business
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💼 Business Operations & Legal
Part of the IT-Manual Standard operating procedures for payments, legal contracts, employee conduct, and service scope.
📖 Overview
This directory contains the non-technical backbone of the business. It covers how we get paid, how we protect ourselves legally, and the behavioral standards expected of technicians in the field and in the shop.
📂 Contents
⚖️ Legal & Agreements
Contracts, waivers, and liability protection.
- Service Agreement The primary contract between the business and the client. Covers work authorization.
- Terms of Service General terms governing the use of our services.
- General Disclaimers Liability limitations regarding data loss, hardware failure, and unforeseen issues.
- NDA (Non-Disclosure Agreement) Agreement ensuring client data privacy and confidentiality.
- NCA (Non-Compete Agreement) Guidelines regarding technicians soliciting clients or working for competitors.
- Disputes Protocol for handling client complaints, billing disagreements, or service failures.
💳 Payments & Financials
Invoicing, fees, and transaction workflows.
- Payment Processing General SOP for accepting payments (credit cards, checks, cash).
- Online Payment Methods Guide to digital invoicing and web-based payment portals.
- In-Shop PC Check-Out Payments Specific workflow for releasing hardware back to a client after repair and payment.
- Trip Fee Policy on travel charges, service zones, and minimum call-out fees.
👔 Operations & Conduct
Technician behavior, presentation, and sales.
- Code of Conduct Ethical standards and expected behavior when representing the company.
- Dress Code Uniform and grooming standards for field and shop staff.
- Parking Guidelines & Laws Rules for parking at client sites to avoid tickets and maintain a professional image.
- Service Scope Definitions of what services we provide—and importantly, what we do not provide.
- Upselling Strategies for identifying additional client needs and offering relevant upgrades or services.
📝 Document Usage Guide
When to introduce specific documents to the client.
| Phase | Document/Action | Purpose |
|---|---|---|
| Intake / Arrival | Service Agreement |
Must be signed before touching hardware. |
| Intake / Arrival | General Disclaimers |
Client acknowledges data loss risks. |
| During Service | Upselling |
Tech identifies aging hardware or backup gaps. |
| Completion | Trip Fee |
Ensure travel costs are added to the final invoice. |
| Completion | Payment Processing |
Collect payment before leaving site or releasing gear. |
Maintained by Pacific Northwest Computers