Process and Policies

Effective July 12, 2024:

All Site Design Requests (SDRs) must include one solar light kit for every MDX (VGS Unit). This requirement

is mandatory and must be accurately reflected in both the Site Design and the Bill of Materials (BOM). Site

Designs and BOMs that do not meet this new standard will not be approved for BOM Completion.

Effective August 1, 2024:

All Mobile Contracts must include the standard equipment of one solar light kit for each MDX (VGS Unit).

These kits will be installed as part of the contracted services.

Please ensure all relevant teams and departments are informed of these changes and that all documentation

is updated accordingly.

If you have any questions or require further clarification, please contact the Project Management Office.

Thank you for your attention to this matter.

Document Creators: Responsible for drafting new process documents following the outlined steps.

Leadership and Stakeholders: Responsible for reviewing and providing feedback on process documents.

Document Managers: Responsible for final approval and ensuring documents are correctly stored and accessible.

Procedure

1. Accessing the Template Document

2. Creating and Renaming the Document

3. Moving the Document to Process Drafts Folder

4. Drafting the Process Document

5. Sharing for Review

6. Approval and Conversion to PDF

7. Uploading the Final Document

Link - Process - Creating Process Documents

Importance of Accuracy

● All employees must adhere to this policy. Non-compliance may result in corrective action.

PURPOSE

To outline the terms and conditions for mounting Pro-Vigil equipment at nonstandard heights greater

than 12 feet.

If you have questions about this policy, reach out to PMO Leadership immediately.

Importance of Accuracy

● Clear Communication of Standard Procedures

This agreement clearly communicates Pro-Vigil’s standard installation

height for cameras and equipment, which is essential for future

maintenance and service efficiency. It sets expectations for both Pro-Vigil

and the customer, ensuring there is no confusion regarding standard

practices.

● Customer Accountability

By signing this agreement, the customer acknowledges their

responsibility to provide the necessary equipment (i.e., a lift) for any

future services or replacements if they request installation at a

nonstandard height. This ensures that the customer is aware of their

obligations and helps avoid potential disputes or misunderstandings.

● Operational Efficiency

Pro-Vigil can plan and allocate resources more effectively, knowing that

the customer will provide the necessary lift for future services. This

reduces the likelihood of delays or interruptions in service, maintaining

high operational efficiency.

● Risk Mitigation

This agreement helps mitigate risks associated with servicing equipment

installed at nonstandard heights. It ensures that Pro-Vigil is not held

responsible for providing a lift for future services, which could pose

logistical and financial challenges.

● Legal Protection

The signed agreement serves as a legal document that can protect

Pro-Vigil in case of any disputes related to service provision or equipment

maintenance. It clearly outlines the customer’s responsibilities, providing

a basis for any legal actions if necessary.

● Customer Awareness and Commitment

It ensures that customers are fully informed about the implications of

installing equipment at nonstandard heights. By agreeing to the terms,

customers demonstrate their commitment to adhering to the conditions

set forth, fostering a cooperative relationship between Pro-Vigil and the

customer.

● Ensuring Service Quality

By having the customer agree to provide the lift, Pro-Vigil can ensure that

they can maintain the quality and reliability of their service without the

added burden of arranging for special equipment, which can be

time-consuming and costly.

Customer Lift Policy Agreement

POLICY

Customer Lift Policy Agreement

I, (customer)________________________,

Understand that Pro-Vigil standard height for Cameras and equipment installations is 12ft, so that it can

be reached by ladder for future services.

I request that the equipment listed below be mounted at a nonstandard height (greater than 12ft) and

Pro-Vigil will provide a lift for installation only.

I agree that:

I (customer)______________________

will provide the lift for any services or replacement of the equipment listed below, that might happen in

the future.

I understand that failure to provide the lift after the install will result in not servicing or replacing the

equipment in question.

List of equipment mounted over 12 ft.:

● _______________________

● _______________________

● _______________________

● _______________________

Date: Signature:

Important Notes in Standard Fixed Service Agreement for PM to consider

Fixed Surveillance Service Agreement https://pro-vigil.com/fixed-terms-of-use/

Pricing and Payment Terms

● The Company reserves the sole right to begin invoicing the Client

one (1) week following the Company’s site installation date when

the installation is delayed due to the Client’s missed deliverables.

Duties of Client

● Client shall be responsible for providing adequate internet service

to support Client’s surveillance system.

● Client shall be responsible for providing Company with a lift if

surveillance equipment will be mounted more than twelve (12)

feet above the ground. Client shall be responsible for payment of

all costs associated with the lift should the Company provide the

lift to complete installation.

● Client shall grant to Company and its personnel the continuing

right to access the project site, including roof access, to perform

its duties in this Agreement and authorizes Company, its agents

and contractors to install, inspect, test and repair all equipment,

supplies and materials as and when necessary or appropriate, as

determined by the Company.

● Client shall provide site lighting, fencing and other perimeter and

access control equipment and facilities requested by the

Company related to the subject of this Agreement. For all

surveillance systems, Client shall provide, at its sole cost and

expense, the required power.

Term and Termination

● Each party can terminate with 60 days written notice.

● Client can terminate after 12 months, paying 50% Recurring

Fees. Company reserves the right to invoice an ETF for cancelled

agreement

● Company may remove equipment, materials, and supplies from

Client's site.

General Conditions 

● Outlines General Terms for the nature of the engagement

Installation Documentation and Verification

Mandatory Photo Documentation

● Take a picture of every solar unit installed (SG or SPS) indicating

that the solar panels are facing South. Include the unit numbers in

the pictures(MDX & SG)

● Use mobile app 3D Compass plus or Simply Solar to get pictures

with the geolocation overlaid and visible.

● Take pictures of the equipment box before and after opening to

show the equipment shipped in good condition.

● Pictures of the work area to show it is left as you found it with no

trash, equipment boxes, wrapping, etc.

● Failure to attach these pictures will result in an incomplete job

status and can affect the payout.

● If photos are missing, technicians will be required to return to the

site at no additional charge to take the required photos before the

Work Order (WO) can be closed.

● Recommended Apps: 3D Compass Plus or Simply Solar.

Completion Call

● Upon completion of the installation, the technician must call (866)

413-9969.

● Technicians must stay on-site and provide all necessary

information and documentation to the Field Tech Support (FTS)

Team until they are released.

● Leaving the site without FTS team clearance may result in

non-payment or delayed payment.

Required Information for FTS

● Subject: Mobile Install Support

● Tech Name

● Tech Number

● Zendesk Ticket Number

● Number of SPS units installed

● Number of MDX units installed

● Number of additional cameras installed

● Screenshot of the GPS location of the installed units, marking the

direction of the cameras.

● Height of each unit for future maintenance planning.

Payment and Work Order Acceptance

Install Prices

● MDX: $150 per unit

● SPS: $150 per unit

● Add-on Cameras: $50 per unit

● Solar Light Kit: $50 per unit

● Non-Penetrating Mount: $50 per unit

Travel Approval

● All travel must be approved prior to accepting the WO

Provider Expectations

● Accepting the scope of work acknowledges that failure to meet

these requirements will result in non-payment.

● All work performed must include a 30-day warranty on

workmanship, with the technician available within 48 hours for any

issues.

● Re-performance of work will be at no cost to Pro-Vigil and will

result in non-payment or delayed payment.

● Weather does not stop a project unless the risk of injury or

damage is present. Weather delay claims will be verified by the

PM who will determine if a delay is allowed.

Equipment Responsibility

● Equipment rentals, unless already provided, are the sole

responsibility of the technician.

● Pro-Vigil pays a flat installation rate; hourly charges and travel

costs are not covered.

