SkyMirror Operations & Systems Playbook

Executive Summary

This playbook establishes SkyMirror's operational systems, processes, and infrastructure. It covers dashboards, tools, meeting rhythms, and process documentation for smooth operations at scale across all business units: Software Solutions, AI Applications (CheckMet, Traquiva), and SkyMirror Academy.

Part 1: Company Dashboard

1.1 Executive Dashboard

Real-Time Metrics Display

┌─────────────────────────────────────────────────────────────────────┐
│                    SKYMIRROR EXECUTIVE DASHBOARD                     │
├─────────────────────────────────────────────────────────────────────┤
│                                                                      │
│  REVENUE                    CUSTOMERS                 PRODUCT        │
│  ┌──────────────┐          ┌──────────────┐         ┌──────────────┐│
│  │ MRR: €15.2K  │          │ Active: 8    │         │ Uptime: 99.9%││
│  │ ▲ +12% MoM   │          │ ▲ +2 this mo │         │ Users: 1,750 ││
│  └──────────────┘          └──────────────┘         └──────────────┘│
│                                                                      │
│  CASH                       TEAM                      PIPELINE       │
│  ┌──────────────┐          ┌──────────────┐         ┌──────────────┐│
│  │ €1.2M        │          │ 23 FTEs      │         │ €450K        ││
│  │ 18mo runway  │          │ 3 open roles │         │ 12 deals     ││
│  └──────────────┘          └──────────────┘         └──────────────┘│
│                                                                      │
└─────────────────────────────────────────────────────────────────────┘

Dashboard Metrics Definitions

Metric	Definition	Source	Update Frequency
MRR	Monthly Recurring Revenue	Billing system	Daily
ARR	MRR × 12	Calculated	Daily
Active Customers	Paying customers with active subscription	CRM	Daily
Total Users	Active users on platform	Product analytics	Daily
Uptime	System availability %	Monitoring	Real-time
Cash Balance	Bank account balance	Banking	Daily
Runway	Cash / Monthly Burn	Calculated	Weekly
Pipeline	Total value of active opportunities	CRM	Daily
Team Size	Full-time equivalent employees	HRIS	Weekly
NPS	Net Promoter Score	Survey tool	Monthly

1.2 Departmental Dashboards

Sales Dashboard

Metric	This Week	MTD	Target	Status
New Leads	X	X	X	🟢/🟡/🔴
Demos Completed	X	X	X	🟢/🟡/🔴
Proposals Sent	X	X	X	🟢/🟡/🔴
Deals Closed	X	X	X	🟢/🟡/🔴
Revenue Closed	€X	€X	€X	🟢/🟡/🔴
Pipeline Value	€X	€X	€X	🟢/🟡/🔴
Avg Deal Size	€X	€X	€X	🟢/🟡/🔴
Win Rate	X%	X%	X%	🟢/🟡/🔴

Product Dashboard

Metric	Today	This Week	Target	Status
Uptime	X%	X%	99.9%	🟢/🟡/🔴
Response Time	Xms	Xms	<500ms	🟢/🟡/🔴
Error Rate	X%	X%	<0.1%	🟢/🟡/🔴
DAU	X	X	X	🟢/🟡/🔴
Recognition Accuracy	X%	X%	99%	🟢/🟡/🔴
Feature Adoption	X%	X%	60%	🟢/🟡/🔴
Bugs Open	X	X	<20	🟢/🟡/🔴
Sprint Velocity	X	X	X	🟢/🟡/🔴

Customer Success Dashboard

Metric	This Week	MTD	Target	Status
Support Tickets	X	X	<50	🟢/🟡/🔴
Avg Response Time	Xh	Xh	<4h	🟢/🟡/🔴
Resolution Time	Xh	Xh	<24h	🟢/🟡/🔴
CSAT Score	X	X	4.5/5	🟢/🟡/🔴
Churn Risk Accounts	X	X	<3	🟢/🟡/🔴
QBRs Completed	X	X	X	🟢/🟡/🔴
Expansion Revenue	€X	€X	€X	🟢/🟡/🔴

