Ardcarne Life Assurance - Onboarding Plan
Documentfinal Ardcarne Life Assurance: documents · onboarding_plan · final · 2026-10-03
Version 1 onboarding plan prepared by Ollie Pearson on 3 Oct 2026 for an Enterprise contract running 1 Oct 2026 to 30 Sep 2027. It sets five phases from mobilise to handover. It states £125,000 contracted annual recurring revenue and 150 licensed users.
What it says
What this says
Current to 11 Oct 26Version 1 onboarding plan prepared by Ollie Pearson on 3 Oct 2026 for an Enterprise contract running 1 Oct 2026 to 30 Sep 2027. It sets five phases from mobilise to handover. It states £125,000 contracted annual recurring revenue and 150 licensed users.
What it is: an internal BB-Demo delivery plan, signed off by three BB-Demo staff on 3 Oct 2026. Ardcarne's sponsor and project lead are to confirm acceptance at kick-off, so customer acceptance is not yet shown.
Commits: the plan aims for the nightly refresh to be "complete by 07:00 on business days" and for SSO and SCIM to be switched on. It names Elena Novak for adoption and Matteo Ricci for scope and commercial questions.
Unusual: customer roles are placeholders such as "Job title: project lead", so no Ardcarne individuals are named. The plan also flags regulatory scrutiny under DORA and the Central Bank of Ireland, and the July outage history.
Not settled: the plan defers to the order form, saying "the order form wins" where they differ. It gives no connector delivery dates, no service credits and no named Ardcarne administrators.
As found in this document
Current to 9 Oct 26- Date end30 Sep 2027Source: object_read:doc_008_011
- Date start1 Oct 2026Source: object_read:doc_008_011
- Nightly refreshcomplete by 07:00 on business dayscomplete by 07:00 on business days · Source: object_read:doc_008_011
- Licensed users150Source: object_read:doc_008_011
- Contract start1 Oct 2026Source: object_read:doc_008_011
- Contract end30 Sep 2027Source: object_read:doc_008_011
- Same-day issue raisingAny issue that could affect the nightly refresh or access is raised the same day through the helpdesk, with a copy to the project lead.Any issue that could affect the nightly refresh or access is raised the same day through the helpdesk, with a copy to the project lead. · Source: object_read:doc_008_011
The document
Body
Ardcarne Life Assurance - Onboarding Plan
Version: 1 (Final) Prepared: 3 Oct 2026 Prepared by: Ollie Pearson, Implementation Consultant, BB-Demo Account owner: Matteo Ricci Customer Success Manager: Elena Novak Customer since: 1 Oct 2026 Tier: Enterprise Contract end: 30 Sep 2027
1. Purpose and context
Ardcarne Life Assurance is an Irish life and pensions insurer, headquartered in Dublin, supervised by the Central Bank of Ireland and subject to DORA. The company bought the brain so that broker distribution and customer service can work from one view of each broker firm, instead of reconciling several systems by hand.
The purchase followed a security review that ran through the July outage. That history matters for onboarding: Ardcarne's security and risk colleagues will expect every step to be documented, evidenced and repeatable, and this plan is written with that in mind.
This plan covers the period from the start of the contract on 1 Oct 2026 until the brain is in steady use and the account moves into the normal quarterly rhythm with the Customer Success Manager.
2. Commercial summary
Read the whole document (7,896 characters)
| Item | Detail |
|---|---|
| Tier | Enterprise |
| Contracted annual recurring revenue | £125,000 |
| Licensed users | 150 |
| Contract start | 1 Oct 2026 |
| Contract end | 30 Sep 2027 |
| Hosting | Inside Ardcarne's own Snowflake account |
The executed order form remains the source of truth for price and terms. Where this plan and the order form differ, the order form wins.
3. Objectives
- Give broker distribution and customer service a single, trusted view of each broker firm.
- Connect the agreed source systems and confirm that the nightly refresh is complete by 07:00 on business days.
- Bring the first group of users on, then widen access towards the licensed user number.
- Switch on single sign-on and automated user provisioning, which the Enterprise tier includes, so access follows Ardcarne's own identity controls.
- Leave Ardcarne with a clear, evidenced record of what was built and how it is run, suitable for its regulatory and operational resilience obligations.
4. Phases
Phase one: Mobilise
The aim is to agree who does what and to confirm access.
| Activity | Owner | Outcome |
|---|---|---|
| Kick-off with Ardcarne sponsor and project lead | Ollie Pearson, Elena Novak | Shared understanding of scope, timeline and success measures |
| Confirm the Snowflake environment and the access BB-Demo needs | Ollie Pearson, Ardcarne IT lead | Environment ready, access agreed in writing |
| Name the Ardcarne administrators | Ardcarne project lead | Named admins recorded in this plan |
| Agree the order of source systems | Ollie Pearson, Ardcarne data owner | Prioritised connector list |
Phase two: Connect and index
The aim is to get the first sources loading reliably.