● Technicians assume all travel and time expenses necessary to

complete the project.

Equipment and Tools

Required Tools & Materials

● 10- 12 foot A frame or multi-position ladder

● Drill with multiple drivers

● Phillips screwdriver

● Laptop with hardwire internet plug-in

● 3/4 socket

● 5/16 socket

● Adjustable wrench

● Wire cutter and snippers

● Zip ties and cable ties

● Multi-meter

● 10’ to 20’ Ethernet cable

● Truck (a car will not securely hold the equipment which is larger

than the average trunk space)

Safety Requirements

Required Gear - PPE

● General purpose full brim electricity rated hard hat

● Long pants (No Shorts)

● Safety Boots/Shoes

● Work gloves

● Safety glasses/goggles

● Safety vest or Hi-Vis shirt

● Take and email the following pictures to

mobile.pm@pro-vigil.com

○ Technician in required PPE

● Some sites have specific requirements. Call the POC 24-48 hours

ahead to adequately prepare.

On-Site Procedures

Installation Steps

● Contact the PM with any issues.

● Check-in upon arrival.

● Install all equipment as instructed by the PM.

● Call tech support at (866) 413-9969 with your Ticket number to

verify access to the equipment.

● Take and email the following pictures to mobile.pm@pro-vigil.com

○ Aircard HEX

○ Static IP

○ Router MAC address

○ Unit number

○ All units on-site and solar panels connected to each mobile

unit

○ Battery voltage in series on SG units

○ Screenshot of GPS location and camera direction

● Tech support will verify the camera view and communication links

Communication

● If you need to leave the site, inform the PM to avoid delays

● Call the customer prior to departure with arrival time to allow them

to meet you there and provide access as necessary.

Pre-Site Task

● Set your ETA for the work order.

● Verify receipt of your Ticket number and information from the

Project Manager (PM).

● Notify the customer that you are on the way.

Post-Site Tasks

Deliverables for Approval and Payment

● Email the required pictures to mobile.pm@pro-vigil.com

● Run a speed test.

● Install Pro-Vigil signs visibly at the job site.

● Mark the work order as complete for payment.

● Perform the necessary housekeeping around the work area.

Approval Process

● Accepting the WO is an acknowledgment that payment is

contingent on the scope of work being fully completed.

● Any additional charges must be authorized before they are added

as extra expenses.

Issue Escalation

Contact Procedures

● Communication will go through Field Tech Support then to PM.

● Preferred contact method is via phone; if unavailable, use the Field

Nation work order messaging.

● For unresolved issues or contact difficulties, email

mobile.pm@pro-vigil.com with the Field Nation work order

number and Ticket number.

● The customer should be communicated with regularly for updates

on progress and upon completion.

Escalation reasons

● Inclement weather: Pro-vigil Condones a safe work environment. If

the weather is a hazard to personnel, equipment, and or customer

property please advise Project Manager for a safety assessment.

The PM will make the decision to delay or continue the work.

● You are not released to leave the site unless the PM makes

the decision to delay the project.

● Customer/Site not ready i.e. no power, no permits, etc.

● Site closed or gate locked and customer unreachable

● Equipment not delivered on time or missing

● Equipment failure or missing parts

● If Other issues arise and a simple and effective solution cannot be

established, contact your Project Manager as soon as the problem

arises.

Penalties and Compliance

Penalties

● A 10% - 20% penalty will be applied for delays or failure to provide

required tools/software.

● Non-compliance with deliverable requirements will result in

payment delays or non-payment.

Importance of Accuracy

● This policy ensures a structured approach to installations, providing clarity on responsibilities,

deliverables, and the approval process, thereby enhancing efficiency and accountability.

PURPOSE

This policy aims to establish a clear and structured framework for prioritizing and handling tickets within the Field

Services and Project Management teams. By defining distinct priority levels and outlining specific procedures for

each, this policy aims to ensure timely and effective resolution of issues, optimize resource allocation, and

maintain high service delivery standards. This policy enhances communication, accountability, and continuous

improvement across all service levels, ultimately driving customer satisfaction and operational excellence.

If you have questions about this policy, reach out to leadership immediately.

Priority 1: Hot Handoff Process Hot Handoff Process Definition

● Priority 1 encompasses tickets related to escalations, hot hand-offs, and PMO Warranty

work that affect all customers or departments.

Importance

● Escalations highlight critical issues in the ticketing process. Department leads must be

informed of these tickets and should not be assigned to one person to maintain complete

oversight and ensure effective resolution.

Procedure

● Ticket Escalation Flow:

○ After speaking with the customer (phone or ticket), determine if the ticket needs

to be escalated.

● Ticket Flow - New Tickets:

○ Document the request (public ticket to the customer, select the customer’s email

as the requester).

○ Choose the appropriate ticket form in Zendesk.

○ Assign the ticket to the relevant group, not an individual, unless specifically

requested.

○ Select the “Hot Handoff” macro on the ticket, which will tag the ticket with

“hot_handoff” and add pre-filled text in a private comment for required actions.

○ Save and submit the ticket with a "New" status.

○ Ensure the “hot_handoff” tag is added to the ticket. If not, add it manually.

● Ticket Flow - Existing Tickets:

○ Locate the ticket.

○ Ensure that the appropriate ticket form is selected.

○ Ensure the ticket is assigned to the appropriate group.

○ Select the “Hot Handoff” macro, tag the ticket with “hot_handoff,” and fill out the

pre-filled text with required actions.

○ Save and submit the ticket with an "Open" status.

○ Ensure the “hot_handoff” tag is added. If not, add it manually.

● PMO Warranty:

○ Upon receiving a PMO Warranty ticket, schedule an onsite visit within 48 hours.

○ Ensure that the PMO team coordinates with the relevant field service personnel

to address the issue promptly.

○ Document the onsite visit details, including the actions taken and the resolution

achieved.

Priority 2: Installations for Enterprise and Gold Level of Service (LOS) Customers

Definition

● Priority 2 encompasses tickets related to installations affecting Enterprise and Gold LOS

customers.

Importance 

 These installations are a top priority due to their critical impact on high-tier clients.

Procedure

● Prioritize Priority 2 tickets above all other tasks upon receipt.

● Assign appropriate resources and personnel to address these installations within seven

days.

● Maintain thorough communication with Enterprise and Gold LOS customers throughout

the installation process.

● Ensure tech contacts PM Team to initialize truck roll and confirm equipment availability.

● PM Team contacts POC to ensure tech access to the site and required equipment.

● Tech notifies the PM Team upon site arrival and addresses any equipment issues.

● Tech confirms job completion and leaves the work site.

● The PM Team notifies POC that the installation is complete.

● Resolve or initiate progress on all Priority 1 tickets before moving to Priority 2 tasks.

Priority 3: Outages, Relocations, and Swaps for Enterprise and Gold LOS Customers Definition

● Priority 3 includes tickets prioritized by age for outages, relocations, and swaps affecting Enterprise and Gold LOS customers.

Importance

● Resolving these issues is crucial to maintaining service reliability and meeting high-tier

client expectations.

Procedure

● Identify tickets categorized under Priority 3 based on age.

● Allocate resources to address these issues within four days of receiving the ticket.

● Prioritize resolving Priority 3 tickets after completing or progressing all Priority 2 tickets.

● Maintain clear communication with affected customers, providing regular updates.

● Document actions taken and resolutions achieved for Priority 3 tickets.

● Progress to the next priority level only after resolving or initiating progress on all Priority

3 tickets.

Priority 4: Installations for Silver LOS Customers Definition 

● Priority 4 includes tickets for installations impacting Silver LOS customers.

Importance

● Addressing installations promptly ensures customer satisfaction and maintains service

standards for Silver LOS customers.

