Ardcarne Life Assurance - Onboarding Plan
Documentfinal Ardcarne Life Assurance: documents · onboarding_plan · final · 2026-10-04
Final version 1 onboarding plan issued 4 Oct 2026 by Elena Novak for Ardcarne's Enterprise subscription, which started 1 Oct 2026. It states £125,000 contracted annual recurring revenue and 150 users, with nightly refresh by 07:00 Irish time. It states no availability or P1 figures.
What it says
What this says
Current to 11 Oct 26Final version 1 onboarding plan issued 4 Oct 2026 by Elena Novak for Ardcarne's Enterprise subscription, which started 1 Oct 2026. It states £125,000 contracted annual recurring revenue and 150 users, with nightly refresh by 07:00 Irish time. It states no availability or P1 figures.
What it is: a five-phase plan (mobilise, connect, build and validate, roll out, embed and review) to move Ardcarne from signature to everyday use. It is a BB-Demo delivery document, not a contract.
Commits: BB-Demo to weekly check-ins during phases one to four, with written actions afterwards. Both sides to a nightly refresh "by 07:00 Irish time on business days" and at least two trained administrators.
Unusual: it defers to the executed order form, stating that the Enterprise service levels there prevail "if they differ". Connector dates are not given; each connector "carries the commitment written in the order form".
Not settled: the plan does not state availability, P1 response time, service credits or connector delivery dates. It does not name the Ardcarne sponsor, project lead or security contact, and it does not say who signed the order form.
As found in this document
Current to 9 Oct 26- Date end30 Sep 2027Source: object_read:doc_008_012
- Date start1 Oct 2026Source: object_read:doc_008_012
- Price£125,000Source: object_read:doc_008_012
- Licensed usersthe licence covers 150 usersSource: object_read:doc_008_012
- Current termthe current term runs to 30 Sep 2027the current term runs to 30 Sep 2027 · Source: object_read:doc_008_012
- Nightly refreshkeep them refreshed by 07:00 Irish time on business dayskeep them refreshed by 07:00 Irish time on business days · Source: object_read:doc_008_012
- ConnectorsEach connector carries the commitment written in the order formEach connector carries the commitment written in the order form · Source: object_read:doc_008_012
- Support service levelsfollow the Enterprise service levels in the executed order form, which prevails over this plan if they differfollow the Enterprise service levels in the executed order form, which prevails over this plan if they differ · Source: object_read:doc_008_012
- Check-insA short check-in takes place every week during phases one to fourA short check-in takes place every week during phases one to four · Source: object_read:doc_008_012
- AdministratorsAt least two trained administratorsAt least two trained administrators · Source: object_read:doc_008_012
The document
Body
Ardcarne Life Assurance - Onboarding Plan
Status: Final, version 1 Issued: 4 Oct 2026 Prepared by: Elena Novak, Customer Success Manager, EU, BB-Demo Account owner: Matteo Ricci, BB-Demo Customer: Ardcarne Life Assurance, Dublin
1. Purpose and context
This plan sets out how BB-Demo and Ardcarne Life Assurance will take the company brain from contract signature to everyday use. Ardcarne is an Irish life and pensions insurer, supervised by the Central Bank of Ireland and subject to DORA. The brain is being introduced so that broker distribution and customer service work from one view of each broker firm, instead of reconciling several systems by hand.
The subscription started on 1 Oct 2026 on the Enterprise tier. The contracted annual recurring revenue is £125,000, the licence covers 150 users, and the current term runs to 30 Sep 2027. The security review that preceded the purchase ran through the July outage, so the controls and evidence discussed there are carried into this plan rather than reopened.
To confirm, the brain is built and run inside Ardcarne's own Snowflake account. Data does not leave that account.
2. Objectives
Read the whole document (7,609 characters)
- Give broker distribution and customer service one trusted view of each broker firm.
- Connect the agreed sources and keep them refreshed by 07:00 Irish time on business days.
- Move from a small project group to broad, regular use across both teams.
- Leave Ardcarne able to say, in its own words, what the brain is worth before the renewal conversation.
3. Roles
| Role | Name or title | Responsibility |
|---|---|---|
| Customer Success Manager, EU | Elena Novak, BB-Demo | Plan owner, weekly check-ins, written actions, adoption and the first review |
| Account owner | Matteo Ricci, BB-Demo | Commercial terms, order form questions, escalation of scope changes |
| Executive sponsor | Named by Ardcarne's leadership | Removes blockers, attends milestone reviews |
| Project lead | Ardcarne operations lead | Day-to-day contact, source system access, user nominations |
| Security and compliance contact | Ardcarne information security team | DORA and regulatory evidence, access approvals |
| Broker distribution lead | Ardcarne distribution team | Defines the broker firm view and tests answers |
| Customer service lead | Ardcarne service team | Defines service questions and tests answers |
Ardcarne is asked to confirm the named individuals for the customer roles in the first check-in. I will make sure the names are recorded in the written actions.
