# Standard Operating Procedure: Post-Deployment Customer Onboarding

**Version:** 1.0
**Last Updated:** 2025-10-29
**Owner:** Account Manager
**Applies To:** Advanced and Premier tier customers

## Overview

This SOP defines the process for onboarding new customers after their JupyterHub has been deployed. The goal is to ensure customers can access their hub, understand how to get support, and can monitor usage and costs.

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## Prerequisites

- ✅ Hub has been deployed by P&S team
- ✅ Hub deployment meets specifications from customer order
- ✅ "Hub Available" notification email has been sent to customer
- ✅ Customer has received cal.com link to schedule onboarding meeting

---

## Roles & Responsibilities

| Role | Responsibility |
|------|----------------|
| **Account Manager (AM)** | Leads onboarding meeting, confirms hub access, explains support channels, verifies dashboard access |
| **Engineer (E)** | Attends all onboarding meetings through end of 2025; provides technical troubleshooting if needed |
| **Customer Hub Administrator(s)** | Attends meeting, confirms hub access, learns administrative functions |

---

## Process Flow

### Phase 1: Pre-Meeting Setup

#### 1.1 Engineering Sends "Hub Available" Notification

**⚠️ NEEDS REFINEMENT WITH P&S TEAM:**
- Email template content and sender address TBD
- Should include:
- Brief congratulations message
- Cal.com link to schedule onboarding (60-minute meeting)
- Expectations: customer will screenshare and interact with hub during meeting
- What to prepare: Hub administrator(s) should attend; have email access ready for authentication
- Timeline: Schedule within 48 hours (must occur within 1 week)

#### 1.2 AM Receives Booking Notification

When customer books via cal.com:
- [ ] Verify meeting is scheduled within 1 week of hub deployment
- [ ] Confirm Engineer is included on calendar invite (required through end of 2025)
- [ ] Review customer's Deal record in HubSpot to refresh context

**Cal.com Configuration Notes:**
- Event type: "JupyterHub Onboarding" (60 minutes)
- Currently assigned to: Account Manager (single user)
- **FUTURE:** Enable team-level assignment when additional AMs join
- Calendar note field should include pre-populated agenda (see section 2.1)

#### 1.3 Pre-Meeting Checklist (24 hours before)

- [ ] Confirm Engineer attendance (ping in Slack if needed)
- [ ] Have customer's hub URL ready
- [ ] Have customer's Deal record open in HubSpot
- [ ] Enable Google Gemini for meeting transcription
- [ ] Review any custom configurations from original order

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### Phase 2: Onboarding Meeting (60 minutes)

#### 2.1 Meeting Agenda

**⚠️ This agenda should be pre-populated in cal.com calendar invite note field**

JupyterHub Onboarding Meeting Agenda

1. Confirm Hub Functionality (25 min)
   - Customer logs into hub via screenshare
   - Verify access to required tools and resources
   - Review hub administrator dashboard and permissions
   - Walkthrough of administrative tasks

2. Support & Documentation Guidance (20 min)
   - How to reach 2i2c support: [e-mail]
   - Key documentation resources
   - Expected response times

3. Monitoring & Billing Overview (15 min)
   - Cloud cost monitoring dashboard access
   - Usage/engagement dashboard access
   - Billing cycle explanation (Monthly Active Users + cloud costs)
   - When to expect first invoice

#### 2.2 Agenda Item 1: Confirm Hub Functionality (~25 minutes)

**Customer screenshares throughout this section**

**Hub Access Verification Checklist:**
- [ ] Customer successfully logs into hub
- [ ] Authentication method works as expected
- [ ] User lands in correct default environment
- [ ] Required compute resources are available
- [ ] Data access working (if applicable)

**Administrator Dashboard Review:**

**⚠️ NEEDS REFINEMENT WITH ENGINEERING TEAM:**

*The following URLs/links need to be standardized and documented. This checklist should evolve into a definitive reference list organized around the hub's base URL:*

1. **Hub URL**: `https://[customer-hub].2i2c.cloud`
2. **Administrator Dashboard**: [URL pattern TBD]
3. **2i2c Documentation Hub**: https://docs.2i2c.org/
4. **Customer's Documentation Scaffold Site**: [URL pattern TBD - adjacent to hub]
5. **Grafana Dashboard(s)**: [URL(s) TBD]
- Usage metrics
- Performance monitoring
- Cost tracking

**Administrative Functions to Demonstrate:**
- [ ] How to add/remove hub users
- [ ] How to manage user permissions
- [ ] How to access hub logs (if applicable)
- [ ] How to configure community access settings
- [ ] [Additional admin tasks TBD with Engineering]

