Customer-Facing Packaging

Execution-layer artifact. Companion to ROADMAP.md. Defines what customers see, buy, pricing, onboarding, docs, and support per slice.

Packaging Vocabulary

Term	Definition
Tier	A named bundle of capabilities at a fixed price point
Module	A licensable unit of functionality (maps to microservice bounded context)
Feature flag	A toggleable capability within a module
Seat	A named user license (clinician, admin, etc.)
Facility	A deployment unit (clinic, hospital, department)
Pilot	Time-limited trial with reduced pricing and success support

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Slice 0 — Platform Foundation (M0)

Customer-facing? No — internal only.

What customers see: Nothing yet. Pilot clinic agreements signed with NDAs.

What customers can buy: Nothing.

Onboarding flow: N/A (internal testing only).

Docs required:

• Internal architecture documentation
• Deployment runbook for DevOps

Support expectations: N/A.

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Slice 1 — Core Clinical (M1)

Customer-facing? Yes — 3–5 pilot clinics.

What customers see:

• Patient registration with photo and multi-identifier
• Appointment scheduling with provider calendars
• Patient chart with medical history, vitals trending, allergies
• Clinical note documentation (SOAP templates)
• Medication prescribing with drug safety alerts
• Offline capability: works without internet
• AI-assisted clinical note suggestions
• RTL support (Dari, Pashto)
• Solar Hijri calendar

What customers can buy:

Tier	Included	Price shape
Pilot	Core EHR (20 modules) for up to 2 facilities, 20 clinician seats	Subsidized / donor-funded

Onboarding flow:

1. Pilot agreement signed with clinic management
2. Facility and provider data collected
3. Keycloak realm provisioned + users created
4. Desktop Electron installed on clinic workstations
5. Pre-deployment connectivity audit
6. 2-day on-site training for clinical staff
7. 1 week supervised go-live with on-site support
8. Transition to remote support

Docs required:

• Quick start guide (Dari + English)
• Registration workflow guide
• Clinical note documentation guide
• Offline mode user guide
• Troubleshooting FAQ

Support expectations:

• On-site support during go-live (1 week)
• Remote support via messaging (business hours)
• Critical bug response < 4 hours
• Feedback collection: weekly survey

Feature flags default at launch:

• AI_NOTE_ASSIST: ON
• OFFLINE_MODE: ON
• DRUG_SAFETY_CHECKS: ON
• PATIENT_PHOTO: ON
• RTL_SUPPORT: ON
• SOLAR_HIJRI_CALENDAR: ON

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Slice 2 — Orders & Diagnostics Entry (M2)

Customer-facing? Yes — paid subscriptions.

What customers see:

• Everything in M1 plus:
• Lab/radiology/nursing order entry (CPOE)
• Results viewing with trending and critical alerts
• Basic billing (charge capture, invoicing)
• Document management (templates, scanning)
• Offline order queuing
• AI order recommendations

What customers can buy:

Tier	Included	Price shape
Clinic Basic	Core EHR (20 modules) + Orders + Results + Basic Billing	Per-facility/month + per-seat
Clinic Plus	Clinic Basic + Document Management + AI features	Per-facility/month + per-seat (premium)

Onboarding flow:

1. Contract signed with clinic/hospital
2. Tenant provisioned with billing configuration
3. Charge master configured (procedures, pricing)
4. Order catalog configured (lab tests, radiology studies)
5. Desktop Electron updated to latest version
6. 1-day training: orders, results, billing
7. Go-live with remote support

Docs required:

• Order entry workflow guide
• Results interpretation guide
• Billing and invoicing guide
• AI features user guide

Support expectations:

• Business-hours response ≤ 4h for issues
• Critical bug response < 2 hours
• Monthly check-in call

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Slice 3 — Integrated Care (M3)

Customer-facing? Yes — hospitals and diagnostic centers.

