ORBIT Operational Integrity Standard — Risk & Governance Framework
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Qualification

Who This Is For

If you read any of these and think, "That's me… that's exactly my problem…" — this is for you.

You're the owner who…

🧠

Is tired of carrying the entire operation in your brain.

⚡

Knows the business is good… but the execution is inconsistent.

🎯

Wants structure without becoming a micromanager.

🛡️

Is ready for a calm, professional machine—without adding payroll.

Starter

ORBIT Ops Systems — Starter

This is for you if…

  • You're done with constant reminders, follow-ups, and "Did you see that?"
  • Your team is good people, but they forget, and it becomes your burden.
  • You want proof-based accountability (receipts), not arguments.
  • You want onboarding, reminders, and handoffs to happen the same way every time.
  • You want an "off switch" where you can step away and things don't fall apart.
  • You want fewer fires, fewer pings, fewer emotional drains—more order.
You'll feel it immediately if: your calendar is owned by emergencies and your brain is full of invisible tasks.
Growth

ORBIT Ops Systems — Growth

This is for you if…

  • Leads and applicants feel like random events instead of a real intake system.
  • You've lost money because follow-up was inconsistent or someone forgot to respond.
  • You're tired of making decisions in the inbox and DMs.
  • You want screening → interview → decision → onboarding to run like a machine.
  • Your team is duplicating outreach because nobody can see what already happened.
  • You want pipeline stages you can trust—so you can forecast and scale cleanly.
You'll know it's you if: you've ever said "We had more leads than ever… but it didn't translate."
Scale

ORBIT Ops Systems — Scale

This is for you if…

  • You run delivery in cycles (sessions, cohorts, milestones) and it still feels "best effort."
  • No-shows, late homework, missed follow-ups, and scattered support are costing outcomes.
  • You want delivery to feel premium and predictable, not heroic and exhausting.
  • You need one front door for support, with escalation rules that protect your time.
  • You want attendance + submissions + progression tracked without manual chasing.
  • You want to run multiple cycles without reinventing the wheel every time.
You're the perfect fit if: the program works… but the operations don't match the quality of the program.

The "quiet yes" signals

(if these are true, it's for you)

✓

You're building something real—and chaos is the tax you're refusing to keep paying.

✓

You want a business that runs even when you're tired, traveling, or offline.

✓

You want accountability to be neutral, automatic, and consistent.

✓

You're done with "we'll remember" as a strategy.

Pick your revenue target — install ORBIT like this

$10K/month Stabilize the floor
  • Install Starter first to stop leakage: reminders, routing, acknowledgements, escalations
  • Standardize onboarding + pre/post follow-up so delivery doesn't depend on "remembering"
  • Run one rule: nothing moves forward without the required step completed
$25K/month Make leads behave
  • Add Growth and build a clean Intake → Screen → Book → Decide pipeline
  • Turn follow-up into a system: auto reminders + logged comms
  • Make your calendar intentional: only the right people get the booking link
$50K/month Convert faster, drop less
  • Keep Starter + Growth running together (ops stability + sales machine)
  • Install one conversion spine: Trial / Consult → Offer → Payment → Onboarding
  • Add stalled-record sentinels so anything sitting too long gets surfaced automatically
$100K/month Delivery on rails
  • Add Scale and date-stamp your delivery: orientation → sessions → follow-up → progression
  • Turn attendance + homework into pipelines (not messages): capture, track, escalate
  • Put support behind one door: Help Desk + SLA escalation so exceptions don't hijack your day
$250K+/month Multiple cycles, zero chaos
  • Run Scale as the operating spine and enforce capacity gating (protect quality + prevent overload)
  • Route by role/region automatically so ownership is rules-based, not "who noticed"
  • Add weekly control cadence: Ops Pulse + archive/freeze hygiene so reporting stays real and the system stays clean
🛡️
Risk & Governance Framework

ORBIT Operational
Integrity Standard

The installation, safety, change-control, access, and messaging governance rules ORBIT follows before anything goes live in your CRM.

📋 Operational Definition

ORBIT installs an execution layer inside SmartScale CRM that runs operations on stage truth + date enforcement + required actions + acknowledgments + escalation + audit logging. ORBIT does not "add more automation." It adds control: it prevents silent drift, enforces completion, and creates receipts (logs, acknowledgments, proof packet, weekly pulse).

Download the Checklist ↓ View 17 Controls ↓
⚡ Prime Rule

Every Section Must Contain These 4 Elements

01
🎛️
Control
02
📄
Evidence
03
🛑
Stop/Fail State
04
✍️
Owner

If a section doesn't produce evidence or a stop/fail state, it's not ✓ compliant.

