Prism.AI Multi-Tenant Platform Proposal

Prepared for Jennifer Alvarez, Founder, Prism.ai

Technical implementation plan for multi-tenancy, integrations, automated billing, access controls, reliability and measured scale.

August 2026 Planned Phase 1 commencement: Aug 24, 2026 14 technical workstreams

Executive summary

Prism.AI progresses through three technical stages: a controlled multi-tenant foundation, commercial operation, and a validated scale-stage platform. Each stage is completed against its agreed scope and validation criteria rather than against a fixed calendar date.

The technical roadmap is the primary scope. Dates and salon counts are planning references, not automatic phase triggers. AXIS will assess completion against the agreed scope, validation criteria, and measured system behavior.

The business outcome is operating leverage. Standardized tenant setup, reusable CRM adapters, automated billing, and progressively more self-service are intended to reduce the incremental effort required to activate and support each additional salon while keeping system cost and capacity visible.

System objective One platform. Isolated tenants.

Organization-scoped secrets, webhooks, CRM connections, telephony, billing, permissions and operational visibility.

Commercial stage 4 CRMs

Phorest + Zenoti in Phase 1, with two additional integrations added in Phase 2.

Scale target 50 salons

Capacity is validated by measured system behavior; reevaluation can occur before or after the target is reached.

How the engagement is run

The implementation is structured to prove each operating layer before adding more complexity or scale.

Scope before scheduleA phase closes when its agreed work and validation criteria are complete. Calendar dates remain planning windows.

Evidence before progressionAXIS reviews system behavior, completes the required validation, and recommends the appropriate next step.

Scale with leverageEach phase should reduce repeated manual effort and improve the platform's ability to support additional salons efficiently.

Costs stay visibleAXIS fees, third-party operating costs, and additional engineering scope remain clearly separated.

The three implementation phases

The differences are shown first so the technical detail that follows has a clear frame.

Phase 1: Foundation

Planning reference: Phase 1 begins Aug 24, 2026

10target salons · Phorest + Zenoti

Business milestone

Prove isolated multi-tenant operation for the first production group.

Technical outcome

Tenant separation, CRM round-trip, telephony, tracking, CI/CD and production controls working.

Setup model

Guided; manual third-party and access work expected.

Phase 2: Commercial

Planning reference: begins after Phase 1 validation and confirmation

25target salons · 4 CRMs total

Business milestone

Operate commercially with automated Stripe billing and a broader CRM footprint.

New additions

Subscriptions, plan limits, dashboards, two added CRM adapters, quotas, margin visibility and more onboarding automation.

Setup model

Assisted, with more routine setup handled inside Prism.AI.

Phase start

Begins after Phase 1 scope is validated and the client confirms progression.

Phase 3: Scale

Planning reference: begins after Phase 2 validation and confirmation

50target salons · measured scale

Business milestone

Validate a repeatable self-service operating model and scale-stage controls.

New additions

Routine zero-touch path, CRM switching, cost governance, metered billing, queue scaling, rollback and failover.

Progression

Driven by measured capacity,not salon count alone.

Phase comparison

A compact reference for what changes from one phase to the next.

Primary outcome

Foundation

Multi-tenant core proven

Commercial

Billing + broader CRM support

Scale

Self-service + reliability

CRM support

Phorest + Zenoti

4 total CRMs

4 implemented adapters

Billing

Customer billing deferred

Stripe subscriptions, invoices, recovery

Metered usage, proration, tax

Operations

Guided setup

Multi-tenant system architecture

The tenant layer is the central control plane. CRM, communications, billing, analytics and access remain organization-scoped.

