Customer Facing Packaging

:::info Source Sourced from docs/roadmap/customer-facing-packaging.md in the documentation repo. :::

Execution-layer companion to ROADMAP.md.

For each slice, this document defines exactly what customers see, what they can buy, the pricing tier, the onboarding flow, the documentation they need, and the support expectations. Packaging is the bridge between engineering readiness and go-to-market.

0. Packaging Vocabulary

Term	Meaning
Tier	A purchasable plan: Starter, Team, Business, Enterprise, Healthcare, Marketplace-Provider
Feature flag	Default-off capability toggled per tenant
Entitlement	A feature tied to a tier (e.g., SSO is Business+)
Seat	A licensed user slot in a plan
Pilot	Non-public paid engagement with design partners

1. Slice 0 — Platform Foundation (M0)

Customer-facing? No. Internal only. Design-partner NDAs being signed.

What customers see: Nothing yet. Internal demos only.

What customers can buy: Pilot LOIs (non-binding).

Pricing tier: N/A.

Onboarding flow: N/A.

Docs required: Internal architecture + security FAQs for sales conversations.

Support: N/A.

2. Slice 1 — Minimal Learner (M1)

Customer-facing? Yes, to 3–5 paid pilot design partners.

What customers see:

• Learner web PWA + Capacitor mobile app
• Tenant admin console (invite learners, manage licenses, view progress, device list)
• Player with AI tutor + offline bundle management
• Sync Center + Bundle Manager
• Public cert-verify page
• Transcript & progress for learners

What customers can buy:

• Pilot — flat per-tenant fee for a 3-month engagement with ≤ 500 learners, includes everything in M1.

Pricing tier:

Tier	Included
Pilot	Full M1 feature set; weekly check-ins; feedback SLA ≤ 48 h

Onboarding flow:

1. Sales engagement → pilot agreement + NDA.
2. Tenant provisioning by CSM.
3. Learner import (CSV via internal tool at M1; self-serve CSV import arrives at M4).
4. Content ingestion: operator-assisted JSON + asset uploads (authoring UI arrives at M2).
5. Device binding flow for offline learners.
6. Kick-off training + 2-hour admin workshop.
7. Weekly feedback call; biweekly product review.

Docs required:

• Pilot playbook (internal).
• Learner quick-start.
• Offline usage guide.
• AI tutor explainer + safety + provenance guide.
• Admin console walkthrough.
• Support escalation path.

Support expectations:

• Dedicated Slack / Teams channel.
• Business-hours response ≤ 4 h for issues; ≤ 1 h for Sev1.
• On-call engineering rotation.
• Weekly release notes.

Feature flags default at launch: AI Tutor ON per-tenant opt-in; Offline ON; Local AI ON on supported devices.

3. Slice 2 — Authoring MVP + AI Co-Author MVP (M2 first half)

Customer-facing? Yes — transitions pilots to self-serve authoring.

What customers see (new):

• Authoring editor (blocks, AI co-author, submit for review, publish)
• HTML5 export download
• Draft catalog browsing (in-tenant) + locale switch
• Course detail pages

What customers can buy (additive):

• Team tier — up to 50 learners, 5 authors; includes S1 + S2 features.
• Pilot transitions to Team automatically at pilot end.

Pricing tier:

Tier	Seats	AI credit	Offline	Authoring	Price shape
Starter	10 learners / 1 author	Basic monthly AI credits	Yes	No AI co-author	Per-tenant monthly
Team	50 learners / 5 authors	Team monthly credits	Yes	AI co-author MVP	Per-tenant monthly + per-seat
Business (preview)	250 seats	Business credits	Yes	Full M2 authoring	Per-tenant + per-seat

Onboarding flow:

• Self-serve signup → email verify → tenant wizard (name, region, plan).
• Guided onboarding inside app: invite team, create first draft with "AI helps you start", publish.
• Offline opt-in prompt.
• Sample content library prefilled for first course.

Docs required (new):

• Authoring user guide with "AI Co-Author" chapter.
• Publish + versioning guide.
• Catalog + visibility settings guide.
• Locale + translation basics.

Support expectations:

• Starter: community + docs.
• Team: email support, 1-business-day response.
• Business: email + chat, 4-hour response.

4. Slice 3 — Marketplace MVP (M2 second half)

Customer-facing? Yes — revenue starts.

What customers see (new):

• Marketplace browse + course detail + checkout
• Provider console: listings, pricing, sales dashboard, payouts
• Buyer receipts + refunds + license management
• SCORM 1.2 export download
• Public certificate verification
• Webhooks admin

What customers can buy (additive):

• Marketplace-Provider tier — any tenant can opt in; 15 % revenue share; KYC required for payouts.
• Individuals buy courses directly (no tenant required beyond Individual).

