aipackage/specs/001-enterprise-experience/spec.md

# 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.