# Feature Specification: Enterprise Appliance Experience Hardening **Feature Branch**: `main` **Created**: 2026-07-12 **Status**: Draft **Input**: User description: "Make Nexus One AI a top-notch customer experience that feels like an enterprise appliance." ## Clarifications ### Session 2026-07-12 - Q: Should enterprise-experience hardening ship as phases or as one complete redesign? → A: Phased rollout: setup/readiness first, daily administration second, recovery/support third. - Q: Which product configurations must Phase 1 cover? → A: One representative Workstation and one representative Server configuration. - Q: How should each phase progress to general release? → A: Internal validation, then a controlled customer pilot, then general release. - Q: Who approves completion of each phase? → A: Product owner and delivery/support jointly approve. - Q: What accessibility standard applies to customer-facing setup and portal experiences? → A: WCAG 2.2 Level AA. ## User Scenarios & Testing *(mandatory)* ### User Story 1 - Confident First-Time Setup (Priority: P1) As a customer administrator, I can move from first boot through a validated, ready-to-use Nexus One AI appliance without needing undocumented knowledge or encountering contradictory product, tier, or license information. **Why this priority**: Installation is the customer's first direct experience of the product and a failed or ambiguous setup prevents every later outcome. **Independent Test**: A representative administrator can complete setup on a supported appliance, understand every decision, recover from correctable input or service failures, and reach a clearly identified ready state using only product-provided guidance. **Acceptance Scenarios**: 1. **Given** a supported new appliance, **When** the administrator completes setup with valid inputs, **Then** each step explains its purpose, validates before commitment, preserves previous choices, and ends with an accurate readiness summary and next actions. 2. **Given** invalid network, customer, license, tier, or component input, **When** validation fails, **Then** the administrator sees a plain-language explanation beside the affected decision and can correct it without restarting the entire journey. 3. **Given** installation is interrupted or a required component fails, **When** the administrator returns to the appliance, **Then** the product shows the last reliable state, customer impact, diagnostic reference, and safe resume or recovery action. 4. **Given** hardware or licensing prevents a tier or component selection, **When** options are shown, **Then** unavailable choices are explained using customer-facing product names and no unsupported configuration can be committed accidentally. --- ### User Story 2 - Coherent Daily Administration (Priority: P1) As an authorized administrator, I can understand appliance health, capacity, licensing, security, users, models, knowledge, and operational work from one coherent product experience. **Why this priority**: Daily confidence depends on the portal behaving as a unified control plane, not a collection of disconnected pages and tools. **Independent Test**: An administrator can identify overall appliance state, locate the five most common administrative tasks, complete each task, and interpret success or failure without external guidance. **Acceptance Scenarios**: 1. **Given** a healthy appliance, **When** the administrator signs in, **Then** the landing experience presents current readiness, important alerts, capacity context, license/support state, and the highest-value next actions without fabricated or stale status. 2. **Given** the administrator moves between portal areas, **When** equivalent concepts or actions appear, **Then** naming, navigation, status severity, interaction, and confirmation patterns remain consistent. 3. **Given** an operation is long-running, **When** it starts, progresses, completes, or fails, **Then** its state remains discoverable and the administrator is not left uncertain whether the action occurred. 4. **Given** an empty, loading, restricted, partially available, or failed state, **When** a page is viewed, **Then** the state is distinguishable, truthful, and accompanied by an appropriate action. --- ### User Story 3 - Safe Operations and Recovery (Priority: P1) As an appliance operator or support engineer, I can diagnose and recover common operational problems without exposing secrets, damaging customer data, or relying on source-code knowledge. **Why this priority**: Enterprise trust is established during failure and recovery, not only during normal operation. **Independent Test**: A trained operator can use product-provided health, audit, diagnostic, backup, and recovery guidance to resolve or escalate representative failures with a complete evidence trail. **Acceptance Scenarios**: 1. **Given** one or more services are degraded, **When** the operator reviews system status, **Then** the product distinguishes customer impact from technical detail and identifies safe checks, recovery actions, and escalation evidence. 2. **Given** a backup, restore, upgrade, restart, or other consequential action, **When** it is requested, **Then** prerequisites, scope, expected disruption, confirmation, progress, result, and rollback or recovery guidance are available. 3. **Given** diagnostics are generated, **When** they are viewed or exported, **Then** secrets and protected customer content are excluded while timestamps, correlation details, and relevant state remain sufficient for support. 4. **Given** a privileged or security-sensitive action occurs, **When** audit history is reviewed, **Then** it identifies who acted, what category of change occurred, when it occurred, the result, and the affected scope without recording secret values. 