docs(session)+rules: 2026-05-27 — Quantum M365 onboarding, IX autodiscover fix, Syncro emergency/labor/attribution rules

Session logs: root (Michael #32329 hosting offer + IX simplehost.email autodiscover DNS fix + Cascades #32332 emergency correction) + Quantum client log (M365 tenant 2fd0092b onboarding, break-glass GA, CA report-only).

Syncro rule overhaul:
- Emergency billing: prepaid -> 26184 @ hours x1.5 (was 26118); non-prepaid -> 26184 with channel rate (onsite $262.50 / remote+inshop $225)
- Never make up labor items (existing product + real name; QuickBooks sync)
- Corrections preserve original tech's user_id (commission); adding notes/labor never changes ticket owner

/remediation-tool: Conditional Access may be managed programmatically (report-only first + exclude break-glass + confirm before enforce); fabb3421 deprecated for customer tenants; Quantum tenant onboarded (gotchas table).

Memory: 4 new (no-madeup-labor, corrections-preserve-tech, ca-programmatic, quantum-godaddy-tenant) + updates.

Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>

.claude/memory/feedback_syncro_emergency_billing.md

@@ -1,23 +1,22 @@
 ---
 name: Syncro emergency/after-hours billing — check prepay_hours first
-description: Emergency labor is 1.5× multiplier, not additive. Branch by customer.prepay_hours — wrong branch doubles or undercharges. Applies to every /syncro bill for emergency work.
-type: feedback
+description: Emergency labor is time-and-a-half (×1.5), applied once, never additive. Branch by customer.prepay_hours. Prepaid → emergency item 26184 at hours×1.5 (premium in quantity); non-prepaid → 26184 at actual hours (rate has 1.5×).
+metadata:
+  type: feedback
 ---
 
-**Rule:** Before adding any Emergency/after-hours labor line item on a Syncro ticket, `GET /customers/<id>` and read `prepay_hours`.
+**Rule:** Before adding any Emergency/after-hours labor line on a Syncro ticket, `GET /customers/<id>` and read `prepay_hours`. Emergency = **time-and-a-half (×1.5), applied ONCE** — never bill a separate regular line + emergency line for the same hours.
 
-- If `prepay_hours == 0` (no prepaid block): use product `26184` (Labor - Emergency/After Hours) at quantity = actual hours. The $262.50/hr rate already has the 1.5× multiplier baked in.
-- If `prepay_hours > 0` (customer has a prepaid block): use product `26118` (Labor - Onsite) at quantity = actual hours × 1.5. Prepaid blocks debit by QUANTITY, not dollars, so we bump qty instead of swapping to the Emergency product.
+- **No prepaid block (`prepay_hours == 0`):** product `26184` (Labor - Emergency or After Hours) at quantity = **actual hours**, and set `price_retail` by the work's **delivery channel** (the 1.5× lives in the dollars — do NOT also ×1.5 the quantity): **Onsite emergency = $262.50** (175 × 1.5; this is 26184's default rate); **Remote / In-Shop emergency = $225** (150 × 1.5) → override `price_retail` to `225`. Fetch the base rate live and ×1.5 if unsure.
+- **Prepaid block (`prepay_hours > 0`):** product `26184` at quantity = **actual hours × 1.5** (hours + 50%). Prepaid blocks debit by QUANTITY not dollars, so the 1.5× premium goes in the **quantity**; the invoice nets to $0 and the block debits hours×1.5. e.g. 1.5 emergency hrs → `26184` @ **2.25**. (Delivery channel / dollar rate is **irrelevant** for prepaid — only the quantity hrs×1.5 matters.)
 
-Never stack `26118` + `26184` for the same hour of work. Pick one path based on the prepaid state.
+**(Updated 2026-05-27 — Mike):** prepaid emergency now uses the **emergency item `26184`** at ×1.5 quantity — this REPLACES the old "prepaid → onsite `26118` at ×1.5." Using 26184 labels the line correctly as emergency and maps right in QuickBooks; the dollar double-1.5 worry doesn't apply to prepaid since the invoice is $0. Reaffirmed on #32332 (Cascades, prepaid 27h): total 1.5 emergency hrs → `26184` @ 2.25 (Howard had split it into made-up onsite/emergency lines).
 
-**Why:** Learned on ticket #32203 (Desert Auto Tech) 2026-04-23. Howard asked to bill "1 hour onsite + 1 hour emergency onsite." I posted both as separate additive line items and the invoice came out at $437.50 when the correct bill for 1 actual hour of emergency work was $262.50. Winter caught it and explained the rule: "the goal is to have it bill at time and a half." The Emergency product = time-and-a-half by rate; prepaid accounts = time-and-a-half by quantity. Swapping products AND multiplying quantity double-counts.
+**Why ×1.5-not-additive:** Learned on #32203 (Desert Auto Tech) 2026-04-23 — billing "1h onsite + 1h emergency" as two additive lines came out $437.50 when 1 actual hour of emergency should bill at time-and-a-half. Emergency IS time-and-a-half; one line.
 
 **How to apply:**
-- Every `/syncro bill` for emergency/after-hours work: check `prepay_hours` BEFORE choosing the product. Do not shortcut this.
-- For a 2-hour emergency job:
-  - Non-prepaid customer → one line, 2.0 hrs × `26184` → $525.00
-  - Prepaid customer → one line, 3.0 hrs × `26118` → 3 hours debit from block
-- Always set `price_retail` explicitly on `add_line_item`. The old "omit and let Syncro auto-calc" guidance was wrong — the rate does not populate from the product config, and the invoice will post at $0 if `price_retail` is missing. Fetch the current rate with `GET /products/<id>`.
-- Never let a customer-facing invoice post without verifying `.invoice.total` matches the expected `qty × price_retail`.
-- Full rules and examples live in `.claude/commands/syncro.md` under the "Labor product IDs" section.
+- Every emergency/after-hours bill: check `prepay_hours` BEFORE choosing the quantity. One emergency line on `26184`.
+- Always set `price_retail` explicitly (fetch live via `GET /products/26184`); the rate doesn't auto-populate and the line posts $0 if omitted.
+- Use the product's REAL name on the line (work detail goes in the description) — see [[feedback-syncro-no-madeup-labor-items]].
+- Verify after invoicing: `.invoice.total` (non-prepaid) or the prepay-block decrement (prepaid).
+- Full rules: `.claude/commands/syncro.md`.