Procedure

● Identify Priority 4 tickets focusing on Silver LOS installations.

● Allocate resources to address these installations within seven days, following the

resolution or progress of all Priority 3 tickets.

● Maintain effective communication with Silver LOS customers throughout the installation

process.

● Follow the same communication and notification procedures as Priority 2 installations.

● Document actions taken and resolutions achieved for Priority 4 tickets.

● Progress to the next priority level only after resolving or initiating progress on all Priority

4 tickets.

Priority 5: Outages, Relocations, and Swaps for Silver LOS Customers Definition

● Priority 5 comprises tickets prioritized by age for outages, relocations, and swaps

affecting Silver LOS customers.

Importance

● Timely resolution of these issues is essential for maintaining service reliability and

meeting the needs of Silver LOS customers.

Procedure

● Identify tickets categorized under Priority 5 based on age.

● Allocate resources to address these issues within four days of receiving the ticket.

● Prioritize resolving Priority 5 tickets after completing or progressing all Priority 4 tickets.

● Maintain clear communication with affected customers, providing regular updates.

● Document actions taken and resolutions achieved for Priority 5 tickets.

● Progress to the next priority level only after resolving or initiating progress on all Priority

5 tickets.

Priority 6: Removal Requests

Definition ● Priority 6 pertains to all removal requests within our operations.

Importance ● Removals ensure efficient equipment management and service delivery.

Procedure

● Route all removal requests through third-party vendors for initial processing.

● If a PV-Tech is available and necessary, handle the removal internally with FS supervisor

approval.

● Ensure clear communication between the requesting party, third-party vendors,

PV-Techs, and FS supervisor.

● Document all removal requests, approvals, and actions for future reference and

accountability.

● Regularly review removal processes to identify opportunities to streamline operations

and improve efficiency.

Continuous Improvement

● Regularly assess and analyze the efficiency and effectiveness of handling tickets.

● Identify areas for improvement in processes and customer communication.

● Aim to enhance service reliability, customer satisfaction, and overall efficiency across all priority levels.

PURPOSE

This policy aims to regulate the process of making changes to the Pre-Install Questionnaire (PIQ),

ensuring accuracy, consistency, and reliability of customer information across all departments within the

organization. The PIQ serves as a critical document for various operational processes, including project

management, customer success, monitoring, support services, engineering, technology, accounting,

and finance.

If you have questions about this policy, reach out to PMO Leadership immediately.

Change Authorization

The Project Management Team is authorized to propose and implement changes to the PIQ exclusively

during the kickoff call with the client.

Existing Process Overview and Structure

● Sales Ownership: The Sales team is responsible for initiating the completion of the PIQ as part of the sales

process, ensuring customer engagement, and gathering accurate information.

● Completion Requirement: The PIQ must be completed before an opportunity can be moved to Closed-Won.

This ensures that accurate information is captured at the time of maximum customer engagement.

● Grace Period: At the end of each month, the Sales team is granted a 3-business-day grace period for PIQ

completion, facilitating adequate time for customers to provide comprehensive information and ensuring

proper crediting of sales performance.

● Project Management Ownership: Project Managers are responsible for reviewing and updating the PIQ

during the kickoff call with the client.

They ensure that all necessary information is captured accurately to facilitate successful implementation and

ongoing support.

● Collaboration: Sales and Project Management teams collaborate closely to ensure seamless transition and

accurate transfer of information from the sales process to project implementation.

Section Explanation

Page 1: Pro-Vigil Sales Rep Automatically populated information from the Opportunity record, requiring no

input from the customer.

Page 2: Customer Location & Industry Information is pulled from Salesforce records, with additional fields added for

specific accounting and monitoring purposes.

Page 3: Customer Contacts Contacts are populated from the account records, with requirements for

identifying primary contacts for various functions.

Page 4: Monitoring Information & Hours Critical information including monitoring details and special instructions.

Page 5: Account & Billing Info Billing addresses are auto-populated, with customer-required fields for billing

instructions.

Page 6: Customer Portal & Mobile Application Customer-populated information for accessing Pro-Vigil platforms.

Page 7: Police & Site Assistance Info Customer-provided details are essential for emergency response and site

assistance.

Importance of Accuracy

Accurate PIQs are vital for:

● Ensuring proper customer setup and journey.

● Enabling operational success across departments.

● Minimizing redundant work and mitigating risks.

● Establishing a scalable and reliable framework for organizational operations.

Conclusion

The PIQ serves as a foundational document for various operational processes within the organization. By allowing

changes only during the kickoff call with the client and mandating approval from the Project Management Team, this

policy ensures the integrity and reliability of customer information, facilitating organizational efficiency and customer

success. performance.

PURPOSE

To provide a clear and structured framework for ensuring a seamless transition from project

completion to customer success onboarding at Pro-Vigil Surveillance by mandating the creation

of a PMO CSAT (Customer Satisfaction) ticket after closing an MIP (Mobile Installation Process)

ticket. This policy applies to all Project Managers and Customer Success team members at

Pro-Vigil Surveillance involved in the Installation Process, specifically during the Project Closure

phase.

If you have questions about this policy, reach out to PMO Leadership immediately.

Project Managers must adhere to the following responsibilities

Create PMO CSAT Ticket

● Immediately after closing the MIP ticket, create a PMO CSAT ticket using the

PMO CSAT form.

● Include the Customer POC as the Requestor.

● Apply the "PMO - Internal CSAT Note" macro to the new ticket.

● Update the Subject line with the correct site name.

● Include the MIP ticket URL and the Customer's contact email in the ticket.

● Submit the ticket as NEW and then reopen it to add a public-facing comment.

Notify Customer

● Apply the "PMO - Public Customer CSAT Request" macro to the ticket.

● Ensure the Customer POC is addressed as the Requestor.

● Verify that the Subject line includes the correct site name and install date.

● Submit the ticket as Solved.

Customer Satisfaction

● Ensure that all necessary steps are taken to gather customer feedback and address any issues promptly to enhance overall customer satisfaction.

Compliance and Monitoring

● Adherence:

● This policy is effective immediately and all team members at Pro-Vigil

Surveillance must adhere to this policy to ensure a uniform process across all projects.

● Monitoring

● Regular audits will be conducted to ensure compliance with this policy.

● Non-compliance will be addressed through appropriate channels to prevent a recurrence.

PURPOSE

Policy Overview:

Effective July 15, 2024, Pro-Vigil field technicians are not authorized to reschedule or deny PMO scheduled

mobile installations or warranty runs without prior approval from a field service supervisor. Mobile Project

Managers (PMs) will only accept rescheduling requests if accompanied by written approval from a field service

supervisor. Additionally, field technicians cannot deny scheduled installs or warranty runs unless there is an

outage ticket previously scheduled on their calendar.

Priority and Response Time:

● Priority 1: All PV Mobile Installations are Priority 1 and must be treated as the highest priority.

● Warranty Visits: Warranty visits are required to be completed within 48 hours of the request.

Policy Details:

1. Rescheduling Approval Requirement:

○ Field technicians must obtain written approval from a field service supervisor before rescheduling any PMO scheduled mobile installs.

○ The written approval must be included with the rescheduling request submitted to the Mobile PMs.

○ Mobile PMs will not process rescheduling requests without the required written approval.

2. Denial of Scheduled Installs and Warranty Runs:

○ Field technicians are not permitted to deny PM scheduled installs or warranty runs unless there is an outage ticket previously scheduled on their calendar.

○ Any denial must be documented and reported to a field service supervisor immediately.

Compliance:

All field technicians, field service supervisors, and Mobile PMs must adhere to this policy. Non-compliance will

result in disciplinary actions.

