134 lines
5.0 KiB
Markdown
134 lines
5.0 KiB
Markdown
# Syncro Emergency / After-Hours Billing
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Rules for applying emergency or after-hours labor premiums in Syncro tickets.
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---
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## Definitions
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| Term | Meaning |
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|---|---|
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| **Normal hours** | 9:00 AM – 5:00 PM, Monday–Friday |
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| **After-hours** | Before 9 AM or after 5 PM on weekdays, or any time on weekends/holidays |
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| **Emergency** | Customer explicitly requested emergency or same-day rates |
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| **Same-day** | Work done same day it was requested, during normal hours — only billable as emergency if customer requests it |
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---
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## When to Apply the Premium
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**Claude-created tickets:** Apply emergency premium **only if explicitly requested** by the customer or instructed by Mike/Howard.
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**Suggest it** (do not apply automatically) when:
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- Work is performed after-hours or on a weekend
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- Ticket notes indicate the customer called in urgently outside normal hours
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Do not apply for same-day work unless the customer asks for the emergency rate.
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---
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## Ticket Subject Prefix
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| Condition | Prefix |
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|---|---|
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| Customer explicitly requested emergency rates | `Emergency -` |
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| Work performed outside normal hours (not customer-requested) | `Afterhours -` |
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| Normal hours, no emergency request | No prefix |
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Examples:
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- `Emergency - Servers down, HP ProLiant host powered off`
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- `Afterhours - Printer not connecting after office hours`
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---
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## Billing Method — Two Scenarios
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### Step 1: Determine if Customer is a Block Customer
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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."
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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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---
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### Scenario A — Block / Prepaid Hours Customer
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Use **two line items**, both using the same standard labor product as the non-emergency work:
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| Line | Product | Qty | Description |
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|---|---|---|---|
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| 1 | Standard labor product (see table below) | Actual hours worked | Description of work performed |
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| 2 | Same standard labor product | 0.5 × line 1 qty | `Emergency/Same day rate` |
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**Example:** 1 hour of emergency remote business on a block account:
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- Line 1: `Labor - Remote Business` (1190473) — 1.0 hr — "Emergency remote - Servers down, powered on via iLO"
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- Line 2: `Labor - Remote Business` (1190473) — 0.5 hr — "Emergency/Same day rate"
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Reference: Invoice 67594 (VWP, 2026-05-12), Ticket #32269.
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---
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### Scenario B — Non-Block / Direct Billing Customer
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Use a **single emergency labor product** for the full hours worked:
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| Customer type | Product | Product ID | Rate |
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|---|---|---|---|
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| Business | Labor - Emergency or After Hours Business | 26184 | $262.50/hr |
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| Residential | Labor - Emergency or After Hours Residential | 42584 | $202.50/hr |
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**Example:** 4 hours of emergency business work, direct billing:
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- Line 1: `Labor - Emergency or After Hours Business` (26184) — 4.0 hr
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Reference: Ticket #32188 (VWP, direct billing, 2026-04-22).
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---
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## Standard Labor Products (Reference)
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Standard non-block business rate: **$175/hr**. Emergency premium is 50%, so $175 × 1.5 = $262.50 (product 26184).
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| Service type | Product | Product ID | Rate | Notes |
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|---|---|---|---|---|
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| Remote Business | Labor - Remote Business | 1190473 | $175.00/hr | Non-block cash billing |
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| Onsite Business | Labor - Onsite Business | 26118 | $175.00/hr | Same rate as remote |
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| In-Shop Business | Labor - In Shop Business | 573881 | $175.00/hr | |
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| Block/Prepaid (any type) | Labor - Remote Business | 1190473 | $0.00 | Price = $0; draws from block in hours |
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| Remote Residential | Labor - Remote Residential | 1190471 | $100.00/hr | |
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---
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## Straddle (Mixed Normal + Emergency Hours)
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If work begins during normal hours and continues into after-hours (or vice versa):
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- Ask: "Does the after-hours portion warrant splitting the labor?" (brief overlap usually doesn't)
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- 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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---
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## Products NOT to Use
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| Product | ID | Why not |
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|---|---|---|
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| LLF - Remote Labor (Emergency/Afterhours) | 145022 | Legacy contract product, no longer applicable |
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| Fee - On-Site Business Emergenc | 45871 | Not in current use — do not add without explicit instruction |
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| Fee - On-Site Residential Emerg | 45870 | Not in current use — do not add without explicit instruction |
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---
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## Quick Decision Tree
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```
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Was emergency rate explicitly requested by customer?
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YES → Apply premium (see billing method below)
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NO → Is work happening after-hours or on a weekend?
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YES → Suggest emergency rate to Mike/Howard; do not apply automatically
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NO → Bill at standard rates, no prefix
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```
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```
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Is customer a block/prepaid customer?
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YES → Two line items: actual hrs (standard product) + 0.5x hrs (same product, "Emergency/Same day rate")
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NO → One line item: emergency product (26184 business / 42584 residential) for full hours
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```
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