What customers see:

• Everything in M2 plus:
• Laboratory LIS (specimen tracking, worklists, results)
• Pharmacy dispensing
• E-prescribing (prescription → pharmacy)
• Patient portal (patient-facing record access)
• Secure messaging
• Insurance eligibility checking
• Offline LIS and pharmacy workflows
• AI clinical decision support

What customers can buy:

Tier	Included	Price shape
Hospital Standard	Core EHR + Orders + Results + Billing + LIS + Pharmacy	Per-facility/month + per-seat
Hospital Complete	Hospital Standard + Patient Portal + Messaging + Insurance + AI	Per-facility/month + per-seat (premium)
Diagnostic Center	Core EHR + LIS (focused) + Results	Per-facility/month + per-seat (reduced)

Onboarding flow:

1. Enterprise contract signed
2. Multi-facility tenant provisioned
3. LIS instrument integration configured
4. Pharmacy formulary loaded
5. Patient portal branded and launched
6. 3-day on-site training (clinical + lab + pharmacy staff)
7. Phased go-live: Week 1 clinical, Week 2 LIS, Week 3 pharmacy
8. Monthly operational review for first 3 months

Docs required:

• LIS operator guide
• Pharmacy dispensing guide
• Patient portal user guide (patient-facing, multilingual)
• E-prescribing workflow guide
• Insurance eligibility guide

Support expectations:

• 24/7 critical support for hospitals
• Business-hours support for non-critical
• Dedicated account manager
• Quarterly business review

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Slice 4 — Full Platform (M4)

Customer-facing? Yes — general availability.

What customers see:

• Everything in M3 plus:
• Radiology/PACS (imaging, viewer, reports)
• Full billing (accounting, payment plans, statements)
• Claims management
• Population health dashboards
• Immunization management
• Care plan management
• HL7v2 interoperability
• Full AI suite (local + cloud)
• Complete offline capability

What customers can buy:

Tier	Included	Price shape
EHR Essentials	Core EHR (20 modules)	Per-facility/month + per-seat
EHR Professional	Essentials + LIS + Pharmacy + Billing	Per-facility/month + per-seat
EHR Enterprise	Professional + PACS + Claims + Insurance + Pop Health	Per-facility/month + per-seat (enterprise)
EHR National	Enterprise + AI full + HMIS + HL7v2	Custom pricing

Add-on modules (any tier):

• Patient Portal: per-facility/month
• AI Suite: per-facility/month
• PACS: per-facility/month + storage
• Population Health: per-facility/month

Onboarding flow:

1. Tier selection and contract
2. Tenant provisioning with selected modules
3. Configuration workshop (2 days)
4. Data migration from existing systems (if applicable)
5. Integration configuration (HL7v2, instruments, etc.)
6. Staff training (role-based, 1–5 days)
7. Phased go-live with milestone reviews
8. SLA activation

Docs required:

• Complete product documentation (all modules)
• Admin configuration guide
• Integration guide (HL7v2, DICOM, FHIR)
• Data migration guide
• SLA document
• FHIR Implementation Guide

Support expectations:

• Tiered SLAs:
  • EHR Essentials: business-hours, 4h response
  • EHR Professional: extended hours, 2h response
  • EHR Enterprise: 24/7, 1h response, dedicated CSM
  • EHR National: 24/7, 30min response, dedicated team
• Quarterly business reviews for Professional+
• Annual pen-test report for Enterprise+

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Slice 5 — National Scale (M5)

Customer-facing? Yes — national-scale deployments.

What customers see:

• Everything in M4 plus:
• Mobile app (iOS/Android)
• Multi-region data residency
• SMART on FHIR app marketplace
• FHIR Bulk Data export
• National HMIS integration
• Advanced AI analytics
• White-label branding

What customers can buy:

Tier	Included	Price shape
EHR National	Full platform + multi-region + HMIS + SMART on FHIR	Custom pricing
Government Program	National deployment + HMIS + training + support	Government contract

Add-on modules:

• Mobile app: per-user/month
• SMART on FHIR marketplace: platform fee
• Multi-region: per-region infrastructure cost
• White-label: one-time setup + maintenance

Docs required:

• National deployment guide
• HMIS integration specification
• Mobile app user guide
• SMART on FHIR developer documentation
• White-label configuration guide
• Government compliance documentation

Support expectations:

• Government SLA: 24/7, 15min response for critical
• Dedicated program team
• Regular executive briefings
• Compliance audit support