Part 2: Tool Stack

2.1 Core Tools

Category	Tool	Purpose	Owner	Cost/Month
Communication	Slack	Team messaging	IT	€8/user
	Zoom	Video meetings	IT	€15/host
	Gmail/Workspace	Email, calendar	IT	€12/user
Project Management	Notion	Documentation, wiki	Ops	€10/user
	Linear	Engineering tasks	Eng	€8/user
	Asana	Cross-team projects	Ops	€11/user
CRM & Sales	HubSpot	CRM, marketing	Sales	€50/user
	Apollo	Sales outreach	Sales	€50/user
	Calendly	Scheduling	Sales	€12/user
Finance	QuickBooks	Accounting	Finance	€30/mo
	Stripe	Payments	Finance	2.9% + €0.30
	Expensify	Expenses	Finance	€5/user
HR	BambooHR	HRIS	HR	€8/user
	Lever	Recruiting	HR	€300/mo
Product	Mixpanel	Analytics	Product	€25/mo
	Hotjar	User feedback	Product	€40/mo
	Figma	Design	Design	€15/user
Engineering	GitHub	Code repository	Eng	€4/user
	AWS	Cloud infrastructure	Eng	Variable
	Datadog	Monitoring	Eng	€15/host

2.2 Tool Integration Map

┌─────────────┐     ┌─────────────┐     ┌─────────────┐
│   HubSpot   │────▶│   Slack     │◀────│   Linear    │
│   (CRM)     │     │  (Comms)    │     │   (Tasks)   │
└─────────────┘     └─────────────┘     └─────────────┘
       │                   │                   │
       ▼                   ▼                   ▼
┌─────────────┐     ┌─────────────┐     ┌─────────────┐
│  QuickBooks │     │   Notion    │     │   GitHub    │
│  (Finance)  │     │   (Docs)    │     │   (Code)    │
└─────────────┘     └─────────────┘     └─────────────┘
       │                   │                   │
       └───────────────────┼───────────────────┘
                           ▼
                   ┌─────────────┐
                   │  Dashboard  │
                   │  (Metrics)  │
                   └─────────────┘

2.3 Tool Ownership & Administration

Tool	Admin	Backup Admin	Access Levels
Slack	IT Manager	COO	All employees
HubSpot	Sales Ops	CMO	Sales, Marketing
GitHub	CTO	Lead Dev	Engineering
QuickBooks	CFO	Finance Manager	Finance
Notion	Ops Manager	COO	All employees
AWS	CTO	DevOps Lead	Engineering

Part 3: Meeting Rhythm

3.1 Meeting Calendar

Daily Meetings

Meeting	Time	Duration	Attendees	Purpose
Engineering Standup	9:30 AM	15 min	Engineering	Daily sync
Sales Standup	10:00 AM	15 min	Sales	Pipeline review

Weekly Meetings

Meeting	Day	Time	Duration	Attendees	Purpose
Leadership Sync	Monday	9:00 AM	60 min	Founders + Leads	Weekly alignment
All-Hands	Monday	4:00 PM	30 min	All	Company updates
Product Review	Tuesday	2:00 PM	60 min	Product, Eng, Design	Roadmap review
Sales Pipeline	Wednesday	10:00 AM	45 min	Sales, CEO	Deal review
Customer Success	Thursday	11:00 AM	45 min	CS, Product	Customer health
Engineering Retro	Friday	3:00 PM	60 min	Engineering	Sprint retro

Monthly Meetings

Meeting	Week	Duration	Attendees	Purpose
Board Prep	Week 4	2 hours	Founders	Board meeting prep
Monthly Business Review	Week 1	2 hours	Leadership	Performance review
Town Hall	Week 2	1 hour	All	Deep dive topic
1:1s	Ongoing	30 min	Manager + Report	Individual check-in

Quarterly Meetings

Meeting	Duration	Attendees	Purpose
Board Meeting	3 hours	Board + Founders	Governance
OKR Planning	4 hours	Leadership	Goal setting
Strategy Review	Half day	Leadership	Strategic planning
Team Offsite	1-2 days	All	Team building

3.2 Meeting Templates

Leadership Sync Agenda

## Leadership Sync - [Date]

### Attendees
[Names]

### Agenda (60 min)

#### 1. Wins & Celebrations (5 min)
- [Win 1]
- [Win 2]

#### 2. Key Metrics Review (10 min)
| Metric | Actual | Target | Status |
|--------|--------|--------|--------|
| MRR | | | |
| Pipeline | | | |
| Uptime | | | |

#### 3. Department Updates (20 min)
- **Sales:** [Update]
- **Product:** [Update]
- **Engineering:** [Update]
- **Customer Success:** [Update]
- **Operations:** [Update]

