Define Ownership. 
Control Delivery. Prove Go-Live.

ONBOARDING OWNERSHIP

V1.22 February 13th 2026

Clear Ownership at Every Stage of Implementation

1 Engagement, Qualification & Commercial Finalization
›
First customer engagement • Demonstration (standard apps) • Regulated discovery (as needed) • Quote coordination (incl. hardware suppliers) • Recommend path: GAP / POC / Order • Ops handoff • Tools: V5 Quote Builder
Executive Owner Matt Segawa — VP Sales
Jason Galloway — qualification • coordination • initial engagement
Stuart Hunt — principal consultant lead (regulated accounts)
Stage output: Qualified opportunity • Recommended path (GAP / POC / Order) • Quote package • Operations handoff details
Client Implementation Stakeholders
Typical roles for audit-ready deployment
Executive Sponsor
Operations / Process Owner
QA / Validation Lead
IT / OT Lead
Super Users / Operators
2 Delivery Governance & Client Success
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Receives Ops handoff from Stage 1 and delivers onboarding/implementation (as purchased) and post go-live governance. References: Implementation Services, Onboarding Process, Supplier Quality Addendum (regulated) • Validation docs (as purchased): IQ/OQ Template (PDF)
Executive Owner Jared Jurkowski — VP of Operations
Stage output: Implementation delivered (as purchased) • Go-live completed • Support routes confirmed • Validation evidence pack (as purchased) • Adoption cadence established
Client Engineering / Implementation
POC creation • configuration • reporting • remediation • deployment support (per purchased scope)
Dale Punchard — Technical Director
Chris Getty — Demo Engineer
Post-Sales Client Success
Adoption cadence • operational guidance • support desk coordination • validation support (as purchased)
Enablement & Integration
Customer API/integration work • V5 Connect program development
Support Tiers & Escalation
Internal escalation routing. SLA terms are defined in the executed MSA (SLA in Section 11). For regulated accounts, quality-operational obligations (change control, quality events, audit support) are in the Supplier Quality Addendum. Quality issues / regulated requests: support@sgsystemsglobal.com
Level 1 — First Response
Triage • how-to • training questions • operational guidance • minor configuration
↓
Level 2 — Advanced Resolution
Complex configuration • integrations • data flows • defect triage & reproduction
↓
Level 3 — Expert Escalation
Hard blockers • architecture decisions • product defects / hotfix path • corrective / preventive actions (as applicable)
3 Product Engineering
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Roadmap • releases • platform stability • testing • change control (regulated accounts: see Supplier Quality Addendum)
Executive Owner Simon Hartley — CTO
Stage output: Versioned release candidate • Regression/QA complete • Release notes • Deployment package • Change record for regulated accounts (when applicable)
Note: This diagram is informational and describes roles and escalation routing. Contractual commitments (support scope, SLA targets, hosted applicability, exclusions, customer responsibilities) are defined in the executed Master Services Agreement (MSA) and applicable Order Form / Signed Proposal. For regulated accounts, the Supplier Quality Addendum (SQA) applies when referenced in the Order Form / Signed Proposal. If a conflict exists, the executed agreement controls.

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