Key Concepts

Before diving into specific features, it helps to understand how WAKU Care is organized. The platform is built around a few core concepts that work together.

Workspace

A Workspace is your organization’s home in WAKU Care. It contains all your data — devices, work orders, cases, spare parts, templates, and users.

Every user belongs to at least one workspace. When you initially register with WAKU Care, you can create a workspace or accept an invitation to an existing workspace. If you’re a service provider or manufacturer, you may also manage Customer Workspaces for your customers.

Learn more about customer workspaces

Deployment

A Deployment often represents a physical site or installation where devices, users, as well as maintenances and cases are located. Think of a deployment as a location — a warehouse, a factory hall, a hospital wing, or a customer site.

Deployments help you:

• Group devices by location
• Manage access rights to resources
• Configure site-specific settings (timezone, default assignees, notification preferences)

Every device belongs to exactly one deployment, but can later be moved between deployments.

Device

A Device is any piece of equipment you manage in WAKU Care — a robot, a machine, a sensor, or any other asset. Devices are the central entity: work orders, cases, and strategies all relate to devices.

Each device can have:

• A Device Model that defines its type and specifications (linked to a manufacturer)
• Tags for flexible categorization and filtering
• Machine data — missions, errors, and measurements from the device’s data integration
• Files such as manuals, photos, or technical documents

Case

A Case captures an incident, anomaly, or issue that needs attention. Cases are typically created when something unexpected happens — a device malfunction, damage, or an improvement suggestion.

They can, however, also be used as a ticket system to document and process tasks within the workspace.

Case Templates provide predefined problem descriptions and solution suggestions for recurring issues.

Work Order

A Work Order documents work performed on one or more devices.

Each work order contains Tasks — individual steps or checklist items that need to be completed. Tasks can be loaded from Work Templates (standardized procedures) or created manually.

Tasks can also record the spare parts installed or consumed during the maintenance. This documents material usage and updates the inventory accordingly.

Service Job

A Service Job groups multiple work orders and/or cases together for coordinated execution. This is useful, for example, when a technician visits a site and needs to handle several tasks in one trip.

For planning, calendar and timeline (Gantt) views are available, letting you conveniently assign dates and technicians and spot overlaps.

Strategy

A Strategy automates maintenance scheduling. Instead of manually creating work orders, you define rules and WAKU Care handles the scheduling.

Three strategy types are available:

• Scheduled — Fixed time intervals (e.g. every 30 days)
• Usage-Based — Triggered by device usage metrics (e.g. every 1,000 missions)
• Anomaly-Based — Triggered when device data indicates a problem

Spare Parts & Inventory

Spare Parts are inventory items used during maintenance and repairs.

The inventory system tracks:

• Current stock quantities
• Incoming goods
• Parts assembled into devices
• Usage history across work orders

Knowledge Hub

The Knowledge Hub is a centralized library containing:

• Work Templates — Standardized operating procedures (SOPs) with step-by-step checklists
• Case Templates — Predefined problem/solution pairs
• Device Model Files — Technical documentation, manuals, and specifications
• Files — Searchable documents uploaded by your team

Tags

Tags are labels you can attach to devices, work orders, and cases to categorize and filter them. Each tag type is independent:

• Device Tags — Categorize devices (e.g. by floor, production line, priority)
• Maintenance Tags — Categorize work orders (e.g. by urgency, department)
• Case Tags — Categorize cases (e.g. by root cause, affected area)

Master Data

Master Data (in the app: “Custom Inventory”) lets you manage device models and manufacturers as well as spare parts, their manufacturers, and categories.

How it all fits together

Workspace
├── Deployments (sites)
│   ├── Devices
│   ├── Service Jobs
│   ├── Work Orders
│   ├── Cases
│   ├── Strategies
│   └── Spare Parts
├── Knowledge Hub
├── Tags
└── Master Data

Next steps

• First Steps — Set up your workspace and add your first device
• Use-Cases by Team Type — How different organizations use WAKU Care