DraftInternal

SW-SAAS-ONB-001

Swedwise SaaS Platform - Customer Onboarding Guide

Version

1.0

Owner

Customer Success Manager

Effective Date

2025-01-15

Review Date

2026-01-15

Swedwise SaaS Platform - Customer Onboarding Guide

Document ID: SW-SAAS-ONB-001
Version: 1.0
Effective Date: 2025-01-15

1. Introduction

1.1. Welcome

Welcome to Swedwise Communications on SaaS! This guide will help you successfully onboard to our platform and ensure a smooth transition to cloud-based customer communications management.

1.2. Onboarding Objectives

The onboarding process is designed to:

Establish clear communication channels and responsibilities
Provision and configure your platform access
Ensure security requirements are met
Integrate the platform with your existing systems
Train your team on platform capabilities
Prepare for a successful go-live

1.3. Timeline Overview

Phase	Duration	Key Activities
Phase 1: Contract and Planning	1-2 weeks	Kickoff meeting, contact setup, requirements gathering
Phase 2: Technical Setup	2-4 weeks	Account provisioning, security configuration, network access
Phase 3: Configuration and Integration	Varies (4-12 weeks)	Component setup, template development, API integration
Phase 4: Training and Go-Live	1-2 weeks	User training, final testing, go-live preparation

Total Estimated Timeline: 8-18 weeks (depending on complexity)

1.4. Success Criteria

Your onboarding is considered successful when:

All technical infrastructure is configured and tested
Security requirements are met and verified
Integrations are operational in production
Key users are trained and certified
Go-live checklist is complete
Production workloads are running successfully
Support channels are established and tested

2. Onboarding Phases

2.1. Phase 1: Contract and Planning (Week 1-2)

2.1.1. Kickoff Meeting

Participants:

Customer: Project sponsor, system owner, technical lead
Swedwise: Customer Success Manager, Technical Architect, Support Lead

Agenda:

Service overview and capabilities review
Contract scope confirmation
Key contacts and roles assignment
Timeline and milestone agreement
Communication channels setup
Requirements gathering session
Risk and dependency identification

Deliverables:

2.1.2. Key Contacts Assignment

Customer Side (Required):

Role	Responsibilities	Name	Contact
System Owner	Overall accountability, decision authority
Technical Lead	Integration, architecture decisions
Administrator	Platform configuration, user management
Security Contact	Security requirements, approvals

Swedwise Side (Assigned):

Role	Responsibilities	Contact
Customer Success Manager	Overall coordination, escalation point	[Name]
Technical Architect	Solution design, integration support	[Name]
Support Engineer	Technical implementation, troubleshooting	[Name]
Account Manager	Commercial matters, upsell opportunities	[Name]

2.1.3. Requirements Gathering

Complete the following requirements documentation:

Technical Requirements Checklist
- Current infrastructure overview
- Integration points identified
- Data volume estimates
- Performance requirements
- Browser and device requirements
Security Requirements Checklist
- Authentication method (SSO, local, hybrid)
- IP allowlisting requirements
- VPN requirements
- Data residency requirements
- Compliance requirements (GDPR, etc.)
Business Requirements
- Use cases and workflows
- User roles and permissions
- Document types and volumes
- Notification channels needed
- SLA expectations

Template: Download Technical Requirements Checklist from customer portal

2.2. Phase 2: Technical Setup (Week 2-6)

2.2.1. Account Provisioning

Swedwise Actions:

Tenant Creation
- Production tenant provisioned
- Development/test tenant provisioned (if included)
- Tenant isolation verified
- Initial configuration applied
Administrator Account Setup
- Primary administrator account created
- Temporary password issued (secure channel)
- Administrator access verified

Environment URLs Communicated

Production:   https://[customer]-prod.swedwise-saas.com
Development:  https://[customer]-dev.swedwise-saas.com
Support Portal: https://support.swedwise.com

Customer Actions:

Initial Login
- Administrator logs in using temporary credentials
- Password changed to strong, compliant password
- Contact information verified
- Email notifications configured
Password Policy Configuration
- Password complexity requirements set
- Password expiration policy defined
- Account lockout policy configured

Timeline: 2-3 business days after contract signature

2.2.2. Single Sign-On Configuration (If Applicable)

Prerequisites:

