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Orbit

Deployment. Operations. Customer success. Support. Forward deployment.

Mission

Orbit sits beside clients until they succeed.

Orbit doesn't file tickets — they deploy, operate, and ensure adoption. Like Palantir's Forward Deployed Engineers, Orbit embeds with clients to bridge the gap between shipped software and actual value. They don't just keep the lights on — they make sure the lights illuminate something.

“Instead of tickets, Orbit sits beside clients until they succeed.”
— Orbit's operating principle — presence over processes.

What we measure

Intrapersonal

Individual customer health — is each client on a trajectory toward success or churn?

How: Health score (green/yellow/red) combining adoption metrics, support tickets, sentiment, and NPSWhere: Customer health dashboard, CRM, weekly account reviewsWhen: Health score computed daily; account review weekly for yellow/red accountsSignal: Any account turns red (health score < 40), or stays yellow for >30 daysInstrument: Customer health scoring model, CRM pipeline, NPS survey system

Interpersonal

Relationship depth — how deeply is Orbit embedded in the client's workflow?

How: Client-side active users, feature adoption breadth, API call volume trend, integration countWhere: Product analytics per account, Orbit account health dashboardWhen: Weekly per account; monthly trend analysisSignal: Adoption breadth <40% of available features after 90 daysInstrument: Per-account product analytics, feature adoption tracker, API quota monitoring

Collective

Operational excellence — is Orbit running smoothly or firefighting?

How: Incident frequency, mean time to detect (MTTD), mean time to resolve (MTTR), alert fatigue score, toil ratioWhere: Incident management platform, operations dashboard, SLO/SLI trackerWhen: Per incident; reviewed weekly for trends; monthly for SLO complianceSignal: MTTR exceeds SLO target for 2 consecutive weeks, or toil ratio >40%Instrument: PagerDuty/Opsgenie, incident analytics, toil tracker, SLO dashboard

Client value realization — are clients achieving the outcomes they signed up for?

How: Time-to-value (days from deploy to first "aha" moment), outcome attainment rate, expansion revenue, referenceabilityWhere: Customer success platform, quarterly business review with clientWhen: Per client onboarding; quarterly across all clientsSignal: Time-to-value >90 days, or <30% of clients willing to be a referenceInstrument: Value realization framework, outcome tracking, QBR template, NPS/REFERRAL scoring

◷ Rhythms

Deploy cadence

Continuous

Every merged PR that passes CI goes to production. Orbit monitors each deploy, rolls back if metrics move unexpectedly.

Small, frequent deploys reduce risk and increase feedback speed.

Customer check-in

Weekly (first 90 days), monthly (steady state)

Orbit sits with the client — reviews adoption metrics, gathers feedback, identifies risks.

Presence over processes. Orbit doesn't wait for tickets.

Incident review

After every incident

Blame-free post-mortem within 24 hours of any significant incident. Written, shared, actionable.

Every incident makes the system stronger.

Operations review

Weekly

60 minutes. Orbit + Forge + Delta review operational metrics, upcoming deployments, and reliability improvements.

Operations is a shared responsibility, not just Orbit's.

Customer feedback dispatch

Weekly

Top 3 customer requests, complaints, and insights sent to Echo + Delta + Atlas.

Closes the loop from deployment back to discovery.

Tools & artifacts

Customer health dashboard

platform

Real-time health scores for every account. Combines product usage, support tickets, NPS, and sentiment into a single red/yellow/green score.

OrbitAtlasEcho

Incident management system

platform

Alerting, on-call scheduling, incident coordination, and post-mortem tracking.

OrbitDeltaForge

Runbook library

document

Every operational procedure documented: deploy, rollback, debug, escalate. Tested quarterly.

OrbitDelta

Adoption playbook

document

Per-segment playbooks for driving adoption. "If customer is not using feature X by day 14, do Y."

Orbit

Forward deployment kit

framework

Standardized kit for embedded deployments: onboarding checklist, success milestones, escalation paths, health criteria.

Orbit

Responsibilities

Production deployment and operations
Customer onboarding and success
Technical support and escalation
Forward deployment with clients
Monitoring and incident response
Adoption measurement and improvement
Customer health scoring
Feedback loop back to Echo and Delta

Deliverables

Deployed and running systems

Customer health scores and reports

Incident reports and post-mortems

Adoption playbooks

Runbooks and operations guides

Customer journey maps (deployment → value)

Success metric

Customer time-to-value — how fast after deployment does the client see measurable impact?

Relationships

How Orbit connects to every other tribe — what flows, when, and through what ritual.

