onboarding runbook

documentation/runbooks/RUNBOOK-onboarding-draft-v3.md

@@ -0,0 +1,93 @@
+# DRAFT R-3 — Friend-alpha onboarding runbook (operator)
+
+> **Status: DRAFT, pre-rehearsal.** Generalized from `runbooks/RUNBOOK-rehearsal-v3.md` (S1–S8) and
+> the shipped claim/escrow/self-bind flows. The N100 rehearsal EXECUTES this document; every
+> `[REFINE]` slot gets filled from its friction notes, then this graduates to
+> `documentation/runbooks/RUNBOOK-onboarding.md` and the rehearsal item collapses.
+> Scope: **appliance hardware only** (BYO track is R-1/Peti, explicitly out of alpha scope).
+
+## A. Before the visit (operator, ~30 min, all remote-doable)
+
+1. **Hub:** create the customer (name, e-mail, domain `<név>.felhom.eu`) — verify the CF tunnel +
+   zone token provisioning completes. Confirm the Day-0 manifest is current (agent, golden,
+   MinAgent) and the managed-update floor is at the intended release — a stale golden is fine
+   (the floor lifts the box post-install), a stale FLOOR is not.
+2. **Hardware:** the standard appliance + its external HDD. One-time bench prep list:
+   memtest pass, SMART clean, BIOS queue for the single visit in B2.
+3. **Install media:** the **reusable generic pairing ISO** (secret-free, slice C). Only rebuild it
+   when `scripts/` ships a new version — never per-customer. Flash via dd/Rufus-DD.
+   Loader note per firmware: mkimage requires **Secure Boot OFF** (F1); record the board model +
+   loader choice in the customer record.
+4. **Paper:** the tester one-pager (R-11, printed or PDF), the tester agreement
+   (PETI-agreement sibling), and the recovery-code envelope step rehearsed in your head — the
+   escrow ceremony is the one moment that must not be rushed.
+
+## B. Install + bind (~15 min wall-clock)
+
+1. Boot the stick. ONE BIOS visit: boot order → USB, Secure Boot per loader, **restore-after-AC-loss
+   → Power On** (a power blip must never strand a household).
+2. Unattended install (~3 min) → reboot → pairing mode: the console shows the Hungarian
+   **pairing-code banner**; the box appears under **Unclaimed appliances** at the hub
+   (verify uuid/MAC/SSH fingerprints match the physical box before binding — never bind a
+   fingerprint you didn't read off the console).
+3. **Bind** to the customer. Self-bind path (customer enters the code themselves) preferred when
+   the customer is present — it is the flow real remote onboarding will use. `[REFINE: which path
+   the rehearsal used + friction]`
+4. Watch the event sequence compose (expected: **seconds** between post-enroll legs — enroll →
+   claim-code issue → WG → fast-tick window → tunnel → PBS-DR descriptor poke → controller up →
+   claim e-mail lands → floor lift to current). **Any ~15-minute stall between two legs is a
+   finding** — capture which leg + wall-clocks. `[REFINE: reference wall-clock table from the
+   rehearsal]`
+
+## C. Customer zero script (the customer drives, operator narrates — ~30 min)
+
+This is the friction lens: the customer's hands on the keyboard, the operator's hands OFF.
+
+1. **Claim:** open the claim e-mail → claim the dashboard → set the dashboard password.
+   (R-4 gate: the e-mail must land in inbox, not spam — gmail proven; `[REFINE: freemail.hu
+   result]`.)
+2. **Escrow ceremony:** run the recovery-code wizard → the awaiting card
+   („megerősítésre vár, legfeljebb 15 perc") → flips on ACK. The code goes on paper, into the
+   envelope, into the customer's drawer — **state plainly: without this code, a dead box means
+   the remote backup is unrecoverable; we cannot read it for them.** That sentence is the product.
+3. **Storage:** enroll/format the external HDD via the wizard (customer clicks, operator explains
+   the destructive-confirm).
+4. **First app:** deploy one app the household actually wants (paperless or immich recommended) —
+   through the catalog UI, no shortcuts.
+5. **Sharing:** enable „Megosztás", set the household SMB password, create one share; open
+   `\\NÉV` from their own laptop. (Set expectations per the one-pager: device list may lag on
+   some routers; the address always works.)
+6. **Protection proof — the customer performs a restore, unassisted** (this step IS the
+   capability-map evidence, per customer): drop a file on the share or into the app → „Távoli
+   mentés most" → wait for the snapshot → delete the file → the customer restores it via
+   **Visszaállítás** with the operator silent. If they can't without help, that's an R-11/UX
+   finding, not a customer failure — write it down verbatim. `[REFINE: rehearsal friction notes]`
+7. **Alerts sanity:** show them what an alert e-mail looks like (the health-degradation mail);
+   confirm their address receives it.
+
+## D. Handover (10 min)
+
+- Walk the one-pager together: what it does, what it doesn't do yet, how to report.
+- Reporting channel: **support@felhom.eu** (catch-all already delivers it) + the personal channel
+  for the friend circle. „Ha bármi furcsa: e-mail vagy üzenet, screenshot ha van."
+- Sign the tester agreement. Leave the one-pager with them.
+- Operator record: board model + loader, drive serials, claim date, escrow ACK timestamp,
+  friction notes.
+
+## E. Operator post-checks (same day, remote)
+
+1. Hub: customer row green; Offsite → Restic tab shows the first bytes within a report cycle;
+   PBS-DR gauge nominal (first PBS run on its own schedule — note, don't wait).
+2. Floor convergence: controller at current, agent at MinAgent+.
+3. Route friction notes: UX items → ROADMAP; one-pager corrections → R-11; runbook corrections →
+   this doc.
+
+## F. Standing rules
+
+- Never perform steps C1–C6 *for* the customer. The script's value is watching them do it.
+- Never handle the recovery code — see it into the envelope, never into your hands or a photo.
+- One onboarding per day maximum during alpha — the friction notes are the point, and they
+  degrade after the first.
+- Post-rehearsal checklist item: rebuild the golden to the current controller before the FIRST
+  real tester (fresh boxes shouldn't sit in a stale window longer than needed), and re-verify the
+  Day-0 manifest after every controller release during alpha.