5. **Given** an authorized administrator needs to remove appliance software, **When** removal is requested, **Then** retained and deleted data, service impact, prerequisites, confirmation, progress, result, rollback limits, and recovery or escalation guidance are explicit. --- ### User Story 4 - Predictable Product Entitlements (Priority: P2) As a customer or Cezen delivery team member, I see capabilities that accurately match the purchased Nexus One AI product, licensed tier, provisioned components, and supported hardware. **Why this priority**: Contradictions between sales labels, licenses, installation options, portal capabilities, and documentation undermine confidence and create field-support failures. **Independent Test**: Representative Workstation and Server S/M/L/Max configurations show the correct labels, permitted actions, explanatory restrictions, and matching documentation throughout setup and daily administration. **Acceptance Scenarios**: 1. **Given** any supported product and tier, **When** product identity or entitlement is displayed, **Then** customer-facing labels are consistent while internal compatibility identifiers remain hidden unless diagnostically necessary. 2. **Given** a capability is not licensed, provisioned, supported by hardware, or currently available, **When** the customer encounters it, **Then** the product distinguishes those causes and provides the appropriate commercial, provisioning, hardware, or recovery next action. 3. **Given** a package or release is prepared, **When** its customer experience is accepted, **Then** installer, portal, backend behaviour, deployment roles, documentation, and delivery artifact agree on product names and capability boundaries. --- ### User Story 5 - Guided Evaluation and Handover (Priority: P2) As a customer evaluator or newly assigned administrator, I can understand what the appliance is, verify that it is ready, discover its key capabilities, and find authoritative help without a live Cezen walkthrough. **Why this priority**: A polished enterprise product must remain understandable after the sales or delivery team leaves. **Independent Test**: A representative evaluator can identify product purpose, current readiness, licensed capabilities, key first tasks, help resources, and support evidence within ten minutes. **Acceptance Scenarios**: 1. **Given** a newly provisioned appliance, **When** an evaluator first enters the portal, **Then** the experience provides role-appropriate orientation without blocking experienced users. 2. **Given** a user needs help, **When** contextual and central help are accessed, **Then** guidance matches the current product terminology and points to safe, relevant actions. 3. **Given** the appliance is operating in a restricted network, **When** help or diagnostics are needed, **Then** essential guidance remains locally available and external dependencies are clearly identified. ### Edge Cases - Browser refresh, session expiry, duplicate submission, or navigation during a long-running action. - Power, network, storage, GPU, or dependent-service loss during setup or maintenance. - License missing, malformed, expired, hardware-bound incorrectly, or valid for a different tier. - Appliance provisioned above or below current license or hardware capability. - Partial installation where some tools are intentionally omitted and others failed unexpectedly. - Empty system, first user, no models, no documents, no audit events, and no historical health data. - Multiple simultaneous administrators attempting conflicting consequential operations. - Clock drift or unavailable time source affecting licenses, certificates, logs, and audit ordering. - Insufficient storage or capacity discovered before and during a consequential operation. - Diagnostic export requested when protected customer documents or secrets are present. - Upgrade or restart interrupted after state changes but before completion is recorded. - Removal interrupted after services or data have been changed but before completion is recorded. - Portal information is temporarily older than the underlying appliance state. ## Requirements *(mandatory)* ### Functional Requirements - **FR-001**: The product MUST provide a continuous, understandable journey from first boot to a verified ready state. - **FR-002**: The product MUST present a unified view of overall readiness, degraded conditions, important alerts, capacity context, license/support state, and actionable next steps. - **FR-003**: Every customer-facing status MUST distinguish at least loading, empty, ready, degraded, failed, restricted, and unavailable states when those states are possible. - **FR-004**: Every customer-correctable error MUST explain the problem, affected scope, and safe next action without exposing implementation-only codes as the primary message. - **FR-005**: Long-running and consequential operations MUST expose initiation, progress, completion, failure, and recovery state that remains discoverable after navigation or session interruption. - **FR-006**: Consequential operations MUST identify prerequisites, scope, expected disruption, and recovery implications before confirmation. - **FR-007**: The product MUST prevent accidental duplicate or conflicting consequential operations. - **FR-008**: Navigation, product terminology, severity levels, interaction patterns, confirmations, and feedback MUST be consistent across customer-facing areas. - **FR-009**: Customer-visible operational values MUST identify their freshness or last-observed time when they are not guaranteed to be live. - **FR-010**: The product MUST provide contextual help for