docs(runbooks): onboarding draft v3 -> v4 — post-ship refresh (R-36/R-39 workarounds deleted, HP t740 second datapoint)
Per the 2026-07-21 refresh brief: R-39 interim blocks (B4/E1) and the R-36 manual-Save block (C4) deleted — both shipped and proven live; freemail.hu gate proven (R-4 COMPLETE); golden/floor-lift note now cites two shapes (rehearsal + virgin HP t740 day-0 lift 0.153.0->0.156.0); A3 loader table per operations/nodes.md (N100=mkimage/SB-off per record, HP t740=shim/SB ENABLED); B2 multi-NIC cabled-port gotcha (R-59/R-60 pending); new A5 gate (agent >=0.93.0 deployed box-side before the first escrow ceremony); D offboarding pointer to §G (R-25b). DRAFT status and the C7 graduation gate unchanged. ROADMAP R-25b pointer follows the rename. Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com> Claude-Session: https://claude.ai/code/session_01UuFPHmHNrCJj1VhY6QdDMU
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# DRAFT R-3 — Friend-alpha onboarding runbook (operator)
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> **Status: DRAFT, v4 — refreshed 2026-07-22.** Generalized from
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> `runbooks/RUNBOOK-rehearsal-v3.md` (S1–S8) and the shipped claim/escrow/self-bind flows, refined
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> against the N100 rehearsal that executed it (`tests/VALIDATION-n100-rehearsal-2026-07-18.md`),
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> and now carrying a **second full onboarding datapoint on virgin hardware** — the HP t740
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> (`demo-hp`, 2026-07-21; `operations/nodes.md`, `CONTEXT.md`). This refresh deleted the R-36 and
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> R-39 interim workarounds (both shipped and proven) and updated the freemail/loader/golden notes.
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> Every step here has been walked on real hardware **except C7**, the customer-performed restore.
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>
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> **It graduates to `RUNBOOK-onboarding.md` when C7 has evidence** — that step is simultaneously the
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> last unwalked step of this script and the capability map's last MISSING customer-facing row, so
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> one execution closes both. Until then this stays a DRAFT.
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>
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> Scope: **appliance hardware only** (BYO track is R-1/Peti, explicitly out of alpha scope).
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> One step below still carries an **interim workaround for a known defect** (R-31) — it is marked
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> inline and should be deleted from this runbook the moment that item ships.
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## A. Before the visit (operator, ~30 min, all remote-doable)
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1. **Hub:** create the customer (name, e-mail, domain `<név>.felhom.eu`) — verify the CF tunnel +
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zone token provisioning completes. Confirm the Day-0 manifest is current (agent, golden,
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MinAgent) and the managed-update floor is at the intended release — a stale golden is fine
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(the floor lifts the box post-install), a stale FLOOR is not. *The current golden (0.153.0)
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carries all four infra images, and the floor-lift is now proven on TWO shapes:* the rehearsal
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(0.143.0 → 0.145.0 in **5 s**, unattended — `tests/VALIDATION-n100-rehearsal-2026-07-18.md`)
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AND a virgin board on first contact (0.153.0 → 0.156.0 during day-0, HP t740, 2026-07-21 —
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`CONTEXT.md`). Golden freshness before the first real tester is the standing rule in **F** —
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apply it there, don't re-derive it here.
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**Verify the self-bind link went out.** Since hub v0.67.0 (R-36) the link is **auto-minted at
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customer creation and at RESET completion**, so the console banner's „e-mailben kapott link" is
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already true by construction; "Send self-bind link" on the Setup tab is the manual re-mint if
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the customer lost it or the 7-day token expired. See B3.
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2. **Hardware:** the standard appliance + its external HDD. One-time bench prep list:
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memtest pass, SMART clean, BIOS queue for the single visit in B2.
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3. **Install media:** the **reusable generic pairing ISO** (secret-free, slice C). Only rebuild it
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when `scripts/` ships a new version — never per-customer. Flash via dd/Rufus-DD.
