# Operations and Support SOP

## Purpose

This SOP defines how the platform team should onboard estates, activate subscriptions, support users, and maintain predictable operations for the Smart Estate Visitor Management Platform.

## Operating Principles

- Do not activate an estate until signup approval and payment confirmation are complete.
- Keep estate data tenant-scoped.
- Use role and feature access settings to match each estate's operating policy.
- Treat gate continuity as critical; offline sync issues should be handled quickly.
- Record operationally important actions in audit logs.
- Avoid exposing secrets in support screenshots, emails, or tickets.

## New Estate Onboarding Checklist

1. Receive estate signup.
2. Verify estate name, location, unit count, estate type, and admin contact.
3. Review estate fit and payment readiness.
4. Approve, reject, or suspend the signup.
5. Help approved estate select the correct plan.
6. Confirm selected payment provider.
7. Initialize hosted checkout or record manual payment.
8. Confirm payment in the admin workflow.
9. Verify estate status is `ACTIVE`.
10. Verify estate admin account is `ACTIVE`.
11. Import or create residents.
12. Create guard accounts and assign device IDs where available.
13. Configure role feature access.
14. Run gate check-in test with demo visitor pass.
15. Train estate admin, supervisor, and guards.
16. Confirm support contact and escalation path.

## Payment Confirmation SOP

1. Open pending estate signup or estate payment record.
2. Confirm estate has approved signup status.
3. Confirm selected plan and provider.
4. For hosted checkout, verify provider reference through the configured provider workflow.
5. For manual payment, confirm payment through finance or bank statement.
6. Confirm payment in the admin endpoint or dashboard.
7. Verify estate status becomes `ACTIVE`.
8. Verify subscription status becomes `ACTIVE`.
9. Notify estate admin that access is enabled.
10. Record any manual confirmation notes.

## Resident Data SOP

Required fields:

- resident name
- phone number
- unit
- estate

Recommended controls:

- check duplicate phone numbers before import
- confirm phone format before OTP rollout
- assign residents only to their estate
- suspend records rather than deleting active users when there is uncertainty

## Guard Setup SOP

Required fields:

- guard name
- phone number
- estate

Optional but recommended:

- device ID
- assigned gate
- supervisor contact

Setup steps:

1. Create guard user.
2. Confirm OTP login works.
3. Assign or record device ID.
4. Test QR check-in.
5. Test manual code check-in.
6. Test checkout.
7. Test offline bootstrap where the client supports it.

## Support Triage

| Priority | Example | Response Goal |
| --- | --- | --- |
| P1 | Gate cannot check in visitors for active estate | Immediate investigation |
| P2 | Payment confirmed but estate not active | Same business day |
| P3 | Resident cannot create pass | Same business day |
| P4 | Reporting, copy, or training request | Next planned support cycle |

## Common Support Issues

| Issue | First Checks |
| --- | --- |
| User cannot log in | Phone number, account status, role, OTP provider mode |
| Estate admin cannot access app | Estate status, signup status, subscription status, user status |
| Guard cannot check in visitor | Guard role, feature access, pass status, validity window, estate scope |
| QR pass rejected | Expiry, entry count, revoked status, wrong estate |
| Payment provider unavailable | Global provider setting, estate override, sandbox/live credentials |
| Offline events not applying | Device ID, duplicate client event ID, event payload, conflict status |

## Recurring Operations

Daily:

- review pending estate signups
- review pending payments
- check failed or conflicted offline sync items
- monitor high-priority support tickets

Weekly:

- review active estate usage
- review incidents and unresolved support patterns
- confirm provider configuration health
- check audit logs for unusual admin changes

Monthly:

- reconcile active estates against paid subscriptions
- review plan fit against unit/resident counts
- check churn risk and inactive estates
- prepare customer success usage summaries
- review support SLA performance

## Customer Success Handoff

When an estate goes live, hand over:

- estate name and ID
- plan and billing status
- primary admin contact
- guard and resident setup status
- enabled features
- support contact and escalation notes
- known risks or incomplete onboarding items