setup, licensing, health, models, knowledge, users, security, backup, restore, upgrade, and recovery journeys. - **FR-011**: Essential setup, operational, recovery, and escalation guidance MUST remain available on the appliance without requiring public internet access. - **FR-012**: Role restrictions MUST be explained without revealing protected data or presenting controls that appear usable but always fail. - **FR-013**: Privileged, security-sensitive, licensing, configuration, and lifecycle actions MUST create an audit record containing actor, time, action category, affected scope, and outcome. - **FR-014**: Diagnostic views and exports MUST omit secrets, credentials, license payloads, and protected customer content by default. - **FR-015**: Support evidence MUST include enough timestamps, correlation details, product identity, entitlement state, and component health to reproduce or escalate a reported issue. - **FR-016**: The product MUST accurately distinguish licensed, provisioned, hardware-supported, and currently available capability states. - **FR-017**: Workstation and Server S/M/L/Max naming and capabilities MUST remain consistent across setup, portal, documentation, support evidence, and release artifacts. - **FR-018**: The product MUST provide a concise first-use orientation and a persistent route to authoritative help without obstructing returning users. - **FR-019**: Every release affecting customer journeys MUST identify all changed surfaces and verify that the packaged delivery contains the accepted versions. - **FR-020**: Known degraded capabilities MUST be visible to affected users and MUST NOT be represented as healthy or complete. - **FR-021**: The product MUST preserve customer-entered setup data and completed safe steps when a recoverable interruption occurs. - **FR-022**: Recovery actions MUST clearly distinguish safe retry, resume, rollback, restore, restart, and escalation choices when applicable. - **FR-023**: Delivery MUST use three independently accepted phases in this order: setup and readiness, daily administration, then recovery and support. Each phase MUST satisfy its applicable quality gates before the next phase is accepted. - **FR-024**: Phase 1 acceptance MUST include one representative Workstation configuration and one representative Server configuration; shared behaviour MUST pass on both, while tier-specific behaviour MUST be explicitly identified for later matrix coverage. - **FR-025**: Each phase MUST pass internal validation and a controlled customer pilot before general release. Pilot findings that affect customer safety, task completion, entitlement accuracy, or recovery MUST be resolved and revalidated before promotion. - **FR-026**: Phase acceptance MUST require recorded joint approval from the product owner and an accountable delivery/support representative after reviewing customer-experience and operational evidence. - **FR-027**: Customer-facing setup and portal journeys MUST conform to WCAG 2.2 Level AA, including keyboard operation, focus visibility, semantic structure, accessible names, contrast, status announcements, error identification, and non-colour status cues. - **FR-028**: Appliance software removal MUST be an authorized, auditable, durable operation that identifies retained and deleted data, requires explicit confirmation, protects backups by default, and provides truthful completion, rollback-limit, recovery, and escalation outcomes. - **FR-029**: Every new operation, recovery, removal, diagnostic, and support-evidence interface MUST enforce server-side authorization and MUST be covered by allowed-role and denied-role tests. ### Enterprise Appliance Requirements *(mandatory)* - **EA-001 Customer Experience**: All primary journeys and their empty, loading, restricted, degraded, failure, and recovery states MUST use consistent Nexus One AI language and actionable guidance. - **EA-002 Security & Audit**: Authorization MUST be enforced for every privileged action; audit and diagnostics MUST retain useful evidence while excluding secret values and protected content. - **EA-003 Lifecycle & Recovery**: Setup, configuration, restart, upgrade, backup, restore, and interruption behaviour MUST define safe preconditions, progress, outcomes, and recovery paths. - **EA-004 Entitlement & Packaging**: Workstation and Server tier behaviour MUST remain consistent with licensed, provisioned, and hardware-supported capabilities across every delivery surface. - **EA-005 Operability**: Health, diagnostics, logs, local help, and escalation evidence MUST support customer-controlled and restricted-network operation. ### Key Entities - **Appliance Readiness**: Overall customer-relevant state, affected capabilities, freshness, alerts, and next actions. - **Operation**: A consequential or long-running activity with actor, scope, lifecycle state, progress, result, and recovery options. - **Entitlement State**: Product category, commercial tier, licensed capabilities, provisioned components, hardware support, and current availability. - **Support Evidence Package**: Redacted product identity, timestamps, correlation information, entitlement summary, health state, and relevant operational history. - **Audit Event**: Actor, time, action category, affected scope, outcome, and correlation reference, excluding protected values. - **Guidance Item**: Locally available contextual instructions associated with a journey, state, or recovery action. ## Success Criteria *(mandatory)* ### Measurable Outcomes - **SC-001**: At least 90% of representative first-time administrators complete supported setup and reach a verified ready state without undocumented assistance. - **SC-002**: At least 90% of representative