Customer onboarding guide

From a signed contract to a customer whose people ask for access through ACME. Clara owns onboarding; the Go-live runbook has the week-by-week checklist.

1. Kickoff

• Within a week of signature. Customer: their sponsor, IT lead, HR systems if people come from HR. ACME: CSM, implementation manager, sales engineer.
• Agree: depots or sites, how people will sign in, where people come from, who approves, the go-live date.
• Start a go-live plan in Emargen (Go-live plan template) and put the date on the Go-lives board.

2. Organisation and region

The customer's region is chosen once, at onboarding, and their data and backups stay in it. Since 27 October the onboarding wizard asks for the region with nothing chosen, and won't finish until someone picks one (ACM-296). Before that the EU was offered already chosen; check the contract every time.

Region	Where	For
EU	Frankfurt	Customers in the EU and EEA (the usual one)
UK	London	UK customers who want UK hosting
US	Virginia	Customers whose contract requires the US

Moving a region later needs a migration. Get it right the first time. See Data regions.

3. Administrators

Invite two or three of the customer's administrators. MFA is required for every administrator since 11 June. If they will sign in through their own Entra ID or Okta, their MFA covers it.

4. Depots

• Up to about 15 depots: create them by hand in the portal.
• More, or a customer with codes from another system: use the Depot import file. Ask for UTF-8.
• A food customer's sites count as depots.

5. People

• A handful: administrators add them in the portal.
• Everyone else: Preparing a people import file. Always run the dry run first.
• There is no SCIM. Don't let a customer believe accounts will arrive from Entra ID or Okta by themselves.

6. Roles and approvers

• Since 1 October the approver role can be held for one depot. Give each depot's manager the approver role for that depot. Requests go to the approver at the person's home depot.
• A depot with no approver: its requests wait unassigned, and administrators approve them under All requests.
• There are no deputies. Agree with the customer who checks All requests while a manager is away; requests nobody decides close after 14 days.

7. Sign-in

Who	How	Page
Office staff, managers	Password, or the customer's single sign-on	Single sign-on
Depot workers without a company email	Phone codes	Setting up phone-code sign-in

Single sign-on is switched on one depot at a time; follow the Single sign-on checklist.

8. Notices

Email and in-app notices are on by default. EU customers' email goes through our EU mail account since 16 October. Check the customer's mail filters let our sender through before go-live.

9. Training and go-live

• Administrators: one hour, two weeks before go-live.
• Depot managers: 45 minutes, the week before.
• Go/no-go two working days before, with the customer's sponsor.

10. Hypercare and handover

Two weeks of daily calls after go-live, then the CSM takes over. Write the account page in Customers before handover.

Change history

Version	Date	Who	What
15	27 May	Ana	Phone codes
16	11 Jun	Ana	MFA for administrators
18	17 Jul	Clara	People import
19	19 Aug	Clara	Metadata upload: the customer's IT does it
20	28 Sep	Clara	Depot import
21	1 Oct	Ana	Approver role per depot
22	16 Oct	Ana	EU mail account
23	27 Oct	Clara	Region step with nothing chosen