#### 4. Blockers & Decisions (15 min)
| Issue | Owner | Decision Needed |
|-------|-------|-----------------|
| | | |

#### 5. Action Items (10 min)
| Action | Owner | Due |
|--------|-------|-----|
| | | |

### Next Meeting: [Date]

All-Hands Agenda

## All-Hands - [Date]

### Agenda (30 min)

#### 1. Welcome & Celebrations (5 min)
- New team members
- Anniversaries
- Wins

#### 2. Company Update (10 min)
- Key metrics
- Progress on goals
- Important news

#### 3. Department Spotlight (10 min)
- [Department] deep dive

#### 4. Q&A (5 min)
- Open questions

### Recording: [Link]
### Slides: [Link]

3.3 Meeting Best Practices

Before the Meeting

Clear agenda shared 24 hours in advance
Pre-read materials distributed
Right attendees invited
Technology tested

During the Meeting

After the Meeting

Notes shared within 24 hours
Action items assigned with due dates
Follow-up scheduled if needed
Recording posted (if applicable)

Part 4: Process Documentation

4.1 Core Business Processes

Process Inventory

Process	Owner	Documentation	Last Updated	Status
Customer Onboarding	CS Lead	[Link]	[Date]	✅ Current
Sales Qualification	Sales Lead	[Link]	[Date]	✅ Current
Bug Reporting	Eng Lead	[Link]	[Date]	⚠️ Needs Update
Expense Approval	CFO	[Link]	[Date]	✅ Current
Hiring Process	HR Lead	[Link]	[Date]	✅ Current
Release Management	CTO	[Link]	[Date]	⚠️ Needs Update
Incident Response	CTO	[Link]	[Date]	✅ Current
Customer Escalation	CS Lead	[Link]	[Date]	✅ Current
Contract Review	CFO	[Link]	[Date]	✅ Current
Vendor Onboarding	Ops	[Link]	[Date]	⬜ Not Documented

4.2 Process Documentation Template

## Process: [Process Name]

### Overview
**Purpose:** [Why this process exists]
**Owner:** [Role responsible]
**Last Updated:** [Date]
**Review Frequency:** [Quarterly/Annually]

### Scope
**Applies to:** [Who uses this process]
**Triggers:** [What initiates this process]
**Outputs:** [What this process produces]

### Process Steps

#### Step 1: [Step Name]
**Owner:** [Role]
**Timeline:** [Duration]
**Tools:** [Systems used]

**Actions:**
1. [Action 1]
2. [Action 2]
3. [Action 3]

**Outputs:**
- [Output 1]
- [Output 2]

#### Step 2: [Step Name]
[Same structure]

### Process Flow Diagram
[Visual flowchart]

### Exceptions
| Scenario | Handling |
|----------|----------|
| [Exception 1] | [How to handle] |
| [Exception 2] | [How to handle] |

### Metrics
| Metric | Target | Current |
|--------|--------|---------|
| [Metric 1] | [Target] | [Actual] |
| [Metric 2] | [Target] | [Actual] |

### Related Documents
- [Document 1]
- [Document 2]

### Change Log
| Date | Change | Author |
|------|--------|--------|
| [Date] | [Change] | [Name] |

4.3 Key Process Documentation

Customer Onboarding Process

## Process: Customer Onboarding

### Overview
**Purpose:** Ensure new customers successfully implement CheckMet and achieve first value
**Owner:** Customer Success Lead
**Timeline:** 2-4 weeks
**Success Criteria:** Customer actively using product, &lt;5 support tickets

### Process Steps

#### Step 1: Kickoff (Day 1-2)
**Owner:** Customer Success Manager
**Timeline:** 2 days

**Actions:**
1. Send welcome email with onboarding guide
2. Schedule kickoff call
3. Conduct kickoff call:
   - Introduce team
   - Confirm success criteria
   - Review timeline
   - Assign customer champion
4. Create customer Slack channel (if applicable)

**Outputs:**
- Kickoff notes documented
- Success plan created
- Timeline confirmed

#### Step 2: Technical Setup (Day 3-7)
**Owner:** Solutions Engineer
**Timeline:** 5 days

**Actions:**
1. Provision customer environment
2. Configure settings per requirements
3. Set up HRIS integration
4. Import employee data
5. Configure access controls
6. Test system functionality

**Outputs:**
- Environment ready
- Integration working
- Test results documented

#### Step 3: Training (Day 8-14)
**Owner:** Customer Success Manager
**Timeline:** 5 days

**Actions:**
1. Schedule admin training
2. Conduct admin training session
3. Provide training materials
4. Schedule end-user training
5. Conduct end-user training
6. Share self-service resources

