Technician Corrective Action Plan

By logging in to or signing up with CLOUDWORK|PRO you agree to the following Technician Corrective Action Plan:

1st Incident – Warning

2nd Incident – 30-day Suspension

3rd Incident – Deactivation

 

The following events are examples of cause for corrective action

  • No call, no show – Failure to show up at an assigned job without notifying the client, absent emergency circumstances
  • Short notice of cancellations without emergency circumstances
  • Arriving late with no communication with the client
  • Double booking / Overbooking
  • Abandoning a job before completion
  • Swapping technician without client’s approval
  • Falsifying information
  • Non-compliance with state/federal laws (i.e. OSHA)
  • Not returning / careless packaging of parts
  • Failure or refusal to properly complete a work order’s scope of work
  • Demanding additional pay from the client after accepting a work order unless there is an agreed-upon scope of work change
  • Knowingly applying for jobs outside of skillset
  • Use of foul/offensive language

Suspension does not affect jobs a technician is already assigned to. Technicians are expected to continue to meet commitments and complete all currently assigned work orders.

 

Corrective Action Plan Process

Warning

  • Documented verbal conversation between Customer Success and the technician about the incident
  • A letter will be sent to the technician about the warning including the reason and the date and time the discussion was had with Customer Success.
  • The letter will be sent to both the technician and the tech company owner if applicable.

30-day Suspension

  • Documented verbal conversation between Customer Success and the technician about the incident
  • A letter will be sent to the technician about the 2nd incident and 30-day suspension from the platform including the reason and the date and time the discussion was had with Customer Success.
  • The letter will be sent to both the technician and the tech company owner if applicable.
  • CLOUDWORK|PRO employee triggers 30-day suspension on technician’s account
  • During this time the technician is unable to apply for jobs on the marketplace or is unable to be routed jobs.
  • The technician is still able to and expected to complete jobs that are currently assigned to the technician.

Deactivation

  • Documented verbal conversation between Customer Success and the technician about the incident
  • A letter will be sent to the technician about the 3rd and final incident including the reason and the date and time the discussion was had with Customer Success.  The letter will also include a message to the technician that they are now deactivated.
  • The letter will be sent to both the technician and the tech company owner if applicable.
  • CLOUDWORK|PRO employee disables technician’s account
  • The technician will no longer be able to access the platform
  • The technician will not be able to complete any work currently assigned to them.
  • Customer Support will contact all clients that have work scheduled with the tech to inform them of the situation and ask them to unassign and find another tech.  Customer Success will assist the client if necessary.

Immediate Deactivation

The following events are examples of cause for immediate deactivation from the CLOUDWORK|PRO platform

  • Attempting to circumvent the CLOUDWORK|PRO platform to work with a client
  • Sexual harassment
  • Physical assault
  • Verbal threats of violence
  • Unlawful discrimination on the basis of race, creed, color, religion, gender, sexual orientation, national origin, disability, age, or any other protected status
  • Being under the influence of, using, or possessing alcohol or non-prescription drugs while on site
  • Committing an illegal act while on site