- Connect the broker-facing CRM first, as it holds the firm-level structure the brain depends on.
- Add the helpdesk, call recorder and mailbox sources once the CRM data has been checked by Ardcarne's data owner.
- Add finance data from the accounting system when the earlier sources are stable.
- For each connector, agree a simple acceptance check: records indexed, a sample of firms checked by the business, and a clean overnight refresh.
- Record any data quality issues found and who on the Ardcarne side will resolve them.
Phase three: Security, access and controls
The aim is to close out the controls Ardcarne's security review raised.
- Configure SSO and SCIM with Ardcarne's IT team.
- Review role-based access so users only see the broker and customer data they should.
- Provide the evidence pack that Ardcarne's risk team needs for its register, including how BB-Demo runs inside the customer's own Snowflake account.
- Agree how incidents are raised, who is contacted and how the Enterprise service level applies, so there is no ambiguity after the July outage experience.
Phase four: Users and adoption
The aim is real use by the people who benefit most.
- Start with a small pilot group from broker distribution and customer service, who will test the brain on live broker questions.
- Run short, hands-on sessions built around Ardcarne's own broker firms, not generic examples.
- Collect the questions the pilot group asks and use them to shape pages, saved searches and dashboards.
- Widen access in steps, with Elena Novak tracking active users and questions asked each week.
Phase five: Handover to steady state
The aim is a clean move from implementation to ongoing success.
- Review what has been delivered against the objectives in section three.
- Confirm the run-book: who monitors refreshes, who raises tickets, who approves new connectors.
- Hand the account to Elena Novak for the regular review cycle and executive sponsor contact.
- Agree the first value review, so that Ardcarne can say plainly what the brain has changed for broker distribution and customer service.
5. Roles
| Role | Name | Responsibility |
|---|---|---|
| Implementation Consultant | Ollie Pearson | Delivers this plan, configures connectors, runs sessions |
| Account owner | Matteo Ricci | Commercial terms, order form, escalation on scope |
| Customer Success Manager | Elena Novak | Adoption, reviews, renewal conversation |
| Ardcarne executive sponsor | Job title: sponsor for broker distribution | Removes blockers, confirms priorities |
| Ardcarne project lead | Job title: project lead | Day-to-day contact, schedules users and workshops |
| Ardcarne IT lead | Job title: IT lead | Snowflake access, SSO and SCIM |
| Ardcarne data owner | Job title: data owner | Signs off data quality for each source |
| Ardcarne risk and security contact | Job title: security and risk lead | Reviews evidence and controls |
6. Risks and how we will handle them
| Risk | Why it matters | Mitigation |
|---|---|---|
| Source data is inconsistent across broker firms | The single view of each firm is only as good as the underlying records | Data owner checks a sample of firms before each connector is accepted |
| Access approvals take longer than expected | Delays connectors and the pilot | Raise access requests in phase one and track them weekly |
| Regulatory scrutiny of third-party tools | DORA and Central Bank of Ireland expectations apply | Keep an evidence log and share it with the risk contact as work completes |
| Few users in the first weeks | Low use early can hide whether the brain is useful | Pilot group chosen by the sponsor, with named champions in each team |
| Loss of the project lead | Plans stall without a day-to-day owner | Agree a named deputy in phase one |
7. Communication
- A weekly progress note from Ollie Pearson to the Ardcarne project lead, copied to Elena Novak.
- A short call each week to clear blockers.
- Any issue that could affect the nightly refresh or access is raised the same day through the helpdesk, with a copy to the project lead.
- Scope or commercial questions go to Matteo Ricci.
8. Success measures
We will judge onboarding by these measures, reviewed at handover:
- All agreed connectors are loading and the nightly refresh completes on time.
- Active users are rising steadily towards the 150 licensed users.
- Users are asking real questions about broker firms every week, from more than one person and more than one team.
- Ardcarne's security and risk contacts have the evidence they asked for.
- Ardcarne's sponsor can describe, in their own words, what has improved.
9. Sign-off
| Name | Role | Date |
|---|---|---|
| Ollie Pearson | Implementation Consultant, BB-Demo | 3 Oct 2026 |
| Matteo Ricci | Account owner, BB-Demo | 3 Oct 2026 |
| Elena Novak | Customer Success Manager, BB-Demo | 3 Oct 2026 |
Ardcarne's executive sponsor and project lead will confirm acceptance of this plan at kick-off.
Unusual terms
Current to 9 Oct 26- Customer roles left as job-title placeholders
- Customer acceptance deferred to kick-off
- Plan defers to order form on any difference