**Outputs:**
- Admins trained
- Users trained
- Training completion tracked

#### Step 4: Go-Live (Day 15-21)
**Owner:** Customer Success Manager
**Timeline:** 7 days

**Actions:**
1. Confirm go-live readiness
2. Support go-live day
3. Monitor initial usage
4. Address immediate issues
5. Daily check-ins first week
6. Collect initial feedback

**Outputs:**
- System live
- Users active
- Issues resolved

#### Step 5: Handoff (Day 22-28)
**Owner:** Customer Success Manager
**Timeline:** 7 days

**Actions:**
1. Conduct 30-day review
2. Confirm success criteria met
3. Transition to ongoing support
4. Schedule first QBR
5. Request NPS feedback
6. Document lessons learned

**Outputs:**
- Success confirmed
- QBR scheduled
- NPS collected

### Metrics
| Metric | Target | Current |
|--------|--------|---------|
| Time to First Value | &lt;14 days | X days |
| Onboarding Completion | 100% | X% |
| 30-Day Adoption | 80%+ | X% |
| Onboarding NPS | 50+ | X |
| Support Tickets (first 30 days) | &lt;5 | X |

Part 5: Operational Metrics

5.1 Operational KPIs

Category	Metric	Definition	Target	Owner
Efficiency	Revenue per Employee	Total Revenue / FTE	€40K+	CFO
	Cost per Customer	Total Costs / Customers	<€5K	CFO
	Process Cycle Time	Time to complete key processes	Varies	Ops
Quality	First Contact Resolution	% issues resolved first contact	80%+	CS
	Error Rate	Errors / Total transactions	<1%	Ops
	Customer Effort Score	Ease of doing business	<3	CS
Reliability	System Uptime	Available time / Total time	99.9%	Eng
	SLA Compliance	% SLAs met	95%+	CS
	On-Time Delivery	Projects delivered on time	90%+	Ops

5.2 Operational Health Check

## Weekly Operational Health Check

### Date: [Date]
### Reviewer: [Name]

### System Health
| System | Status | Issues | Actions |
|--------|--------|--------|---------|
| CheckMet Platform | 🟢/🟡/🔴 | | |
| Website | 🟢/🟡/🔴 | | |
| Email/Calendar | 🟢/🟡/🔴 | | |
| CRM | 🟢/🟡/🔴 | | |
| Billing | 🟢/🟡/🔴 | | |

### Process Health
| Process | Status | Bottlenecks | Actions |
|---------|--------|-------------|---------|
| Customer Onboarding | 🟢/🟡/🔴 | | |
| Sales Cycle | 🟢/🟡/🔴 | | |
| Support Response | 🟢/🟡/🔴 | | |
| Hiring | 🟢/🟡/🔴 | | |

### Resource Utilization
| Resource | Capacity | Utilization | Status |
|----------|----------|-------------|--------|
| Engineering | X FTE | X% | 🟢/🟡/🔴 |
| Sales | X FTE | X% | 🟢/🟡/🔴 |
| CS | X FTE | X% | 🟢/🟡/🔴 |

### Key Issues
1. [Issue 1] - [Owner] - [Status]
2. [Issue 2] - [Owner] - [Status]

### Actions for Next Week
1. [Action 1] - [Owner]
2. [Action 2] - [Owner]

Part 6: Incident Management

6.1 Incident Severity Levels

Level	Definition	Response Time	Examples
P0 - Critical	Complete service outage	15 min	Platform down, data breach
P1 - High	Major feature unavailable	1 hour	Recognition failing, integrations down
P2 - Medium	Feature degraded	4 hours	Slow performance, minor bugs
P3 - Low	Minor issue	24 hours	UI glitches, documentation errors

6.2 Incident Response Process

## Incident Response Playbook

### Phase 1: Detection & Triage (0-15 min)
Incident detected (monitoring, customer report, internal)
Create incident channel: #incident-[date]-[brief-description]
Assign Incident Commander (on-call engineer)
Determine severity level
Notify stakeholders per severity

### Phase 2: Investigation (15-60 min)
Gather initial information
Identify affected systems/customers
Determine root cause hypothesis
Document findings in incident channel

### Phase 3: Mitigation (Ongoing)
Implement temporary fix if possible
Communicate status to stakeholders
Update status page (if customer-facing)
Continue investigation

### Phase 4: Resolution
Implement permanent fix
Verify fix is working
Monitor for recurrence
Update stakeholders

### Phase 5: Post-Mortem (Within 48 hours)
Schedule post-mortem meeting
Document timeline
Identify root cause
Define action items
Share learnings