Pricing tier:

Tier	Added
Starter	Can buy from marketplace
Team	+ Can sell marketplace (as secondary); + webhooks
Business	+ Multi-processor billing; + SCORM 1.2 export
Marketplace-Provider (opt-in)	Revenue share 15 %, KYC, payouts schedule, moderation access

Onboarding flow:

• Marketplace browsing available to anyone signed-in (or public read-only).
• Checkout uses saved payment methods; supports 3DS + guest checkout for individual purchases.
• Provider KYC flow through billing processor.
• First payout scheduled after minimum-seller thresholds.

Docs required (new):

• Marketplace buyer guide.
• Marketplace provider guide (listings, pricing, moderation).
• SCORM 1.2 interop guide for customer LMSs.
• Refund + tax + payout FAQ.
• Webhook subscription guide.

Support expectations:

• Checkout issues prioritized Sev2 or higher.
• Payout disputes have 5-business-day resolution SLA.
• Refund self-service inside the 14-day window.

5. Slice 4 — Compliance + Enterprise (M3)

Customer-facing? Yes — enterprise contracts.

What customers see (new):

• SAML / OIDC SSO + SCIM user provisioning
• Full RBAC + ABAC + org-unit hierarchy + dynamic groups
• Assignment engine (RRULE) + compliance dashboards + escalation + reassignment
• SCORM 2004 + xAPI + cmi5 export + LRS endpoints
• Certificate templates + recertification flows
• AI admin insight v1 (training recommendations, outdated detection, auto-tag)
• Webhooks admin depth; API keys
• AI audit export for compliance officers

What customers can buy (additive):

• Business tier matures: includes compliance + SSO + assignments + API access.
• Enterprise tier: SCIM, per-region data residency commitment (even without multi-region until M5), audit export, premium support, DPA, SOC 2 Type I.

Pricing tier:

Tier	Added
Business	Compliance + SSO + SCIM + Assignments + SCORM 2004/xAPI + AI admin v1
Enterprise	+ Dedicated CSM; DPA; SOC 2 reports; priority support; AI audit export; API + webhook quotas raised; role-based pricing

Onboarding flow:

• Enterprise: sales-led; mutual NDA; SOW; SSO config session; SCIM integration; pilot rollout plan; CSM assignment.
• Business self-serve: SSO wizard, role templates library, starter assignment library.

Docs required (new):

• Enterprise deployment guide.
• SSO configuration per IdP (Okta / Azure AD / Google / custom).
• SCIM integration.
• Compliance + audit export workflow.
• EU AI Act capability sheet per feature.
• SCORM 2004 / xAPI / cmi5 integration guide.

Support expectations:

• Business: business-hours chat + email, 4-hour SLA.
• Enterprise: 24×7 Sev1, 8×5 Sev2; dedicated CSM; quarterly business reviews; phone line.

6. Slice 5 — Full Authoring + Offline Authoring (M4)

Customer-facing? General Availability.

What customers see (new):

• Full authoring parity: live collab, comments, offline drafts, conflict UI, AI image generation, full TTS, advanced branching scenarios, all block types.
• Localization with AI translation + tenant glossaries.
• Hybrid + personalized search.
• LTI 1.3 embedding into partner LMSs.
• Full certificate templates + Open Badges v3.
• Self-serve CSV import.
• Full media pipeline (transcoding, captions, transcripts, TTS library).

What customers can buy (additive):

• All tiers receive feature uplift matching their entitlements.
• New optional add-ons: extra AI credits pack; additional author seats.
• Partner-integration channel opens (Zapier, Make, Slack).

Pricing tier:

Tier	Included at GA
Starter	All learner + basic authoring; limited AI credits
Team	+ Full authoring; offline authoring; collab; AI translate + TTS + image
Business	+ SCIM; compliance; webhooks; API keys; SCORM 2004 + xAPI; LTI 1.3
Enterprise	+ Dedicated CSM; DPA; SOC 2 Type II; premium support; audit export
Marketplace-Provider	As M3

Onboarding flow:

• Public marketing site + pricing page live.
• In-app onboarding tour per role (learner / admin / author / provider).
• Starter → Team → Business self-serve upgrade.
• Partner integrations catalog.

Docs required (new):

• Full authoring user guide with AI + collab + offline + localization chapters.
• LTI 1.3 integration guide.
• Offline conflict troubleshooting.
• Partner integrations catalog.
• Pricing + upgrade guide.

Support expectations:

• GA tiers supported with SLAs; community channels moderated; quarterly changelog.

7. Slice 6 — Scale + Advanced Insight + Mobile (M5)

Customer-facing? Expansion.

What customers see (new):

• Multi-region hosting (US/EU/ME/AP); per-tenant residency.
• HIPAA tier (BAA + restricted AI providers).
• White-label (custom domain + branding) on higher tiers.
• AI admin insight v2: board summaries, at-risk prediction, outdated content detection depth.
• Advanced personalized recommendations + next-step engine.
• Mobile native features: biometric unlock, widget, background sync.
• Developer marketplace + SDK v1.
• Marketplace scale: bundles, multi-currency, coupons, gifts.