**Common Issues & Escalation:**
- If hub access fails → See "Escalation Path" in Section 2.5
- If functionality is missing → Document in transcript, file support ticket post-meeting
- If customization needed → Note for follow-up, not to be solved in this meeting

#### 2.3 Agenda Item 2: Support & Documentation (~20 minutes)

**Support Channels:**

Primary support email: **[e-mail]**

Explain to customer:
- "If you encounter any issues, have questions, or need assistance, please email [e-mail]"
- "Include your hub URL and a description of the issue"
- [Response time SLA TBD with P&S team]

**Documentation Resources:**

Share these links with customer:
1. **Main Documentation**: https://docs.2i2c.org/
- **⚠️ NEEDS REFINEMENT:** Confirm tier-specific documentation paths
- Advanced tier users: [specific guide URL TBD]
- Premier tier users: [specific guide URL TBD]

2. **Getting Started Guide**: [URL TBD]
3. **Hub Administrator Guide**: [URL TBD]
4. **Troubleshooting Guide**: [URL TBD]

**⚠️ FUTURE CONSIDERATION:** Should community forums or Slack channels be mentioned?

#### 2.4 Agenda Item 3: Monitoring & Billing (~15 minutes)

**Dashboard Access Verification:**

**⚠️ NEEDS REFINEMENT WITH P&S AND ENGINEERING:**
- How do customers access dashboards? (automatic vs. provisioned access)
- If provisioning needed, whose responsibility and when?
- Exact dashboard URLs and access methods TBD

**Dashboards to Review:**

1. **Cloud Cost Monitoring Dashboard**
- [ ] Verify customer can access
- [ ] Walk through how to read cost breakdown
- [ ] Explain that these costs are passed through with no markup

2. **Usage/Engagement Dashboard (MAU Tracking)**
- [ ] Verify customer can access
- [ ] Explain Monthly Active Users (MAU) metric
- [ ] Show how to see current MAU count

**Billing Expectations:**

Explain to customer:
- "You'll receive monthly invoices based on two components:"
1. **Usage fee**: Calculated from Monthly Active Users (MAU)
- First 10 MAU: $10/month
- 11-100 MAU: $5/month each
- 101-1000 MAU: $2.50/month each
- 1001-10000 MAU: $1.25/month each
- 10001+ MAU: $0/month each
2. **Cloud costs**: Passed through directly from provider (no markup)

- "These dashboards give you visibility into the underlying data"
- "First invoice will arrive [billing cycle TBD - within 30 days?]"
- [Invoice format/payment terms TBD with Finance]

#### 2.5 Escalation Path: Hub Access Failure During Meeting

If the hub is not accessible during the onboarding meeting:

**Immediate Actions:**
1. [ ] AM posts in Slack [channel TBD - #support? #engineering?]:
- "Hub access issue during onboarding for [Customer Name]"
- "Hub URL: [url]"
- "Issue: [brief description]"
- "Available engineer for immediate assist?"

2. **If engineer available immediately:**
- Continue meeting with engineer troubleshooting
- Document issue and resolution in transcript

3. **If no engineer available:**
- AM gracefully concludes meeting:
- "I'm going to share the transcript of our call with our support team"
- "We've identified that [describe issue]"
- "Our engineering team will investigate immediately"
- "I'll follow up with you within [24 hours?] as we resolve this"
- "Once resolved, we'll reschedule the onboarding to complete the walkthrough"
- [ ] Send transcript to [e-mail] immediately after meeting
- [ ] Create follow-up task in HubSpot
- [ ] Monitor resolution and proactively reach out to reschedule

---

### Phase 3: Post-Meeting Documentation

#### 3.1 Immediate Post-Meeting Tasks (within 30 minutes)

- [ ] Save Google Gemini transcript with filename: `YYYY-MM-DD-DEAL-NAME-Onboarding-Transcript`
- [ ] Upload transcript to HubSpot Deal record as attachment
- [ ] Move transcript to Google Drive: `Business Development > Accounts > [Customer Name] > [Deal Name YYYY]`

**HubSpot Deal Updates:**
- [ ] Update Deal Stage: [current stage TBD] → [post-onboarding stage TBD]
- [ ] Add Deal Note summarizing meeting outcome
- [ ] **⚠️ NEEDS REFINEMENT:** Should we add custom Deal properties?
- Onboarding Date
- Onboarding Attendees
- First Value Date (when achieved)
- Hub Access Confirmed (Y/N)

#### 3.2 Follow-up Email to Customer

**⚠️ OPPORTUNITY FOR AUTOMATION:** This could be automated via HubSpot workflows triggered by Deal stage change

**Suggested Email Template:**

Subject: Your 2i2c JupyterHub Onboarding Summary

Hi [Customer Name],

Thank you for joining us for the onboarding session today! Here's a quick summary of what we covered:

✅ Hub Access Confirmed
Your hub is live at: [hub URL]

🔗 Important Links
- Administrator Dashboard: [URL]
- 2i2c Documentation: https://docs.2i2c.org/
- Your Hub Documentation: [URL]
- Cost Monitoring Dashboard: [URL]
- Usage Dashboard: [URL]

💬 Support
If you have any questions or need assistance, email us at: [e-mail]

📊 Billing
You'll receive your first invoice [timeframe]. The invoice will include:
- Usage fees based on Monthly Active Users (MAU)
- Cloud costs (passed through with no markup)

You can monitor both metrics in the dashboards we reviewed.