17 Operational Controls

Control / Evidence / Stop State

Every control defines what we do, what you receive, and what halts go-live or messaging.

🎛️ Control
ORBIT Touches (within ORBIT modules only):
  • Pipelines + stages
  • Custom fields (source-of-truth fields only)
  • Calendars (ORBIT calendars only)
  • Forms/surveys used by ORBIT
  • Templates used by ORBIT
  • Workflow modules under ORBIT naming standard
  • Reporting exports + dashboards tied to ORBIT fields

ORBIT Never Touches without explicit written approval:
  • Billing settings / payment processor configuration
  • Existing automations outside ORBIT modules
  • User permissions / roles
  • Domains/DNS
  • Phone numbers, sender identities, email domains
  • Legacy pipelines (unless mapped + approved)
📄 Evidence
  • Scope Map: module inventory + naming registry + "in-scope / out-of-scope" list
  • Change Register: every approved exception logged with date + approver
🛑 Stop State
If a requested change falls outside scope and is not approved → no production change is made.
🎛️ Control
  • ORBIT installs as isolated modules with strict naming and routing boundaries.
  • No edits to existing assets unless they are explicitly mapped into ORBIT scope.
📄 Evidence
  • Module Inventory (workflows, fields, pipelines, templates) with version IDs
  • Dependency Map (what depends on what)
🛑 Stop State
If isolation cannot be maintained (account conflicts / naming collisions) → install pauses until containment plan is approved.
🎛️ Control
Go-Live requires verified completion of:
  • Stage transitions: happy path + 3 failure paths
  • Stop-conditions: paid / frozen / suppressed / duplicate entry
  • Message governance: caps + quiet hours + opt-out tested
  • Ownership routing: role/region/offer rules verified
  • Acknowledgments: captured and visible in record
  • Logs: events created for key state changes
  • Rollback: module disable + restore tested
📄 Evidence
Go-Live Proof Packet (timestamped):
  • Checklist results
  • Screenshots / log references
  • Test contact IDs (internal only)
  • "What shipped" module list + version numbers
🛑 Stop State
Any failed test → no go-live. Fix → re-test → new proof packet.
🎛️ Control
  • Global Freeze Tag: halts outbound + escalations
  • Module Disable Toggles: disable one operator without killing the spine
  • Channel Failover: SMS fail → email → internal task
  • Manual Override: assign human owner; system logs "override reason"
📄 Evidence
  • Brake Test Log (prove each brake works)
  • Rollback Record (what was disabled, when, and why)
🛑 Stop State
If outbound failure rate spikes or compliance flag triggered → auto-freeze until reviewed.
🎛️ Control
  • Versioning per module: ORBIT-OPS-### vX.Y
  • Change flow: Request → Impact → Approval → Deploy Window → Verify → Release Note
  • Rule: no production edits during business hours unless severity qualifies.
📄 Evidence
  • Change Requests (who asked, what changed, risk, rollback plan)
  • Release Notes (diff summary)
  • Post-Deploy Verification Log (what was re-tested)
🛑 Stop State
No approval → no deploy. No rollback plan → no deploy.
🎛️ Control
  • Consent handling rules: opt-in capture, opt-out honoring, suppression logic
  • Quiet hours + throttles: per contact + per segment
  • Sender identity standards: consistent "from" identity + domain hygiene
  • "Test Contact" protocol before any broad send
  • Message caps enforced at workflow level + account level (where possible)
📄 Evidence
  • Messaging Policy Sheet (caps, quiet hours, suppression rules)
  • Send Test Record (test contact results + timestamps)
  • Suppression Register (reasons + source)
🛑 Stop State
Any compliance risk signal (opt-out mismatch, unexpected blast volume) → freeze outbound and require review.
🎛️ Control
  • Define what data ORBIT accesses, where it resides, and who can view it
  • Least-privilege access; no shared logins
  • Access is time-bound where possible; credential handling follows principle of minimum exposure
📄 Evidence
  • Access Register (users, roles, granted scopes, grant date, revoke date)
  • Data Handling Statement (data types, storage location, retention intent, audit visibility)
🛑 Stop State
If least-privilege cannot be achieved due to account constraints → remediation plan required before go-live.
🎛️ Control
Role templates with explicit rights:
  • Owner / Ops Lead / Intake / Delivery / Support / Read-Only Exec
Rules:
  • No shared logins
  • Every action attributable to a named user
Offboarding:
  • Deactivate user → reassign ownership → revoke access → log completion
📄 Evidence
  • Role Matrix (who can do what)
  • Offboarding Checklist (timestamped completion)
🛑 Stop State
If shared-login behavior is discovered → access must be normalized (named accounts) before continuing support-sensitive operations.
🎛️ Control
  • Field dictionary per source-of-truth field: name, type, allowed values, writer (human/system), edit permissions
  • Stage invariants: "If stage = X, these fields must exist"
  • Validation: block impossible states (example: Delivered requires Started timestamp)
📄 Evidence
  • Data Dictionary (exportable)
  • State Machine Spec (stage invariants + required fields)
  • Validation Log (what was prevented and why)
🛑 Stop State
If required fields aren't present, record cannot advance stage without explicit override (logged).
🎛️ Control
Daily automated checks:
  • Stalled queues exceed threshold
  • Escalation backlog grows
  • Acknowledgment completion drops
  • Outbound send failure spikes
  • Stage stall rate above threshold (records stuck > X days)
Alerts route by severity to internal channels.
📄 Evidence
  • Ops Health Snapshot (daily)
  • Ops Pulse (weekly)
  • Incident/Anomaly Log (what triggered, what was done)
🛑 Stop State
Threshold breach triggers alert + optional auto-freeze depending on category.
🎛️ Control
Severity ladder with response procedure:
  • S0: business halted (checkout/access/critical routing)
  • S1: revenue leak / compliance risk
  • S2: bug with workaround
  • S3: how-to / optimization
Each severity has: triage steps, comms cadence, resolution verification, post-incident note.
📄 Evidence
  • Incident Ticket (timeline, actions, resolution, verification)
  • Post-Incident Note (what changed + prevention)
🛑 Stop State
S0/S1 incidents can trigger temporary freezes until verified stable.
🎛️ Control
  • Client: access, calendars, offer definitions, internal roles, brand approvals
  • ORBIT: architecture, build, QA, go-live, instrumentation
  • Shared: mapping approval + proof packet signoff
Formal signoffs:
  • Scope signoff (what's touched)
  • Go-Live signoff (proof packet accepted)
📄 Evidence
  • RACI Sheet + Signoff Records (timestamped)
🛑 Stop State
No signoff → no go-live.
🎛️ Control
  • 1-page "How we run the day now"
  • 5-minute role clips (Intake/Delivery/Support/Operator)
  • Decision cards ("If this happens → do this")
  • Stage-tied delivery: assets appear only when relevant
Make adoption measurable:
  • Role readiness checks for each role (pass/fail)
📄 Evidence
  • Role Readiness Checklist (completed per role)
  • Acknowledgment Receipts for training assets where required
🛑 Stop State
If critical role readiness is not met, ORBIT can run in reduced mode (no escalation to that role) until ready.
🎛️ Control
Monthly export pack definition:
  • Pipelines + stages
  • Custom fields dictionary
  • Templates list
  • Module inventory + versions
Cancellation clarity:
  • What remains
  • What disables
  • What documentation you keep
  • How to revert ownership cleanly
📄 Evidence
  • Ownership Packet (downloadable/exportable artifacts)
  • Exit Checklist (if applicable)
🛑 Stop State
None needed — this is your lock-in antidote.
🎛️ Control
ORBIT tracks a standard set of operational metrics with consistent definitions:

