> ## Documentation Index > Fetch the complete documentation index at: https://prism.ntecdev.ai/llms.txt > Use this file to discover all available pages before exploring further. # Pilot Onboarding > What pilot operators sign up for: the customer-care lane, the phone-home awareness posture, and the opt-out paths. Lean awareness page; deep operational detail lives in Incident Management. # Pilot Onboarding This page is for **pilot operators** running Prism today, before Prism Cloud launches. It's the short version — what you sign up for as a pilot, what's awareness-only, and where to go for operational depth. Pilots run a Local-or-LAN install (see [INSTALL](/INSTALL)). Once you're up, Prism's customer-care lane is wired in by default: questions go to Sage, incidents go to Sage → Clara, and there's an opt-in per-incident channel that lets the Prism team see Prism-product defects so we can act on them. ## Two ways the customer-care lane reaches you **Helper-mode questions** — `info`-class intake. Ask Sage anything about Prism (CLI usage, config, SPECs, ADRs, method fragments, error messages, agent roster). She answers in-thread from Prism memory and verbs. Nothing leaves your install. See [Customer Service Agent](/customer-service-agent) for the full walkthrough. **Incident-mode workflow** — `incident` / `enhancement` / `recommendation` intake. When something is broken or you have a defect to report, Sage routes the case to Clara, who triages, classifies severity / scope / kind, and prepares a redacted packet for **operator review before send**. If you approve, Clara's ET helper transports the packet via `gh issue create` to the Prism team's tracking repo. See [Incident Management](/incident-management) for the full flow, classification rubric, failure modes, and bridge-routing details. ## Customer awareness — what to know before you opt in Three things to be explicit about. None of them require action right now; they're for awareness so you know what you signed up for. ### 1. The destination repo is private and invite-only When phone-home fires, it creates a GitHub issue on the private repo **`FrankTewksbury/Prism`** via `gh` CLI. The Prism team has to invite your GitHub account as a collaborator on that repo (Triage or Write access — enough to create issues) before `prism_phone_home` works on your machine. Without the invite, the verb fails with `phone_home_repo_access_denied` and the incident stays local. Verifying you have access: ```bash theme={null} gh auth status # signed in as the invited account gh repo view FrankTewksbury/Prism > /dev/null && echo OK # has access ``` If you intend to use the phone-home channel and don't have the invite yet, ask the Prism team. If you don't intend to use it, ignore this step — Sage's `info` lane and local-only incident triage still work. ### 2. The repo may not stay private forever Treat every incident packet you approve as if it could become public someday. **Redact under that assumption.** Clara prepares a packet with PII removed, customer content removed, secrets/tokens stripped, and hostnames / paths / tenant names reviewed — but the final review is yours. If the redacted packet still contains something you wouldn't be comfortable seeing in a public issue, decline approval or ask for further redaction before approving. ### 3. There is an opt-out path Three valid opt-outs, all of which keep local accounting intact (postmortem + journal + reporter signal) — opt-out means "don't ship the packet out of the install," not "don't track the incident": * **Per-incident decline.** Clara surfaces the rendered packet; the operator declines. Recorded locally as `operator_rejected`. * **Scope-based.** `customer-internal` scope **never** phones home (rejected at the schema layer); `mixed` scope phones home only the redacted Prism-product subset. * **Operator never approves anything.** `prism_phone_home` requires `operator_review.approved == true` — absence of approval is the channel-level opt-out. Sage and Clara keep classifying and recording; ET just never ships. Dry-run path: invoke `prism_phone_home(dry_run=true)` to see the rendered title / body / labels before any GitHub call. Skips operator-review + redaction-report enforcement so it's safe to invoke without ceremony — useful for getting a sense of what the channel would expose. ## v0.1 limitations, in summary All of these ship resolved in later versions; surfacing them so pilots know what's on the roadmap: * **Per-operator `gh` auth.** v0.2 swaps `gh` CLI transport for a Prism-Bot GitHub App; no per-operator auth then. * **Private invite-only destination.** The invitation-driven onboarding flow (operator-invited new pilots get a pre-keyed installer) ships with the cloud + admin-console lane (next big Prism push). * **One-way channel.** Today phone-home is send-only — operators see issue comments by checking GitHub, not by Prism surfacing them back into Clara. A future `gh_issue_sync` scheduled job will close that loop. ## Related `info`-class help: ask Sage anything about Prism or your project, get answers in-thread from memory + verbs. The full operational flow when something is broken: Sage classify → Clara triage → operator review → ET ship. Every flag, preflight, and troubleshooting case for the installer. Pilots run the Local or LAN backend mode. Connecting a pilot machine to a shared Prism backend on the local network.