Tannahill Systems - Onboarding Plan
Documentfinal Tannahill Systems · onboarding_plan · final · 2023-04-12
Final onboarding plan dated 12 Apr 2023 for a Starter implementation: four weeks, 15 users, four connectors. It states 99.5% uptime, P1 first response of 4 business hours and an annual subscription fee of £18k.
What it says
What this says
Current to 11 Oct 26Final onboarding plan dated 12 Apr 2023 for a Starter implementation: four weeks, 15 users, four connectors. It states 99.5% uptime, P1 first response of 4 business hours and an annual subscription fee of £18k.
What it is: a BB-Demo onboarding plan for Tannahill Systems, prepared by Tobias Renwick and finalised on 12 Apr 2023. It sets a four-week schedule from kick-off to handover for the support team.
Commits: "Uptime SLA: 99.5%", "P1 first response: 4 business hours" and a data refresh "Complete by 07:00 customer local time on business days". The contract period is 6 Apr 2023-5 Apr 2024.
Unusual: nothing off the standard Starter terms. The subscription fee of £18k differs from the v1 Starter list price of £20k in the brief, and the plan does not say why.
Not settled: this is not an order form. It does not state discounts, connector go-live dates in days, service credits or renewal terms. The contract period has long since ended, so it says nothing about the current term.
As found in this document
Current to 9 Oct 26- Date end5 Apr 2024Source: object_read:doc_103_007
- Date start6 Apr 2023Source: object_read:doc_103_007
- Price£17,550Source: object_read:doc_103_007
- Uptime SLA99.5%Source: object_read:doc_103_007
- P1 first response4 business hoursSource: object_read:doc_103_007
- Data refresh windowComplete by 07:00 customer local time on business daysComplete by 07:00 customer local time on business days · Source: object_read:doc_103_007
- Support availability (go-live week)07:00–20:00 UK time, dailySource: object_read:doc_103_007
- Annual subscription fee£17,550Source: object_read:doc_103_007
- Implementation fee£6,000Source: object_read:doc_103_007
- Implementation period4 weeksSource: object_read:doc_103_007
- Contract period6 Apr 2023-5 Apr 2024Source: object_read:doc_103_007
The document
Body
Tannahill Systems - Onboarding Plan
Status: Final, 12 Apr 2023
Overview
Tannahill Systems, Glasgow vendor of membership and booking software for leisure trusts, is implementing the BB-Demo brain across its support operations.
Subscription tier: Starter
Annual subscription fee: £18k
Implementation fee: £6,000
Implementation period: 4 weeks
Licensed users: 15
Data connectors: 4
Contract period: 6 Apr 2023-5 Apr 2024
Your support team will use the brain to search tickets, customer usage and renewal information in one unified layer, eliminating manual system cross-referencing.
Implementation schedule
Week 1: Infrastructure and discovery
- Kick-off call with support and IT teams
- Document four target data sources and access requirements
- Establish secure Snowflake account under Tannahill's ownership
- Design data architecture and connector framework
Week 2: Initial connectors
- Build and test first two data connectors
- Validate data quality and schema alignment
- Run test queries with support team representatives
Week 3: Complete integration
Read the whole document (2,357 characters)
- Build and go-live the remaining two connectors
- Full end-to-end data refresh cycle
- Security review with Tannahill IT team
Week 4: Launch and handover
- User provisioning and activation for 15 support team members
- Live data cutover and validation
- Support team training and first value demonstrations
- Handover to business-as-usual support
Service levels
Assigned CSM: Daniel Okafor
Support availability (go-live week): 07:00–20:00 UK time, daily
Uptime SLA: 99.5%
P1 first response: 4 business hours
Data refresh window: Complete by 07:00 customer local time on business days
Success criteria
- All four connectors live and delivering fresh data daily
- 10+ active users within two weeks of go-live
- Support team running at least two value-generating queries per week
- Zero unplanned downtime during implementation period
Immediate actions
- Confirm IT contact and Snowflake account timeline (by end of this week)
- Provide system credentials for four target data sources (by end of this week)
- Schedule twice-weekly onboarding standups
Prepared by: Tobias Renwick, Chief Technology Officer and Co-founder
Finalised: 12 Apr 2023
Unusual terms
Current to 9 Oct 26- Subscription fee of £17,550 differs from v1 Starter list price