Onboarding & support
A rollout in weeks, with a name
A short structured project, and a contact who stays.
Week 0 — Scoping
Deployment choice, network and security review, and the list of what must be true before you would call this a success.
Week 1 — Stand-up
Cloud tenant or on-premises install, the owner's invitation, and a working environment with your branding and domain.
Week 2 — Catalogue design
A working session on your service lines, services and stage labels. This is the decision everything else rolls up to.
The rollout
What the first six weeks look like
Week 0 — Scoping
Deployment choice, network and security review, and the list of what must be true before you would call this a success.
Week 1 — Stand-up
Cloud tenant or on-premises install, the owner's invitation, and a working environment with your branding and domain.
Week 2 — Catalogue design
A working session on your service lines, services and stage labels. This is the decision everything else rolls up to.
Weeks 3–4 — Pilot
One service line, real client files, real weekly rhythm. We watch what breaks and fix the workflow, not just the software.
Week 5 — Training
Short sessions per role: partners on the pipeline, managers on the weekly loop, analysts on reading and spreading, admins on seats and the catalogue.
Week 6 — Handover
Runbook, backup verification, escalation path and a named contact. The pilot workspace keeps its data — nothing is thrown away.
Support
What you get afterwards
A named contact
Enterprise customers get a person, not a queue, plus a shared channel for the day-to-day questions.
Written response targets
Severity-based response commitments, published in the service level agreement rather than implied in a sales call.
Training that repeats
New joiners get the same role-based sessions. Onboarding is not a one-time event in a firm that hires.
Migration help
Clients, contacts and open engagements imported with you. We deliberately advise against bulk-importing dead history.
Upgrade guidance
On-premises teams get release notes with the migration detail and a recommended window.
A runbook
Backups, restore, log locations, health checks and escalation — written for your operations team, not for us.
How we work
Commitments during a rollout
- We will tell you when something is not built rather than promising it for the next release
- We will not run a pilot on toy data — it proves nothing
- We will name the risks in your rollout in writing, including the organisational ones
- Your pilot workspace becomes your production workspace; nothing is recreated
- If it is not working after the pilot, we will say so before the invoice
About onboarding
How much of our time does this take?
Roughly a day of a partner's time for the catalogue and scoping, a few hours per role for training, and the pilot team's normal working time — because the pilot is real work, not a sandbox.Is onboarding charged separately?
For Team and Business plans, standard onboarding is included. Enterprise rollouts with migration, on-premises installation or bespoke training are quoted as a one-off alongside the subscription.What languages is training delivered in?
Persian and English. Arabic-language sessions can be arranged for regional deployments.
Talk to us about your deployment
Bring your security questionnaire, your network constraints and your timetable. We would rather answer the hard questions before a pilot than after one.