Contact Information:

For any questions or further clarification, please contact Field Service Supervisors at

fieldservices@pro-vigil.com;

Importance of Accuracy

● This policy ensures the timely completion of all work orders and observance of quality customer service.

This process involves verifying that the equipment in the Inventory Unit & Shipping ticket has been shipped out. The tracking information is then shared with the customer and technician and all notes and notifications are updated so that the MIP can move to

the next step which is Project Installation.

1. Open your Mobile Install Parent Tickets queue in Zendesk and look to see which MIPs have a requested ship date that passed the day before. This is generally determined during the morning SCRUM process.

2. Click on the appropriate MIP to open it.

3. Review the sidebar to verify the shipping date, schedule date.

4. Click on the Inventory Request side conversation and open it.

5. Look at the internal notes to see if there is an internal note stating the equipment has been shipped. A picture of the box with a shipping label should be included.

6. Scroll down the left sidebar to the bottom and look for the Tracker Information field. There will be a Fedex tracking number there that starts with a 7 and is twelve digits long.

7. If the number starts with a 6, it is a freight BILL of Lading(BOL). On another tab, navigate to the Priority 1 site

https://www.priority1.com/track-a-shipment/?BOLNumber=60105469452&_=1689

622847&submit=Go# type in the BOL and click the search button. Copy/paste that link and update in the ticket and calendar invitation.

8. Open another tab and search for Fedex tracker, enter the tracking number and click on the search bar.

9. You will be redirected to the shipping page for this shipment and there will be a graph showing the progression of the package.

10.Open a google calendar page and search for the calendar invitation for this site. Review the invite and verify the tech info is still correct and that all info is included.

11. Go back to the MIP and open the Tech Install side conversation.

12.Copy/Paste the Fedex tracker link for this site to an internal note in the Install ticket and where indicated in the calendar invitation.

13.Go to the Opportunity for this site in Salesforce and open the case notes. Enter a notation stating that the tracking information has been updated in the ticket and calendar invite as a way to track and document the progression of this install process.

14.Go back to the MIP and in the left sidebar go to “Next Steps to Complete”, click the down arrow and in the drop down, select “Project Installation” as the next step then submit the ticket as open to complete the process.

Screens to have available and open prior to start.

The Opportunity for the install

The Installation tab for the Opportunity with at least one MDX/MDC/MDP opened in another tab.

2-3 Zendesk tabs depending on preference

The Pro-View customer portal

Pro-Fit

Screens of live Axis camera views.

Process

1. Field Tech Support notifies the PM in the “PM Install Completion -

East or West chat that the installation is complete with updates and

the Tech Install Ticket link is given.

2. The PM should open the Tech Install Ticket in one screen and the

MIP ticket in another for ease of reference. The Opportunity should

also be opened on another tab or screen as well.

3. In the MIP ticket, click on the macro at the bottom and search for the

Post Install Checklist and click on the highlighted option of that name.

The checklist will appear in the notation field as an internal note.

4. The first entry will be to copy/paste the Tech Install link on the first

line. Below that, enter the date the tech installed the unit(s). On the

left side bar, enter the same info in the “Actual Install Date” field

which will give you a calendar to click the correct date on

5. For the next checklist below that, go to Pro-View and open each unit

(MDX/MDC/MDP) and screenshot/paste the live views where

indicated

6. In the Monitoring Hours button in Pro-View open the monitoring hours

and verify that they match those shown in the opened unit tab under

the “Monitoring Details” header for that section of the tab and indicate

with Yes or No for that line.

7. The next line can be verified by comparing the install cameras to the

Product List/BOM at the top of the MIP and answer accordingly.

8. Verify that the POC in the install ticket matches the one in the kick off

form within the MIP.

9. Under “Check Axis local views available real time”, copy/paste the

live view for each camera in this install. The saved camera views

pasted can be size adjusted to fit.

10. The list of validations for the tech notes and pics can be verified by

looking at the install ticket. For each picture request, the tech should

have uploaded an image. Indicate with the Yes or No for each line.

The GPS coordinates will be on the left sidebar of the ticket.

11. The FTS notes can be verified in the pictures uploaded in the

ticket. Indicate with a Yes or No for each.

12. Once done, the last step is to go to the Opportunity installation list

and click on each device and change the status to “Installed” and

complete the list of mandatory entries for this device.

13. When that is done, screen capture the image of the installation

page showing all devices and the status installed for each and paste

the image of that page in the post install checklist.

14. The last step is to verify that the ticket is now assigned to

On-Boarding and submit as “Open” to complete the process.

The PMO Warranty Process is designed to ensure timely and efficient resolution of

system outages detected within 30 days of installation, leveraging both remote

diagnostics and on-site support to maintain high customer satisfaction. Below is a

detailed description of the workflow:

1. Outage Detection

a. Pro-Fit Monitoring Tool

i. Continuously monitors the installed systems.

ii. Detects outages and starts a timer upon detection.

iii. Checks the install date to confirm the outage is within the 30-day

post-install window.

b. Downtime Evaluation

i. Pro-Fit Monitoring Tool

1. After 5 hours of continuous downtime within 30 days post-install,

the tool automatically generates a PMO Warranty ticket rather

than a Report an outage.

2. The ticket includes detailed logs, error codes, and any relevant

data from the monitoring tool.

c. Ticket Creation and Notification ( 12 - 24 Hrs )

i. Pro-Fit Monitoring Tool

1. Creates a PMO Warranty ticket rather than a Report an outage

ticket in the ticketing system.

2. Assigns the ticket to the India IT Support group.

2. Ticket Triage by India Support Triage

a. Remote Troubleshooting

i. India IT Support Team

1. Reviews the ticket and initial diagnostics.

2. Assesses if the issue can be resolved remotely.

3. Initiates remote troubleshooting procedures.

4. Logs steps taken and any findings in the ticket.

b. Possible Outcomes:

i. Resolved Remotely:

1. If the issue is resolved, Technician updates the ticket with

resolution details and closes the ticket.

ii. Remote Troubleshooting Unsuccessful:

1. India IT Support Team escalates Warranty ticket to PMO

a. If remote troubleshooting is unsuccessful, India IT Support

Team will escalate / move tickets to PMO Warranty Group

for site visit. NOT FIELD SERVICES.

b. India IT Support utilizes the “TSS - External - PMO Warranty - Field Service Dispatch” maco when

      forwarding the outage to the PMO team

c. PM schedules a technician for an on-site visit with in 48

hours of receiving PMO Warranty ticket in queue

d. Filed Services categorizes this scheduling as an escalation

per the Field Services Policy

3. Technician Scheduling

a. Project Manager schedules the follow-up site visit with the appropriate technician

within 48 hours of receiving the warranty ticket in the PMO Warranty queue.

1. Contact the appropriate technician(s) based on location and

availability.

2. Update ticket with appointment details (date, time, assigned

technician).

4. On-site Visit

a. Technician

i. Visit the site as scheduled.

ii. Calls Field Technical Support (FTS) team with the PMO Warranty ticket

number.

iii. Diagnoses the issue alongside the remote FTS agent.

iv. Informs FTS of actions being taken and provides necessary photos or

documentation.

b. Field Technical Support Team member

i. Receives a call from the on-site technician.

ii. Diagnoses the issue alongside the on-site technician.

iii. Documents actions taken and updates the ticket with provided photos or

notes.

iv. Updates the ticket with details of the actions taken, parts replaced (if any),

and the final status of the install.

v. Notifies PMO Team in ticket and escalation chat group that outage has

been resolved

c. Possible Outcomes:

i. Resolved:

1. Updates the ticket with resolution details and places the ticket in a

PENDING status. PMO QA members will execute a post-visit

review and SOLVE the ticket.

ii. Requires Parts / Further Troubleshooting:

1. FTS creates a parts request ticket and notifies PMO that shipping

information is needed for the parts request

2. FTS places the PMO Warranty ticket in On-HOLD while parts are

being shipped.

