Owner: Technical Account Manager
Applies to: every new account, all tiers.
Goal: one measurable outcome agreed at kickoff, tested against a real event within 90 days.
Stakeholder map, Success Criterion agreed in writing, technical scope defined.
Exit criteria: org created, admin trained, severity levels configured, first test incident run.
Exit criteria: account is live and stable. The Success Criterion can't be measured until a real incident occurs, this window may pass with nothing to report, and that's expected, not a miss.
Exit criteria: first real incident worked end to end, Success Criterion measured against it, postmortem published.
Account: Growth tier, $14,000 ARR, e-commerce
Stakeholders: Aisha Bello, Founding Engineer, sole decision-maker on a 2-person team. No Economic Buyer expected at this stage.
Kickoff: August 24, 2026
Success Criterion: average incident acknowledgment time under 15 minutes within 60 days.
Day 1-2 (Aug 24-26): AWS environment connected to PulseOps, Aisha trained on incident declaration and severity tagging. Complete.
Day 3 (Aug 26): INC-1 run to validate the workflow, checkout API returning 500s during a traffic spike. Acknowledged in 8 minutes, resolved in 10. Root cause: under-provisioned service instance. Action item: autoscaling added. Postmortem published.
Result: Success Criterion met on day 3, 8 minutes against a 15-minute target. Milestone review confirming this was logged September 4.