6.3 Post-Mortem Template

## Incident Post-Mortem

### Incident Summary
- **Date:** [Date]
- **Duration:** [X hours/minutes]
- **Severity:** [P0/P1/P2/P3]
- **Incident Commander:** [Name]
- **Customers Affected:** [Number]

### Timeline
| Time | Event |
|------|-------|
| HH:MM | [Event 1] |
| HH:MM | [Event 2] |
| HH:MM | [Event 3] |

### Impact
- **Users affected:** [Number]
- **Revenue impact:** €[Amount]
- **Reputation impact:** [Description]

### Root Cause
[Detailed explanation of what caused the incident]

### What Went Well
1. [Item 1]
2. [Item 2]

### What Went Wrong
1. [Item 1]
2. [Item 2]

### Action Items
| Action | Owner | Priority | Due Date | Status |
|--------|-------|----------|----------|--------|
| [Action 1] | [Name] | P1 | [Date] | ⬜ |
| [Action 2] | [Name] | P2 | [Date] | ⬜ |

### Lessons Learned
1. [Lesson 1]
2. [Lesson 2]

### Prevention Measures
1. [Measure 1]
2. [Measure 2]

Part 7: Vendor Management

7.1 Vendor Inventory

Vendor	Category	Contract Value	Renewal Date	Owner	Criticality
AWS	Infrastructure	€X/month	[Date]	CTO	Critical
HubSpot	CRM	€X/month	[Date]	Sales	High
Slack	Communication	€X/month	[Date]	IT	High
[Vendor]	[Category]	€X/month	[Date]	[Owner]	[Level]

7.2 Vendor Evaluation Criteria

Criteria	Weight	Scoring (1-5)
Functionality	25%	Does it meet our needs?
Cost	20%	Is it cost-effective?
Integration	15%	Does it integrate with our stack?
Support	15%	Is support responsive?
Security	15%	Does it meet security requirements?
Scalability	10%	Will it grow with us?

7.3 Vendor Review Process

Annual Review Checklist:

Part 8: Continuous Improvement

8.1 Process Improvement Framework

Improvement Identification

Source	Frequency	Owner
Team retrospectives	Bi-weekly	Team Leads
Customer feedback	Ongoing	CS
Incident post-mortems	Per incident	Eng
Operational reviews	Monthly	Ops
Employee suggestions	Ongoing	HR

Improvement Prioritization

Factor	Weight	Scoring
Impact	40%	How much will it improve?
Effort	30%	How hard to implement?
Urgency	20%	How soon is it needed?
Risk	10%	What could go wrong?

8.2 Improvement Tracking

## Process Improvement Log

| ID | Improvement | Category | Priority | Owner | Status | Impact |
|----|-------------|----------|----------|-------|--------|--------|
| 001 | Automate onboarding emails | CS | High | [Name] | ✅ Done | -2 hrs/week |
| 002 | Standardize sales proposals | Sales | Medium | [Name] | 🔄 In Progress | |
| 003 | Add monitoring alerts | Eng | High | [Name] | ⬜ Planned | |

Document Version: 1.0 Last Updated: December 2024 Owner: COO Review Cycle: Quarterly

Executive Summary​

Part 1: Company Dashboard​

1.1 Executive Dashboard​

Real-Time Metrics Display​

Dashboard Metrics Definitions​

1.2 Departmental Dashboards​

Sales Dashboard​

Product Dashboard​

Customer Success Dashboard​

Part 2: Tool Stack​

2.1 Core Tools​

2.2 Tool Integration Map​

2.3 Tool Ownership & Administration​

Part 3: Meeting Rhythm​

3.1 Meeting Calendar​

Daily Meetings​

Weekly Meetings​

Monthly Meetings​

Quarterly Meetings​

3.2 Meeting Templates​

Leadership Sync Agenda​

All-Hands Agenda​

3.3 Meeting Best Practices​

Before the Meeting​

During the Meeting​

After the Meeting​

Part 4: Process Documentation​

4.1 Core Business Processes​

Process Inventory​

4.2 Process Documentation Template​

4.3 Key Process Documentation​

Customer Onboarding Process​

Part 5: Operational Metrics​

5.1 Operational KPIs​

5.2 Operational Health Check​

Part 6: Incident Management​

6.1 Incident Severity Levels​

6.2 Incident Response Process​

6.3 Post-Mortem Template​

Part 7: Vendor Management​

7.1 Vendor Inventory​

7.2 Vendor Evaluation Criteria​

7.3 Vendor Review Process​

Part 8: Continuous Improvement​

8.1 Process Improvement Framework​

Improvement Identification​

Improvement Prioritization​

8.2 Improvement Tracking​