How onboarding, credential recovery, self-service billing, incident recovery, and policy presets turn a complex infrastructure product into a ten-minute workflow.
The target is no support on the normal path
No human contact should be necessary for supported installations, ordinary scans, policy selection, safe fixes, billing changes, exports, or deletion. Human support remains essential for platform outages and genuinely atypical infrastructure.
Recovery is part of onboarding
OAuth expiry, missing permissions, webhook drift, interrupted jobs, and partial deployments are normal states. The product should diagnose and recover from them automatically rather than turn each one into a ticket.
Measure autonomy honestly
Track first useful result, assisted installation rate, automated incident resolution, mutation rollback coverage, and the percentage of customers who require a conversation. These metrics expose friction better than total signups.
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