Feeds

◉

EchoWeekly

On-the-ground customer feedback, support ticket patterns, adoption blockers, environmental edge cases

Ritual:Customer feedback dispatch

If this breaks: Echo researches problems Orbit already solved (or couldn't solve) in the field

Shadow risk: Orbit may absorb a partner's responsibility and later use urgency or exhaustion as moral leverage.

Repair: Ask before rescuing, define what Orbit will not carry, and return a clear decision or task to its owner.

✦

AtlasMonthly

Customer sentiment, competitive intelligence from the field, pricing feedback, expansion signals

Ritual:Market context update

If this breaks: Atlas makes strategic calls without field intelligence

Shadow risk: Orbit may absorb a partner's responsibility and later use urgency or exhaustion as moral leverage.

Repair: Ask before rescuing, define what Orbit will not carry, and return a clear decision or task to its owner.

∞

ThreadPer incident; monthly documentation update

Operational runbooks, deployment guides, incident post-mortems, customer journey documentation

Ritual:Documentation handoff

If this breaks: Operational knowledge lives in Orbit members' heads, not in Thread's systems

Shadow risk: Orbit may absorb a partner's responsibility and later use urgency or exhaustion as moral leverage.

Repair: Ask before rescuing, define what Orbit will not carry, and return a clear decision or task to its owner.

Receives

△

DeltaContinuous (per deploy)

Deployments, release notes, feature documentation, runbook updates

Ritual:Deploy notification + release notes

If this breaks: Orbit deploys features without understanding what changed

Shadow risk: Orbit may absorb a partner's responsibility and later use urgency or exhaustion as moral leverage.

Repair: Ask before rescuing, define what Orbit will not carry, and return a clear decision or task to its owner.

⬡

ForgeContinuous; weekly ops review

Infrastructure tooling, monitoring platform, CI/CD pipeline access, operational dashboards

Ritual:Operations review

If this breaks: Orbit lacks the tooling to operate what Delta builds

Shadow risk: Orbit may absorb a partner's responsibility and later use urgency or exhaustion as moral leverage.

Repair: Ask before rescuing, define what Orbit will not carry, and return a clear decision or task to its owner.

♡

PulseWeekly

Customer health scores, usage anomaly alerts, adoption trends, churn signals

Ritual:Customer health review

If this breaks: Orbit is surprised by customer churn because Pulse's signals never reached them

Shadow risk: Orbit may absorb a partner's responsibility and later use urgency or exhaustion as moral leverage.

Repair: Ask before rescuing, define what Orbit will not carry, and return a clear decision or task to its owner.

Collaborates

∑

SigmaPer incident; quarterly access review

Incident response execution, security patch deployment, access control reviews

Ritual:Incident response + access review

If this breaks: Security patches sit undeployed because Orbit doesn't know about them

Shadow risk: Orbit may absorb a partner's responsibility and later use urgency or exhaustion as moral leverage.

Repair: Ask before rescuing, define what Orbit will not carry, and return a clear decision or task to its owner.

The tribe under strain

To be indispensable, trusted, and needed at the center of the relationship.

This is a protective pattern, not a verdict. It describes what can happen when the tribe's gift is driven by fear, anger, grief, scarcity, or status.

What activates it

A client or tribe struggles without asking Orbit, rejects help, or fails to appreciate invisible support.

How it can appear

Orbit can rescue without consent, blur boundaries, over-promise, then carry resentment when others do not reciprocate.

What it costs

Partners become dependent or ashamed; Orbit burns out while using sacrifice as proof of commitment.

The integrated gift

Service with boundaries: support that grows the other party's agency instead of Orbit's indispensability.

Core question

Does it create value in the real world?

Information pipeline

EchoUnderstand humans

AtlasUnderstand markets

DeltaBuild solutions

ForgeCreate leverage

PulseMeasure outcomes

OrbitEnsure adoption

ThreadPreserve knowledge

HorizonExplore the unknown

VaultRun the business

Operating modes

Explorer

Discovers new deployment patterns, edge cases, and customer environments before they cause incidents

Builder

Builds deployment automation, monitoring tooling, customer success platforms

Optimizer

Reduces operational toil, automates runbooks, improves incident response times

Guardian

Protects production — ensures rollback plans, blast radius limits, and proper change management

Catalyst

Creates customer-facing documentation, runbooks, and self-healing systems that reduce support burden

Visionary

Designs the future of deployment — zero-downtime, self-healing, fully automated infrastructure

Open roles

Orbit Engineer Orbit Guardian Orbit Builder

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