Customer has compatible Identity Provider (IdP)
IdP metadata available
SSO technical contact assigned

Process:

Requirements Exchange (Week 2)
- Customer provides IdP type and version
- Customer provides IdP metadata (XML or URL)
- Swedwise provides Service Provider metadata
- Attribute mapping requirements confirmed
Configuration (Week 3)
- Swedwise configures SAML/OIDC connection
- Customer configures application in IdP
- Test accounts created
Testing (Week 4)
- Test user authentication successful
- Attribute mapping verified
- Logout behavior verified
- Fallback authentication tested (if applicable)
Production Enablement (Week 5)
- SSO enabled for production tenant
- Administrator access verified
- User provisioning process confirmed

Note: SSO setup may incur a one-time configuration fee. See service agreement.

2.2.3. Network and Security Configuration

IP Allowlisting (Optional but Recommended)

If you require IP-based access restrictions:

Provide IP Ranges
- Customer provides egress IP ranges
- Swedwise configures firewall rules
- Access tested from customer network
VPN Setup (If Required)
- VPN requirements documented
- VPN connection established
- Access verified through VPN

Firewall Rules

Customer must allow outbound connections to:

Domain: *.swedwise-saas.com
Ports: 443 (HTTPS)
      25, 587 (SMTP - if using email integration)

Security Questionnaire

Customer completes security questionnaire
Swedwise Security Team reviews responses
Any gaps or concerns addressed
Security sign-off obtained

Template: Download Security Questionnaire from customer portal

2.3. Phase 3: Configuration and Integration (Week 6-14)

This phase is component-specific and varies based on your subscription. Refer to the appropriate Component Onboarding Addendum for detailed steps:

SW-SAAS-ONB-COMP-001: Communications Onboarding Addendum
SW-SAAS-ONB-COMP-002: Notifications Onboarding Addendum
SW-SAAS-ONB-COMP-003: E-Shop Onboarding Addendum (future)
SW-SAAS-ONB-COMP-004: E-Archive Onboarding Addendum (future)

2.3.1. Platform-Level Configuration

User Management

Define User Roles
- Administrator roles defined
- Power user roles defined
- Standard user roles defined
- Read-only user roles defined
Create User Accounts
- User list provided by customer
- Accounts created (manual or via SSO sync)
- Permissions assigned per role
- Welcome emails sent
User Access Verification
- Sample users test login
- Permissions verified
- Any issues resolved

Audit Logging Configuration

Audit log retention period confirmed
Audit log access permissions set
Log export procedure tested (if required)

Notification Preferences

System notification recipients defined
Maintenance window notifications configured
Incident notification distribution list set

2.3.2. Integration Planning and Execution

Integration Assessment

Complete for each integration point:

System	Integration Type	Data Flow	Volume	Priority
[CRM]	API	Bidirectional	[volume]	High
[ERP]	Batch File	Inbound	[volume]	Medium
[HR]	Database	Outbound	[volume]	Low

API Credentials Provisioning

For each API integration:

Generate API Keys
- API credentials created in portal
- Credentials securely shared with customer
- Credential storage verified (password manager, vault)
API Access Configuration
- Rate limits configured per customer needs
- IP allowlisting applied (if required)
- Webhook endpoints configured (if applicable)
API Documentation Provided
- API documentation URL shared
- Sample code provided
- Postman collection shared (if available)

Integration Testing

Timeline: Varies (typically 4-8 weeks depending on complexity)

2.4. Phase 4: Training and Go-Live (Week 14-18)

2.4.1. User Training

Administrator Training (4 hours)

Audience: System administrators, tenant administrators

Topics:

Platform overview and navigation
User management and permissions
Configuration management
Monitoring and reporting
Troubleshooting common issues
Support escalation procedures

Delivery:

End User Training (2 hours per role)

Audience: Business users who will use the platform

Topics:

Platform access and login
Role-specific workflows
Document creation/review (if applicable)
Notification management (if applicable)
Reporting and analytics
Best practices

Delivery:

Training sessions scheduled per user group
Quick reference guides provided
Video tutorials shared
Training completion tracked

Train-the-Trainer (Optional)

For large deployments:

Customer identifies internal trainers
Extended training session for trainers
Training materials package provided
Certification issued (if applicable)

2.4.2. Documentation Package

The following documentation is provided:

