Stonen
Onboarding, support and responsibilities
What it takes to start, and who does what
Stonen onboarding is assisted: there is no self-service today, and saying otherwise would create an expectation the product cannot meet. This page states what your company needs to provide, what happens at each stage, and which dependencies exist.
No response time, availability or service level is promised on this page. Commitments of that kind depend on a contract and on measurement history that is still being built.
What your company provides
Almost all of it already exists in your operation. What Stonen needs is access to what you already keep.
| Item | Accepted format | Why it is needed |
|---|---|---|
| ItemInventory position | Accepted formatspreadsheet, ERP export or integration | Why it is neededit is the starting point: with no available material there is nothing to recommend |
| ItemCustomer and contact records | Accepted formatspreadsheet or export | Why it is neededdefines who can be offered to, and through which channel |
| ItemOrder history | Accepted formatspreadsheet or export | Why it is neededit is the engine's evidence. Without it the recommendation is guesswork — and the system says so instead of inventing |
| ItemTeam and customer books | Accepted formatlist of people and who serves whom | Why it is neededdefines who sees what and who answers for each opportunity |
| ItemA reference person | Accepted format— | Why it is neededsomeone at the company who can answer questions about the data. It is the item that causes the most delay when missing |
Real customer data is only loaded after a written survey of the sources and explicit authorisation from the company. There is no shortcut here, and the reason is that a wrong load is far more expensive to undo than to avoid.
How onboarding happens
- Source survey. Spreadsheets and exports are analysed before anything enters: what exists, what is missing, what contradicts itself. The output is a document, not an impression.
- Initial load in a separate environment. Nothing goes straight into production. The load is checked against the source, and whatever does not match goes back a step.
- Review with your team. Someone from the company looks at the numbers and says whether they add up. This is where spreadsheet errors surface.
- Registering people and customer books. Each with the role that matches what they actually do.
- Assisted use. The operation starts using the system with direct support, and the first days' adjustments happen inside that period.
The first Stonen onboarding took the product from inventory to live operation. It was carried out by the developer, and has not yet been performed by anyone else — reducing that dependency is work in progress, not a solved problem.
What Stonen depends on
Three dependencies, and the difference between them matters:
| Dependency | If it becomes unavailable |
|---|---|
| DependencyIdentity system | If it becomes unavailablenobody signs in. It is the only hard dependency — the product refuses to run without it rather than opening an alternative door |
| DependencyMessaging platform | If it becomes unavailablesending over WhatsApp becomes unavailable and the system says so. The rest of the product carries on |
| DependencyTranslation service | If it becomes unavailablethe message goes out in the original text. Nothing stops being sent |
The identity system and the messaging platform are operated by the same owner as Stonen. That simplifies operations and concentrates risk — a relevant fact for anyone evaluating the product, which is why it is written here.
How support works today
A ticket is opened from inside the product, through the menu, and reaches a service desk. The account owner and the technology role can open tickets.
Support is provided by the same person who develops the product. That makes answers fast and specific — and it is the greatest fragility of the current operation, because there is no second person.
There is no contracted response time, no on-call rota and no coverage outside business hours. When those exist it will be because they were contracted and are sustainable, not because they looked good on a page.
Who answers for what
| Subject | Responsible |
|---|---|
| SubjectCorrectness of the data coming in | Responsiblethe client company — the source is theirs |
| SubjectCommercial decisions taken from a recommendation | Responsiblethe client company. Stonen recommends and explains; it does not decide and does not sell |
| SubjectSystem behaviour, fixes and evolution | ResponsibleStonen / Cert4All |
| SubjectInfrastructure availability | Responsiblethe hosting provider, within its own terms |
| SubjectBackup and restoration | ResponsibleStonen / Cert4All, with the procedure documented and rehearsed |
This division describes current practice. It does not replace a contract: drafts for the service agreement, data processing and service levels exist, but have not been through legal review and should not be signed before that.
Page last updated September 22, 2026.