Inputs:
  • Lead volume
  • Close rate
  • No-show rate
  • AOV
  • Support hours/week
Outputs (computed, not promised):
  • Recovered revenue from rescues (based on converted rescues × AOV)
  • Hours saved (based on prevented manual follow-ups × avg handling time)
  • Rework reduction (based on prevented "missed step" cycles)
📄 Evidence
  • Metric Definitions Sheet (exact formulas + field sources)
  • Weekly Ops Pulse includes these metrics as a report, not a claim
🛑 Stop State
If source fields aren't reliable, metrics are flagged as "insufficient data" instead of guessed.
🎛️ Control
ORBIT is NOT:
  • A PM tool replacement (tasks)
  • A VA/admin substitute (humans)
  • "More automations" (sending)
ORBIT IS:
  • Lifecycle enforcement: stage truth + deadlines + ownership + receipts + escalation
📄 Evidence
  • Decision Matrix (when ORBIT is needed vs when a tool/admin is sufficient)
🛑 Stop State
None — this is classification control only.
🎛️ Control
  • Sticky header CTA + bottom CTA: See Plans + Start Trial
  • UTM required for attribution
  • Optional anchor to pricing/trial section if supported
📄 Evidence
  • Analytics shows integrity-page-assisted conversions
🛑 Stop State
None.
📋

Go-Live Proof Packet

Every ORBIT installation includes a timestamped proof packet documenting what was tested, what shipped, and what passed. No exceptions.

✓ Checklist results with pass/fail status
✓ Screenshots / log references
✓ Test contact IDs (internal only)
✓ "What shipped" module list + versions
✓ Happy path + 3 failure paths tested
✓ Rollback procedure verified
Download the Checklist ↓
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