Service Description (SW-SAAS-SVC-001)
Component Addendum(s) (based on subscription)
User Guide (role-specific)
Administrator Guide
API Documentation (if applicable)
Integration Guides (system-specific)
Troubleshooting Guide
FAQ Document

Documentation Access: Available via customer portal at https://support.swedwise.com

2.4.3. Go-Live Preparation

Go-Live Checklist (Platform Level)

Technical Readiness

All infrastructure components operational
Security configuration verified
Backup and recovery tested
Monitoring alerts configured
Performance baselines established

User Readiness

All users provisioned
All users trained
User acceptance testing completed
User sign-off obtained

Integration Readiness

All integrations tested in production
Data migration completed (if applicable)
Rollback plan documented
Integration monitoring configured

Support Readiness

Support portal access verified
Authorized contacts registered
Escalation procedures reviewed
Emergency contact list confirmed

Organizational Readiness

Go-live communication sent to all stakeholders
Business continuity plan reviewed
Fallback procedures documented
Success criteria defined

Go/No-Go Decision

Date: [2 business days before go-live]

Participants:

Customer: System Owner, Technical Lead
Swedwise: Customer Success Manager, Technical Architect

Decision Criteria:

All critical items on go-live checklist complete
No critical open issues
Rollback plan approved
Support team ready

Outcome: [ ] GO [ ] NO-GO (with reason and revised date)

2.4.4. Go-Live Execution

Go-Live Timeline:

Time	Activity	Responsible
T-48h	Final production verification	Swedwise
T-24h	Communication to end users	Customer
T-4h	Pre-production checks	Swedwise
T-0	Production cutover	Joint
T+1h	Smoke testing	Customer
T+4h	Initial usage monitoring	Swedwise
T+24h	Day 1 review meeting	Joint

Communication Plan:

Go-live announcement to all users
Support channel reminders
Known issues communicated (if any)
Success contact information shared

3. Support Onboarding

3.1. Support Portal Access

Portal URL: https://support.swedwise.com

Initial Setup:

Administrator Registration
- Primary contact receives portal invitation
- Account activated
- Portal navigation training provided
Authorized Contacts Registration
- Customer provides list of authorized contacts
- Contacts added to customer profile
- Portal invitations sent
- Access verified

Authorized Contact Requirements:

Minimum 2, maximum 10 per customer
Must be employees or authorized contractors
Contact list reviewed quarterly

3.2. Support Channels

Channel	Use For	Availability
Web Portal	All requests (preferred)	24/7 submission
Email	support@swedwise.com	24/7 submission
Phone	+46 54 17 11 10	Critical incidents (24/7)

Response Times: See Service Description (SW-SAAS-SVC-001), Section 3.1

3.3. Incident Management

Severity Levels:

Level	Description	Examples
A - Critical	Service down, data loss risk	Complete service outage, security breach
B - Serious	Major impact, workaround available	Performance degradation, feature not working
C - Minor	Low impact, easy workaround	UI issues, minor bugs

Escalation Procedures:

Submit ticket via portal or phone
Initial response within 15 minutes (all levels)
Technical response per SLA (see Service Description)
Customer escalation (if not satisfied):
- Level 1: Assigned Support Engineer
- Level 2: Support Manager (support-manager@swedwise.com)
- Level 3: Customer Success Manager (your assigned CSM)
- Level 4: Service Delivery Manager (service-manager@swedwise.com)

3.4. Change Management

Requesting Changes:

Configuration changes: Submit via portal (standard request)
Integration changes: Submit via portal (include testing requirements)
Infrastructure changes: Contact Customer Success Manager

Change Approval:

Customer approval required for changes affecting service behavior
Swedwise approval required for changes affecting platform stability

Planned Maintenance:

Communicated minimum 5 business days in advance
Scheduled during maintenance windows (see Service Description 2.6.1)
Emergency maintenance: 24-hour notice when possible

4. Post-Go-Live Support

4.1. Hypercare Period (First 30 Days)

During the first 30 days after go-live, enhanced support is provided:

Enhanced Monitoring:

Daily usage monitoring
Performance trending
Error rate tracking
User adoption metrics

Regular Check-ins:

Week 1: Daily status calls
Week 2-4: Bi-weekly status calls
Day 30: Formal hypercare review meeting

