# Tenant Support & Onboarding

# Purpose

This document catalogs every place where GreenGrass needs to educate, guide, or support tenants through a process. It emerged from the pattern across all other specs: payment processor setup, WhatsApp verification, SMS number provisioning, compliance configuration, BYOK key management, voter file import, platform migration — tenants need help at every turn.

This is not a customer support ticket system spec. It's an inventory of the support surface — every touchpoint where GreenGrass must provide guidance — and the strategy for delivering that guidance at scale across five countries, seven languages, and wildly different technical sophistication levels.

# Support Philosophy

1. The platform is the primary support channel. Guided wizards, contextual help, smart defaults, and compliance guardrails should handle 80% of support needs. If tenants regularly need human help for something, the UX has failed.
2. Compliance guidance is not optional. Campaign finance rules, data protection obligations, consent requirements — tenants must understand these. GreenGrass makes compliance the path of least resistance through templates, automated checks, and clear warnings.
3. Localized support. Every support resource must be available in the tenant's configured language. AI-assisted translation with human review (per geography.md) applies to support content, not just the UI.
4. Tiered support model. Self-service for common tasks, concierge for complex setup, human support for edge cases. Scale support without scaling headcount linearly.

# Support Surface Inventory

# Tier 1: In-Platform Self-Service

These are guidance touchpoints built directly into the platform UI. No human intervention needed.

# Onboarding Wizards

# Contextual Help

In-context guidance that appears where the user needs it:

• Tooltips and info panels — every configuration field that has compliance implications includes an explanation of why it matters and what the jurisdiction requires
• Smart defaults with explanations — when the platform pre-fills a value (e.g., contribution limits for a US federal race), it shows why and lets the tenant override
• Warning banners — when an action may violate campaign period restrictions, foreign contribution rules, or consent requirements, a clear warning explains the risk before the user proceeds
• Lèse-majesté warnings — prominent, persistent warnings for Thai tenants when creating content (per compliance.md)
• Data subject request guidance — when a deletion request arrives, the compliance dashboard shows jurisdiction-specific retention obligations alongside the request

# Templates & Pre-Built Content

# Automated Compliance Checks

The platform continuously monitors and alerts:

• Real-time: contribution limit checking, foreign donor screening, consent verification at send time, disclaimer presence on outbound communications
• Batch: approaching contribution limits, consent expiration alerts, missing required donor information, campaign period restriction enforcement
• Pre-report: data completeness checks before filing deadlines, donation record reconciliation
• Compliance dashboard: contribution alerts, consent health, reporting deadlines with preparation status, data subject requests with SLA timers, searchable audit trail

# Tier 2: Guided Support Resources

Self-service content that tenants consume independently, but requires GreenGrass to create and maintain.

# Knowledge Base

A searchable, multilingual knowledge base covering:

Getting Started

• Platform overview and core concepts
• Org setup walkthrough (with screenshots/video)
• Staff role configuration guide
• Volunteer onboarding setup guide
• First campaign creation guide

Integration Guides

• Payment processor setup — per processor, per country
• WhatsApp Business API setup — step-by-step Meta verification guide
• SMS provider setup — per country (number types, registration requirements, compliance checklists)
• Phone banking provider setup (pilot phase)
• Zoom integration setup
• Jitsi self-hosted setup
• Email sending domain configuration (SPF, DKIM, DMARC)

Data Management

• Voter file import guide — per country (expected formats, common issues, field mapping tips)
• Platform migration guides — per source platform (NationBuilder, NGP VAN, Action Network, CiviCRM)
• Data export guide
• Deduplication and merge guide
• Electoral boundary data import guide (GeoJSON, Shapefile, KML)

Compliance Guides

• Campaign finance reporting — per jurisdiction (what to file, when, how to generate reports)
• Consent management best practices — per jurisdiction
• Data subject rights handling — step-by-step for each right (access, correction, deletion)
• Foreign contribution compliance — how the two-tier screening works, handling flagged donations
• Campaign period restrictions — per jurisdiction, what changes during campaign periods

Security Guides

• BYOK key management — generation, backup, rotation, recovery, what happens if you lose your key
• Passkey setup and management
• Trusted contact recovery setup
• Device security recommendations
• Security tier selection guide (standard, enhanced, aggressive)
• Self-hosted deployment guide — step-by-step with configuration templates

Fundraising Guides

• Donation form creation and optimization
• A/B testing guide
• Recurring donation management
• Cash donation recording and chain-of-custody
• Alliance fundraising setup and split configuration
• Pledge management
• Refund processing

# Video Tutorials

Short (<5 min) task-specific videos for visual learners:

• Platform walkthrough (interactive tour equivalent as a video)
• Creating your first donation form
• Importing a voter file
• Setting up a canvassing campaign
• Configuring compliance settings
• Managing recurring donations
• Using the compliance dashboard

All videos produced in English first, subtitled in all supported languages, with AI-assisted translation and human review.

# In-Platform Training Module

Already decided in workflows.md: full onboarding module with:

• Platform walkthrough (interactive tour)
• Org-customizable training materials (campaign messaging, local context, safety protocols)
• Knowledge checks and quizzes
• Certification gates before field tools access
• Training materials cached for offline viewing
• Configurable per tenant (which modules are required, which are optional)

# Tier 3: Concierge & Hands-On Support

For complex setup tasks that self-service can't fully handle.

