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# Onboardings

An **Onboarding** is the phased plan you run with a single customer to get them from signed to live. Each one belongs to a [Customer](/product/customers), carries a `csm` (the owner on your side), a `target_launch_date`, a current `phase`, and a `state` of `active`, `paused`, or `done`. A customer can have more than one onboarding open at a time, which is common when you're rolling out separate products or regions.

The default phase sequence is **Kickoff → Integration → UAT → Launch → Adoption**. Phases are workspace-wide, so every onboarding moves through the same stages in the same order. You can rename, reorder, or add phases in **Admin > Onboarding phases**, and the change applies everywhere.

Inside a phase, work happens as [Tasks](/product/onboardings/task-completion). Each task has an `assignee`, a `due_date`, and a `done` flag. Tasks can have one level of [subtasks](/product/onboardings/subtasks), and any task can carry [comments and attachments](/product/onboardings/comments-and-attachments). Everything that happens on the onboarding lands in the [audit log](/product/onboardings/audit-log).

## Where to start

Default sequence, custom phases, and the workspace-wide rule.

Who can advance, send back, or skip, and what fires on each move.

Set the date, shift it with a reason, see slippage in the Workbench.

Active, paused, and done compared side by side.

Reusable task bundles that pre-populate a phase.

Every change on the onboarding, filterable by actor and event.

Email **[help@pivotal.app](mailto:help@pivotal.app)** with a screenshot of where you got stuck and the customer or onboarding id from the URL.