# Live tenant success metrics

**Purpose:** Make operational stability **visible** during execution phase. Prefer a small set of **trusted** metrics over vanity dashboards. Align collection with [`operational-dashboards`](../operations/operational-dashboards.md) and pilot reviews ([`first-live-tenant-review`](../operations/first-live-tenant-review.md)).

## Core scorecard (per tenant / cohort)

| Metric | Definition | Target (pilot phase — tune per contract) |
|--------|------------|-------------------------------------------|
| **Onboarding completion success** | % of checklist items done by agreed go-live date | **100%** critical path; documented exceptions only |
| **Support ticket volume** | Tickets per tenant per 30 days; tag payroll/integration/export | Trend **flat or down** after week 4 |
| **Payroll incident count** | P1/P2 tickets tagged payroll + any SEV-2+ payroll incidents | **0** pay-date misses; else exec review |
| **Integration stability** | Webhook success %; partner-reported failures | **≥** agreed floor (e.g., 99% success) or documented partner issue |
| **Export reliability** | % exports completed within SLO; p95 latency | Meet [`service-level-objectives`](../scalability/service-level-objectives.md) if set; else pilot SLA in ticket |
| **Customer satisfaction signals** | CSAT/NPS or qualitative CSM score (1–5) | **≥4** pilot; any **≤3** triggers review |

## Reporting cadence

- **Weekly** during first 60 days per live tenant: CSM fills row in cohort spreadsheet or BI tool.
- **Monthly:** rollup for leadership; tie to [`execution-phase-review-gates`](execution-phase-review-gates.md).

## Red / yellow / green (simple)

- **Red:** pay-date miss, integrity incident, or explicit renewal risk language.
- **Yellow:** repeated export delays, webhook success below floor **2 weeks** running, ticket volume **2×** peer median.
- **Green:** stable 30-day window with no yellow conditions.

## Actions by color

- **Red:** war-room cadence daily until green; exec sponsor ([`live-support-escalation-flow`](live-support-escalation-flow.md)).
- **Yellow:** integration + Eng owner; threshold review in command center ([`live-operations-command-center`](live-operations-command-center.md)).
- **Green:** standard ops; schedule retrospective learning from **near misses** only if useful.