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Loader per firmware — record the board model + loader choice in the customer record; full
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fleet inventory in `operations/nodes.md`:
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| Board / firmware | Loader | Secure Boot |
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|---|---|---|
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| N100 (AMI AN3PLUS) | `mkimage` | **OFF** — that firmware can't relocate the signed GRUB (F1, `tests/VALIDATION-n100-baremetal-2026-07-16.md`) |
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| **HP t740 (AMI M42)** | **`shim`** | **ENABLED** (proven 2026-07-21, `operations/nodes.md`) |
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**SB-off is a per-firmware workaround, not a Felhom requirement** — the shim loader boots with
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Secure Boot enforcing on firmware that handles it (the HP proved it).
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4. **Paper:** the tester one-pager (R-11, printed or PDF), the tester agreement
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(PETI-agreement sibling), and the recovery-code envelope step rehearsed in your head — the
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escrow ceremony is the one moment that must not be rushed.
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5. **Agent train ≥ v0.93.0 on the customer's box before the FIRST real tester's escrow ceremony.**
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v0.93.0 removes the four hyphenated EFF words from the recovery-code generator
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(`felhom-agent/CHANGELOG.md` v0.93.0, 2026-07-21) — ceremonies run **box-side**, so the fix
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protects a ceremony only once the train is **BUILT + DEPLOYED to that box**; source-only does
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not count. Already-issued codes stay valid.
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## B. Install + bind (~15 min wall-clock)
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1. Boot the stick. ONE BIOS visit: boot order → USB, Secure Boot per loader, **restore-after-AC-loss
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→ Power On** (a power blip must never strand a household).
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2. Unattended install (~3 min) → reboot → pairing mode: the console shows the Hungarian
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**pairing-code banner**; the box appears under **Unclaimed appliances** at the hub
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(verify uuid/MAC/SSH fingerprints match the physical box before binding — never bind a
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fingerprint you didn't read off the console).
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> **Multi-NIC gotcha: verify the CABLED port got the DHCP lease during the install.** On the
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> HP t740 the cable was on the 4-port expansion card, which gets **no lease** — and instead of
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> aborting, the installer baked its `192.168.100.2` fallback as a **static** config and
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> completed: a box that looked installed and could never call home
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> (`operations/nodes.md` — the NIC map and the trap; filed as **R-59** hard-abort and **R-60**
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> first-boot NIC sweep, both pending). Until those ship, on any multi-NIC board confirm at the
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> installer's network step that the interface holding the lease is the one with the cable.
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3. **Bind** to the customer — **the rehearsal used the SELF-BIND path, and it is now the default for
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this runbook.** The link is already in the customer's inbox (auto-minted at creation, A1); the
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customer opens it and completes the public two-factor `/bind/<token>` page (console pairing code
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+ retrieval passphrase). The 2026-07-18 run bound in **60 s from mint to consume, with zero failed
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attempts**, and the credential was delivered **26 s later** with no operator action. **Second
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datapoint, virgin hardware:** the 2026-07-21 HP t740 onboarding walked the full chain — register
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→ pairing banner → unclaimed list → self-bind (code + passphrase) → day-0 → dashboard — on
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hardware the system had never seen (`CONTEXT.md` 2026-07-21 entry, `operations/nodes.md`).
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> **The self-bind link exists BEFORE the customer sees the console.** The console banner tells
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> them to use „az e-mailben kapott link" — since hub v0.67.0 (R-36) the link is auto-minted at
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> customer creation and RESET completion, so the banner is true by construction (in the
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> pre-auto-mint rehearsal the box sat in pairing mode for **~11.7 minutes** waiting on the
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> operator, printing failures the whole time — R-33). Verify the mint in A1; the token is valid
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> for **7 days**.
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Operator-bind on the Hosts page remains the fallback when the customer is not present or the
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token has expired.
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4. Watch the event sequence compose (expected: **seconds** between post-enroll legs — enroll →
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claim-code issue → WG → fast-tick window → tunnel → PBS-DR descriptor poke → controller up →
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claim e-mail lands → floor lift to current). **Any ~15-minute stall between two legs is a
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finding** — capture which leg + wall-clocks.
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**Reference wall-clocks — measured on the N100, 2026-07-18** (`tests/VALIDATION-n100-rehearsal-2026-07-18.md`).
