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Client Health gives your MSP team one place to review every client relationship. It combines service, engagement, financial, sales, project, standards, environment and operational evidence into a health score from 0 to 100. It is for MSP staff. Client Health does not treat missing data as healthy or unhealthy. A score appears only when MSPortal has enough current evidence for it.

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Task guides

Find companies in Client Health

Filter the portfolio, review Spotlight and understand the table and export scopes.

Read a company’s health details

Interpret scores, dimensions, history and the current Standards list without confusing their meanings.

Understand scoring and evidence

Review all eight dimensions, evidence requirements and provider boundaries.

Manage manual Client Health risk flags

Add, edit or remove a risk override while preserving the calculated score.

Refresh Client Health scores

Publish a new scorecard, understand freshness and distinguish job submission from completion.

Traffic Light Review (pilot)

Assign statuses, record specialist guidance and log reviews in participating tenants.

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Before you start

  • Client Health is an MSP view. Company portal users cannot open it.
  • Your role needs read_customer_success. Setting or removing a manual risk flag needs write_customer_success. Viewing scoring settings needs read_settings_client_health; changing them needs manage_settings_client_health.
  • Connected PSA, RMM, survey, project, Standards, Planner, goal and compliance data can all add evidence. You do not need every source, but more coverage gives a fuller score.
  • A new tenant needs one completed score refresh before the dashboard appears.

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Open and refresh Client Health

1

Open Client Health

Open MSP Tools > Client Health in the sidebar.
2

Choose the company scope

Use the company selector at the top of the app to review Global View, an assigned group or one company. The summary, Spotlight, table and export all follow this scope.
3

Refresh when needed

Scores refresh on their own every day at 2:00 AM UTC. To request a new scorecard now, click Refresh Scores in the page header and wait for the Refreshed N companies message. The refresh covers your whole tenant, even when one company is selected. See Refresh Client Health scores.
While a refresh is running, MSPortal keeps the last complete scorecard visible. An incomplete or failed refresh never replaces the published results.

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Use the dashboard

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Portfolio summary

The cards at the top show these numbers for your company scope.
  • Needs Attention: companies rated At Risk or Critical.
  • Avg Data Coverage: the average share of health dimensions that have data.
  • Limited data: companies without enough evidence for a score, out of all companies in scope.
  • Avg Health Score: the average across companies that have a score, with the count of those companies.
  • Risk Levels: the count for Thriving, Healthy, At Risk and Critical, with a bar showing the mix.
Click Needs Attention, Limited data or a risk level to filter the table. Click it again to clear the filter. See Find companies in Client Health for filters, Spotlight and export.

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Spotlight and the company table

  • Spotlight has two lists of up to five companies. Needs Attention shows the lowest scores. Most Improved shows the biggest gains since the previous published scorecard of the same scoring model.
  • The table shows each company’s score, risk level and dimension scores. Click Columns to add Trend and Flag Reason. A risk level marked Manual was set by a person.
  • Click a row to open the company. Click Export CSV to download up to 10,000 matching rows.
A dimension column is missing when no company in scope has a score for it or the dimension is off in scoring settings. A company with no score for a dimension shows N/A.

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Understand scores and data states

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Dimension weights

The default model uses these base weights. Only enabled dimensions that apply to the company count. When some evidence is missing, MSPortal scores what it can see and lowers that dimension’s influence in line with its coverage. Missing evidence never earns a neutral or positive result.

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When a company gets a score

The default model shows a numeric score only when both of these are true.
  • At least 3 dimensions have a score.
  • Overall evidence coverage is at least 40%.
Otherwise the company shows Limited data and has no calculated risk level.
Limited data is not a low score. MSPortal cannot support a number with the evidence it has. Check the company’s dimension coverage and connected data sources before you draw a conclusion.

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Risk levels

A manual risk flag replaces the displayed risk level. It never changes the score.

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What N/A means

Each metric is observed, has no samples, has too small a sample, has an unavailable source, does not apply, or is excluded in scoring settings. The page shows N/A or leaves out what cannot be shown. A real zero counts only when MSPortal can see the set it came from. Zero overdue items out of a real list of due items is a zero. Having no due items is no sample.

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Review a company

1

Open the company

Click a company row in the table, or a company in Spotlight.
2

Read the summary cards

Health Score, Risk Level and, when a required Standards catalog applies, Standards Compliance.
3

Read Dimension Breakdown

Each dimension shows its score, applied weight, evidence coverage and the metrics MSPortal observed.
4

Read Top Negative Drivers

This lists the dimensions that cost the most points. The points are score impact, not money.
5

Check Health Score Trend

Click Show Dimensions to add a line per dimension. The line breaks where the scoring model changed.
See Read a company’s health details for each part of the page.

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Set a manual risk flag

Use a flag when something about the relationship is not in the data, such as an executive escalation or a renewal concern. You need write_customer_success.
1

Open the company

From Client Health, click the company row.
2

Open the flag dialog

In the risk panel, click Flag Risk. If a flag exists, click Edit Flag.
3

Select a risk level

Choose Critical, At Risk, Healthy or Thriving. The dialog shows the calculated level for comparison.
4

Record the reason

Enter a short reason, then click Save Flag. A toast reads Risk flag saved.
To go back to the calculated risk level, click Edit Flag, then Remove Flag. See Manage manual risk flags.

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What each dimension measures

Understand Client Health scoring and evidence has the full rules.

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Choose which metrics count

1

Open Scoring settings

Go to Settings > MSP Tools > Scoring.
2

Switch metrics on or off

Each dimension lists its metrics with a switch. An excluded metric carries no weight, and its share moves to the other metrics in that dimension after the next published refresh.
3

Refresh the scores

Click Refresh Scores on the Client Health page to publish the change now.
A dimension with every metric excluded leaves the overall score. See Health Score Configuration.

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Troubleshooting

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Frequently asked questions

No. It is an MSP view.
No. It refreshes your whole tenant.
No. It changes the displayed risk level only.
Neither. It is a question about data. Check the source integration and company mapping.
No. Compare only within one scoring model segment.

Health Score Configuration

Choose which metrics count toward Client Health.

Standards

Configure and track the required standards used by the Standards dimension.

Financial Reporting

Review the profitability evidence used by the Financial dimension.

Ticket Trends

Investigate the ticket patterns behind Service Quality evidence.