Proactive Support:

Swedwise monitors for unusual patterns
Proactive outreach for potential issues
Usage optimization recommendations

4.2. Quarterly Business Reviews

Frequency: Every 3 months

Participants:

Customer: System Owner, Technical Lead
Swedwise: Customer Success Manager, Account Manager

Agenda:

Service performance review (SLA compliance)
Usage statistics and trends
Upcoming features and roadmap
Customer feedback and improvement suggestions
Training needs assessment
Expansion opportunities

Deliverables:

QBR presentation deck
SLA uptime report
Action item log
Next quarter planning

4.3. Continuous Improvement

Feedback Channels:

Submit feature requests via portal
Participate in customer advisory board (if invited)
Annual customer satisfaction survey

Platform Updates:

Quarterly release notes communicated
New features training offered
Breaking changes highlighted in advance

5. Component-Specific Onboarding

For detailed onboarding steps specific to your subscribed components, refer to:

5.1. Communications

Document: SW-SAAS-ONB-COMP-001 - Onboarding Addendum: Communications

Applies if you have:

OpenText Communications (Exstream) tenant

Additional Timeline: 4-8 weeks for template development and integration

5.2. Notifications

Document: SW-SAAS-ONB-COMP-002 - Onboarding Addendum: Notifications

Applies if you have:

OpenText Notifications service

Additional Timeline: 2-4 weeks for channel configuration and integration

5.3. Future Components

Additional onboarding addendums will be provided as components are added to your subscription:

E-Shop Onboarding Addendum (planned)
E-Archive Onboarding Addendum (planned)
Asset Management Onboarding Addendum (planned)
eSign Integration Onboarding Addendum (planned)

6. Appendices

Appendix A: Roles and Responsibilities Matrix

Activity	Customer System Owner	Customer Technical Lead	Customer Admin	Swedwise CSM	Swedwise Technical
Project approval	A	C	I	R	I
Requirements gathering	A	R	C	R	C
Tenant provisioning	I	I	I	A	R
Security configuration	A	R	C	C	R
Integration development	A	R	R	C	C
User training	A	C	R	R	A
Go-live approval	A	C	I	R	C
Support escalation	A	I	R	R	R

Legend: A = Accountable, R = Responsible, C = Consulted, I = Informed

Appendix B: Contact Templates

Weekly Status Report Template

Date: [Date]
Week: [Week number of onboarding]

Progress This Week:
- [Key accomplishment 1]
- [Key accomplishment 2]

Planned for Next Week:
- [Activity 1]
- [Activity 2]

Blockers/Risks:
- [Issue 1] - Mitigation: [Plan]

Decisions Needed:
- [Decision required]

Overall Status: [Green/Yellow/Red]

Escalation Email Template

To: [Escalation contact]
Subject: ESCALATION - [Customer Name] - [Issue Summary]

Customer: [Name]
Ticket #: [Number]
Severity: [A/B/C]
Original Report Date: [Date]

Issue Summary:
[Brief description]

Business Impact:
[Impact on customer operations]

Actions Taken So Far:
1. [Action 1]
2. [Action 2]

Reason for Escalation:
[Why escalating - time elapsed, lack of progress, etc.]

Expected Resolution:
[What customer expects as resolution]

Appendix C: Useful Links

Resource	URL
Customer Portal	https://support.swedwise.com
API Documentation	https://developers.swedwise.com
Training Videos	https://training.swedwise.com
Service Status Page	https://status.swedwise.com
Knowledge Base	https://kb.swedwise.com

Appendix D: Glossary

Term	Definition
Tenant	An isolated customer instance within the multi-tenant SaaS platform
SSO	Single Sign-On - Authentication via customer's identity provider
API	Application Programming Interface - Programmatic access to platform features
Hypercare	Enhanced support period immediately following go-live
SLA	Service Level Agreement - Committed performance metrics
QBR	Quarterly Business Review - Regular strategic meeting
UAT	User Acceptance Testing - Customer validation of functionality

Document Control

Version	Date	Author	Changes
1.0	2025-01-15	Customer Success Team	Initial version

Questions or Feedback?

Contact your Customer Success Manager or email: onboarding@swedwise.com

This document is confidential and intended for use by Swedwise AB customers. Unauthorized distribution is prohibited.