# Osolix · Customer Go-Live Runbook — v1

**Status:** Wave-B Foundation evidence · 2026-Q2
**Owner:** Customer Success Lead + Implementation Engineering
**Audit dimensions:** #21 Documentation · #25 Test/DR · #4 Fully developed

This runbook is the canonical 30-day go-live sequence Osolix runs with
every customer that exits trial and goes into production. Pair with
`docs/77-customer-success-runbook.md` (post-go-live cadence).

## 1 · T-30 days · Discovery
* CSM + Implementation Engineer kick-off call.
* Capture: asset count, entity hierarchy, existing ERP, IT-security review questionnaire.
* Provision: customer's Osolix tenant in the customer's chosen region.
* Send the data-migration template pack (`docs/...mass-additions...xlsm` + import instructions).

## 2 · T-21 days · Master-data setup
* Customer pre-fills the master-data templates (categories, custodians, suppliers, UoMs, locations, depreciation policies).
* Implementation engineer reviews + uploads via the Imports wizard with dry-run validation.
* Approval matrix configured per the customer's DoA chain.
* User invites sent (TenantAdmin + 5 named users at minimum).

## 3 · T-14 days · Asset migration
* Customer's source-of-truth asset register is mapped to Osolix's canonical fields (`docs/03-far-field-dictionary.md`).
* Bulk-import wizard run in dry-run mode; every red row resolved.
* Final commit run; reconciliation report run vs source.
* Reconciliation tolerance: 100% asset count match; 99.95% NBV match (any drift documented).

## 4 · T-7 days · Workflow + integrations
* Approval matrix tested with sandbox transfer + retirement requests.
* ERP integration configured: outbound outbox + inbound webhooks tested per `docs/08-integrations.md`.
* IoT BMS connector (if in scope): one full polling cycle on a sample asset.
* AI agents: per-tenant `AiMode` set; system prompts customised if required.

## 5 · T-3 days · UAT
* Customer-side UAT day 1: 5 field staff walk through critical paths.
* Customer-side UAT day 2: finance team runs depreciation + reports.
* Customer-side UAT day 3: auditor reviews the audit-trail evidence pack.
* Issues triaged P1 → P3; P1 closed before go-live.

## 6 · T-0 day · Go-live
* Subscription tier upgrade via Stripe Customer Portal.
* `Trial` → `Active` transition; module entitlements activated.
* CSM-led 60-min kick-off webinar with the customer's user base.
* OnboardingChecklist appears on Dashboard for every user; CSM monitors completion in real time.
* P1 incidents: 24×7 on-call with 4-hour SLA for the first 30 days.

## 7 · T+7 days · First-week review
* Activation cohort report: how many users completed each OnboardingChecklist step?
* AI agent accept-rate + latency-p95 review.
* Field-feedback Slack channel: surface any usability friction.
* Patch any reported bugs in the next release window.

## 8 · T+30 days · First-month review
* QBR with the customer's executive sponsor.
* Run the audit scorecard for the customer's tenant — they should be at ≥ 80% within 30 days of go-live.
* Identify 1 additional solution module to upsell.
* NPS survey — target ≥ 50.

## 9 · Risk register at go-live

| Risk | Mitigation |
|---|---|
| Data migration drift | Reconciliation report at every step + tolerance documented |
| User adoption stall | OnboardingChecklist + coach-marks + CSM proactive outreach |
| Integration timing | ERP integration tested at T-7; outbox dispatcher running for 7 days before go-live |
| Performance degradation | k6 baseline run on the customer's tenant size + staging env |
| Auditor objection | Audit-charter scorecard + pre-engagement walk-through |

## 10 · Open items
* Build the per-tenant go-live dashboard surfacing T-30 → T+30 milestones.
* Auto-generate the data-migration reconciliation PDF.
* Wire the Hypercare on-call rotation into PagerDuty.