3. Project Manager schedules the follow-up site visit with the

appropriate technician

i. Parts tracking number as provided.

ii. Coordinate site visit with the shipment's arrival.

iii. Contact the appropriate technician(s) based on

location and availability.

iv. Update ticket with appointment details (date, time,

assigned technician).

4. Repeat On-site Visit steps till resolved

5. Post-Visit Review

a. Project Manager

i. Reviews the FTS agent and on-site technician’s report / notes.

ii. Confirms resolution of the issue and identifies the correct resolution code.

6. Ticket Closure

a. Project Manager

i. Ensure proper Resolution Code is updated in ticket

ii. SOLVES the ticket.

7. Follow-Up

a. Project Manager

i. Follow up with the customer to ensure satisfaction.

The purpose of this document is to outline the steps required to create and manage a

CSAT ticket following the completion of a customer onboarding ticket for an installation.

This ensures that the project is properly closed and the PMO CSAT ticket is created and

updated appropriately.

Create and Update PMO CSAT Ticket

1. Create a New Ticket:

○ Navigate to the PMO CSAT form.

○ Enter the Customer POC as the requestor.

○ Apply the "PMO - Internal CSAT Note" macro:

■ This macro includes internal notes necessary for the CSAT process.

○ Update the subject line to reflect the correct site name.

○ In the ticket body, include:

■ The URL of the corresponding MIP ticket.

■ The Customer's contact email.

○ Submit the ticket with the status set to NEW.

2. Update the Ticket with a Public Comment:

○ Reopen the previously submitted ticket.

○ Apply the "PMO - Public Customer CSAT Request" macro:

■ This macro includes the request for the customer to provide CSAT

feedback.

○ Ensure all macro details are correct:

■ The Customer POC is correctly identified as the requestor.

■ The subject line contains the correct site name.

■ The install date is accurately updated.

○ Submit the ticket with the status set to Solved.

CSAT Ticket Creation for Installations

Important Notes:

● Accuracy: Double-check all details (Customer POC, site name, install date) for

accuracy to avoid any confusion or errors.

● Communication: Ensure that the communication is clear and professional when

notifying the customer.

This process starts two to three days prior to the install date. You will verify that everything is ready to move forward then speak to the customer to verify that they are ready for the install to ensure a successful installation. This also allows for time to stall a truck roll on a dry run and give time to escalate in the event of an issue.

1. Go to your Mobile Install Parent Tickets list in Zendesk as part of the daily scrum and look for the tickets with an install date 2-3 days away.

2. Open that MIP ticket to start.

3. Open the Inventory Unit Request & Shipping Ticket side conversation

4. Go to the sidebar and scroll down to the bottom and look for the Tracking Number field to get the shipping tracking number.

5. Normally, the freight tracker starts with a 60 and the Fedex tracker starts with a 70 or 40.

6. Determine which type of tracking number it is and open either the Priority1 or Fedex tracking site and enter the number into the tracking

field.

7. The tracker will indicate where the package/freight is currently in the delivery schedule.

8. Open the calendar invitation for this install and verify that the tracking information link is there. If not, add the link to the tracker info on the

invite.

9. Go back to the Zendesk ticket, close the Inventory request ticket and open the Tech Install side conversation.

10.Verify that the tech info is present on the sidebar. A PV tech should be shown as a follower to the ticket and listed near the bottom of the ticket

in the field “Was A Site Visit Required?”

11.Verify that the lift information is up to date i.e. whether or not the customer is providing one or Pro-Vigil is.

12.Once this information is gathered and verified, it is now time to contact the site POC.

13.Highlight the contact number in the ticket body and click on the Ring Central icon to initiate the call.

14.Inform the site contact the reason for the call and proceed to inform them that the equipment is on the way with the estimated delivery date

and time. Let them know that the tech is schedule to arrive on the install date and the time they will arrive by. Verify that the site is ready

and if applicable, that the power is ready with a constant power source and available receptacles in place to use.

15.If everything is ready, ask the POC if there are any further questions or concerns before ending the call.

16.If any issues arise, i.e. no power, no forklift available after all, or any conditions that would delay the install, you can begin the escalation

process.

17.If no forklift will be made available for any reason, start the rental process via BigRentz to ensure the tech has a lift if needed.

18.If no power is available, get a commitment on when it will be and reschedule the tech visit with the customer.

19. If the site is not ready for any other reason, get a commitment from the customer for another date and reschedule the tech visit.

20.Update the Tech Install ticket, the MIP Parent ticket, and the case notes with the relevant readiness information.

21.For a delay, place the case notes into the appropriate install delay status, change the case notes subject line to future install and update

the notes with the reason for the delay and the solution to the delay as well as change the install date to the future date.

22.Once all of this is accomplished, the process is complete.

Pages to have open prior to start:

• Production KPI

• Salesforce site opportunity Installation tab

• Salesforce unit site enablement tab(search the unit to find)

• Zendesk Inventory request side conversation for the Swap ticket.

• Zendesk preflight ticket(found in the KPI)

Process:

1. In the Salesforce site enablement tab for the unit, Click to edit the status and change it to "Canceled.”

2. Scroll down to the bottom and click on “Canceled Date” and choose today’s date, then click save and leave the page open.

3. In the Preflight ticket, click in the macro at the bottom and type “MIP Site Assignment” to start the process.

4. In the Salesforce Installation, click on the VGS2 in question and after opening it click on “Clone” at the top right of the page to create a new

unit entry and close the original unit installation.

5. In the cloned installation, you will reverse the “Installed” status by changing it to “Site Enablement”.

6. Click on the unit number and erase it, then type in the new swap unit number and choose the correct one from the pop up list.

7. Erase the entries in the Sales Order Internal field, the AWS server, Installation Date and Time, and the IT QA Enabled By field

8. Uncheck everything in that section with a check mark.

9. Scroll to the Installation Details and remove the Scheduled Install Date and the Installed Date.

10. Look at the sidebar of the Prefligtht Ticket and copy/paste the entries for the fields to replace the entries in the left column in the

Installation Details.

11. For the Power Source, change it to 110V Main 

12. Change the Solar Script Status to No and click save to finish

13. If there are any add on cameras, you will perform the same process.

14. Go to the Site Enablement page for the unit and take a screenshot of the top of the page to show the unit number and the status, then

paste it in the Preflight ticket macro where indicated.

15. Screenshot the same area in the 2 cloned installations for the new unit and paste them under the first screen shot.

16. Copy/Paste the links for these three pages where indicated in the Preflight ticket macro, then submit as Open. You can close this ticket

and the Salesforce pages now.

17. Go to the side conversation inventory request ticket for the Swap ticket, click on the macro field at the bottom, type “MIP Inventory unit

Assigned,” and click on the corresponding option in the pop up list. This will populate as a public note in the side conversation, then be

submitted as Open

18. Go back to the KPI sheet and under the Preflight Ticket# column, on the line where the new unit appears, click on the down arrow and

select "Completed.” This completes the whole process.

Process document with images.

Removals, Relocations, and Swaps

1st step is the kickoff/notification call to the customer to discuss the scope of the work and advise of a follow-up call once the schedule is determined based on available dates and techs.

Removal Process

1. Access the Zendesk open ticket queue and select the appropriate ticket for your region based on the oldest received date.

2. Review the ticket and check for the Customer Saves Ticket to validate the customer did request the removal.

3. Call the customer for a kickoff to coordinate the removal and verify the customer provided lift, access information, and site access hours.

