Initial open-source release

packages/cli/assets/demo/orbit/knowledge/global/activation-policy.md

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+---
+summary: Account activation policy changed on January 15, 2026.
+tags:
+  - growth
+  - activation
+  - policy
+refs: []
+sl_refs:
+  - orbit_demo.accounts
+  - orbit_demo.purchase_requests
+usage_mode: auto
+---
+
+Before January 15, 2026, activation meant first requester login.
+
+On and after January 15, 2026, activation requires an approved purchase request and at least three activated requesters.
+
+Always separate pre-policy and post-policy cohorts when comparing activation rates.

packages/cli/assets/demo/orbit/knowledge/global/arr-contract-first.md

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+---
+summary: ARR uses contract-first precedence before subscription-derived revenue.
+tags:
+  - finance
+  - arr
+  - revenue
+refs: []
+sl_refs:
+  - orbit_demo.contracts
+  - orbit_demo.arr_movements
+usage_mode: auto
+---
+
+ARR is calculated from active recurring contract ARR before falling back to subscription-derived revenue.
+
+Do not double-count subscription MRR when an active contract row covers the same account and period.
+
+Exclude cancelled contracts ending before the metric date, future-starting contracts, internal accounts, and test accounts.

packages/cli/assets/demo/orbit/knowledge/global/customer-health-scoring.md

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+---
+summary: Customer health combines support severity and procurement activity.
+tags:
+  - customer-success
+  - health
+  - churn-risk
+refs:
+  - nrr-retention
+sl_refs:
+  - orbit_demo.support_tickets
+  - orbit_demo.purchase_requests
+  - orbit_demo.accounts
+usage_mode: auto
+---
+
+High-risk accounts have multiple recent high-severity tickets or no recent procurement activity on growth and enterprise plans.
+
+Medium risk captures partial support pressure or a material month-over-month decline in procurement activity.
+
+Internal and test accounts are excluded from customer health scoring.

packages/cli/assets/demo/orbit/knowledge/global/discount-expiration.md

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+---
+summary: Discount expirations are tracked separately from organic contraction.
+tags:
+  - finance
+  - retention
+refs:
+  - arr-contract-first
+  - nrr-retention
+sl_refs:
+  - orbit_demo.contracts
+  - orbit_demo.arr_movements
+usage_mode: auto
+---
+
+Discount expiration events identify pricing changes when negotiated discounts end.
+
+Track these separately from organic contraction so board reporting can split pricing-driven and usage-driven changes.
+
+Use movement_reason on arr_movements when separating discount expiration from churn or seat-reduction events.

packages/cli/assets/demo/orbit/knowledge/global/internal-test-exclusion.md

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+---
+summary: Canonical metrics exclude internal and test accounts and users.
+tags:
+  - data-quality
+  - governance
+refs: []
+sl_refs:
+  - orbit_demo.accounts
+usage_mode: auto
+---
+
+All canonical customer metrics exclude rows marked as internal or test fixtures.
+
+This exclusion applies at both account and user grain when joining procurement, support, and revenue activity.
+
+If a metric unexpectedly increases, check whether new internal or test accounts were created without proper flags.

packages/cli/assets/demo/orbit/knowledge/global/nrr-retention.md

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+---
+summary: NRR is calculated at parent-account grain by calendar quarter.
+tags:
+  - analytics
+  - retention
+  - nrr
+refs:
+  - arr-contract-first
+sl_refs:
+  - orbit_demo.arr_movements
+  - orbit_demo.accounts
+usage_mode: auto
+---
+
+Net Revenue Retention uses parent-account rollups by calendar quarter.
+
+The formula is starting ARR plus expansion minus contraction and churn, divided by starting ARR.
+
+Exclude parent accounts with zero starting ARR, new business, reactivations, and internal/test accounts from the denominator.

packages/cli/assets/demo/orbit/knowledge/global/procurement-workflows.md

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+---
+summary: Procurement workflow activity measures active requesters and qualifying actions.
+tags:
+  - product
+  - procurement
+refs:
+  - activation-policy
+sl_refs:
+  - orbit_demo.purchase_requests
+usage_mode: auto
+---
+
+Weekly active requesters counts distinct non-internal requesters with a qualifying procurement action in the calendar week.
+
+Qualifying actions include purchase request creation, approval decisions, supplier invites, and purchase-order creation.
+
+Purchase-request comments and short sessions are excluded from the canonical requester activity metric.

packages/cli/assets/demo/orbit/knowledge/global/revenue-gross-to-net.md

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+---
+summary: Gross-to-net revenue reconciles paid invoices, credits, and refunds.
+tags:
+  - finance
+  - revenue
+refs:
+  - arr-contract-first
+sl_refs:
+  - orbit_demo.invoices
+usage_mode: auto
+---
+
+Gross revenue starts from paid invoice activity. Net revenue subtracts credits and successful refunds in the month they are recorded.
+
+Exclude unpaid, void, draft, failed, internal, and test-account invoice activity from canonical revenue reporting.
+
+February 2026 has an elevated refund event captured in the source notes and revenue dashboard.

packages/cli/assets/demo/orbit/knowledge/global/segment-classification.md

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+---
+summary: Account segments derive from plan normalization and effective-dated mapping.
+tags:
+  - sales-ops
+  - segmentation
+refs: []
+sl_refs:
+  - orbit_demo.accounts
+  - orbit_demo.contracts
+usage_mode: auto
+---
+
+Account segment labels combine plan_code, canonical_plan_code, and size_band fields.
+
+Historical plan code pro_plus maps to growth for current segment analysis.
+
+Use the mapping active at the metric date when segment definitions change over time.

packages/cli/assets/demo/orbit/knowledge/global/support-escalation.md

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+---
+summary: Support escalation tiers map ticket severity to SLA targets.
+tags:
+  - support
+  - sla
+refs:
+  - customer-health-scoring
+sl_refs:
+  - orbit_demo.support_tickets
+usage_mode: auto
+---
+
+Critical support tickets require immediate response and on-call escalation.
+
+High severity tickets should receive first response within four business hours.
+
+Resolution time is measured from created_at to resolved_at and only applies to resolved tickets.