🎯 Next Steps
Start inviting your community members to the hub! We consider your hub successful when 5 users have logged in ("moment of first value"). We're here to support you every step of the way.

Best regards,
[AM Name]
Account Manager, 2i2c

#### 3.3 Ongoing Monitoring

**⚠️ NEEDS REFINEMENT WITH P&S TEAM:**

- [ ] **2-week check-in**: Has "moment of first value" been achieved? (5 users logged in)
- If YES: Note success in HubSpot, continue standard account management
- If NO: Reach out to customer to understand blockers

- [ ] Monitor usage dashboard for engagement signals
- [ ] [Additional success metrics TBD as measurement systems are implemented]

---

## Success Criteria

### Meeting is considered successful when:
1. ✅ Customer can successfully log into hub
2. ✅ Customer understands how to reach support ([e-mail])
3. ✅ Customer can access cost monitoring and usage dashboards
4. ✅ Customer's questions are answered (or follow-up plan created)
5. ✅ Transcript documented in HubSpot and Google Drive

### Post-Meeting Success Metrics:
- **Primary:** "Moment of First Value" achieved (5 community users logged in)
- **Secondary:** [Additional engagement/usage metrics TBD]

---

## Edge Cases & Special Situations

### Customer Not Ready for Onboarding
**Situation:** Customer hasn't identified hub administrators or isn't prepared

**Action:**
- Gracefully reschedule: "Let's reconnect when you have your hub administrators identified"
- Email summary of preparation needed
- Offer to reschedule via cal.com link

### Customization Requests During Meeting
**Situation:** Customer requests features/configurations not in original order

**Action:**
- Do NOT attempt to solve during onboarding
- Document request in transcript
- "Let me note this request and follow up with our Product & Services team"
- Create follow-up task in HubSpot
- Route to appropriate team post-meeting

### Technical Issues Beyond Hub Access
**Situation:** Hub loads but specific functionality is broken

**Action:**
- Complete onboarding for working components
- Document broken functionality in transcript
- File support ticket immediately after meeting
- Set expectation with customer: "Our team will investigate [issue] and follow up within [timeframe]"

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## Notes & Future Improvements

### Engineering Integration Points Needing Refinement:
- [ ] Hub URL patterns and link organization
- [ ] Standard checklist of administrator URLs
- [ ] Grafana dashboard access and URLs
- [ ] Documentation scaffold site patterns
- [ ] Dashboard provisioning process

### P&S Team Collaboration Needed:
- [ ] "Hub Available" email template finalization
- [ ] Support SLA definition
- [ ] Billing cycle and invoice timing confirmation
- [ ] Success metrics and monitoring systems
- [ ] Follow-up communication cadence

### Automation Opportunities:
- [ ] HubSpot workflow for post-onboarding follow-up email
- [ ] Automated 2-week check-in if "first value" not achieved
- [ ] Dashboard access provisioning (if not automatic)
- [ ] Deal stage progression triggers

### Engineer Participation Evolution:
- **Through end of 2025:** Engineer attends all onboarding meetings
- **2026 and beyond:** AM determines engineer necessity based on:
- Customer tier (Premier more likely to need engineer)
- Known custom configurations
- Customer technical sophistication
- Recent hub deployment issues

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## Quick Reference

| Item | Details |
|------|---------|
| **Meeting Length** | 60 minutes |
| **Meeting Type** | Cal.com: "JupyterHub Onboarding" |
| **Attendees** | AM (lead), Engineer (required through 2025), Customer hub admins |
| **Timing** | Within 48 hours of deployment (max 1 week) |
| **Support Email** | [e-mail] |
| **Main Documentation** | https://docs.2i2c.org/ |
| **Transcript Naming** | YYYY-MM-DD-DEAL-NAME-Onboarding-Transcript |
| **Success Metric** | 5 users logged in ("moment of first value") |

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## Revision History

| Version | Date | Changes | Author |
|---------|------|---------|--------|
| 1.0 | 2025-10-29 | Initial SOP creation | [Your Name] |

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**Questions? Suggestions for improvement?** This SOP is designed to be iteratively refined based on real-world experience. Please submit feedback to [process owner] after each onboarding meeting.