Technician & Admin Standards

Internal Use Only

These standards protect customers, technicians, vehicles, payments, and business records. Final employment, privacy, safety, and disciplinary language should be reviewed by qualified legal and HR professionals.

1. Individual Accounts & Access

Every technician, manager, and administrator must use an individual account. Passwords, verification codes, customer information, keys, devices, and sessions may not be shared. Access is limited to the minimum information required for the assigned role.

2. Administrator Verification

Admin sign-in requires the approved administrator account credentials followed by a one-time 6–8 digit verification code sent only to a verified business-controlled method. Codes expire after 10 minutes, work once, may not be stored or shared, and trigger a temporary lock after five failed attempts. Recovery and device changes require a separately verified owner process. A permanent shared PIN is not permitted.

3. Admin Role Preview

Authorized admins may select “View as Customer” or “View as Technician” to inspect either experience. Preview mode must display a persistent role banner, default to read-only behavior, prevent accidental payments or customer messages, and provide a clear Exit Preview control. Any action performed on behalf of another user must require confirmation and create an audit record showing the admin, time, affected account, and change.

4. Scheduling, Availability & Time Off

Technicians must keep availability accurate, review daily assignments, acknowledge schedule changes, and submit time-off requests through the app. Managers approve or deny requests. Technicians may not accept, cancel, reassign, or privately reschedule work outside the approved workflow.

5. Attendance & Arrival

Technicians should arrive prepared and on time, update job status accurately, and contact the customer through approved channels when travel or prior work causes a delay. Repeated lateness, missed shifts, or false status reporting must be documented and reviewed.

6. Customer Communication

Use in-app messaging or approved business channels. Keep messages professional, service-related, and documented. Do not solicit side work, request personal payment, harass customers, or move conversations to private accounts without management approval.

7. Vehicle Check-In & Inspection

Confirm the customer, vehicle, service, location, visible condition, and approved price before work begins. Complete timestamped inspection photos and panel notes, record existing damage, and obtain approval before paid add-ons or material scope changes.

8. Safety & Chemical Handling

Follow product labels, Safety Data Sheets, ventilation rules, PPE requirements, equipment training, traffic safety, and weather limits. Stop work when the location, vehicle, chemical, electrical supply, equipment, or customer conduct creates an unsafe condition. Never mix chemicals unless the manufacturer expressly permits it.

9. Keys, Vehicles & Property

Maintain positive control of keys and never use a customer vehicle beyond what is reasonably required for the service. Report loss, damage, collision, mechanical warning, customer-property concern, or suspected theft immediately. Personal use, passengers, smoking, racing, and unauthorized test drives are prohibited.

10. Payments, Discounts & Merchandise

Use only approved checkout and invoicing tools. Do not collect off-platform payments, change prices, create discounts, issue refunds, alter orders, or release merchandise without role permission and an auditable record.

11. Data Protection

Access customer addresses, messages, photos, payment status, and service history only for assigned work. Do not download, screenshot, copy, disclose, or retain customer data on personal devices. Lock unattended devices and report suspected access or loss immediately.

12. Quality Completion

Follow the service checklist, verify promised work, upload completion evidence, record exceptions, clean equipment, and close the job only when the work and customer handoff are complete. Never hide damage, skipped work, mistakes, or customer concerns.

13. Incidents & Escalation

Immediately stop and report injuries, chemical exposure, property damage, threats, disputes, payment problems, suspected fraud, privacy incidents, and safety hazards. Preserve relevant photos, messages, timestamps, and facts without altering records or assigning blame.

14. Professional Conduct

Treat every customer and coworker respectfully. Harassment, discrimination, retaliation, threats, intoxication, theft, dishonesty, and unsafe behavior are prohibited. Technicians must present themselves and the Big Oasis brand professionally.

15. Offboarding & Access Review

Role changes and departures require prompt removal of access, return of keys/devices/equipment, reassignment of open work, and preservation of business records. Admin permissions should be reviewed regularly.

Acknowledgment

Each team member should acknowledge the current version before receiving live customer or payment access.