Runbooks

Create client-specific procedures, SOPs, and handoff documentation. Use templates for consistency across all your clients.

What Are Runbooks?

Runbooks are step-by-step procedure documents that capture:

Standard Procedures: How to perform common tasks at a client site
Emergency Procedures: What to do when things go wrong
Client-Specific Info: Unique requirements or preferences for each client
Handoff Documentation: Everything someone needs to service the account

Use Cases

New Client Onboarding

Document everything about a new client during initial site survey - then any technician can service the account.

Recurring Maintenance

Step-by-step procedures for quarterly HVAC maintenance, annual panel inspections, or monthly network audits.

Emergency Response

Who to call, where shutoffs are located, and critical steps for emergencies at each client site.

Technician Turnover

When a technician leaves, runbooks ensure knowledge stays with your company, not the individual.

Templates

Start with pre-built templates to ensure consistent documentation:

Site Survey

Initial walkthrough checklist for new clients

HVAC Maintenance

Seasonal maintenance checklist and procedures

Network Audit

Monthly/quarterly network health check

Emergency Contacts

Critical contacts and emergency procedures

Client Handoff

Complete documentation for account transfer

Custom Template

Create your own reusable template

Creating Runbooks

From Scratch

Go to SP Dashboard → Runbooks
Click New Runbook
Select the client and site
Enter a title and description
Write your content using Markdown
Save the runbook

From Template

Go to SP Dashboard → Runbooks
Click New from Template
Select a template
Choose the client and site
Customize the pre-filled content
Save the runbook

Markdown Support

Write runbooks in Markdown for rich formatting:

# Emergency Shutdown Procedure

## Step 1: Locate Main Shutoff
The main electrical shutoff is located in the **basement utility room**,
on the east wall next to the water heater.

## Step 2: Disable Power
1. Open the panel cover
2. Flip the main breaker to OFF
3. Verify power is off using a voltage tester

## Step 3: Notify
- Call the property manager: (555) 123-4567
- Log the incident in the service record

> **Warning:** Do not restore power until the issue is resolved.

Supported Formatting

Headers: # H1, ## H2, ### H3
Bold/Italic: **bold**, *italic*
Lists: Numbered (1. 2. 3.) and bulleted (- - -)
Links: [text](url)
Code blocks: For commands or technical details
Blockquotes: > For warnings or notes
Tables: For structured data

Client Portal Access

Runbooks can be shared with clients through the Client Portal:

Clients see view-only versions of runbooks
Great for emergency procedures they might need
Sensitive internal notes can be marked as private

Best Practices

Do

Use clear, numbered steps
Include photos for complex procedures
Keep runbooks updated after changes
Link to relevant equipment records

Don't

Include passwords (use Credential Vault)
Assume reader knows the site
Skip verification steps
Forget emergency contacts

Pro Tip

Create a "master runbook" for each client that links to all other runbooks, credentials, and documentation. It becomes the single starting point for anyone servicing that account.