4. Phases and milestones
Phase one: Mobilise
| Activity | Owner | Outcome |
|---|---|---|
| Kick-off meeting with agenda sent beforehand | Elena Novak | Shared understanding of scope, roles and cadence |
| Confirm sponsor, project lead and data protection contact | Ardcarne | Named roles recorded |
| Confirm Snowflake account access and the agreed security controls | Ardcarne information security team | Access ready for build |
| Agree the list of source systems and their order | Elena Novak with project lead | Connector sequence signed off |
Milestone: access and connector order agreed, by the end of week one.
Phase two: Connect
| Activity | Owner | Outcome |
|---|---|---|
| Connect the CRM first, as the backbone of the broker firm view | BB-Demo delivery team | Broker firms and contacts indexed |
| Connect calls, emails and the helpdesk | BB-Demo delivery team | Interaction history joined to each broker firm |
| Connect finance and any further agreed sources | BB-Demo delivery team | Commercial context available |
| Reconcile broker firm records that appear more than once | Ardcarne distribution team | One record per broker firm |
| Confirm the nightly refresh is complete by 07:00 | Elena Novak | Freshness check recorded |
Each connector carries the commitment written in the order form. I will report progress against those commitments in the weekly note, and I will not state a date for any Ardcarne finance system work without checking with the relevant Ardcarne contact first.
Milestone: all agreed sources loading and refreshed nightly.
Phase three: Build and validate
| Activity | Owner | Outcome |
|---|---|---|
| Set up pages for each broker firm | BB-Demo delivery team | One view per broker firm |
| Collect the first set of real questions from both teams | Project lead | A question list used for testing |
| Test answers against known facts and correct gaps | Both leads with Elena Novak | Accuracy signed off by the business |
| Configure single sign-on and user provisioning | Ardcarne IT with BB-Demo | Users reach the brain through Ardcarne's identity controls |
Milestone: both team leads confirm the answers are trustworthy enough to roll out.
Phase four: Roll out
| Activity | Owner | Outcome |
|---|---|---|
| Train the broker distribution team | Elena Novak | Team asking real questions |
| Train the customer service team | Elena Novak | Team asking real questions |
| Nominate and train administrators, with more than one named | Project lead | No single point of failure |
| Bring licensed users on in stages up to the licensed total of 150 | Project lead | Broad adoption |
Early usage is limited to the core project group, which is expected at this stage. Adoption is measured by questions asked and by how many different people ask them, not by logins alone.
Milestone: both teams using the brain in their normal working day.
Phase five: Embed and review
| Activity | Owner | Outcome |
|---|---|---|
| First adoption review with the sponsor | Elena Novak | Usage, questions and gaps reviewed |
| Agree the value measures Ardcarne will use | Sponsor and Elena Novak | A shared definition of success |
| Hand over to the standard Enterprise cadence | Elena Novak | Regular reviews in place |
Milestone: value measures agreed and recorded, well ahead of the renewal notice period.
5. Governance
- A short check-in takes place every week during phases one to four. I send the agenda beforehand and the written actions afterwards.
- Risks and decisions are recorded in the weekly note, with an owner for each.
- Changes to scope, connectors or users are raised with Matteo Ricci and confirmed in writing before work starts.
- Support requests follow the Enterprise service levels in the executed order form, which prevails over this plan if they differ.
6. Risks and dependencies
| Risk | Mitigation |
|---|---|
| Source system access is delayed | Agree access owners in phase one and review them weekly |
| Duplicate broker firm records reduce trust in answers | Reconcile in phase two with the distribution team |
| One person asks most of the questions | Train both teams and track who is asking |
| Only one administrator is trained | Name at least two in phase four |
| Regulatory evidence requests arrive mid-project | Route through the security contact and keep the review evidence to hand |
7. Success measures
- All agreed connectors loading, with the nightly refresh complete by 07:00 on business days.
- Questions asked rising month on month, from both teams.
- Licensed users onboarded in line with the roll-out phase.
- At least two trained administrators.
- A value statement that Ardcarne's sponsor is willing to make.
8. Next steps
- Ardcarne confirms the sponsor, project lead and security contact.
- BB-Demo sends the kick-off agenda and the connector checklist.
- Ardcarne confirms Snowflake access arrangements.
- Elena Novak circulates written actions after the kick-off.
Kind regards, Elena
Unusual terms
Current to 9 Oct 26- Refresh deadline set in Irish time
- Plan defers to executed order form
- DORA and Central Bank of Ireland context