Ardcarne Life Assurance - Onboarding Plan

The executed order form remains the reference for price and terms. Where this plan and the order form differ, the order form decides.

Where we are today

• The security review ran through the July outage and has concluded. Ardcarne chose to proceed, and we will not reopen the review during onboarding.
• The subscription is live from 1 Oct 2026, and only a small number of people have signed in so far. This is normal at this stage and is the main thing this plan is designed to change.
• There are no open support tickets and no overdue invoices.
• The Enterprise entitlements, including single sign-on, SCIM and the executive sponsor, are part of the contract and are scheduled in the phases below.

Roles and responsibilities

I will make sure that every action in this plan has one named owner on each side. Where Ardcarne has not yet named a person, the action stays with the sponsor until it is assigned.

Phase one: Foundations

Goal: a secure, correctly configured brain with the right people able to sign in.

• Confirm the Snowflake environment and the access BB-Demo needs to run inside it.
• Configure single sign-on and SCIM so that joiners and leavers follow Ardcarne's own directory.
• Agree administrator roles. We recommend at least two administrators from the start, so that one person leaving never leaves the brain without an owner.
• Record the DORA and Central Bank of Ireland points Ardcarne wants evidenced in the operating model, and confirm where each is documented.

Exit test: the sponsor and the IT and security lead confirm in writing that access and security configuration are as agreed.

Phase two: Connect the sources

Goal: the sources behind the single broker view are connected and loading.

• Agree the list of systems to connect first, in priority order, within the Enterprise connector allowance.
• Connect the CRM and the helpdesk first, as these carry most of the broker and service history.
• Add call recordings, email and the document store once the first two are loading reliably.
• Check each connector against the nightly refresh: data should be complete by the start of the business day, Dublin time, on business days.
• For each connector, record the date it went live so that any promised go-live commitment in the order form can be checked against it.

Exit test: records are indexed from every agreed source, and the count of records is rising from one week to the next rather than flat.

Phase three: One view of each broker firm

Goal: broker distribution and customer service ask the same questions and get the same answers.

• Agree the definition of a broker firm with the data owner, including how duplicates and trading names are handled.
• Build the first set of pages and saved questions around the broker firm: activity, open service issues, recent conversations and contacts.
• Run a working session with broker distribution and a separate one with customer service, using Ardcarne's own data throughout.
• Capture the questions people ask that the brain cannot yet answer. These feed the next round of connector and data work.

Exit test: both teams can answer the agreed set of broker questions without opening the source systems.

Phase four: Adoption and handover

Goal: regular use across the licensed user group, and a clear owner for the brain inside Ardcarne.

• Roll out in waves by team rather than all at once, starting with the people who handle broker queries every day.
• Offer short practical sessions for each wave, with written follow-up after each.
• Review who is asking questions. If a small number of people ask most of them, we will widen the circle before onboarding is closed.
• Agree the rhythm for the first adoption review and the quarterly reviews that follow.
• Hand over to the regular customer success cadence, with the executive sponsor introduced by Matteo Ricci.

Exit test: use is spread across both teams, questions asked are growing, and Ardcarne names its own internal owner for the brain.

Service expectations during onboarding

As an Enterprise customer, Ardcarne receives the Enterprise service levels in the order form, including the Enterprise availability commitment, the fastest priority one response time and service credits for both availability and data freshness. Any ticket raised during onboarding is handled at that level. Please raise issues through the helpdesk so that response times can be measured from timestamps.

Governance

• Weekly check-in between Elena Novak and the Ardcarne sponsor, with written actions sent the same day.
• Phase review at the end of each phase, against the exit tests above.
• Escalation goes first to Elena Novak, then to Matteo Ricci for anything that touches commercial terms or scope.

Risks we are watching

Next steps

• Elena Novak will send the kick-off agenda to the Ardcarne sponsor before the first meeting.
• Ardcarne will name the sponsor, the IT and security lead and the broker data owner at kick-off.
• Matteo Ricci will confirm the executive sponsor introduction once phase one is complete.
• Dates for each phase will be agreed with Ardcarne at kick-off and recorded in the written actions that follow it.

Kind regards, Elena