4. Provide the customer with the process details and the date of removal.

Zendesk

1. Copy the info in the internal removal request to a public reply in the existing removal request. Remove any unnecessary internal information i.e. the next billing date, RMR etc.

2. Verify the customer as the Requestor in the left status bar

3. The assignee will be the PM.

4. Enter the tech name if a PV tech is being assigned as a follower. The PM is responsible for tracking and closing the ticket once complete.

5. Enter the scheduled removal date under the Customer Request Date. The date will be set to 28 days following the customer request date.

6. If the 28th day falls on a weekend, extend the date to the following Monday

7. Once all information is entered, submit the ticket as Pending to remove it from the open tickets list.

Scheduling the Tech

1. PV techs are always the first choice

2. If the location is beyond the PV tech range limits, the 3rd party tech is next, followed by the last resort choice Field Nation

3. The customer is requested to provide a forklift for the tech to move the equipment accordingly. (PV techs with a trailer will not get a forklift)

4. The tech will be instructed to notify the PM once on site and verify the equipment matches the ticket prior to starting the removal.

5. The tech will take pictures of the equipment and upload to Zendesk(PV techs) or send them to the PM via email, or text attachment. This is to verify the correct equipment has been removed and that it is properly prepped for transport according to the Removal Shipping Requirement Document.

Forklift and Freight

1. Freight return shipping is requested for solar solutions only. 

2. Send an email to the correct Production Logistics Tech listing the Scheduled Date, Units to Remove, Address, POC, and who the assigned tech is.

3. The Production Tech will get bids from the carriers we use and assign one of them accordingly.

4. The Production Tech will respond in the email request with the bid process and carrier assignment for the PM’s awareness.

Calendar invite

1. Go to Google calendar and click on the removal date to create the calendar invitation.

2. Copy the body of the public reply in the ticket into the notes field of the invitation

3. Copy the ticket title to the title of the invitation.

4. Enter the address in the maps line to allow the recipients/tech to have a maps link

5. Copy the customer email to the guest list

6. Add the TM, the tech(PV if assigned), the PV tech supervisor, 2X if chosen as the 3rd party tech then send .

Relocations

1. Follow the same steps as removal

2. The title will state “Relocation” instead of “Remove”

3. Relocation must be scheduled within 7 days of receiving it.

4. Calendar invite will state the scope of the relocation ie. Move across street, Move to a another location, etc.

5. Complete and submit the Zendesk ticket and complete and send the calendar invitation.

Swaps

1. Same 1st steps as the removal ie. Zendesk ticket, location, POC, etc

2. Use the unit request form to order the equipment to be replaced

3. Calendar invite will look similar with the addition of the equipment to be replaced and the unit request sheet line number.

4. When the equipment is shipped, add the shipping trackers to the invitation.

From Zendesk Outage Ticket

1. Initiate Request:

○ Access and complete the Replacement Parts Form (one part per form).

2. Auto-Populated Details:

○ Subject: Parts Replacement requested [Site ID] - [Parent Ticket] - [Part Desc.]

○ Approver: Your Name

○ Site ID: Unit/Site needing parts

○ Parent Ticket Number: Outage ticket number

○ Part Description: Type/Model of part needed

○ Requester: ZenDesk Integration

○ Assignee: US TSS - Parts Configuration

○ Followers: Add anyone needing knowledge of the ticket

○ Form: Replacement Parts Form

○ Part Quantity: Number of parts needed

○ Detailed Part Description: Include C-Number (if possible), Make/Model, and IP/Gateway configuration (if possible)

■ Example: C10388 - AXIS M2025-LE - IP:192.168.195.101 GW:192.168.195.251

     ○ Part Number Example: C12345/R12345 (Refer to Item List.xlsx)

■ "C" for Factory New, "R" for Refurbished. Prefer refurbished when possible.

3. Shipping Details:

○ Ship To / Attention To: Full name followed by phone number.

■ Example: John Smith - 123-456-7890

○ Local Technicians (San Antonio, TX):

■ Shipping Address 1: PV Warehouse

■ Shipping Address 2: Local Pickup

○ Submit as “New”.

For Non-Site Specific Part Request

1. FS Technician Parts Replenishment Request:

○ Click +Add ticket.

2. Ticket Details:

○ Subject: FS Technician parts replenishment request, [Tech Name]

■ Submitted by the FS Supervisor.

○ Requester: FS supervisor name

○ Assignee: US TSS - Parts Configuration

○ Followers: Add anyone needing knowledge of the ticket

○ Form: Replacement Parts Form

○ Parent Ticket Number: Leave blank

○ Site ID: Unit/Site Number

○ Quantity: Replenishment request (10-15)

○ Part Description: Slate Relay stock

○ Part Number Example: C20316 (Refer to Item List.xlsx)

3. Shipping Details:

○ Ship To / Attention To: Full name followed by phone number.

○ Make an internal note outlining all details of the request.

○ Submit as “New”.

Netsuite PO process doc with  images

Screens to be open prior to starting.

Salesforce Site enablement tap for the unit(s)

Salesforce Opportunity for the unit(s)

Zendesk Inventory Request Ticket

Zendesk Pre-Flight ticket(side conversation to the Inventory Request ticket)

KPI production spreadsheet

Notification

Zendesk email notification of the add on conversation for site assignment

Daily scrum check through the MIP tickets for updates

Process

1. At the bottom of the Pre-Flight Ticket type in the macro “MIP Site Assignment” and click on the correct pop up to start the new internal note.

2. Go to the Salesforce Site Enablement page and click on the VGS2 to be assigned.

3. Go to the Status and click the edit button.

4. Scroll down the drop down list and click Canceled.

5. Scroll down to the bottom of the page in the Removals Details and Click on the Canceled Date field and select today’s date

6. Click Save.

7. Take a screenshot showing the unit and the canceled status and paste it in the macro indicating to Attach proof of Generic unit & Proof of unit assignment.

8. Go back to the Site Enablement tab and copy the link and paste it in the Pre-Flight ticket macro where indicated.

9. Go to the Salesforce Opportunity and open the installations tab then click on the VGS2 to be assigned.

10.Click on status edit and scroll down the drop down and choose Site Enablement.

11. Click on the Unit ID and enter the number of the VGS2 being assigned

12.Scroll down to the Monitoring Details section 

Monitoring Details Section

1. Go to the Monitoring Details section and fill in the required information

2. Number of Hosting cameras is 0

3. Number of Cameras(Total) is 2 or 3 if add on cameras are being installed

4. Number of Monitored Cameras is 2 or 3 if add on cameras are being installed

5. Scroll down to the Installation details to fill in the required information most of which is found in the left sidebar of the Pre-Flight ticket.

Installation Details Section

1. There are 2 columns of fields to fill in. The left side is found in the Preflight Ticket

and the right side is filled in with standard answers common to all equipment

installed.

2. Right side drop down selections

Scheduled and Installed dates are done when the install is complete I-Vigil test is Yes, Cameras to Monitor is All, Facility is Pro-Vigil, I-Vigil Site     Description is Yes, i-Vigil Boundaries is Yes, Residential Area is Yes.

3. Left side drop down selections

Air Card, Static IP, and Last 6 of MAC address are in the Pre-Flight ticket. The carrier is alway T-Mobile unless indicated otherwise. The unit ID is the name of the VGS2 found in the Pre-Flight ticket. Special instructions is generally used to show the WAN IP in the event the unit is a MDC/MDP with a Virtual Static IP, None of the units have a Power Meter so that will be No, The IP Power Box for an MDX will be a X-310 or   X-410. The IP Power Box for the MDC/MDP will be No. The Power Source will be 110V - Main will be used for all units during site assignment. No Answer is needed for the Solar Script Status.