Identity & accessBetterAuth organization layer · owner / manager / stylist roles

CRM & bookingPhorest · Zenoti · two Phase 2 adapters

TrackingGA4 · Meta Pixel · Google Ads conversion · GTM

Prism.AI tenant layer

Encrypted org secrets · org-scoped webhooks · workers across tenants · feature entitlements · usage and cost attribution

Telephony & voiceTwilio · Jambonz · ElevenLabs · A2P / toll-free

BillingStripe Checkout · subscriptions · invoices · limits · metering

InfrastructureRender · Supabase · Vercel · staging / production · CI/CD

Fourteen technical workstreams

The summary stays compact; open any workstream to see the Build → Extend → Scale detail.

Tenant and accessIdentity, feature flags, secrets, permissions

CRM and dataForms, booking systems, tracking and attribution

CommunicationsTwilio, A2P, voice, SMS and usage controls

Commercial and operationsStripe, dashboards, hosting and deployment

01 · Lead intake forms

Phase 1

Native builder, embeddable script, org-scoped submissions.

Phase 2

Conditional logic, scoring, spam/bot filtering.

Phase 3

Templates, A/B variants, attribution.

02 · CRM / booking support

Phase 1

Phorest + Zenoti end to end.

Phase 2

Shared abstraction + two additional adapters; four total.

Phase 3

Switching among implemented adapters.

03 · Customization features

Phase 1

Branding, sender name, business hours.

Phase 2

Scripts/prompts, service menus, server-side overrides.

Phase 3

White-label/template controls as released.

04 · Twilio A2P & toll-free

Phase 1

Submission flow; manual assistance.

Phase 2

Automated verification and status.

Phase 3

Bulk provisioning; subaccount isolation.

05 · Numbers, voice & AI cost

Phase 1

Number/forwarding APIs, Jambonz, ElevenLabs, per-call cost.

Phase 2

Per-org cost/margin and usage caps.

Phase 3

Cost governance and voice-tier switching.

06 · Business limits by plan

Phase 1

Plan schema stored; limits recorded.

Phase 2

Limits enforced; overages and upgrades.

Phase 3

Usage-based tiers and annual plans.

07 · SMS & call limits

Phase 1

Org-scoped send/receive; volume logged.

Phase 2

Rate limits, quotas, throttle/notify.

Phase 3

Burst handling and carrier failover.

08 · Stripe integration and billing

Phase 1

Customer billing deferred.

Phase 2

Checkout, subscriptions, invoices, failed-payment recovery.

Phase 3

Metered usage, proration and tax.

09 · Development and billing dashboards

Phase 1

Internal org, health and logs view.

Phase 2

Dev dashboard + salon billing dashboard.

Phase 3

Self-service account management/export.

10 · Meta and Google approvals

Phase 1

Submit week one; Meta OAuth migration.

Phase 2

Token/permission handling hardened.

Phase 3

Re-verification and policy monitoring.

11 · GA4 and Meta Pixel setup

Phase 1

Guided/manual where needed.

Phase 2

In-app wizard and OAuth attach.

Phase 3

Zero-touch routine path.

12 · Feature flags and access control

Phase 1

Role gating; hardcoded flags.

Phase 2

Per-org flag service and entitlements.

Phase 3

Gradual rollout, targeting, kill switches.

13 · Hosting

Phase 1

RLS, org secrets/webhooks, core hosting.

Phase 2

Autoscaling, backups, monitoring.

Phase 3

Read replicas, queue scaling, load testing.

14 · Staging and production

Phase 1

Staging/prod, CI/CD, seeded test org.

Phase 2

PR previews and migration discipline.

Phase 3

Blue-green deployment and rollback.

