---
type: client
name: horseshoe-management
display_name: Horseshoe Management
last_compiled: 2026-05-24
compiled_by: DESKTOP-0O8A1RL/claude-main
sources:
  - clients/horseshoe-management/session-logs/2026-05-06-howard-ups-bypass-relay-fault-onsite.md
---

# Horseshoe Management

## Overview

- **Business type:** Property/business management [unverified beyond name]
- **Syncro Customer ID:** 625269 (Bill Young)
- **Billing model:** Prepaid block hours
- **Billing rate:** $175/hr (onsite business); emergency multiplier 1.5x applied to qty, not rate
- **Hours remaining:** 31.75 hrs (as of 2026-05-06, after 1.5 hr emergency debit)
- **Address:** 2325 E Grant Rd, Tucson

## Contacts

| Name | Role | Notes |
|---|---|---|
| Bill Young | Primary contact / owner [unverified] | Syncro customer name; was on-site during 2026-05-06 visit |
| Donna | Employee [unverified] | Credentials in Syncro notes (see Warning) |
| Randy | Employee [unverified] | Credentials in Syncro notes (see Warning) |
| Frank | Employee [unverified] | Credentials in Syncro notes (see Warning) |
| Sam | Employee [unverified] | Credentials in Syncro notes (see Warning) |

## Infrastructure

### UPS

- **Model:** APC Smart-UPS 1350
- **Status as of 2026-05-06:** Operational after power-cycle. Prior error: P.17 / Event 17 (Bypass Relay Weld fault).
- **History:** Site has gone through multiple batteries and at least two complete UPS units with battery-related errors — pattern suggests underlying electrical/wiring issue.

### Servers / Workstations

*(not documented — session was UPS-focused; no server/workstation inventory captured)*

## Network

*(not documented)*

## Cloud / M365

- **M365 tenant present** — admin account: `Bill@horseshoemgt.com`
- **[WARNING] M365 admin password was stored in plaintext in Syncro customer notes** — see Anti-Patterns section.
- Tenant ID and domain not confirmed beyond `horseshoemgt.com` [unverified domain spelling].

## GuruRMM

*(not documented)*

## Active Projects / Open Items

| Priority | Item | Owner |
|---|---|---|
| P1 | Follow up with Bill to confirm whether they engaged a licensed electrician to check the branch circuit/outlet feeding the UPS equipment | Howard / Mike |
| P1 | Migrate all plaintext credentials from Syncro customer notes to SOPS vault under `clients/horseshoe-management/` and strip from Syncro | Mike |

## Key Events / History

### 2026-05-06 — APC Smart-UPS P.17 bypass relay fault (emergency onsite)

**Syncro ticket #32256** — "Emergency onsite - Server making strange noise" (misleading subject — actual issue was UPS).
**Technician:** Howard Enos.

**Error:** APC Smart-UPS 1350 displaying P.17 / Event 17 (Bypass Relay Weld fault) — internal transfer relay stuck, unit unable to switch between line and battery power.

**Resolution:** Full power-cycle procedure:
1. Disconnected all loads.
2. Unplugged UPS from wall.
3. Removed batteries.
4. Held power button 10 seconds to discharge residual capacitance.
5. Reinstalled batteries, plugged in, reconnected loads, powered up.
6. Error code cleared. UPS operating normally post-cycle.

**Billing:** Emergency onsite on prepay block.
- Product: 26118 (Labor - Onsite Business, $175/hr)
- Qty: 1.5 hrs (1.0 actual × 1.5 emergency multiplier applied to qty, NOT rate)
- Line total: $262.50
- Invoice #67568 — $0.00 (fully covered by prepay block)
- Prepay: 33.25 hrs → 31.75 hrs

**Recommendation given to customer:** Engage a licensed electrician to inspect the branch circuit and outlet before purchasing additional batteries or replacement UPS units. History of repeat failures (multiple batteries, two complete UPS units) does not match normal wear — points to voltage irregularities, poor grounding, or a shared circuit with a high-draw load.

### 2026-07-08 — GPS-RMM reconciliation

9 GPS billed / 6 in GuruRMM (Winter/Mike).
- [OK] DESKTOP-5DD8C43 (Windows 11) reachable via ScreenConnect — RMM push pending.
- [ONSITE] HSM-RANDI and HSM-SURFACE have no ScreenConnect session.

## Anti-Patterns / Warnings

- [WARNING] CRITICAL SECURITY EXPOSURE: Plaintext passwords for Donna, Bill, Randy, Frank, Sam, "Bill Server", and the M365 admin account (`Bill@horseshoemgt.com`) were found in the Syncro customer notes free-text field as of 2026-05-06. These must be migrated to the SOPS vault (`clients/horseshoe-management/`) and stripped from Syncro before any future work exposes them further.
- [WARNING] Do NOT use Emergency product (26184) for emergency billing on prepay customers — use standard Onsite Business (26118) with qty multiplied by 1.5. Stacking both products double-counts the time-and-a-half.
- Do not dismiss repeat UPS/battery failures as normal wear. Pattern at this site strongly suggests an electrical infrastructure problem.

## Backlinks

- *(no related wiki articles yet)*
