Onboarding and support for an AI rollout: what you can expect from the provider

What does good onboarding include?

Onboarding here means: from the signature to the day on which the first staff work with AI as a matter of course. It involves five steps:

1. Coordination: Agree with your IT department or IT service provider how people sign in, which network is used and which systems will be connected later.
2. Setup: Sign-in, groups and permissions, first apps for the first tasks, log settings in line with your agreement with the works council or staff council.
3. Training: shortly before activation, using tasks from your organisation.
4. First working day: Someone is available when the first questions come in.
5. Follow-up: After a few weeks, clarify what is missing, which apps should be added and where the training needs to improve.

What can you prepare?

For the provider to set things up, it mainly needs from you a person who manages groups and sharing, the first groups and tasks, and your rules on data and logs. The guide Change management for an AI rollout describes who in your organisation takes on which role and in which phases the rollout runs; the agreement with the works council or staff council is covered by the guide Model works agreement for AI.

What support do you need after launch?

• Support: Who can be reached when, how quickly does a first response come, how are incidents prioritised?
• Updates: Are they included in the licence, who installs them, how do you find out what changes?
• Consultation hour: A fixed slot for questions from practice and new ideas.
• New apps: Who builds them, who reviews them, how are they shared?
• Connections: How are specialist systems added later, and what does that cost?
• Further training: for new staff, new apps and as a refresher.

What should you settle in the contract?

Point	Question for the provider
Support hours	On which days and at which times, in which language?
First response	Within what time, according to which severity?
Availability	Is there a committed availability, and what does it cost?
Updates	Included? Who installs them, how are you informed?
Training	How many sessions are included, what does each additional one cost?
Contact person	Who is your fixed contact, how does escalation work?
Security incidents	How quickly and through which channel does the provider inform you?
End of contract	How do you get your data back, when is it deleted?

How does this work with basebox?

Schedule:

Option	Process
Cloud	Day 1 setup, immediately; training in the first few days; use from week 1
Hardware of your choice	Day 1 coordination with your IT (network, access, sign-in); week 1 installation, approx. 1 day; week 2 training, 4 hours; use from week 2
Server from basebox	Build and delivery 3 weeks from order, coordination with your IT runs in parallel; then installation and setup, approx. 1 day; training, 4 hours; use from week 4

Connections to your specialist systems follow afterwards, each agreed individually. The server is supplied by our hardware partner FAST LTA, installed in your data centre and with an introduction to the server; basebox sets up the platform.

Setup and training:

• Setup in your IT (€24,900 one-off, optional): installation, sign-in via your identity management, email and network, support on the first working day and two training sessions. basebox works even without setup by us.
• Training: four hours, any number of participants, based on your use cases; virtual €900, on site €1,400 plus travel expenses. Booked training sessions also cover AI literacy under Art. 4 of the AI Act.
• Six months of guidance (€10,800): twelve training sessions and a monthly consultation hour.

Support during operation:

• Support: working days from 9 am to 5 pm, excluding public holidays at basebox’s registered office, in German and English. First response within one working day, prioritised by severity (critical, high, normal, low). We do not commit to a fixed availability.
• Updates: included in the licence, announced by email and with release notes for each version. In the cloud, basebox installs them. On the server, nothing installs automatically; without an operations contract, your IT installs them, and on request basebox runs the server for you.
• New apps: Ready-made apps can be taken from the App Store, and your staff build their own apps without programming. From November 2026, the App Builder builds an app from a description.
• New connections: If a system is missing, we build the connector. The design is free of charge; after that you receive a fixed price between €1,900 and €13,800, and the connector is usually ready within five working days at most. All prices are net list prices.