Workstream	Phase 1	Phase 2	Phase 3
Lead intake	Native builder; embeddable script; org-scoped submissions	Logic, scoring, spam/bot filtering	Templates, A/B variants, attribution
CRM / booking	Phorest + Zenoti	Shared abstraction + two added adapters	Switching among implemented adapters
Customization	Branding, sender, business hours	Scripts/prompts, service menus, server-side overrides	White-label/template controls
A2P / toll-free	Submission flow; assisted registration	Automated verification/status	Bulk provisioning; subaccount isolation
Numbers / AI cost	Forwarding APIs, Jambonz, ElevenLabs, per-call cost	Per-org cost/margin, usage caps	Cost governance; voice-tier switching
Plan limits	Schema stored	Limits enforced; overages/upgrades	Usage tiers; annual plans
SMS / calls	Org-scoped send/receive	Rate limits and quotas	Burst handling; carrier failover
Stripe	Customer billing deferred	Checkout, subscriptions, invoices, recovery	Metered usage, proration, tax
Dashboards	Internal ops view	Dev + salon billing dashboard	Self-service management/export
Meta / Google	Initial submission + Meta OAuth	Permission/token hardening	Re-verification and policy monitoring
GA4 / Pixel	Guided/manual setup	Wizard + OAuth attach	Zero-touch routine path
Feature flags / access	Role gating	Per-org flags + entitlements	Gradual rollout + kill switches
Hosting	RLS, org secrets/webhooks	Autoscaling, backups, monitoring	Read replicas, queues, load testing
Staging / production	Staging/prod, CI/CD	PR previews	Blue-green deploys + rollback

Phase 2 CRM shortlist

Two additional integrations are selected for Phase 2. The shortlist is evaluated by integration fit, with Meevo retained as a secondary candidate pending deeper endpoint validation.

Vagaro

API-capable salon platform suitable for booking/client integration.

Validation: endpoint coverage · events/webhooks · production access

Mindbody

Mature developer ecosystem with booking and business-data integration paths.

Validation: production approval · site activation · event coverage

Square Appointments

Bookings connects with Square customer, location, team and catalog data.

Validation: eligible plan · permissions · booking events

Boulevard

Appointment-oriented integration model with event-driven integration capability.

Validation: production access · endpoint/event coverage

Meevo

Salon-management platform retained as a secondary Phase 2 candidate pending validation of the specific booking, client, service and event capabilities Prism.AI requires.

Validation: API access · booking/client/service endpoints · events/webhooks · testability

Selection rule: both additions must pass endpoint coverage, authentication, booking/client data mapping, webhook/event requirements, rate limits, testability, production approval and commercial-access review. CRM/API fees are third-party costs.

Capacity review and phase progression

Salon count provides a business planning target. AXIS will use observed system behavior, completed scope, and validation results to assess when additional capacity or phase progression is appropriate.

1 · Monitor

AXIS monitors the indicators that reflect actual system load and operating demand.

2 · Audit & validate

Where monitoring indicates that the current operating range may need to expand, AXIS will complete a system audit, review the findings with the client, and use a minimum two-week validation period to support its recommendation, unless reliability or security requires earlier action.

3 · Progress or remain

Move forward when measured demand justifies it. Stay in the current phase when validated thresholds remain healthy,even if the salon target has been reached.

Application / APILatency · errors · throughput · concurrency

InfrastructureCPU · memory · saturation · availability

Database / queuesLoad · growth · depth · processing time

WebhooksThroughput · failures · retry pressure

Telephony / SMSConcurrent calls · minutes · message volume

AI workloadsInference volume · latency · model cost

CRM providersSync throughput · API/rate limits

Service healthErrors · availability · degraded dependencies

Phase validation criteria

Each phase is validated against the agreed technical outcomes and scope. A later phase does not begin automatically because a planning date or salon target has been reached.

Phase 1 validation

Tenant separation is verified.

Phorest and Zenoti complete the agreed production round-trip tests.

Telephony and AI voice paths operate.

Staging and production separation and CI/CD are verified.

AI calls record organization, session, provider/model, and estimated cost.

Required provider submission status is documented.

Phase 2 validation

All four CRM adapters pass the agreed integration tests.

Stripe subscription creation, invoicing, payment, failure, and recovery operate.

Configured plan limits trigger correctly.

Organization-level usage, cost, and margin are visible.

Standard setup can complete without a live AXIS call except documented exceptions.

Monitoring and backups report healthy.

Prior provider approvals remain active or re-verification status is documented.

