Lornefield Pensions Administration / BB-Demo – Onboarding
Callcompleted
Lornefield Pensions Administration: documents · 2023-04-27 14:45
Onboarding call with Craig Paterson on 27 Apr 2023. Three connectors were configured but none green, only Craig was using the fifteen seats, and the trustees' risk committee cares most about data staying in the customer's own Snowflake account.
What was said
What this says
Current to 10 Oct 26Onboarding call with Craig Paterson on 27 Apr 2023. Three connectors were configured but none green, only Craig was using the fifteen seats, and the trustees' risk committee cares most about data staying in the customer's own Snowflake account.
What happened: Tobias Renwick walked Craig Paterson through the admin console. Three connectors were configured and none green; the helpdesk connector needed re-authorisation, which Craig did during the call.
Customer view: Craig's priority is the trustees' risk committee, which wants to know where the data sits. He also wants warning before any refresh window moves.
Commercial: The Starter plan has a hard limit of four connectors, and the scheme managers already want shared drive documents. That is a possible use for the fourth slot, but Tobias promised no date.
Watch: Only Craig is using the fifteen seats. Wider rollout depends on Imogen, the head of data, naming the first users.
Themes
Current to 9 Oct 26Theme
Onboarding connectors and rollout
Importance
neutral
Sentiment
neutral
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tobias Renwick to send the one-page note on the access role and a checklist for the call recorder switch.
- Craig Paterson to ask IT about token lifetime and check with compliance about full transcripts.
- Craig Paterson to get first user names from Imogen and send a console screenshot once all three connectors show green.
Risks
Current to 9 Oct 26- Only one of fifteen licensed seats is in use, and wider rollout waits on Imogen naming users.
- No connector was green yet, with the helpdesk token expiring and the call recorder held at metadata only pending compliance.
Opportunities
Current to 9 Oct 26- The scheme managers want shared drive documents, which could fill the fourth connector slot once the first three are green.
- Two or three scheme-relationship managers are the suggested next users, which would build adoption of the seats already licensed.
Transcript
Tobias Renwick NoneHello Craig, can you hear me all right? I'm getting a slight echo on my side.
Craig Paterson NoneAye, I can hear you fine. Hang on, I'll take my headset off the dock. Is that better?- Tobias Renwick NoneMuch better, thank you. And thanks for making time this afternoon. Daniel was meant to be on this one as well, but he's tied up with another onboarding, so you've got the engineering side of the house instead. I hope that's a fair swap.
- Craig Paterson NoneNo bother. I'd rather speak to the person who knows how it's wired anyway.
- Tobias Renwick NoneWell, to be precise, I know how it's meant to be wired. Let's find out how it actually is. Before we touch any connectors, can I ask what your security team will need to see from us? I'd rather hear it now than discover it after we've switched something on.
- Craig Paterson NoneFair question. Just to flag, the trustees' risk committee asked one thing above everything else, and that's where the data physically sits. If I can say it stays in our own Snowflake account and nothing is copied out to you, that covers most of it. Then they'll want a list of who can see what.
- Tobias Renwick NoneGood, that's the easy half. The honest answer is that the brain runs inside your Snowflake account, so the data never leaves your controls. Our access is through a role you create and can revoke. I'll send you the one-page description of that role after the call, and you can pass it straight to the committee.
- Craig Paterson NoneThat'll do nicely. Right, shall I read out what the admin console says just now? It's quicker than me describing it.
- Tobias Renwick NonePlease do.
- Craig Paterson NoneSo, workspace is live, status says onboarding. Fifteen seats licensed, and I'm showing just the one person who's logged in this month, which is me. Connectors: three configured, none of them reporting green yet. Two say pending first load and one says authentication required.
- Tobias Renwick NoneThat's about what I'd expect at this point. Which one wants authentication?
- Craig Paterson NoneThe helpdesk one, the member-query tickets. I put the service account in last week but the token must have expired, because it's asking me again.
