After-Hours Process
What time is your After-Hours check-in?
Name a product that CheckUp sells.
Wallboard, Tablet, Media Player
Name two communication apps we use.
Slack, WhatsApp, Teams
What do you do if a tech reports missing equipment?
Document it, notify the client, or After Hour Manager
Who is the first escalation contact?
After-Hours Team (Group Text)
What platform do we use to update Work Orders?
Salesforce
What should you confirm with the Dayside PM before starting work?
Client contact, arrival window, and scope of work
What should you always do after a phone call with a client?
Follow up with an email summarizing the conversation
What to document if a site is locked on arrival?
Time of arrial, Attempts were made to contact POC
Who do you reach out to after the After-Hours Team?
After-Hours Manager (Yer)
What should you do if the After-Hours Form is incomplete?
Politely ask Dayside PM to fill out the After-Hour Form
Where is the install guide usually located?
In the Files section of the WO or linked in SOW
What’s the best way to escalate if the primary contact is unavailable?
Use the escalation path: After-Hours Team > AH Manager > Dayside PM or Dayside Manager > Client Contact > Dan > Jamin
If a job needs rescheduling, whom must you inform first?
The client and Dayside PM
At what point should you involve the client contact?
After internal escalation has been attempted without resolution
When should you tag photos?
As soon as they are taken — before upload or during submission
What is the first thing to review the SOW?
SOW and internal notes
Which app is best for fast tech communications?
WhatsApp, Text
What’s an example of a simple workaround if internet access is down?
Use a mobile hotspot or ask for alternate Wi-Fi credentials
Who is the final escalation contact at Snap?
Jamin
Who do you contact if you cannot reach the Dayside PM?
Reach out to Dayside Manager or After Hour Manager
When do we confirm if client approval is needed for a change order?
Call/Text Client before proceeding with out-of-scope work
What should you double-check before archiving an email?
That all action items and communication have been fully addressed
If a wall mount fails, what 3 photos must you take?
Damaged device, surrounding wall/area, and packaging
What critical detail must you include when escalating an issue?
Technician update, issue summary, client impact, and current status