Phase 3 validation

Routine signup-to-first-lead completes without AXIS where required permissions are available.

Supported CRM switching works without platform deployment.

Load testing completes within pre-established thresholds.

Blue-green rollback is rehearsed.

Per-organization cost alerts operate.

The system audit confirms operation within the validated range.

Provider authorization status remains documented.

Phase progression: AXIS reviews the validation results with the client and recommends progression. The next phase begins only after the current phase is validated and the client confirms that it wishes to proceed.

Phase transition process

The planning timeline does not create an automatic commitment to the next phase.

ValidateAXIS confirms the current phase scope and technical criteria have been addressed.

ReviewAXIS reviews results, capacity findings, open third-party dependencies, and the recommended next step with the client.

CommenceThe next phase begins, and its payment obligation starts, only after confirmation to proceed.

AXIS phase pricing and payment schedule

Each phase is commercially independent. The initial 50% is due before work begins on that phase. The remaining 50% is paid in four equal installments due 30, 45, 60, and 75 calendar days after the actual phase commencement date.

Phase 1 · Foundation

$6,400 Target: 10 salons · Planned commencement: Aug 24, 2026

Before Phase 1 begins$3,200

Day 30$800

Day 45$800

Day 60$800

Day 75$800

Phase 2 · Commercial

$5,600 Target: 25 salons · Starts after Phase 1 validation and confirmation

Before Phase 2 begins$2,800

Day 30$700

Day 45$700

Day 60$700

Day 75$700

Phase 3 · Scale

$4,000 Target: 50 salons · Starts after Phase 2 validation and confirmation

Before Phase 3 begins$2,000

Day 30$500

Day 45$500

Day 60$500

Day 75$500

Phase 1

$6,400

$3,200

$800 × 4 on Days 30, 45, 60, and 75

Phase 2

$5,600

$2,800

$700 × 4 on Days 30, 45, 60, and 75

Phase 3

$4,000

$2,000

$500 × 4 on Days 30, 45, 60, and 75

Schedule rule: installment dates are measured from the actual commencement date of each phase. If the phase start moves, the payment schedule moves with it. Phase 2 is not payable until Phase 1 is validated and the client confirms progression; the same applies between Phases 2 and 3.

Support and availability schedule

The support period is tied to the actual commencement of each phase, consistent with the Service Agreement.

Included support Up to 4 months from each phase commencement

Implementation and operational support for the applicable phase are included during this period.

If AXIS scope remains incomplete Completion continues

If agreed scope or validation criteria remain incomplete because of work within AXIS's responsibility, AXIS continues the required work without an added support fee solely because four months have elapsed.

Client-controlled blockers Support clock is tolled

Where AXIS cannot proceed because required client access, credentials, approvals, or decisions are outstanding, the support period is paused for the documented blocked period.

Communication hours 10:00 AM to 5:00 PM U.S. Eastern Time

Monday through Friday, excluding mutually agreed closures. Guaranteed 24/7 support is not included unless separately agreed.

External dependencies: third-party approvals, outages, API restrictions, policy changes, DNS propagation, client-controlled access, CRM limitations, and similar dependencies may move planning dates without changing the agreed scope.

Estimated operating cost by lead volume

Operating cost varies primarily with lead volume and the modules a salon uses. The planning case below uses 25% utilisation of variable usage lines; fixed platform and account costs remain unchanged.

100 leads $283.28 / month $2.83 average cost per lead All three add-ons, average utilisation

200 leads $505.91 / month $2.53 average cost per lead All three add-ons, average utilisation

300 leads $728.54 / month $2.43 average cost per lead All three add-ons, average utilisation

400 leads $951.17 / month $2.38 average cost per lead All three add-ons, average utilisation

500 leads $1,173.81 / month $2.35 average cost per lead All three add-ons, average utilisation

SMS AI add-on $2.017 variable / lead Plus $11.15 fixed monthly for number + A2P campaign.