Quality Details

1. Sales Rep Present is alway No

2. Type the Sales Rep Name and click on the correct pop up

3. Install Duration will be selected as 1-2 Hours(avg install time)

4. Pro-Vigil Signage is Yes(PV warning signs are sent with each work order)

5. Pigtail Fixture is No

6. Electrical cable is 100’(standard length sent)

7. Average upload Speed will be 1800 which is the standard we use 

Click Save to Finish

Add on cameras(VGS1) follow the same process with exceptions

1. Top of the page, do not enter the Unit ID

2. Monitoring Details: 0 Hosting cameras; 1 total cameras; 1 monitored cameras

3. All other information will match the VGS2 to be assigned including the Unit ID in the installation details.

4. Screenshot and paste the top of the page showing the new status and paste in the Pre-Flight macro under 1st screenshot

5. Copy/Paste the add on Salesforce link in the line indicated

6. Submit the Pre-Flight ticket as open to finish this ticket

Pre-Flight side conversation to the Inventory Request ticket

1. Go to the macro and type MIP Inventory Unit Assigned and click on the correct pop up

2. This will create an internal note into the ticket indicating the unit is Site Assigned.

3. Submit as Open

KPI Production sheet

1. Go to the correct line for the unit being assigned and in Column D Pre-Flight, click on the down arrow and select Complete. To complete the whole process.

Once an Opportunity becomes Booked status, the project set up process can begin.  This allows for the project to be properly planned and implemented prior to the kickoff call and prior to the Opportunity becoming Closed-Won which is when the PMO SLA clock starts. The process starts with creating a new ticket in Zendesk.

Pages/Tabs to have open prior to starting

1. The Opportunity

2. Product list

3. Account

4. Contacts

5. Notes & Attachments

6. Site Design

7. Maps

8. Google Calendar

9. PV tech list

10.Case notes(if closed-won)

11. Zendesk

Set up steps–MIP

1. In Zendesk, click on +Add to start a new ticket

2. Click on the Macro field at the bottom and search for “Mobile Install Parent (MIP)” and click on that in the pop up list. This will open a new MIP ticket.

3. In the subject/title bar copy/past the Opportunity name onto where it says “Site Name”

4. Click on the product list tab and copy the list of devices and their amounts without copying the dollar figures. Paste that in the MIP where it directs you to insert the BOM screenshot.

5. Below that under “Install:”, list the devices and the amounts manually leaving out the services. Devices only.

6. Fill in the rest of the fields from the information in Salesforce. The Opportunity and Site Design fields are for you to paste those links not screenshots.

7. Next to Equipment Shipping Details, it is recommended that you identify the the type of shipping and then below that, delete the tracker type that isn’t applicable.

8. ForkLift Details–Indicate if one is or isn’t being ordered. If a PV tech is being assigned and he/she has a trailer, then indicate that a tech with a trailer is being used instead.

9. Once done, submit as Open to finish creating the ticket. After that you will fill in the required fields in the left side bar. The PM creating and managing the project will place their name in the Requester, Assignee, and Implementation Specialist fields.

10. Verify that the time zone matches the location of the project and change it if it doesn’t

11. Enter the date you plan to schedule the install for and the date for shipping based on freight or fedex delivery times. All shipping is quoted to the customer as a 5 day estimate regardless of location. The transit times vary depending on where in the country the shipment is going. Use the team provided charts to estimate the delivery date and schedule the install for the following day.

12.Click on the scheduled install date and shipping date fields to open the calendar and click on the chosen dates.

13.Click on the field “Was Site Visit Required?”

14.Choose Yes

15.Fill in the next field indicating a PV tech, Field Nation, or 3rd Party

16.This is not a required field, however, it will provide needed information to all concerned parties with access on what tech is being used for the install.

17. The field asking about unit conversion is required to close the ticket and is a good idea to fill in up front so that it is one less thing to remember at closing time.

Set up steps–Inventory Request

1. Click on the macro field in the button and search for “MIP Inventory Unit Request & Shipping”

2. In the subject/title line, add the Opportunity name.

3. Under requested, manually list the devices and their amounts-do not input the BOM screenshot, production does not use that.

4. Enter information for the Address(shipping address), Site Contact, and the Required Ship Date. The other fields are not necessary to the production team.

5. Click on send to finish creating this side conversation ticket.

6. In the MIP, scroll down to see the internal note indicating the inventory request ticket and click on it to reopen the ticket. You can also click on the side conversation tab and click on the ticket name.

7. A pop up will appear with the ticket number. Click on the ticket number to reopen the inventory request ticket so that the left side bar can be filled in.

8. Click on the Form field for a drop down and scroll until you see “Inventory Request” and click on it. This will alter the sidebar to the correct form.

9. Enter the MIP ticket number in the “Parent Ticket Number” field

10. The next fields must be filled in with the devices and amounts so that it matches the BOM. The accessories field is for Solar Light Kits, NPM, etc.

11. The “Ship to / Attention to” field is where you will fill in the Opportunity/Customer name or if the equipment is shipped to a Fedex office, you will enter the technician's name so that he/she can pick it up on the way to the site. If the 3rd Party or PV tech will be picking up the equipment at the PV production warehouse, enter the 3rd party/PV tech name.

12.In the “Shipping Address 1” field enter the shipping address for the site, for Fedex, enter “Closed Fedex Office”, for the 3rd party/PV tech pick up, enter SA warehouse in that field.

13.Once finished, go to the lower right corner and click the “Submit New” to complete the Process.

Tech Install Ticket Set Up Process

1. Click on the macro and search “MIP Technician Install”

2. In the subject/title line Copy/Paste the Opportunity name where indicated.

3. Manually list the devices and amounts under “Install Order”

4. Enter the shipping address and after that, the full site contact information

5. Copy/Paste the Opportunity link in the Opportunity field

6. The site design needs to be downloaded from the Notes and Attachments tab in the Opportunity. The link can be placed where indicated or type in Attached since the design will be uploaded as an attachment at the bottom of the ticket.

7. Indicate the shipping type

8. Indicate whether the forklift will be ordered or not. If a PV tech with a trailer is assigned, indicator there that a tech trailer will be used.

9. Click on send

10.In the MIP, click on the side conversation tab at the top or click on the internal note for the tech install so you can reopen the ticket.

11. On the left sidebar under followers, type in the PV tech name if one is assigned so that any notifications for this ticket will be sent to him. If no PV tech is used, enter in the applicable team mate name.

12.Click on the form and from the drop down list, choose “Install”. This will open the correct form in Zendesk.

13.The site type will always be Mobile

14.Click on “Type” and select “Task”

15.Click on Scheduled Date for the calendar pop up and click on the chosen install date.

16.Click on start time to indicate the tech arrival and start time using the 00:00 format.

17.Click on “Was Site Visit Required” and click on Yes.

18.Click on the appropriate tech type, if PV tech, select the correct name from the drop down list.

19.Under “Did you convert unit”, click on N/A

20.Go to the lower right corner and click on Submit Pending to complete the Zendesk set up.

Calendar Invitation

1. On the Title line, Copy/Paste the tech install title there.

2. Enter the address in the address line which creates a Maps link

3. In the description attachment field, Copy/Paste the body of the install ticket there from the devices to the shipping info.

4. Copy/Paste the tech install ticket link usually under the opportunity link to organize the information.

5. Copy/Paste the POC email address into the “Add Guests” field then input the Territory Manager name, the tech name if a PV tech is assigned, and the PV tech’s supervisor name. If a 3rd Party tech is used, enter the email for 2X pvmobile@2xssolutions.com. If a Field Nation tech is used, then only the customer and the Territory Manager’s names/emails are placed there.

