# Fixify Operations Manual

## Launch Version 1.0
Single-City Model – Abu Dhabi
Online-Only Payment Model
Instant & Scheduled Services

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# Document Control

## Document Information

- Document Title: Fixify Operations Manual
- Document Code: FX-OPS-001
- Version: 1.2
- Effective Date: [01-03-2026]
- Prepared By: Fixify Management
- Approved By: [CEO / Founder]
- Next Review Date: [6 Months from Launch]

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## Document Purpose

This master document defines the governance structure of Fixify operations.

It establishes:

- Operational model
- SLA framework
- Departmental ownership structure
- Governance principles

Execution details are defined in departmental documents located in the /docs directory.

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## Confidentiality Notice

This document contains proprietary operational, financial, and governance information of Fixify.

It is confidential and intended solely for internal use and authorized partners.

Disclosure to external parties without written approval is strictly prohibited.

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# 1. Executive Overview

Fixify operates under a controlled B2B2C managed service model.

Fixify assigns service requests to approved partner companies.
Technicians are employees of partner companies.
Fixify maintains centralized governance over SLA, payment control, quality, and risk.

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# 2. Operating Model

Fixify → Partner Company → Technician → Customer

Fixify controls:

- Assignment
- SLA enforcement
- Payment collection
- Settlement governance
- Partner performance oversight

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# 3. SLA Framework

## 3.1 SLA Definition

Service Level Agreement (SLA) represents measurable time-bound commitments enforced by Fixify.

SLA is centrally defined in this section and must not be redefined in departmental files.

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## 3.2 SLA Categories

Response SLA
- Instant ≤ 10 minutes
- Scheduled ≤ 30 minutes

Company Confirmation SLA
- Instant ≤ 5 minutes
- Scheduled ≤ 1 hour

Arrival SLA
- Instant 2–4 hours
- Scheduled ±30 minutes

Quotation SLA
- Instant ≤ 2 hours
- Scheduled same visit

Approval SLA
- ≤ 12 hours

Completion SLA
- Defined per service category

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## 3.3 SLA Compliance Target

Minimum acceptable SLA compliance: ≥ 90%

Executive review required if compliance drops below 85%.

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# 4. Departmental Structure

Operational governance is divided into the following controlled departments:

- [Daily Operations Management](https://hackmd.io/@fixify/BJQqmD4F-e)
- [Order & Issue Management](https://hackmd.io/@fixify/SJ7mrvNY-x)
- [Quality Management](https://hackmd.io/@fixify/S1LvHwVFZe)
- [Partner Management](https://hackmd.io/@fixify/rk88LPEt-x)
- [Financial Management](https://hackmd.io/@fixify/S1jO8wEtZl)
- [Monitoring & Analytics](https://hackmd.io/@fixify/rkx3LDNt-e)
- [Risk & Escalation Management](https://hackmd.io/@fixify/H1W1wDNYWx)

Each department operates under defined ownership, KPI accountability, SLA touchpoints, and escalation structure.

Execution details are defined within each respective departmental playbook.