Phone System AI add-on $3.788 variable / lead Plus $35 monthly jambonz licence. Phone without SMS also requires the $11.15 number + A2P cost.

Instagram AI add-on $3.100 variable / lead No carrier-layer fixed cost. Meta DM delivery is modelled at $0.00.

Shared platform allocation Phase 1: $14.50 per salon · Phase 2: $9.20 · Phase 3: $8.30

Maximum-utilisation exposure 100 leads: $951.17 · 200: $1,841.70 · 300: $2,732.22 · 400: $3,622.75 · 500: $4,513.27

Planning basis: average utilisation applies a 25% factor to variable usage. Maximum utilisation assumes every lead uses the full modelled bundle: 20 phone minutes, 2.5 SMS agentic runs, and 4 Instagram agentic runs. Actual cost will move with call duration, message volume, token usage, cache performance, provider pricing, and selected modules.

Commercial structure and change control

AXIS service fees remain separate from operating costs, and custom engineering is handled through a simple scope-control process.

AXIS commercial structure

The AXIS phase fees and payment structure are shown in the pricing section above. Each later phase is activated only after the current phase has been validated and the client confirms that it wishes to proceed. Any work beyond the stated phase scope is reviewed separately. A separate service agreement will document the final commercial and operating terms. Third-party platform costs, Stripe processing and selected CRM/API charges remain separate variable costs.

Standard setup boundary

Existing Prism.AI configuration is standard setup. Requests that require new platform functionality, unsupported integrations, custom workflows, specialized metrics or changes to released Prism.AI behavior will be reviewed as additional engineering scope.

IdentifyReview against released Prism.AI capability

ClassifyConfirm standard setup or additional engineering

ApproveReview scope, timing and commercial impact before proceeding

Unit rates and consumption assumptions

Input	Rate / assumption	Basis
Claude Opus 5 voice	$0.100 / call minute	~4 turns/minute, ~880 output tokens/turn, cached context, output billed at $25/MTok.
Claude Opus 5 text	$0.775 / inbound message	One agentic run: ~400k input tokens across loop + ~3k output.
Cache reads	$0.150 / run component	300k tokens at $0.50/MTok, 75% of input.
Fresh input	$0.300 / run component	60k tokens at $5.00/MTok, 15% of input.
Cache writes	$0.250 / run component	40k tokens at $6.25/MTok, 10% of input.
Output	$0.075 / run component	3k tokens at $25/MTok.
ElevenLabs agent minute	$0.080	Overage rate; $0.16 if concurrent calls exceed plan limit.
Telephony minute, blended	$0.0094	60% outbound at $0.013, 40% inbound at $0.004 over SIP trunking.
jambonz licence	$35.00 / month	Per salon, per tenant. Fixed regardless of call volume.
Outbound SMS segment	$0.012	Base + carrier surcharge, 160 characters per segment.
Inbound SMS segment	$0.0079	Twilio inbound.
US local number	$1.15 / month	One per salon.
A2P campaign	$10.00 / month	Standard use case; low-volume mixed is $1.50.
Instagram DM delivery	$0.00	No per-message carrier cost through Meta API; inference only.
Phone minutes per lead	20.0 min	Full lead lifecycle assumption.
Inbound SMS per lead	2.5 messages	Calibrated to 200–300 messages/month at 100 leads.
Outbound SMS per lead	5.0 segments	Replies plus follow-up sequence.
Inbound Instagram DMs per lead	4.0 messages	DM threads modelled as chattier than SMS.

