Customer Onboarding Checklist

First 7 days post-signing — what we need before the 45-day clock starts

Version 1 · June 29, 2026 opsdelivery

Content

# Customer Onboarding Checklist

_Parent: How We Work Together · Lives in: 03 — Pricing & Engagement_

The first 7 days after a signed agreement. Everything we need to have in hand before Week 1 of delivery actually starts. If any of these aren't done by Day 7, the 45-day clock pauses.

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## Day 0 — Same day as contract signed

- [ ] Counter-signed MSA + SOW filed in /Confluxion/Customers/{company}/contracts/
- [ ] First invoice sent ($23,500 = 50% of $47K)
- [ ] Welcome email sent confirming next steps
- [ ] Kickoff meeting scheduled within 5 business days (60 min, video, both cofounders + their stakeholders)
- [ ] Customer record created in HubSpot, moved to "In Delivery" stage
- [ ] Slack/Teams channel created or shared external channel set up with customer

## Day 1–3 — Access & accounts

- [ ] Stakeholders identified in writing (name, role, email, phone):
  - Decision-maker / signer
  - Daily user (the person whose workflow this is)
  - IT / systems contact
  - Backup contact for when primary is on vacation
- [ ] Customer's IT/security policy reviewed (if they have one — many small construction firms don't)
- [ ] Access provisioned to all required systems. Customer creates a guest/service user for us OR shares credentials via 1Password:
  - [ ] Email (Microsoft 365 or Google Workspace) — service account or shared mailbox
  - [ ] SharePoint / Drive — read+write to the relevant folders
  - [ ] Procore — guest user, role limited to the relevant projects
  - [ ] Sage 300 CRE or Sage Intacct — read access (SQL or API)
  - [ ] Bluebeam — license info if we're producing PDFs
  - [ ] Any other CRM/ERP/PM system named in the SOW

> Never have customer email passwords via plaintext. Either: (a) they create a service user we own from day one, or (b) credentials transit via 1Password or similar.

## Day 3–5 — Data & workflow

- [ ] 90+ days of historical workflow data delivered to us — emails, PDFs, Excel files, screenshots, whatever the workflow generates. The more the better.
- [ ] Recorded walkthrough of the current workflow from the daily user (Loom, Zoom recording, or in-person screen capture). 15–30 minutes of "this is what I do today."
- [ ] Workflow map drafted by us, reviewed and approved by customer. One page, swim-lane diagram showing every step + which system holds the data + who touches it.
- [ ] Sample of the "good" output — if we're generating an invoice / report / record, give us 3–5 examples of what a "correct" one looks like today.

## Day 5–7 — Scope confirmation

- [ ] Acceptance criteria signed off in writing (email confirmation from decision-maker is enough). Pulled from the SOW — every checkbox must be specific and testable.
- [ ] Folder structure + naming convention agreed in writing. Show them the proposed layout. Get a yes.
- [ ] Threshold values, edge cases, exceptions documented. ("Alert fires at $X." "If field Y is blank, do Z." "Skip records where Z = 'archive'.")
- [ ] Definition of "go-live" confirmed. What does production actually mean — running on a schedule, or triggered by an event, or both?
- [ ] Communication cadence set. Default: weekly status email every Friday + Slack channel for async questions.

## Before Week 1 build actually starts

All of the above must be ✅. If any of these are blocked because the customer hasn't delivered, the 45-day clock pauses and we communicate that in writing. Don't let the clock burn while you're waiting on credentials.

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## Red flags to surface immediately

If any of these come up during onboarding, talk to Addison or Sam before continuing:

- Customer refuses to give us access to the systems named in the SOW
- Customer wants to "add a few things" to scope before we've started
- Decision-maker has gone silent and we're talking to a junior person who can't approve criteria
- The 90-day historical data turns out to be much messier than the discovery call suggested
- IT/security is requesting a security review or vendor questionnaire (this is fine but adds ~1 week)

## What customer sees from us in Week 1

To set expectations: customer should expect from us in the first 7 days:
- Confirmation that we received their data
- Workflow map for them to review
- A Friday status email
- Questions — lots of them, but batched (not drip-fed)

What they should NOT expect: working software. Week 1 is environment provisioning + backtest setup, not user-facing output.

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_Last updated: 2026-05-25_

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