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Compare against these; a leg that takes minutes where this table says seconds is the finding:
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| Leg | Expect |
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| Blank-metal boot → registered as an unclaimed appliance | **< 1 s** (same second) |
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| Bind → credential delivered | **26 s** |
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| Bind → agent enrolled + WG tunnel up | **56 s** |
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| Bind → controller running the CURRENT version | **2 min 44 s** |
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| Credential delivered → day-0 provision SUCCESS | **2 min 11 s** |
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| Managed-floor lift (golden version → current) | **5 s**, unattended |
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| Drive enrol: destructive-confirm → usable (incl. mkfs) | **~30 s** |
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| Escrow ceremony started → offsite runs enabled | **12 s** |
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The **PBS-DR descriptor** leg no longer needs special distrust: the DR tier now self-detects a
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dead credential (a loud `auth_failed`) and self-heals via damped re-issue, and the hub gauge is
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trustworthy (**R-39 CLOSED, proven live 2026-07-21** — hub 0.68.1 + agent 0.91.2, the 13 s
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re-issue chain `applied → auth_failed → applied`; `backlog/ROADMAP.md` R-39).
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## C. Customer zero script (the customer drives, operator narrates — ~30 min)
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This is the friction lens: the customer's hands on the keyboard, the operator's hands OFF.
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1. **Claim:** open the claim e-mail → claim the dashboard → set the dashboard password.
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(R-4 gate: the e-mail must land in inbox, not spam. **gmail PROVEN 2026-07-18** — the rehearsal's
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claim mail was the first sent under the tightened DMARC `p=quarantine` and landed in the **Inbox**.
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**freemail.hu PROVEN 2026-07-21** — an operator test-send was received at a freemail.hu address;
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R-4 is COMPLETE (`backlog/ROADMAP.md` R-4). Keep the habit anyway: if a mail seems missing, have
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them check spam before you conclude it was lost.)
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2. **Escrow ceremony:** run the recovery-code wizard → the awaiting card
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(„megerősítésre vár, legfeljebb 15 perc") → flips on ACK. The code goes on paper, into the
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envelope, into the customer's drawer — **state plainly: without this code, a dead box means
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the remote backup is unrecoverable; we cannot read it for them.** That sentence is the product.
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3. **Storage:** enroll/format the external HDD via the wizard (customer clicks, operator explains
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the destructive-confirm). Expect **~30 s** from the confirm to a usable drive — the wizard runs
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mkfs detached and polls, so a slow format is not a hang.
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4. **Offsite:** enable „Távoli mentés". One operator behaviour here is a **workaround for a known
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defect** — follow it until the item ships, and do not improvise:
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> **Click Save exactly ONCE, then wait, then verify.** Provisioning runs synchronously inside the
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> request, so on a slow Hetzner leg the request can return an nginx **504 while succeeding
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> server-side**. A second click races the first attempt. Wait, then confirm on the hub's
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> Offsite → Restic tab rather than believing the browser. (**R-31**, still open)
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The old re-onboarding manual-Save check is gone: since hub v0.67.0 (R-36 SHIPPED,
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`backlog/ROADMAP.md`) an enabled-but-unprovisioned offsite target raises an **amber banner on
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the customer page** naming the state and the fix — trust the banner.
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> **Expect the first run to be clean on a NEW customer.** If an **orphan card** appears
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> („a távoli mentési tároló elárvult"), the repo is not new — that is the R-32 case, which fires
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> when a customer's pool directory outlived a RESET. It is safe (the guard moves the old repo
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> aside, never deletes it) but it means the box is writing into a reused directory. Record it.
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5. **First app:** deploy one app the household actually wants (paperless or immich recommended) —
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through the catalog UI, no shortcuts.
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6. **Sharing:** enable „Megosztás", set the household SMB password, create one share; open
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`\\NÉV` from their own laptop. (Set expectations per the one-pager: device list may lag on
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some routers; the address always works.)
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7. **Protection proof — the customer performs a restore, unassisted** (this step IS the
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capability-map evidence, per customer): drop a file on the share or into the app → „Távoli
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mentés most" → wait for the snapshot → delete the file → the customer restores it via
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**Visszaállítás** with the operator silent. If they can't without help, that's an R-11/UX
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finding, not a customer failure — write it down verbatim.
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> **⚠ THIS IS THE ONE STEP THE REHEARSAL DID NOT EXECUTE.** Every other step in this document was
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> walked on real hardware on 2026-07-18; C7 was not, so it carries **no friction notes and no
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> evidence** — the capability-map row *"a customer (not the operator) performs a restore via UI
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> alone"* is still **MISSING**. This runbook stays a **DRAFT** until C7 has been performed once.
