Implementation Guide
A defined path from contract to operation.
A named Customer Success Executive owns the deployment. Every phase has an owner, an exit criterion, and a checkpoint with the Executive Sponsor.
Deployment
Multi-tenant, cloud-hosted, ready in weeks.
Model
Multi-tenant SaaS on managed cloud hosting with ISO 27001–certified providers. No customer-managed servers.
Isolation
Data isolation enforced at the database row level; every query scoped by organization identity. Immutable audit log.
Region
Data residency confirmed in the DPA prior to business intake. Backup and recovery objectives documented per tier.
Configuration
What is set up before business intake.
Organization identity
Portal name, timezone, contact directory, executive sponsor, and program manager.
Cohort taxonomy
Industries, regions, size bands, maturity levels, and program cohorts configured to your operational structure.
Roles
Business Owner, Advisor, Program Manager, Org Admin, and Platform Admin roles mapped to your staff directory.
Assessment cadence
Baseline, reassessment interval, and executive review calendar.
Recommended Next Step catalog
Standard RI-101 → RI-115 root-cause business categories; organization-specific programs mapped to the catalog.
Notification policy
Email templates, reassessment reminders, and advisor task alerts.
Branding
White-label to your organization's identity.
Training
Role-based enablement.
Org Admin
Book of Businesses management, cohort configuration, user provisioning, reporting, and audit review. Two half-day sessions.
Advisor
Business Performance Review facilitation, evidence capture, publication workflow, list of interventions. One full-day session and shadowing.
Business Owner
Guided onboarding to the Business Performance Review, save-and-resume, and reading the published report. Self-paced with 30-minute live session.
Executive Sponsor
Executive Dashboard walk-through, benchmarking interpretation, and quarterly executive review. 90-minute session per quarter.
Support
Three tiers with defined response times.
Standard
Business-hours support (PH time). 1 business day first response. Included in every deployment.
Priority
Extended-hours support. 4-hour first response for Severity 1 and 2 issues. Available on Enterprise.
Enterprise
24×7 for Severity 1. Named Customer Success Executive. Quarterly executive review.
Timeline
Illustrative twelve-week enterprise deployment.
Weeks 1 – 2
Contract, DPA, configuration
Executive sponsor confirmed; DPA and MSA executed; portal configured and branded.
Weeks 3 – 4
Book of Businesses ingest & user provisioning
Book of Businesses ingested via CSV / XLSX / API; advisor and business-owner accounts provisioned; role-based training delivered.
Weeks 5 – 9
Business Performance Reviews
First cohort completes reviews; advisor-reviewed Executive Business Reports published; dashboard populated.
Weeks 10 – 11
Recommended Next Step & measurement
Ranked list of interventions in production; first interventions initiated; measurement cadence live.
Week 12
Executive review & go-live
Quarterly Executive Review with sponsor. Formal go-live sign-off. Success plan for the next quarter.
Customer Success
Cadence, not incidents.
Weekly
Program manager checkpoint with the Customer Success Executive during onboarding and the first quarter.
Monthly
Adoption and outcome review: publications, dashboard usage, recommended next step progress, questions about our approach.
Quarterly
Executive Review with the sponsor: measured overall business health delta, benchmarking, roadmap alignment.
Governance
Named owners, defined change controls.
Steering
Joint steering committee co-chaired by the Executive Sponsor and Customer Success Executive.
Change control
Change requests documented, categorized, and reviewed at the monthly checkpoint. Priority changes escalated to steering.
Access reviews
Quarterly access review across roles; departures processed within one business day.
Approach governance
Platform versions recorded on every published report; changes announced in release notes.
Data governance
Retention, deletion, subject-request handling documented and available in the DPA. See Data Governance for the full business review.
Escalation
Named security contact, named data protection contact, and named executive escalation path documented at kick-off.
Next step