# Onboarding Concierge

DECIDED: AI-first with human escalation. AI concierge (in-platform chat) handles first contact, guides through common setup tasks, answers standard questions. Available 24/7, multilingual. When the AI can't resolve or the tenant requests it, escalates to a human specialist. Humans focus on edge cases, complex jurisdictional questions, and high-stakes setup (BYOK key management, self-hosted deployment). Scales while maintaining quality for the hard problems.

Concierge scope — complex tasks that benefit from guided support:

# Local Support Partnerships

Per product.md: full launch includes local support network with partnerships to provide training and customer service in key regions.

• Per-country support partners — local organizations or contractors who understand the political, cultural, and regulatory context
• Language-native support — support in the tenant's language, not through translation
• On-the-ground training — in-person training sessions for large org rollouts, especially in countries with low digital literacy or complex political contexts
• Regulatory liaison — local partners can help navigate country-specific regulatory requirements that the platform's automated guidance can't fully address

# Developer Support

For tenants using the public API:

• API reference — auto-generated from OpenAPI spec, interactive (Swagger UI or similar)
• Webhook documentation — event schemas, delivery guarantees, retry behavior
• SDKs — JavaScript/TypeScript (first-class), Python (community or first-class based on demand)
• Sandbox environment — per-tenant test environment with seed data
• Developer community — forum or discussion board for API users to share integrations, ask questions, and contribute

# Support Content Lifecycle

# Creation

• All support content authored in English first
• AI-assisted translation into all supported languages (per geography.md)
• Human review required for all translated support content before publication
• Critical content (compliance guides, security guides, legal templates) requires legal review per jurisdiction

# Maintenance

• Support content versioned alongside platform releases
• When a feature changes, associated support content is flagged for update
• Per-country compliance guides reviewed before each election cycle in that country
• Jurisdiction template updates trigger knowledge base article updates
• Deprecation notices when support content becomes outdated

# Localization Priority

# Support Channels

# In-Platform

• Contextual help — tooltips, info panels, warning banners (always available)
• Knowledge base search — searchable from within the platform
• AI concierge — in-platform chat for guided setup and troubleshooting (per concierge decision)
• Training module — structured onboarding content (per workflows.md)

# External

• Documentation site — public knowledge base (hosted separately from the platform)
• Community forum — for tenant-to-tenant support, feature requests, and best practice sharing
• Email support — for issues that can't be resolved through self-service
• Status page — self-hosted (per integrations.md) for platform health visibility

# What GreenGrass Does NOT Provide

• Legal advice — GreenGrass provides compliance guidance and templates, not legal counsel. Every compliance guide includes a disclaimer that tenants should consult local legal counsel for their specific situation.
• Campaign strategy — GreenGrass provides tools, not political consulting. The platform helps campaigns execute, not decide what to execute.
• Content creation — beyond AI-assisted translation and messaging generation (per workflows.md), GreenGrass doesn't create campaign content for tenants.
• Data entry services — the platform provides import tools and guidance, but tenants manage their own data.

# Support Metrics

Track to measure support quality and identify UX failures:

• Wizard completion rate — percentage of tenants who complete each onboarding wizard without abandoning
• Time to first donation — how long from tenant creation to first successful donation (proxy for onboarding effectiveness)
• Knowledge base search → resolution — percentage of searches that don't result in a support ticket
• Concierge escalation rate — percentage of AI concierge conversations that escalate to human
• Support ticket volume by category — identifies which areas need better self-service
• Per-country support volume — identifies which jurisdictions need more localized guidance

# Support Roadmap

# Alpha (Puerto Rico)

• All onboarding wizards operational (English + Spanish)
• Core knowledge base articles (English + Spanish)
• Compliance guides for US/FEC and Puerto Rico CEE
• AI concierge (per decision) — English and Spanish
• Email support channel
• Payment processor setup guide (Stripe + ATH Movil)
• FEC reporting guide

# Pilot 1 (Brazil)

• All content translated to Portuguese
• Brazil-specific compliance guides (LGPD, TSE)
• PIX setup guide
• WhatsApp Business setup concierge (Portuguese)
• TSE reporting guide
• Local support partner engagement (Brazil)

# Pilot 2 (Thailand)

• All content translated to Thai
• Thailand-specific compliance guides (PDPA, ECT, lèse-majesté)
• PromptPay setup guide
• Lèse-majesté content warnings fully localized
• Security tier guidance (aggressive tier emphasis)
• Local support partner engagement (Thailand)

# Pilot 3 (India)

• All content translated to Hindi + English (regional languages per demand)
• India-specific compliance guides (DPDPA, ECI, FCRA, MCC)
• UPI setup guide
• DLT SMS registration guide
• Multi-language consent notice setup guide
• Local support partner engagement (India)

# Pilot 4 (Lebanon)

• All content translated to Arabic + French + English
• Lebanon-specific compliance guides (GDPR-as-baseline, SCE, cash handling)
• OMT recording guide
• Cash chain-of-custody guide
• Self-hosted deployment guide (critical for Lebanon security context)
• Aggressive security tier setup guide
• Local support partner engagement (Lebanon)

# Open Questions

1. Community-contributed support content — should tenants be able to contribute knowledge base articles or guides? Could be valuable for jurisdiction-specific tips from experienced campaigns, but needs moderation.

2. Support SLAs — should paid tiers include guaranteed response times? What are reasonable SLAs given the global timezone spread?

3. Training certification marketplace — could GreenGrass-certified trainers (individuals or organizations) offer paid training services through the platform? Revenue share model?

4. Offline support content — for environments with unreliable connectivity (Lebanon, rural India), should the knowledge base and training materials be downloadable for offline access?