations or multiple clients from a single platform.
  • Operational Efficiency: Centralized monitoring and policy enforcement without compromising on tenant autonomy.
  • Security & Compliance: Maintains data separation and control, critical in regulated industries.
  • Service Differentiation: MSPs and resellers can brand and manage services for multiple customers in a unified way.

Use Cases for Tenancy Management

OpsRamp’s tenancy model provides granular, scalable management capabilities across different levels of a distributed enterprise, MSP, or service provider ecosystem. Below are the most common use cases:

  1. Multi-Tenant MSP Environments
  • Scenario: A managed service provider (MSP) manages IT operations for multiple clients.
  • How Tenancy Helps: Each client (tenant) has a logically separated environment with its own monitoring policies, alert rules, user roles, and integrations.
  • Benefit: Centralized visibility for MSP admins while maintaining client-specific isolation and branding.
  1. Client-Specific Access Control
  • Scenario: Clients require administrative access to their environment without impacting other tenants.
  • How Tenancy Helps: RBAC ensures that client users only see and act on resources within their tenant scope.
  • Benefit: Security and data integrity are maintained through role-based access and visibility governed by user permissions, ensuring that users can only access the data and actions relevant to their role.
  1. Branding and Customization per Tenant
  • Scenario: A Partner wants to white-label OpsRamp for their clients.
  • How Tenancy Helps: Partners can customize logos, themes within their sub-tenant environments.
  • Benefit: Consistent and branded customer experience.
  1. Delegated Administration
  • Scenario: SPs or partners want to delegate management to specific teams per tenant.
  • How Tenancy Helps: Admin roles and permissions can be assigned per tenant.
  • Benefit: Reduced overhead with distributed operational responsibilities.
  1. Compliance and Data Segregation
  • Scenario: Enterprises or MSPs operating in regulated industries must isolate data per client or business unit.
  • How Tenancy Helps: Each tenant operates in an isolated data boundary.
  • Benefit: Simplifies compliance with regulations like GDPR, HIPAA, etc.
  1. Scalable IT Operations Across Geographies
  • Scenario: Global operations require region-based segregation for infrastructure monitoring.
  • How Tenancy Helps: Create tenants based on geography (e.g., APAC, EMEA).
  • Benefit: Region-specific teams manage operations with regional compliance and timezone alignment.