6. Save and send the calendar invite to complete the process.

Screens to have available and open prior to start.

1. The Opportunity for the install

2. The Installation tab for the Opportunity with at least one MDX/MDC/MDP

3. opened in another tab.

4. 2-3 Zendesk tabs depending on preference

5. The Pro-View customer portal

6. Pro-Fit

7. Screens of live Axis camera views.

8. The Opportunity case notes.

Process

1. Once the install ticket has been sent back to Project Management from the On-Boarding team indicating that the Site Enablement has been finished, it is time to complete the install and send the account to Customer Success for the Customer Onboarding.

2. In the MIP ticket, click in the Macro field in the bottom and search for the MIP PM Final Install Validation-Close then click on the correct pop up to start the internal note.

3. In the Site Enablement note, there will be pictures indicating the updates to the site masking. Download each one for later use in this process.

4. Open proview and get the live views of each MDX/MDC/MDP. Get a screen capture of each and paste it in the final checklist where indicated.

5. Get the Pro-Fit view of each unit and capture/paste it where indicated.

6. Get the Axis camera view for each and capture/paste it where indicated. These screen captures verify/validate that the equipment is working, the portal is visible, and the health monitoring of the equipment is functioning properly

7. The rest of the questions can be checked against the same questions found in the Post Install Checklist and the Site Enablement information in the MIP ticket.

8. Once this is done, verify that the left side bar has the required information updated and all validations are done, submit this ticket as solved to complete the MIP ticket.

MIP to Customer Success

1. On another tap/screen, go into Zendesk and click on the +Add to start a new ticket.

2. Go to the macro at the bottom and type in “MIP to Customer OnBoarding” to create the ticket that refers the account to Customer Support/Success for the Customer Onboarding experience.

3. In the Form, where it says “Site Name”, Enter the name from the MIP Ticket for the site and again in the line of the validation list.

4. In the next line Copy/Paste the MIP link.

5. The rest of the questions can be answered by referring to the MIP final checklist and from the installation page in Salesforce.

6. Check each item against the information in these sources and indicate with a Yes or No whether the item was done.

7. Copy/Paste the monitoring hours from the MDX/MDC/MDP install page under “Monitoring Details” header in the install record.

8. Go to the left side bar at the top and Copy/Paste the customers contact email in the requester spot.

9. At the bottom of the checklist, the question regarding observation notes can be answered by referring to the site enablement notes found in the Site Enablement note in the MIP.

10.Click on the attachment icon at the bottom and upload the masking pictures that were saved at the beginning of this process.

11. Click on the black button at the bottom right to submit as new. This will send the ticket to a CSA or CSM for the Customer Onboarding experience to be started.

Closing the Case

1. In the install Case note, click on the button at the top right that says “Case Close”.

2. Under “Billable” click No in the drop down.

3. Under “Site Visit Required”, choose Yes in the drop down.

4. Under “Time Spent” the standard entry is 5 to indicate the number of hours on the job which is a standard average.

5. Under “Case Reason”, choose Installation in the drop down.

6. Click on the Effective Date to open the calendar and the current date.

7. Once done, click Save.

8. Go to the Opportunity page and refresh the screen. The stage should now say installed. The installation is complete and the customer moves on Onboarding with Customer Success.

This email is to be used when a customer is a "No Show" to a kickoff call.  You will send it to the customer's email and in the CC section, include any alternate customer contact, the TM, your team lead, and if necessary your supervisor and the DSM.  This email should follow a direct call attempt to the customer is the kickoff is unsuccessful.

Greetings,

I am contacting you in regard to your request for surveillance cameras at your site in _________.  I called and left you a message to call me back.  I know your time is valuable and I'd like to get your cameras installed as soon as possible. In order to get the equipment into production and arrange scheduling for shipping and a technician, I will need to verify some information and go over some details.

1. Who will be the onsite contact who will be able to receive our equipment in either a package or freight delivery?

2. Is there a secure location to store the equipment until the tech arrives? (Typically 1-3 days)

3. If the equipment is powered units, will there be a 110v receptacle within 100’ of the camera unit and if necessary, will you have a pole in place prior to installation?

4. I show the shipping address to be _____________________. Is that the correct location to send the equipment, and if not what is the correct address. If an address is not available, please provide a good pin drop which our freight carriers can use to find you.

5. Solar solutions require a forklift to move the equipment into place. Will you have one available or will I need to send one to the site?

6. Is this an OSHA regulated site and if not, what PPE is required for the tech to wear while on this site?

7. Do you have a deadline (drop dead) date for the equipment to be installed or a specific date you would like to request?  

Once we get this information verified I will have our coordinator start working on scheduling the equipment production and shipping as well as scheduling a technician to perform the installation.  If a solar solution is ordered, it will be shipped via a freight carrier and we quote 5 day shipping for delivery. Package shipping time varies depending on the location. Once the schedule is completed, you will receive a calendar invitation with the dates and details. Please let me know who will need to receive the invitation.  I will be your primary contact from here until project completion. I will contact you up to 48 hours prior to the installation date to confirm that the schedule, shipment, and tech are ready to go and to see if there are any questions.

When the tech arrives, he/she will break the seal on the equipment box and conduct an inventory check. He/she will then start staging the equipment where it will be placed with a forklift if solar, and using a ladder if not. The equipment will be assembled and mounted according to the type whether powered or solar and the cameras will be sighted in. You will be shown the camera images for your approval and once you have approved everything, the tech will then call in for the final testing and enablement.  

When the installation is complete and our compliance testing is done, you will be scheduled for a google meets call so that we can hand you over to our Customer Success team your cameras remotely.

Please respond to this within 48 hours of receiving this email in order to avoid unnecessary delays in scheduling your installation. If you have any questions or concerns, feel free to contact me at the information below.

Thank you for choosing Pro-Vigil,

Your regular email signature info goes here

Work Scope Document with Images link

This workflow outlines the steps for creating, editing, and finalizing process documents within the PMO shared drive. It ensures consistent documentation standards and facilitates collaboration and approval.

1. Accessing the Template Document

○ Open the Google Drive app on your workstation.

○ Navigate to the PMO shared drive.

○ Go to the "Documents for Review" folder.

2. Creating and Renaming the Document

○ Right-click on the document titled "Process - Template."

○ Select "Make a copy."

○ Right-click on the newly created document titled "Copy of Process - Template."

○ Select "Rename."

○ Rename the document to the process you are creating, e.g., "Process - Kick-off Email."

3. Moving the Document to Process Drafts Folder

○ Move the renamed document to the "Process Drafts" folder.

4. Editing the Process Document

○ Navigate to the "Process Drafts" folder.

○ Open the process document you have created.

○ Draft and detail the process within the document.

5. Sharing for Review

○ Share the document with leadership and relevant stakeholders directly from the document interface.

○ Request their review and feedback.

6. Approval and Conversion to PDF

○ After receiving approval, select "File" from the menu.

○ Click on "Download," then select "PDF Document."

○ Save the PDF document to your designated folder on your workstation.

7. Uploading the Final Document

○ Navigate back to the PMO shared drive.

○ Go to the "Process" folder.

○ Upload the recently created PDF document to the "PMO Processes" folder.

Additional Tips:

● Template Customization: If there are common sections in all process documents, consider pre-filling these in the template to reduce repetitive work.

● Automated Notifications: Set up Google Drive notifications or integrate with email to automatically inform stakeholders when a document is ready for review.

● Version Control: Use Google Drive's version history to keep track of changes and revert if necessary.

● Centralized Feedback: Encourage stakeholders to leave comments directly within the document to streamline the review process.

Tech Checklist link