# DRAFT R-3 — Friend-alpha onboarding runbook (operator)

> **Status: DRAFT, post-rehearsal — all `[REFINE]` slots filled 2026-07-18.** Generalized from
> `runbooks/RUNBOOK-rehearsal-v3.md` (S1–S8) and the shipped claim/escrow/self-bind flows, then
> refined against the N100 rehearsal that executed it
> (`tests/VALIDATION-n100-rehearsal-2026-07-18.md`). Every step here has been walked on real
> hardware **except C7**, the customer-performed restore.
>
> **It graduates to `RUNBOOK-onboarding.md` when C7 has evidence** — that step is simultaneously the
> last unwalked step of this script and the capability map's last MISSING customer-facing row, so
> one execution closes both. Until then this stays a DRAFT.
>
> Scope: **appliance hardware only** (BYO track is R-1/Peti, explicitly out of alpha scope).
> Three steps below carry **interim workarounds for known defects** (R-31, R-36, R-39) — they are
> marked inline and should be deleted from this runbook the moment those items ship.

## 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. *The rehearsal proved the lift:
   a 0.143.0 golden reached 0.145.0 in **5 s**, unattended, inside the first minute of controller
   life.* Even so, **rebuild the golden before the first real tester** — proven-recoverable is not
   a reason to ship stale.

   **Mint the self-bind link now** ("Send self-bind link" on the customer's Setup tab). It is valid
   for **7 days**, and doing it here means the console banner's „e-mailben kapott link" is already
   true when the customer first looks at the screen. See B3.
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 — **the rehearsal used the SELF-BIND path, and it is now the default for
   this runbook.** Mint the link with **"Send self-bind link"** on the customer's Setup tab; the
   customer opens it and completes the public two-factor `/bind/<token>` page (console pairing code
   + retrieval passphrase). The 2026-07-18 run bound in **60 s from mint to consume, with zero failed
   attempts**, and the credential was delivered **26 s later** with no operator action.

   > **Send the self-bind link BEFORE the customer sees the console.** The console banner tells them
   > to use „az e-mailben kapott link" — if the link has not been minted yet, the box is instructing
   > the customer to look for something that does not exist. In the rehearsal the box sat in pairing
   > mode for **~11.7 minutes** waiting on the operator, printing failures the whole time (R-33).
   > Mint it during step A1 if you can; the token is valid for **7 days**, so there is no reason to
   > wait. Auto-minting on customer create/RESET is R-36.

   Operator-bind on the Hosts page remains the fallback when the customer is not present or the
   token has expired.
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.

   **Reference wall-clocks — measured on the N100, 2026-07-18** (`tests/VALIDATION-n100-rehearsal-2026-07-18.md`).
   Compare against these; a leg that takes minutes where this table says seconds is the finding:

   | Leg | Expect |
   |---|---|
   | Blank-metal boot → registered as an unclaimed appliance | **< 1 s** (same second) |
   | Bind → credential delivered | **26 s** |
   | Bind → agent enrolled + WG tunnel up | **56 s** |
   | Bind → controller running the CURRENT version | **2 min 44 s** |
   | Credential delivered → day-0 provision SUCCESS | **2 min 11 s** |
   | Managed-floor lift (golden version → current) | **5 s**, unattended |
   | Drive enrol: destructive-confirm → usable (incl. mkfs) | **~30 s** |
   | Escrow ceremony started → offsite runs enabled | **12 s** |

   Note the **PBS-DR descriptor** leg specifically: in the rehearsal it reported `converged` while
   the credential behind it was already stale, leaving the DR tier authenticating `401` with nothing
   surfacing the fault (**R-39**). Until that is fixed, treat "descriptor provisioned" as unproven
   and check `pvesm status` on the box during step E1.

## 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 2026-07-18** — the rehearsal's
   claim mail was the first sent under the tightened DMARC `p=quarantine` and landed in the **Inbox**.
   **freemail.hu is still untested** — if your tester is on freemail.hu, treat step C1 as unproven and
   have them check spam before you conclude the mail was lost.)
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). Expect **~30 s** from the confirm to a usable drive — the wizard runs
   mkfs detached and polls, so a slow format is not a hang.

4. **Offsite:** enable „Távoli mentés". Two operator behaviours here are **workarounds for known
   defects** — follow them until the items ship, and do not improvise:

   > **Click Save exactly ONCE, then wait, then verify.** Provisioning runs synchronously inside the
   > request, so on a slow Hetzner leg the request can return an nginx **504 while succeeding
   > server-side**. A second click races the first attempt. Wait, then confirm on the hub's
   > Offsite → Restic tab rather than believing the browser. (**R-31**)

   > **Re-onboarding an existing customer? Check offsite provisioning by hand.** After a RESET +
   > re-enroll the hub can sit in "enabled but unprovisioned" and **say nothing** — provisioning is
   > *Save*-triggered, and the re-enroll auto-re-issue deliberately skips unprovisioned targets. So
   > an offsite target that looks configured may never have been created. Open the offsite settings
   > and press Save once to force provisioning, then verify. (**R-36**)

   > **Expect the first run to be clean on a NEW customer.** If an **orphan card** appears
   > („a távoli mentési tároló elárvult"), the repo is not new — that is the R-32 case, which fires
   > when a customer's pool directory outlived a RESET. It is safe (the guard moves the old repo
   > aside, never deletes it) but it means the box is writing into a reused directory. Record it.
5. **First app:** deploy one app the household actually wants (paperless or immich recommended) —
   through the catalog UI, no shortcuts.
6. **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.)
7. **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.

   > **⚠ THIS IS THE ONE STEP THE REHEARSAL DID NOT EXECUTE.** Every other step in this document was
   > walked on real hardware on 2026-07-18; C7 was not, so it carries **no friction notes and no
   > evidence** — the capability-map row *"a customer (not the operator) performs a restore via UI
   > alone"* is still **MISSING**. This runbook stays a **DRAFT** until C7 has been performed once.
   > It is remote-doable on the reborn demo box (the dashboard is remote) and does not need the
   > hardware in hand.
8. **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).

   > **Verify the DR tier on the box, not from the hub (R-39, interim).** The agent can report the
   > PBS descriptor `converged` while the credential behind it is stale, and its own verify loop
   > cannot read the credential to notice. Until R-39 ships, SSH to the host and run
   > `pvesm status` — the `felhom-pbs` line must be **active**. A `401 Unauthorized` / `inactive`
   > there means the DR tier is dead despite everything upstream looking green, and it will stay
   > dead silently until someone needs a restore.
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–C7 *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.