administrators can identify overall appliance health, license state, and the correct next action for a degraded condition within two minutes. - **SC-003**: At least 95% of customer-correctable failures tested provide an accurate explanation and a successful safe recovery path without restarting the entire journey. - **SC-004**: The five most common administrative tasks can each be located within three navigation decisions and completed without external documentation by at least 90% of representative users. - **SC-005**: 100% of tested privileged, security-sensitive, licensing, configuration, and lifecycle actions produce the required audit evidence without secret values. - **SC-006**: 100% of representative Workstation and Server tier test cases display consistent product names and capability boundaries across setup, portal, help, and release acceptance evidence. - **SC-007**: All tested consequential operations retain or recover a truthful final state after page refresh, session expiry, or simulated interruption. - **SC-008**: A trained operator can diagnose, safely recover, or prepare a complete escalation package for each agreed common failure scenario within 15 minutes. - **SC-009**: No accepted release contains placeholder content, dead controls, unexplained primary error codes, fabricated production values, or customer-visible legacy product naming. - **SC-010**: Every accepted customer-facing release has traceable evidence for primary journeys, failure states, entitlement boundaries, recovery impact, and packaged artifact identity. - **SC-011**: Phase 1 produces passing setup and readiness evidence on both one representative Workstation and one representative Server configuration. - **SC-012**: Every general release has recorded internal-validation and controlled-pilot evidence, with no unresolved critical customer-safety, task-completion, entitlement, or recovery findings. - **SC-013**: All customer-facing setup and portal pages changed by a phase pass automated checks and representative manual keyboard and assistive-technology checks for WCAG 2.2 Level AA conformance, with no unresolved Level A or Level AA failures at acceptance. - **SC-014**: Under normal representative appliance conditions, readiness is displayed within 10 seconds of portal entry in at least 95% of measured trials. - **SC-015**: Local navigation provides visible feedback within 1 second in at least 95% of measured interactions on supported browsers. - **SC-016**: Consequential-operation submission provides acknowledgement or a validation result within 2 seconds in at least 95% of measured trials under normal appliance conditions. ### Verification Evidence *(mandatory)* - **Static/local evidence**: Terminology, navigation, state coverage, authorization, redaction, audit, entitlement, accessibility, and journey checks defined per affected surface. - **Deployment evidence**: A clean supported installation plus upgrade or reconfiguration from a representative existing appliance, including interruption and recovery scenarios. - **Live-appliance evidence**: Role-based setup and daily-administration journeys on representative Workstation and Server configurations, with healthy, empty, restricted, degraded, and failed states. - **Release artifact evidence**: Recorded source revision, package identity, build time, checksum, and confirmation that accepted portal, service, deployment, help, and entitlement content is included. ## Assumptions - This feature hardens the existing Nexus One AI product rather than replacing its architecture. - The first release targets current supported desktop browsers used on the customer network. - Existing authentication, product categories, Server tier identifiers, licensing rules, and customer data remain authoritative unless a later specification explicitly changes them. - The work includes the first-boot setup and customer portal plus the supporting operational behaviour necessary to make those journeys truthful. - Delivery is phased: setup/readiness first, daily administration second, and recovery/support third; this ordering does not remove cross-phase consistency requirements. - Public internet access cannot be assumed after installation. - Exact capacity and performance thresholds will be set per product/tier during planning using validated hardware and workload evidence. - The delivery team will identify the most common administrative tasks and failure scenarios from product telemetry where available, support history, and field experience before acceptance testing. - Percentage-based administrator outcomes use at least 10 representative participants across internal validation and controlled pilot; results report the participant count and product configuration. - The customer-correctable failure corpus contains at least 20 representative cases across input, entitlement, network, service, storage, interruption, and stale-state categories. - Audit completeness is measured against a reviewed inventory of every privileged, security-sensitive, licensing, configuration, lifecycle, removal, and support-evidence action. - Mobile-native applications, a complete visual rebrand, new commercial tiers, and replacement of underlying third-party tools are outside this feature unless separately specified. ## Out of Scope - Introducing new commercial product categories or changing purchased entitlement definitions. - Replacing underlying AI, observability, notebook, or document-processing tools solely for visual consistency. - Claiming high availability, redundancy, offline model availability, or recovery objectives that the deployed product has not been designed and validated to provide. - Implementing feature changes during this specification phase.