Client Onboarding Form

1. Purpose

This SOP standardizes how Sundance staff complete the Client Onboarding Form so every new client is documented, deployed, validated, and signed off consistently. It serves as the operational checklist for setup, coordination, quality control, and final approval.

2. Scope

This procedure applies to all new client onboarding activities tracked in this form, including PSA setup, documentation, endpoint tooling, security services, reporting, backup, and management sign-off.

3. Roles and Responsibilities

• Onboarding Coordinator: Creates the record, gathers intake data, drives completion, and keeps the form current.
• Systems / Security Engineer: Performs technical implementation for required platforms and records deployment details.
• Documentation Owner: Confirms IT Glue and reference data are complete and accurate.
• Operations / Management: Reviews completion, resolves blockers, and signs off when onboarding is ready to transition.

4. Pre-Onboarding Requirements

• Obtain the client name, primary phone number, and physical address.
• Confirm which service lines are included in scope.
• Gather required credentials, domain details, device counts, contact exports, and any implementation prerequisites.
• Open the form and immediately save a draft before entering extensive data.

5. Standard Status Rules

• Not Started: No meaningful work has begun.
• In Progress: Setup has started but required actions, validation, or documentation are still pending.
• Completed: All required steps for that section are done, verified, and documented.
• If a protocol is not included for the client, set Protocol Required to No. The section will be treated as complete for progress tracking.

6. Core Workflow by Section

1. Client Information: Enter the legal client name, primary phone, and address. Do not proceed until these fields are complete.
2. Autotask: Add the client account, contacts, contracts, sales tax, and territory. Record notes for billing or setup exceptions.
3. Cross Platform Sync: Mark every platform that must be aligned across the tool stack, including EDR, Rocket Cyber, IT Glue, RMM, Dark Web, BullPhish ID, and SAAS.
4. Datto RMM: Record device totals, patch management participation, network probe usage, and credentials added to RMM.
5. IT Glue: Confirm domain entry, upload or validate contacts, and document essential password acquisition.
6. Datto EDR: Confirm whether the service is installed and document the number of covered devices.
7. Rocket Cyber (SOC): Record deployment status, device count, and supporting integrations such as email, modules, and router coverage.
8. BullPhish ID: Configure awareness training, email notifications, schedule, completion rules, and portal access. Use the template email button when communicating rollout details.
9. Dark Web ID: Enter every monitored domain and public IP. Add rows until the monitored inventory is complete.
10. INKY: Confirm client setup and capture the domain email address used for enrollment.
11. SAAS Alerts / O365 SAAS Backup: Verify Microsoft 365 backup, SAAS enrollment, and Fortify enrollment status.
12. SIEM: Confirm SIEM setup and validate monitoring, alerting, and log-source onboarding.
13. Pen Testing: Record implementation status, target domains, public IPs, testing frequency, and operational notes.
14. GDAP O365 Integration: Document the email domain, whether the GDAP relationship is complete, and any notes or blockers.
15. Telivy Vulnerability Scanning: Confirm the client is added, agents are installed, device counts are known, and scan frequency is selected.
16. Kaseya Quote Manager: Confirm the client name is synced and whether quotes are needed.
17. Cove Backup: Record each protected device and the assigned backup type.
18. Client Reporting: Enable each required reporting stream and assign the correct delivery cadence.
19. Management Sign-Off: Capture manager name, date, and signature only after all onboarding work has been reviewed.

7. Data Entry Standards

• Use complete names and accurate counts.
• Document exceptions, partial deployments, missing information, and follow-up requirements in the section notes fields.
• Do not leave a section marked Completed if required fields or required checkboxes are still missing.
• When importing CSV contacts, verify the preview table before saving the draft.

8. Quality Control Checklist

• Review every required section and confirm status reflects the actual implementation state.
• Confirm cross-platform dependencies are aligned, especially where multiple tools depend on the same client, domain, or device inventory.
• Validate that notes explain any incomplete or deferred work.
• Check the overall progress bar for reasonableness before generating the report.

9. Save, Reporting, and Final Output

• Use Save Draft throughout the onboarding process to preserve in-progress work in the browser.
• Use Download Filled HTML to create a portable copy of the live form with the entered data.
• Use Generate PDF Report to create the client onboarding recap for leadership review or customer-facing documentation.
• Use Download SOP PDF in this window when a standalone process document is needed.

10. Completion Criteria

Onboarding is considered complete when all in-scope sections are marked Completed, notes are finalized, deliverables are generated as needed, and management sign-off has been entered.