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Agent Trust Cloud
BlueprintPage 59
59OPERATING MODEL

Customer Implementation, Support & Organization

Productized implementation is part of the moat: customers should gain control quickly without a permanent services dependency.

Priority
P0
Phase
Launch
Primary owner
COO / Customer Success
Status
Blueprint

Objective

Implementation must feel like security infrastructure deployment, not a long consulting project. The company organization should mirror the product: strong platform engineering, integrations, security research, enterprise solutions and customer reliability.

What to build

  • Implementation sequence: architecture review → read-only discovery → ownership cleanup → policy simulation → selected enforcement → enterprise rollout.
  • Provide deployment runbooks, rollback plans, connector permission guides and success metrics.
  • Support tiers with clear severity SLAs; create incident escalation between support, SRE and security.
  • Initial team: CEO/product, CTO, platform engineers, security engineers, integrations engineers, product designer, solutions architect, enterprise seller, customer success/SRE.
  • Create security advisory capability and external penetration testing budget early.

Implementation decisions

  • Use one customer implementation template with configurable deployment modes.
  • Keep professional services productized: fixed-scope discovery and enforcement packages.
  • Create internal dogfooding by protecting Agent Trust Cloud’s own coding, support and business agents.
  • Establish change-management and release communication suitable for security customers.

Definition of done

  • Pilot deployment can be completed with documented steps and rollback.
  • Support can diagnose using correlation IDs without requesting broad sensitive data.
  • Customer handoff includes owners, policies, integrations, incident contacts and success metrics.

Success metrics

  • Time to production
  • Support response/resolution
  • Implementation services margin
  • Customer health score

OPERATING MODEL

Productized implementation is part of the moat: customers should gain control quickly without a permanent services dependency.