Operations handbook

Work through the exception. Keep the evidence.

Use these procedures with the current company record, approved scope and your assigned authority. Each decision needs a responsible owner, source and next action.

Open Operations

Triage and escalation

  1. Open Operations → Inbox, Support or Review desk and select the exact company and related order. Read the source, severity, deadline and existing history before changing anything.
  2. Treat uncertain notices as needing human review. Preserve the original and receipt time; do not infer a legal deadline from a classification suggestion. Assign an active responsible owner and a future next-update time.
  3. If delivery fails or a deadline may be missed, record the failure and next action, alert the designated primary/backup using an approved channel, and record recipient acknowledgement separately from notification delivery. The daily worker schedule does not promise urgent response.

When to stop and escalate: Stop and escalate if the source, authority, deadline or coverage is unknown. Do not mark a notice acknowledged for the recipient.

Scope, quote and approval

  1. In Orders, select the company, jurisdiction and service. Confirm the reusable facts against their sources and resolve missing or conflicting fields.
  2. Record separate service, provider and government fees, renewal/cancellation terms, responsible owner, next action and next update. Check actual reviewed Service coverage before promising fulfillment.
  3. Request approval of the exact frozen input and quote. Scope, input, price and prerequisite changes require another review; preserve the previous version. Planning and approval do not purchase a service or submit a filing.

When to stop and escalate: Stop before queueing if coverage, authority, prerequisites or prices are unconfirmed.

Provider timeout, rejection and correction

  1. Review the order timeline and original request/receipt before attempting anything again. Keep the same request identifier when checking an uncertain outcome.
  2. For an unknown or timed-out outcome, reconcile the provider or agency reference first. Do not create a fresh submission or charge while the earlier result is uncertain. A manual adapter records operator work; it does not contact an agency.
  3. For a confirmed rejection, retain the rejection artifact, correction reason and affected fields. Revise the scope/input when needed, obtain exact-version approval, then record the authorized correction and new outcome. Distinguish a submission receipt from actual acceptance.

When to stop and escalate: Escalate missing provider access, inconsistent money state, unknown submission outcome or an unsafe retry. Never fabricate acceptance.

Evidence review and completion packets

  1. Upload originals to Documents under the correct company. Evidence and original exports require a real clean inspection matching the exact storage path and SHA-256. Configure the scanner if unavailable; never replace inspection with an operator assertion.
  2. In Orders → Service deliverables and prerequisites, choose each requirement, link the exact inspected original or provide a source reference and explanation. A separate owner/administrator reviews each item; the preparer cannot verify their own item.
  3. After a scope or source change, recheck every stale requirement. Complete linked prerequisites before queueing/submission. Record next responsibility and future obligations. Delivered requires every current item independently verified.
  4. Download the completion PDF or HTML for the readable summary. For frozen inputs, money history and originals, request the scoped ZIP in Operations → Exports & integrations. Verify its manifest and checksums; a summary never replaces an official artifact.

When to stop and escalate: Stop if any required outcome is missing, stale, rejected or tied to a different company/original. Record an exception rather than certifying completion.

Handover and change of owner

  1. Record the current state, outstanding blockers, next action, next update, customer commitments and retained source references in the linked handover/support review.
  2. Confirm the incoming active owner and backup have only the required access. Have them acknowledge responsibility through the approved process; recording a handover does not create external provider access.
  3. Check open tasks, notices, renewals and unfinished orders. Reassign supported records, preserve the old decision history and review the handover against the current source versions.

When to stop and escalate: Escalate if there is no active accountable owner, if acceptance is missing, or if an urgent item would lose coverage.

Cancellation and customer exit

  1. Confirm the requester’s authority and exact scope. Review subscriptions, provider terms, open orders, future obligations, retained evidence and outstanding money reconciliation.
  2. Use the cancellation/offboarding checklist and record each actual outcome. Coordinate owner-controlled identity assets and portable exports. A checklist does not cancel an external service, payment subscription or government registration.
  3. Verify the customer received the agreed export and control/portability instructions. Keep preservation holds and retention obligations in place. Account erasure is a separate authorized flow; do not use it as a substitute for cancellation or a financial reconciliation.

When to stop and escalate: Stop before destructive actions, external cancellation, refund or filing unless separately authorized and supported by the relevant provider.

Portfolio batches and retry

  1. Choose Operations → Portfolio and select up to 50 authorized companies. Set a clear task title, active assignee and future deadline.
  2. Create the task batch and inspect every per-company result. Successful rows have actual task identifiers; failures remain visible. Retry the saved batch with unchanged inputs to reuse successes.
  3. Start a new batch for a different title, assignee, deadline or company list. Open Tasks to follow assigned work. For approvals, inspect each exact order version and exception individually.

When to stop and escalate: Do not treat a partially successful batch as fully complete, or copy a foreign client’s records into your own workspace to bypass delegation.

Source-linked assistance

  1. Use Sourced facts with a clean inspected company original and a labeled transcription. Compare the excerpt to the original before saving candidate facts.
  2. Optional model extraction remains off until configured and tested. If enabled, review the selected excerpt and authorize its transfer each time the source changes; exclude identifiers and secrets.
  3. Candidates and classification hints require human verification. They do not update company facts, determine legal applicability, suppress an urgent notice or authorize a filing. Reconcile conflicts using the retained source and effective date.

When to stop and escalate: Stop if the excerpt is incomplete, the original inspection changed, the model outcome is uncertain or the result is not supported by the source.

Export validation and recovery rehearsal

  1. Request the smallest suitable Operations ZIP scope. Keep the original archive unchanged and verify its manifest, original-file inventory and checksums before transferring it.
  2. Rehearse import into an isolated environment using synthetic data. Compare every record, relationship and original byte; test a corrupted archive to confirm refusal. Record dataset size, timing, failures and test limitations.
  3. The automated portability rehearsal restores records into an isolated evidence workspace, then closes and reloads it. It does not prove a full application restore, production infrastructure recovery, access-policy recovery or an achieved recovery objective. Production recovery needs its own authorized infrastructure exercise.

When to stop and escalate: Do not point a rehearsal at a customer workspace or production restore target. Never disable production scanner or access controls for a test.

Recording a workflow does not activate a provider, send a notification, submit a filing, move money or establish a legal conclusion. Follow actual service coverage and approved channels.

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