- Tobias Renwick NoneMm. That's usually the token lifetime on the helpdesk side rather than anything we've done. The trade-off is that a short lifetime is good for your security team and slightly annoying for you. If you can make the service account's token longer-lived, you'll stop seeing that prompt. Is that something you control?
- Craig Paterson NoneI control the account, the policy sits with our IT service. I'll ask them. I'll keep an eye on it in the meantime and re-authorise it today so we get a first load.
- Tobias Renwick NonePerfect. Do it now if you like, and we can watch it together.
- Craig Paterson NoneRight, authorised. It's gone to pending first load, same as the others. How long does that usually take?
- Tobias Renwick NoneFor a helpdesk history of your size, I'd say a couple of hours, but I won't promise you a number. The first load is the heavy one. After that the nightly refresh is incremental and it should be finished by 07:00 your time on business days.
- Craig Paterson NoneThat's the bit I care about most. Being told before a refresh moves, not after. If you ever shift the window, I'd like a heads-up so I'm not chasing a connector that's simply not been run yet.
- Tobias Renwick NoneEntirely reasonable. We'll agree a change window with you in advance and I'll make sure the status page reflects it. I'm not going to claim we've never moved one without warning, but it shouldn't happen to you.
- Craig Paterson NoneFine. Now, the second one that's pending is the call recorder, for the trustee calls. I've given it read access to the folder the relationship managers use. Is that going to bring in everything, or just the ones they've tagged?
- Tobias Renwick NoneEverything in that folder, unless you tell us otherwise. Which brings me to a question for you rather than me: are there recordings in there that shouldn't be queryable by the whole team, say a call about an individual member's case?
- Craig Paterson NoneHmm. Possibly. I'd need to check with the compliance lead. I wouldn't like to guess.
- Tobias Renwick NoneThen don't. Let's hold the recorder connector at metadata only for now, and switch the full transcripts on once compliance has had a look. It's a switch on your side, not ours.
- Craig Paterson NoneThat works. I'll write that down. And the third connector, the accounting one for the fee invoices, that's the one I'm least sure about. I've only given it read access to invoices, not to contacts or bank lines.
- Tobias Renwick NoneInvoices alone are what we need for the single view. I'd keep it that way. Narrow access is easier to explain to the committee.
- Craig Paterson NoneAye. Then there's the fourth slot. I gather the Starter plan gives us four connectors and that's a hard limit.
- Tobias Renwick NoneIt is a hard limit, yes. So I'd hold the fourth in reserve until you know which source hurts most. Don't spend it because it's there.
- Craig Paterson NoneUnderstood. Though I'll say the scheme managers are already asking for the shared drive documents, the trustee packs. Is that likely to be a fit?
- Tobias Renwick NoneIt could be. The shared drive connector is one of the standard ones. I wouldn't want to promise anything beyond that in this call, and I certainly won't give you a date for anything that isn't already built. Let's get the first three green, see how the brain behaves on your data, and choose the fourth with evidence.
- Craig Paterson NoneSensible. I'll tell them to hang on.
- Tobias Renwick NoneOne more thing on users. You've got fifteen licences and one person using them, which is you. Who should be next? I'd suggest the two or three scheme-relationship managers who'll feel the benefit soonest, rather than everyone at once.
- Craig Paterson NoneThat's Imogen's call really, as head of data, she's the one pushing this. I'll pass that on. I can set up the accounts once she's named them, I just won't be doing it without her say-so.
- Tobias Renwick NoneThat's exactly right. Let's close out. From me: the one-page note on the access role, and a short checklist for the call recorder switch. From you?
- Craig Paterson NoneI'll ask IT about the token lifetime, check with compliance about the full transcripts, and get names from Imogen for the first users. I'll send you a screenshot of the console once all three show green, so we both know where we are.
- Tobias Renwick NoneExcellent. That's tidy. Thanks, Craig. Best, Tobias.
- Craig Paterson NoneCheers, Tobias. Regards, Craig.
Callsmade from