Enterprise onboarding playbook

What happens between signing the order form and your first production traffic.

A 30-day playbook the Xcity CSM follows on every Enterprise signup. We share it so you know what to expect — and so your procurement team can map our checkpoints to yours.

Week 0 — kickoff

  • Day 0: Signed order form + DPA filed.
  • Day 1: CSM intro email; calendar holds for weekly sync + one-time kickoff (60 min).
  • Day 2: Slack Connect channel created (#xcity-<customer>); shared Notion page with this playbook + your tracker.

Week 1 — provisioning

  • SSO connection (SAML or OIDC) configured on both sides.
  • SCIM token issued; we test provisioning end-to-end with a dummy user.
  • Initial seats created from your IdP. Pilot users invited.
  • Dedicated capacity allocated (if applicable). Healthcheck dashboard linked.

Week 2 — proof of value

  • Pilot users run real workloads. Daily usage report from our side.
  • We surface latency / cost / error breakdown vs. your previous provider.
  • Tuning calls as needed — model routing, prompt patterns, budgets.

Week 3 — production cutover plan

  • Define the cutover window. Rollback steps written down on both sides.
  • Synthetic probes pointed at your endpoints. SLA baseline measured.
  • Incident escalation contacts on file in PagerDuty.

Week 4 — go-live

  • Production traffic ramped per the cutover plan (typically 10% → 50% → 100%).
  • 24h hyper-care window. CSM available on Slack Connect.
  • Post-go-live retro at the end of week 4.

Ongoing

  • Weekly sync drops to monthly after 90 days.
  • Quarterly business review with usage trend, SLA scorecard, roadmap preview.
  • Annual contract renewal touchpoint at term-90, term-30.

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