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aurora customer feedback and launch
This document consolidates customer feedback collected during the Aurora Control Center pilot phase... identify patterns that shape the launch criteria for the controlled launch targeted at September 30, 2026.
Recommendation: proceed with controlled launch on September 30, 2026. Northstar Health as wave 1 anchor customer. Meridian Bank conditional on identity readiness...
Customer feedback incorporated into wave 1 qualification criteria. Launch readiness gate requires resolution of AUTH-184 and MIG-101...
Northstar Health, 2026-08-12, "Customer onboarding visibility needs improvement", sentiment: Mixed, linked: OPS-044...
4. Key Themes
Theme 1 — Identity configuration remains the top concern. Every regulated account raised questions about SSO edge cases. Nested group mapping (AUTH-184) and delayed SCIM deprovisioning (AUTH-191) create trust friction. Customers are willing to accept a narrow set of qualified patterns if HelioStack documents them explicitly rather than promising broad coverage.
Theme 2 — Packaging language must be consistent. The transition from “Premium Launch” to “Guided Launch” left inconsistencies in field-facing assets. Cedar Grove Education and Blue Mesa both noted that FAQ documents use different package names. This undermines confidence in the launch criteria and customer readiness narrative.
5. Recommendations
Based on the customer feedback patterns described above, the Customer Success team recommends the following actions ahead of the September 30 controlled launch decision:
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migration weekend support runbookRunbook for the migration weekend support plan: named on-call owner, escalation path, and customer bridge.
Final checklist for the Northstar controlled launch weekend.
Staffing plan references the migration weekend support runbook and assigns Customer Success owner coverage.
Cutover notes: use the approved migration weekend support runbook before publishing the readiness packet.
Slide 8 lists the migration weekend support commitments for Northstar and wave 1 customers.
Weekend rotation schedule includes named escalation leads from the support runbook.
4. Northstar launch feedback
Northstar Health said the launch package must include named support during the first migration weekend. The team flagged this as a condition for a public reference.
This summary is based on 12,840 people who participated in Northstar launch feedback.
Recommendation — keep Northstar in wave 1 only if Customer Success names an on-call launch owner and publishes the weekend support plan before the readiness gate.
Follow-up owners
| Item | Owner | Due |
|---|---|---|
| Name weekend support lead | Customer Success | Aug 16 |
| Publish migration runbook | Solutions | Aug 19 |
| Confirm reference language | Marketing | Aug 21 |
Notes from the August 12 customer call also mention onboarding visibility gaps linked to OPS-044. These should be resolved before the September 30 controlled launch decision.
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