Department: Field Operations

Policy Purpose: To define the process for reporting technical roadblocks, customer disputes, and operational issues using the internal contractor portal. Proper ticketing ensures dispatch and management can quickly intervene, track recurring problems, and protect both the technician and the MobileBattery brand.

1. Accessing the Support Hub

Your primary lifeline in the field for standard issues is the internal ticketing portal.

• The URL: All tickets must be submitted through tech.mobilebattery.com. Bookmark this link on your mobile device's home screen for instant access.

• Logging In: Use your assigned contractor credentials to log in. Do not share these credentials.

2. Level 1: Technical Escalations

Even the best technicians encounter vehicles that cannot be serviced under standard roadside conditions. Submit a "Technical Support" ticket for the following scenarios:

• Severe Corrosion & Damage: If the battery tray is rusted through, the terminal clamps are completely melted, or wires are heavily frayed, do not attempt a makeshift repair.

• Inaccessible Placements: If a battery requires removing major engine components that you are not equipped to handle roadside.

• BMS/Coding Failures: If your OBD2 scanner fails to communicate with the vehicle's computer to register the new battery.

• The Action: Take clear, well-lit photos of the issue, upload them to the ticket at tech.mobilebattery.com, note the vehicle's VIN, and wait for dispatch/technical support to advise.

3. Level 2: Customer Service & Billing Escalations

When a customer interaction turns negative, you must protect yourself and the company by documenting the situation immediately. Submit a "Customer Service" ticket for:

• Warranty Disputes: If a customer demands a free replacement but their battery tests fine, or if their warranty has expired and they refuse to pay.

• Pre-Existing Damage: If you notice a cracked windshield, deep scratches, or a broken hood release before you start working, take a time-stamped photo and submit a ticket immediately to prevent false damage claims.

• Aggressive Behavior: If a customer becomes verbally abusive or refuses payment after the installation.

• The Action: Do not argue with the customer. Step away from the vehicle, submit the ticket, and calmly state: "I understand your frustration. I have escalated this to my management team, and they will be reaching out to you directly to resolve this."

4. How to Write an Effective Ticket

Every ticket must include actionable information:

• The Customer Name & Order Number

• The Vehicle: Year, Make, Model, and Engine size.

• The Exact Issue: A precise description of the roadblock.

• Visual Evidence: Always attach photos.

5. Level 3: The "Red Line" (Emergency Escalation & WhatsApp)

The ticketing portal is strictly for operational support. It is not for immediate physical emergencies or urgent, time-sensitive roadblocks where you are stranded.

For immediate emergencies, you must bypass the portal and use the MobileBattery Emergency Dispatch Line / WhatsApp at 604-445-1204.

• When to call 911 FIRST: In the event of a severe battery explosion/chemical burn, a traffic accident involving your service vehicle, a vehicle fire, or an immediate physical threat. After 911 is notified and you are safe, notify dispatch via the emergency line.

• When to use the WhatsApp Emergency Line (604-445-1204):

  If you are locked out of a customer's vehicle with the keys inside.

  If your service vehicle breaks down en route to a dispatch.

  Accidental Damage to Customer Vehicle: If you accidentally cause damage to a customer's vehicle (e.g., a dropped tool cracking a windshield, scratching a fender), you must notify management immediately via the emergency line so we can manage the customer relationship and document the incident.

• Contractor Liability & Insurance Notice: All MobileBattery contractors and partners are independent operators and are strictly required to maintain their own active commercial liability insurance. If you cause physical damage to a customer's vehicle during a service call, you are fully responsible for the repair costs and must process the claim through your own insurance provider. MobileBattery Head Office does not cover or subsidize damages caused by contractors in the field.