Tannahill Systems / BB-Demo – Onboarding
Callcompleted
Tannahill Systems: documents · 2023-05-08 09:45
Tannahill's support team walked through the security brief, credentials, first data load and Starter limits with Tobias Renwick. No concerns raised; go-live was planned for the end of that week.
What was said
What this says
Current to 11 Oct 26Tannahill's support team walked through the security brief, credentials, first data load and Starter limits with Tobias Renwick. No concerns raised; go-live was planned for the end of that week.
What happened: Tobias Renwick set out the steps to go live: read-only role, credentials, connection test, then an initial load of two years of helpdesk tickets. Kenny Lockhart and Scott Galbraith confirmed the plan and the Wednesday target.
Customer view: Scott reported that their security reviewer was happy with the read-only access, audit logging and data staying in their warehouse. Kenny asked about training, data limits and uptime, and the answers satisfied him.
Commercial: Tobias explained that building dashboards is a Growth feature and said an upgrade path could be discussed if the team spends a lot of time in the brain. Starter limits of four connectors and 15 users were stated.
Watch: Starter commits to 99.5 per cent availability with a five per cent service credit. The nightly refresh by seven is separate from availability.
Themes
Current to 9 Oct 26Theme
Onboarding and go-live plan
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tobias Renwick to send the technical spec and status page link right after the call.
- Scott Galbraith to send credentials on Wednesday so the initial load can start.
Risks
Current to 9 Oct 26- Go-live depends on the customer's administrator creating the read-only role by Wednesday.
Opportunities
Current to 9 Oct 26- Custom dashboards are a Growth feature, so heavy use could open an upgrade conversation.
Transcript
Kenny Lockhart NoneHi Tobias, thanks for the early start. How are you?
Tobias Renwick NoneGood morning, Kenny. Can't complain. Scott with us?
Scott Galbraith NoneYeah, I'm here. Got the security brief last Friday, been reviewing it with John.- Tobias Renwick NoneExcellent. How's John finding it? Any red flags?
- Scott Galbraith NoneNo, he's pretty happy with it actually. Read-only, audit logging, data stays in our warehouse, all makes sense. He wants to know if we need to change anything in our firewall rules for the connection.
- Tobias Renwick NoneGood question. No, nothing on the firewall side. We're not opening any inbound ports. This is all outbound from your Snowflake, HTTPS. John can probably verify that the IP range is standard cloud stuff. I'll send him the technical spec, it's just a couple of paragraphs, and he can check it against your policy.
- Scott Galbraith NoneThat would be helpful. So when do you need the credentials?
- Tobias Renwick NoneWhenever you're ready. Once you've got the read-only role created and tested on your end, you can hand me the credentials and I'll test the connection from my side. If that's good, we kick off the initial load. Best case, you're live by end of this week.
- Kenny Lockhart NoneWe're aiming for that. Scott reckons he can have the role created by this Wednesday, and then we'll test it.
- Tobias Renwick NonePerfect. So Scott sends credentials Wednesday, I test Wednesday or Thursday, and if all's well, the sync kicks off Thursday night. Two years of data, so maybe six to eight hours, should be done by Friday morning. Then you've got the weekend to poke around, and Monday we can have a proper handoff call with Daniel, the CSM.
- Scott Galbraith NoneAnd once the initial load is done, we can start inviting users to the brain?
- Tobias Renwick NoneYeah, exactly. I'll send you admin credentials and a user invite link. You can start inviting your 15 users as soon as the data's live. They log in with email or SSO, whatever you prefer, and they can start searching straight away.
- Kenny Lockhart NoneHow long does it take for a new user to be productive? Like, do they need training before they can use it?
- Tobias Renwick NoneNot formally, no. The interface is pretty intuitive, you type a question, you get an answer. But there are best practices and some power features. Daniel will do a one-hour training session with your team once everything's live. That's scheduled for mid-June. Before then, you and Scott can do some exploration, and we can answer ad-hoc questions on Slack.
- Scott Galbraith NoneWhat about the dashboards side? I know that's a Growth feature, but can we see what it looks like on Starter?
- Tobias Renwick NoneYou can see dashboards others have built, and you can view them read-only. But to build new ones, that's Growth. On Starter you get search and chat. If you find you're spending a lot of time in the brain and need custom dashboards, that's when we'd talk about an upgrade path.
- Kenny Lockhart NoneFair enough. So first step, Scott gets the technical spec to John.
- Tobias Renwick NoneI'll send that right after this call. Then John creates the read-only role, Scott tests it, and you hand me the credentials. Once I've got those, the clock's ticking to go-live.
- Kenny Lockhart NoneAnd on the data side, we're pulling in two years of helpdesk tickets. Do we need to do anything on our end to prepare the data? Like, clean it up or something?
- Tobias Renwick NoneNo, we'll take it as-is. If you've got garbage data: null fields, truncated strings, whatever, the brain handles that. We're indexing what you've got, not validating or scrubbing it. If there's something specific you want to clean up before we load it, you can do that in your helpdesk system, but it's not required.
- Scott Galbraith NoneSo if I've got duplicate tickets or incomplete records, those will be searchable too?
- Tobias Renwick NoneYeah, they'll be indexed. If you want to exclude certain records, like test tickets or closed duplicates, we can add a filter to the connector. But generally we load everything and let you decide what's useful to search.
- Kenny Lockhart NoneThat makes sense. Are there any limits I should know about? Like, maximum number of records or anything?
- Tobias Renwick NoneNo hard limits on the data side. Starter covers up to four connectors and 15 users, but there's no cap on how many tickets or calls you can have indexed. If you've got a million tickets, that's fine. The nightly refresh might take a bit longer, but we'll handle it.
- Kenny Lockhart NoneGood. And what's the uptime commitment? If the brain goes down, what happens?
- Tobias Renwick NoneYou're on Starter, so we commit to 99.5 per cent availability. That means over a month, there's about three and a half hours of acceptable downtime. If we breach that, you get service credits, five per cent of one month's fee. Nightly refresh happens by seven every morning, but that's separate from brain availability. Even if the search goes down, your data is still refreshing in Snowflake.
- Scott Galbraith NoneAnd if there's an outage, we'll know about it?
- Tobias Renwick NoneYeah, we notify via Slack and email. You're in our Slack channel, so you'll see a message immediately. And there's a status page, I'll send you the link, where you can check any time.
- Kenny Lockhart NonePerfect. I think we're ready to go then. Scott, you're comfortable with this?
- Scott Galbraith NoneYeah, all good. I'll get the technical spec from Tobias, walk through it with John, and we'll have the role ready by Wednesday.
- Tobias Renwick NoneBrilliant. I'll send the spec and the status page link right after this call. Wednesday you send me credentials, I'll test and kick off the load. By Friday you've got live data. Any questions before we wrap?
- Kenny Lockhart NoneNo, I think that's everything. Really helpful, Tobias.
- Tobias Renwick NoneCheers. Speak soon.
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