What one lead costs, by module

Module / component	Volume per lead	Rate	Cost per lead	Per 100 MAX	Per 100 AVG
Phone System AI add-on
ElevenLabs agent minutes	20.0 min	$0.080	$1.600	$160.00	$40.00
Opus 5 voice inference	20.0 min	$0.100	$2.000	$200.00	$50.00
Telephony minutes, blended	20.0 min	$0.0094	$0.188	$18.80	$4.70
Phone variable subtotal			$3.788	$378.80	$94.70
SMS AI add-on
Opus 5 agentic text runs	2.5 runs	$0.775	$1.938	$193.75	$48.44
Outbound SMS segments	5.0 seg	$0.012	$0.060	$6.00	$1.50
Inbound SMS segments	2.5 seg	$0.0079	$0.020	$1.98	$0.49
SMS variable subtotal			$2.017	$201.72	$50.43
Instagram AI add-on
Opus 5 agentic text runs	4.0 runs	$0.775	$3.100	$310.00	$77.50
Instagram variable subtotal			$3.100	$310.00	$77.50
All three add-ons, variable only			$8.905	$890.52	$222.63

Monthly cost per salon, by lead block

Line	100 leads	200 leads	300 leads	400 leads	500 leads
Fixed: platform + jambonz + number + A2P	$60.65	$60.65	$60.65	$60.65	$60.65
Phone variable, AVG	$94.70	$189.40	$284.10	$378.80	$473.50
SMS variable, AVG	$50.43	$100.86	$151.29	$201.72	$252.16
Instagram variable, AVG	$77.50	$155.00	$232.50	$310.00	$387.50
Cost to serve, AVG	$283.28	$505.91	$728.54	$951.17	$1,173.81
Cost per lead, AVG	$2.83	$2.53	$2.43	$2.38	$2.35
Cost to serve, MAX	$951.17	$1,841.70	$2,732.22	$3,622.75	$4,513.27
Cost per lead, MAX	$9.51	$9.21	$9.11	$9.06	$9.03

Add-on combinations, MAX

Configuration	100	200	300	400	500
Base only	$14.50	$14.50	$14.50	$14.50	$14.50
Base + SMS	$227.38	$429.10	$630.83	$832.55	$1,034.28
Base + Instagram	$324.50	$634.50	$944.50	$1,254.50	$1,564.50
Base + SMS + Instagram	$537.38	$1,049.10	$1,560.83	$2,072.55	$2,584.28
Base + Phone, including $11.15 number	$439.45	$818.25	$1,197.05	$1,575.85	$1,954.65
All three add-ons	$951.17	$1,841.70	$2,732.22	$3,622.75	$4,513.27

Lever 1: average phone handle time per lead

Minutes / lead	100 leads	200	300	400	500
10 min	$189.40	$378.80	$568.20	$757.60	$947.00
15 min	$284.10	$568.20	$852.30	$1,136.40	$1,420.50
20 min, current assumption	$378.80	$757.60	$1,136.40	$1,515.20	$1,894.00
25 min	$473.50	$947.00	$1,420.50	$1,894.00	$2,367.50

Lever 2: token budget and cache hit rate

Scenario	Per run	Text cost / lead	100 leads	300	500
400k tokens, 75% cached, current	$0.775	$5.038	$503.75	$1,511.25	$2,518.75
400k tokens, 90% cached	$0.480	$3.120	$312.00	$936.00	$1,560.00
200k tokens, 75% cached	$0.425	$2.763	$276.25	$828.75	$1,381.25
100k tokens, 75% cached	$0.250	$1.625	$162.50	$487.50	$812.50
400k tokens, no caching	$2.075	$13.488	$1,348.75	$4,046.25	$6,743.75

Price floors at target gross margin

Planning case	100 leads	200	300	400	500
AVG cost to serve	$283	$506	$729	$951	$1,174
50% margin floor	$567	$1,012	$1,457	$1,902	$2,348
60% margin floor	$708	$1,265	$1,821	$2,378	$2,935
70% margin floor	$944	$1,686	$2,428	$3,171	$3,913
Maximum utilisation exposure
MAX cost to serve	$951	$1,842	$2,732	$3,623	$4,513
50% margin floor	$1,902	$3,683	$5,464	$7,246	$9,027
60% margin floor	$2,378	$4,604	$6,831	$9,057	$11,283
70% margin floor	$3,171	$6,139	$9,107	$12,076	$15,044