claudetools/.claude/commands/syncro-emergency-billing.md

Syncro Emergency / After-Hours Billing

Rules for applying emergency or after-hours labor premiums in Syncro tickets.

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Definitions

Term	Meaning
Normal hours	9:00 AM – 5:00 PM, Monday–Friday
After-hours	Before 9 AM or after 5 PM on weekdays, or any time on weekends/holidays
Emergency	Customer explicitly requested emergency or same-day rates
Same-day	Work done same day it was requested, during normal hours — only billable as emergency if customer requests it

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When to Apply the Premium

Claude-created tickets: Apply emergency premium only if explicitly requested by the customer or instructed by Mike/Howard.

Suggest it (do not apply automatically) when:

• Work is performed after-hours or on a weekend
• Ticket notes indicate the customer called in urgently outside normal hours

Do not apply for same-day work unless the customer asks for the emergency rate.

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Ticket Subject Prefix

Condition	Prefix
Customer explicitly requested emergency rates	Emergency -
Work performed outside normal hours (not customer-requested)	Afterhours -
Normal hours, no emergency request	No prefix

Examples:

• Emergency - Servers down, HP ProLiant host powered off
• Afterhours - Printer not connecting after office hours

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Billing Method — Two Scenarios

Step 1: Determine if Customer is a Block Customer

Check customer notes in Syncro for "block hours," "prepay hours," or "prepaid." Block customers have invoices with $0.00 totals and line item descriptions containing "Prepay Hours."

Known block customers as of 2026-05-25: Valley Wide Plastering (VWP), Dataforth Corporation, Cascades Retirement Properties. Always verify — blocks can be exhausted or moved to QB tracking.

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Scenario A — Block / Prepaid Hours Customer

Use two line items, both using the same standard labor product as the non-emergency work:

Line	Product	Qty	Description
1	Standard labor product (see table below)	Actual hours worked	Description of work performed
2	Same standard labor product	0.5 × line 1 qty	Emergency/Same day rate

Example: 1 hour of emergency remote business on a block account:

• Line 1: Labor - Remote Business (1190473) — 1.0 hr — "Emergency remote - Servers down, powered on via iLO"
• Line 2: Labor - Remote Business (1190473) — 0.5 hr — "Emergency/Same day rate"

Reference: Invoice 67594 (VWP, 2026-05-12), Ticket #32269.

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Scenario B — Non-Block / Direct Billing Customer

Use a single emergency labor product for the full hours worked:

Customer type	Product	Product ID	Rate
Business	Labor - Emergency or After Hours Business	26184	$262.50/hr

Residential rates are legacy — ACG no longer bills residential. Do not use product 42584.

Example: 4 hours of emergency business work, direct billing:

• Line 1: Labor - Emergency or After Hours Business (26184) — 4.0 hr

Reference: Ticket #32188 (VWP, direct billing, 2026-04-22).

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Standard Labor Products (Reference)

Emergency business rate is $262.50/hr (product 26184) — used for all emergency/afterhours business work regardless of remote vs onsite. Residential rates are legacy and not in use.

Always fetch price_retail from GET /api/v1/products/{id} before billing non-block customers. Never use a hardcoded rate.

Service type	Product	Product ID	Live Rate	Notes
Remote Business	Labor - Remote Business	1190473	$150.00/hr	Non-block cash billing
Onsite Business	Labor - Onsite Business	26118	$175.00/hr
In-Shop Business	Labor - In Shop Business	573881	$150.00/hr
Block/Prepaid (any type)	Labor - Remote Business	1190473	$0.00	Price = $0; draws from block in hours
Emergency/Afterhours Business	Labor - Emergency or After Hours Business	26184	$262.50/hr	All business emergency — remote and onsite

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Adding Line Items to an Existing Ticket (API)

Confirmed working endpoint (tested 2026-05-25, ticket #32320 and test #32321):

POST https://computerguru.syncromsp.com/api/v1/tickets/{ticket_id}/add_line_item
Authorization: <api_key from vault: msp-tools/syncro.sops.yaml → credentials.credential>
Content-Type: application/json

Required body fields — both name and description are required; either missing returns 422:

{
  "product_id": 1190473,
  "name": "Labor - Remote Business",
  "description": "Work performed description",
  "quantity": 2.0,
  "price": 0.0,
  "taxable": false
}

• price: use 0.0 for block customers; for non-block, fetch live rate first: GET /api/v1/products/{product_id} → .product.price_retail
• taxable: always false for labor (Arizona labor is never taxable)
• Success response: HTTP 200 with the new line item's id

Pre-billing check — before adding line items, verify the ticket has no existing labor to avoid duplicates:

GET https://computerguru.syncromsp.com/api/v1/tickets/{ticket_id}

Check .ticket.line_items[] in the response.

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Straddle (Mixed Normal + Emergency Hours)

If work begins during normal hours and continues into after-hours (or vice versa):

• Ask: "Does the after-hours portion warrant splitting the labor?" (brief overlap usually doesn't)
• If splitting: bill normal hours on standard product, after-hours/emergency portion on the appropriate emergency product or as a second prepay line

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Products NOT to Use

Product	ID	Why not
LLF - Remote Labor (Emergency/Afterhours)	145022	Legacy contract product, no longer applicable
Fee - On-Site Business Emergenc	45871	Not in current use — do not add without explicit instruction
Fee - On-Site Residential Emerg	45870	Not in current use — do not add without explicit instruction
Labor - Emergency or After Hours Residential	42584	Residential rates are legacy — ACG no longer uses residential billing
Labor - Remote Residential	1190471	Residential rates are legacy — ACG no longer uses residential billing

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Quick Decision Tree

Was emergency rate explicitly requested by customer?
  YES → Apply premium (see billing method below)
  NO  → Is work happening after-hours or on a weekend?
          YES → Suggest emergency rate to Mike/Howard; do not apply automatically
          NO  → Bill at standard rates, no prefix

Is customer a block/prepaid customer?
  YES → Two line items: actual hrs (standard product) + 0.5x hrs (same product, "Emergency/Same day rate")
  NO  → One line item: emergency product 26184 (business) for full hours