What customers can buy (additive):

• Enterprise+ uplift with multi-region, white-label, and premium AI admin insight.
• Healthcare tier (BAA required, restricted AI providers, limited marketplace).
• Developer marketplace access (API key tiers).

Pricing tier:

Tier	Added
Enterprise+	Multi-region + white-label + AI insight v2 + mobile native
Healthcare	Enterprise+ scope with HIPAA BAA + restricted AI providers
Developer Marketplace	API key tiers with rate/quota matching

Onboarding flow:

• Enterprise+: residency selection + migration rehearsal + white-label config + CSM.
• Healthcare: BAA signed + provider routing configured + restricted AI prompts pinned + audit export.
• Developer: portal signup + sandbox tenant + rate-limit tier selection.

Docs required (new):

• Multi-region administration guide.
• HIPAA BAA customer guide.
• White-label + custom-domain guide.
• Developer portal docs + SDK v1.
• AI admin insight v2 interpretation guide.

Support expectations:

• Enterprise+: 24×7 Sev1 + Sev2; monthly business reviews.
• Healthcare: Enterprise+ SLAs plus compliance attestation workflow.
• Developer: tiered community + paid premium support.

8. Entitlement Matrix (Summary)

Legend: ✅ included · ⬛ add-on · ❌ not available.

Capability	Starter	Team	Business	Enterprise	Enterprise+	Healthcare	Marketplace-Provider
Learner + Player + Offline	✅	✅	✅	✅	✅	✅	✅ (for own learners)
AI Tutor	✅	✅	✅	✅	✅	✅ (restricted providers)	✅
Authoring	Basic	✅	✅	✅	✅	✅	✅
AI Co-Author	Basic	✅	✅	✅	✅	✅ (restricted)	✅
Live Collab + Offline Authoring	❌	✅	✅	✅	✅	✅	✅
Marketplace buyer	✅	✅	✅	✅	✅	limited	✅
Marketplace seller	❌	⬛ opt-in	⬛	⬛	⬛	❌	✅ (primary)
SCORM 1.2 export	❌	✅	✅	✅	✅	✅	✅
SCORM 2004 + xAPI + cmi5	❌	❌	✅	✅	✅	✅	✅
SSO (SAML/OIDC) + SCIM	❌	❌	✅	✅	✅	✅	❌
Assignments + Compliance	Basic	Basic	✅	✅	✅	✅	❌
AI admin insight	❌	Basic	✅ v1	✅ v1	✅ v2	✅ v2	❌
API keys + Webhooks	❌	Webhooks	✅	✅	✅	✅	✅
LTI 1.3	❌	❌	✅	✅	✅	✅	✅
Data residency (per region)	❌	❌	Commit	Commit	Multi-region	Multi-region	Commit
HIPAA BAA	❌	❌	❌	⬛	⬛	✅	❌
White-label	❌	❌	❌	⬛	✅	✅	⬛
Mobile native features	Basic	Basic	✅	✅	✅	✅	✅
Support SLA	Community	1 BD	4 h	Premium	Premium+	Premium+	Premium

9. Pricing Philosophy (working)

• Per-tenant base + per-seat for most tiers; margin preserves AI cost exposure.
• AI credits as a separate metered unit on top of every tier to protect from cost runaway.
• No per-feature bolt-ons other than HIPAA + white-label + data residency commitments.
• Discounts for annual prepay (20 %) and multi-year (30 %).
• Transparent refund policy; 14-day money-back for new customers on self-serve tiers.

10. Onboarding Timeline (90-day "moment of value")

Day	Milestone
Day 0	Sign up → tenant provisioned
Day 1	First user invite + first learner enrollment
Day 7	First authored course published (or first imported)
Day 14	Learners using AI tutor + offline
Day 30	First recurring assignment live (Business+)
Day 60	Dashboards show measurable completion + compliance progress
Day 90	Customer achieves "moment of value": measurable training ROI; renewal discussion triggered

11. Support + CSM Matrix

Tier	Support channels	Response SLA	CSM	Review cadence
Starter	Docs + community	Best-effort	None	—
Team	Email + docs	1 BD	None	—
Business	Email + chat + docs	4 h	Pooled	Quarterly
Enterprise	+ Phone + Sev1 24×7	1 h Sev1, 4 h Sev2	Named	Quarterly + ad-hoc
Enterprise+	Enterprise + priority queue	30 min Sev1	Named + TAM	Monthly
Healthcare	Enterprise+ + compliance pod	30 min Sev1	Named + compliance lead	Monthly
Marketplace-Provider	Email + provider portal	1 BD	Pooled	Quarterly revenue review

12. Governance

• Packaging is co-owned by Product + Finance + Sales.
• Changes require alignment with engineering entitlement enforcement + billing-service plan definitions.
• Entitlement enforcement is via tenant-service feature flags and billing-service plan metadata; code-level checks via AuthzClient / FeatureFlagClient ports.
• Legal review required for each tier launch.
• Announcements follow the customer-launch checklist in ROADMAP.md §11.3.