SOP Library — Initial Operational Set

First populated SOP set under the approved framework. Procedures are authoritative for controlled launch operations. Future revisions go through the SOP authoring tools.

CRM

CRM Operations

Owner: Executive Operations

Govern day-to-day CRM hygiene across pipelines, accounts, and activities.

Procedure

  1. Verify pipeline stage definitions match the canonical schema weekly.
  2. Audit account/contact merge candidates flagged by the dedupe queue.
  3. Reconcile activity timestamps against Voice™ and Email logs.
  4. Escalate stalled opportunities >14 days to the responsible AE.

Controls

  • Audit log entry on every stage change
  • RLS scoped by tenant_id
  • Role: staff or admin

Lead Management

Owner: Sales Operations

Standardize lead intake, qualification, routing, and SLA enforcement.

Procedure

  1. Capture lead via form, import, or API into the leads table.
  2. Auto-enrich with industry, size, and intent signals.
  3. Route to assigned owner within 15-minute SLA.
  4. Disposition within 48 hours: qualify, nurture, or disqualify.

Controls

  • Audit trail per disposition
  • Notification on SLA breach
  • Founder Dashboard visibility

Launch

Early Access Management

Owner: Launch Operations

Operate the Early Access waitlist program from signup through activation.

Procedure

  1. Validate signup payload and write to waitlist_signups.
  2. Trigger thank-you sequence and add to CRM as lead source = early_access.
  3. Segment by industry, interest, and member type.
  4. Promote eligible cohorts to Beta on weekly cadence.

Controls

  • Audit log on cohort promotion
  • Email queue verification
  • Dashboard KPI roll-up

Beta Applicant Management

Owner: Launch Operations

Review, approve, and onboard Beta applicants.

Procedure

  1. Receive application via /beta-program; persist to beta_applications.
  2. Score applicant fit (industry, size, intent, urgency).
  3. Approve, waitlist, or decline within 5 business days.
  4. Provision sandbox tenant for approved applicants and notify.

Controls

  • Decision audit trail
  • Founder Dashboard surfacing
  • Automation triggers welcome sequence

Founder Applicant Management

Owner: Founder Office

Govern Founding Member application review and confirmation.

Procedure

  1. Capture interest via /founders; persist to founder_applications.
  2. Founder Office reviews within 72 hours.
  3. Issue confirmation, schedule onboarding call, and activate Founder badge.
  4. Record in Founder Vault™ governance log.

Controls

  • Founder Vault™ ledger entry
  • Role assignment via user_roles
  • Audit log per decision

Partner Applicant Management

Owner: Partner Operations

Manage incoming partner/reseller applications end-to-end.

Procedure

  1. Capture application; persist to partner_applications.
  2. Verify legal entity, jurisdiction, and channel fit.
  3. Issue partner agreement via Sign™ when approved.
  4. Provision partner workspace and grant reseller role.

Controls

  • Contract retention
  • Reseller role gating
  • Audit log on agreement execution

Academy

Academy Management

Owner: Learning Operations

Operate course catalog, certifications, and practice labs.

Procedure

  1. Publish lessons, SOPs, and KB articles via admin authoring tools.
  2. Review submitted practice lab work within 5 business days.
  3. Issue certifications and persist verifiable credentials.
  4. Retire stale content based on review_due_date triggers.

Controls

  • Versioned content
  • Audience tag enforcement via RLS
  • Certificate verification route

Operations

User Administration

Owner: Office Administration

Manage user lifecycle: invite, role, suspend, offboard.

Procedure

  1. Invite via authenticated admin console; never share credentials.
  2. Assign role via user_roles table only — never on profile rows.
  3. Periodic access review every 90 days.
  4. Offboarding revokes sessions and rotates dependent secrets.

Controls

  • has_role() gated mutations
  • Audit log on role change
  • MFA enforcement on admin tier

Security

Security & Access Control

Owner: Security Office

Enforce least-privilege, MFA, and incident response across the platform.

Procedure

  1. Enforce RLS on every tenant table; verify in linter weekly.
  2. Require MFA for admin, super_admin, division_admin roles.
  3. Rotate service-role and webhook secrets quarterly.
  4. Run incident playbook on any P1: contain, eradicate, recover, review.

Controls

  • Linter signal monitoring
  • Webhook signature verification
  • Service-role only on server

Executive Operations

Executive Dashboard Operations

Owner: Executive Operations

Keep the Executive Launch Center authoritative and current.

Procedure

  1. Verify pillar status (DNS, email, waitlist, beta, founder, partner, leads, academy, platform) daily.
  2. Escalate any RED pillar to the Founder within 1 hour.
  3. Confirm KPI feeds refresh nightly and reconcile against source tables.
  4. Publish weekly readiness brief to the Founder Vault™.

Controls

  • Founder Vault™ briefing record
  • Role-gated to executive/founder
  • Audit on status overrides