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> It is remote-doable on the reborn demo box (the dashboard is remote) and does not need the
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> hardware in hand.
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8. **Alerts sanity:** show them what an alert e-mail looks like (the health-degradation mail);
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confirm their address receives it.
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## D. Handover (10 min)
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- Walk the one-pager together: what it does, what it doesn't do yet, how to report.
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- Reporting channel: **support@felhom.eu** (catch-all already delivers it) + the personal channel
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for the friend circle. „Ha bármi furcsa: e-mail vagy üzenet, screenshot ha van."
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- Sign the tester agreement. Leave the one-pager with them.
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- Operator record: board model + loader, drive serials, claim date, escrow ACK timestamp,
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friction notes.
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- If this relationship ever ends, the levers are **RULED and shipped** (R-25b, hub v0.69.0/v0.70.0,
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TASK-I): full teardown = the guided **DELETE cascade**; identity-preserving re-onboarding =
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**RESET** (the Friday flow). Which lever and why: **§G below**.
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## E. Operator post-checks (same day, remote)
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1. Hub: customer row green; Offsite → Restic tab shows the first bytes within a report cycle;
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PBS-DR gauge nominal (first PBS run on its own schedule — note, don't wait). The gauge is
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trustworthy: since R-39 closed (hub 0.68.1 + agent 0.91.2, proven live 2026-07-21 —
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`backlog/ROADMAP.md` R-39), a dead DR credential surfaces as a loud `auth_failed` and self-heals
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via damped re-issue; no manual `pvesm status` check is needed.
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2. Floor convergence: controller at current, agent at MinAgent+.
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3. Route friction notes: UX items → ROADMAP; one-pager corrections → R-11; runbook corrections →
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this doc.
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## F. Standing rules
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- Never perform steps C1–C7 *for* the customer. The script's value is watching them do it.
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- Never handle the recovery code — see it into the envelope, never into your hands or a photo.
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- One onboarding per day maximum during alpha — the friction notes are the point, and they
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degrade after the first.
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- Post-rehearsal checklist item: rebuild the golden to the current controller before the FIRST
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real tester (fresh boxes shouldn't sit in a stale window longer than needed), and re-verify the
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Day-0 manifest after every controller release during alpha.
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## G. Offboarding — which lever to pull (hub v0.69.0, R-25b)
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Two levers, and they are not interchangeable:
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- **Ügyfél-visszaállítás (RESET)** — *identity-preserving re-onboarding*. Every operational trace
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dies (offsite repository, PBS namespace, DR recipe, one-time password, claim state); the customer
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record, the basic config and the audit history survive. This is Peti's Friday flow: the same
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customer coming back on new hardware. RESET still **refuses while any host row exists** — delete
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the host(s) first, on purpose.
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- **Delete customer… (the DELETE cascade)** — *full teardown, the customer is leaving*. One guided
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dialog shows the live inventory, takes **three acknowledgements** (1: the host(s) will be deleted,
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custody demoted not destroyed; 2: the customer will be RESET incl. external teardown and offsite
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data destruction; 3: the record and ALL escrow ciphertext are purged) plus the **typed
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customer-id**, then runs `hosts → RESET → purge` in that order.
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Notes for the operator:
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- An **ONLINE host refuses the whole cascade** — decommission the box first (a live agent would get
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permanent 401s). The dialog says so and disables the button.
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- If a leg fails (a slow Hetzner call), **nothing is left half-forgotten**: the journal is retained,
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the error names the leg, and re-opening the dialog offers **Resume**. Completed legs are no-ops.
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- The **audit event stream survives** the delete — the customer_deleted event and the host-deletion
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provenance outlive the record, by design.
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- **A deleted customer disappears from the Customers list immediately** (hub v0.70.0). If one lingers
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with a `MANUAL` config badge, it is a **ghost** left by a pre-v0.70.0 delete: the record is gone but
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its report stream survives, which both keeps it on the list and keeps the staleness/offsite checkers
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emailing you about it. Open **Delete customer…** on it and confirm — the dialog labels it as a ghost
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and the cascade clears the residue. (With no config row the Hetzner leg cannot be determined and is
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recorded as `skipped_no_config` — verify the Hetzner side by hand for that customer.)
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