The platform Live

Support access is granted, time-boxed and logged

Our own people cannot open a customer's hotel. The account lets them in for a window, the session is logged, and the account can see afterwards who was inside and when.

Every SaaS product has a support login that can see everything, and every customer has to take it on trust. Here the trust is a mechanism.

The grant

An account administrator grants access — to a named platform user, for a number of hours, with a reason. Until then the platform user sees the account's name and its subscription, and nothing inside it.

The session

Entering an account is a session with a start, an end and a log entry. Everything the platform user does inside is written against their own name, not the account's. Leaving is explicit; the window closing is automatic.

Afterwards

The account sees the sessions: who, when, for how long, why. A tenant cannot become a platform user by any route; the two are different kinds of login, and the suite proves it.

More on The platform

One database, not five that talk to each otherEvery integration between two systems is a place where a guest becomes two guests and a bill becomes two bills. The way not to have that problem is not to have two systems. The hotel ID, and who may see whatSign-in is a hotel ID, an email and a password; row-level security in the database decides what that login may see; a platform user sees nothing until a hotel has let them in. Roles and capabilitiesFront desk, housekeeping, back office, manager, administrator — and under each role a catalogue of capabilities that reach down to the button, gated by the module the account has bought. A group of hotelsOne hotel or twenty, on one account: each with its own business date, rates and rooms; the group with one guest list, one central desk, one heatmap and one set of consolidated numbers. The manual ships with every screenA hundred and twenty-four pages, written for the person at the desk, filtered by module and role, opened with one key on any screen — and published free at pms.theorionhotels.com/help. When the system refusesEvery refusal is a sentence written for the person at the desk, in the manual, findable by pasting it in — and the rule for what gets refused is one line. The log is the priceEvery change to every record carries who, when, from which login, which address and which machine — and the log is read on one page, by support and by the hotel. Opening a hotelThe wizard takes the code, the GSTIN, the room types with real room numbers and a rate each; readiness says what is still missing; the board tracks it to open — and the hotel opens itself. Modules and the subscriptionEach module is licensed on its own, switched per account by the platform, and the switch has teeth — a suspended account cannot sign in. EmailConfirmations, invoices, payment links, the morning sheet, scheduled reports — sent in the hotel's name, replies routed to a person, every send on the log. SecurityRow-level security in the database, credentials in an encrypted vault, host-only sessions per door, SSH guarded by fail2ban, backups before every migration, and a test suite that signs in as the application role.