Lornefield Pensions Administration / BB-Demo – Onboarding
Callcompleted
Lornefield Pensions Administration · 2023-04-12 16:30
Onboarding call with Craig Paterson on 12 Apr 2023: two connectors green, the helpdesk amber on a credential, a fourth not chosen, and a security one-pager and refresh change window promised.
What was said
What this says
Current to 13 Oct 26Onboarding call with Craig Paterson on 12 Apr 2023: two connectors green, the helpdesk amber on a credential, a fourth not chosen, and a security one-pager and refresh change window promised.
What happened: Tobias Renwick took Craig Paterson through the Starter set-up. Two connectors are green, the helpdesk is amber because its service account cannot read the member category, and the fourth is not chosen.
Customer view: Craig wants a one-page data flow for his security team and written notice before any change to the refresh window. A previous supplier moved it and he heard from a trustee.
Commercial: Four connectors is a hard limit on Starter, and a fifth would be a commercial decision for those who sign. Craig is the only user so far, with 15 seats available for the scheme-relationship managers.
Watch: Member-query tickets contain personal data, so the security team may exclude some fields from the index before the first load.
Themes
Current to 9 Oct 26Theme
Starter onboarding set-up
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- Craig Paterson to get the helpdesk service account fixed by tomorrow or Friday.
- Tobias Renwick to send the one-page data flow note and agree the change window in writing.
- Tobias Renwick to include the excluded-fields question in the written summary for the security team.
Risks
Current to 9 Oct 26- The helpdesk connector stays amber until the service account can read the member category.
- Craig's security team may come back with questions about personal data in member tickets.
- Craig expects advance written notice of any refresh change after a previous supplier moved it unannounced.
Opportunities
Current to 9 Oct 26- The scheme-relationship managers can be brought onto the 15 seats once the brain answers well.
- A fifth connector would be a separate commercial conversation, since four is the hard limit on Starter.
Transcript
Tobias Renwick NoneCraig, hello, good afternoon. Can you hear me all right?
Craig Paterson NoneAye, loud and clear. Afternoon, Tobias. Dreich day up here, but it's nearly the end of it.- Tobias Renwick NoneDry enough here, though I would not trust it. Thank you for taking the time. Nell has handed me the technical side of this, so I will be your contact for the set-up. Before we start, may I ask what your security team will need to see from us?
- Craig Paterson NoneFair question. They'll want to know where member data sits, who can read it, and what leaves the building. Trustee calls, member queries, that kind of thing. They're careful folk, and so they should be.
- Tobias Renwick NoneThen let me give the short answer first. To be precise, the brain is built and runs inside your own Snowflake account. We do not copy your data to a platform of ours. The trade-off is that your team owns more of the access decisions, but I think for a pensions administrator that is the right trade.
- Craig Paterson NoneAye, that'll go down well. Can we have that on one page? They like one page.
- Tobias Renwick NoneYes. I will send a single page describing the data flow, the roles we need, and what we can see. I would rather you check it against what I say than take it from me.
- Craig Paterson NoneRight. Just to flag where we are, I'll read what the admin console says. Two connectors showing green. One amber, that's the helpdesk, it's waiting on a credential. And the fourth is not configured yet.
- Tobias Renwick NoneThank you, that is helpful. So to confirm what each one is: the call recorder, the helpdesk, the accounting system, and a fourth that you have not chosen?
- Craig Paterson NoneThat's it. The call recorder and the accounting system are the green ones. The fourth, the scheme-relationship managers are still arguing about. I'll keep an eye on it, but I'd not hold your breath.
- Tobias Renwick NoneThat is fine, and the four is a hard limit on your tier, so I would rather you chose carefully than quickly. If you find you want a fifth, that is a separate conversation, and not one for me to decide on this call.
- Craig Paterson NoneAye, and not one for me either. That'd be a commercial thing, so that goes to the folk who sign. I just run the connectors.
- Tobias Renwick NoneUnderstood. Then let me say what happens in the next few weeks, and tell me if it does not fit. The Starter set-up is four weeks. You are in the second. The first aim is that all your chosen connectors load, and the first full nightly refresh completes.
- Craig Paterson NoneWhat time does the nightly one finish?
- Tobias Renwick NoneBy 07:00 your local time on business days. That is the commitment on every tier. If one morning it is not, I would like you to raise it, with whatever you have.
- Craig Paterson NoneI'll not raise anything without a screenshot or a log, so you'll get both. And while we're on it, what I care about is the change window. If the refresh is going to move, I need to be told before, not after. Last supplier moved it on a Monday and I found out from a trustee.
- Tobias Renwick NoneThat is a reasonable thing to ask, and the honest answer is that I would want the same in your position. We will agree a window with you in advance, and any change to it goes to you first, in writing. I will not put a date on any tooling for that in writing, but the practice I can commit to.
- Craig Paterson NoneThat's fine. I'd rather a person told me than a tool.
- Tobias Renwick NoneGood. Let us talk about the helpdesk credential, since that is the amber one. What do you need from your side to finish it?
- Craig Paterson NoneA service account, really. Our IT folk created it last week but it's got the wrong permissions. It's reading tickets but not the member category. That's the connector timing out, more or less, it can't see the fields.
- Tobias Renwick NoneSo the account exists, but it cannot read the category field. Then I would ask for read access only, to tickets and their fields, and nothing that writes. Is that how it was created?
- Craig Paterson NoneRead only, aye. I'll ask them to add the field. I'll have it back to you tomorrow, or Friday at the latest.
- Tobias Renwick NoneThank you. And one thing I should be honest about: member-query tickets will contain personal data. Your security team may want to decide whether some fields are excluded from the index. We can do that. It is better to decide it before the first load than after.
- Craig Paterson NoneAye, that's a conversation for them. I'll put it to them with your one page. Just to flag, they might come back with questions I can't answer.
- Tobias Renwick NoneThen send them to me directly. I would rather answer them myself than have them passed through a third person.
- Craig Paterson NoneRight. Now, users. I see there's fifteen seats. I've been the only one in, more or less. The rest of the scheme-relationship managers I'll let in once I'm happy it's not showing them rubbish.
- Tobias Renwick NoneThat is the sensible order. A brain that answers badly in the first week teaches people not to ask. As a design partner in the first year, you are also in a position to tell us what is awkward, and I would like to hear it from you directly.
- Craig Paterson NoneI'll not be shy about it.
- Tobias Renwick NoneI am relying on that. Let me summarise, so that you have it before the written version. One: you get the service account fixed for the helpdesk, tomorrow or Friday. Two: I send the one page for your security team. Three: your managers decide the fourth connector. Four: we agree the change window in writing. Is there anything I have missed?
- Craig Paterson NoneThe excluded fields. Put that in as well, for the security folk.
- Tobias Renwick NoneYes, five. I will include it, and you will have it in writing today.
- Craig Paterson NoneGrand. That's me, then.
- Tobias Renwick NoneThank you, Craig. Speak soon.
- Craig Paterson NoneCheers, Tobias. Bye for now.
Callsmade from