STANDARD OPERATING PROCEDURE

SOP 012 | Version 1.1 | September 2026

Applies To: Sharon (Admin) | Carlos | Taz

SOP 012 — Pool Brain Alerts Handling

Office Workflow | Sharon | Daily | Monday–Friday

PURPOSE: Pool Brain alerts are how the office stays ahead of problems. Reviewed consistently and triaged correctly, they prevent green pools, equipment failures, unhappy customers, and lost accounts.

RESPONSIBILITIES

ROLE	RESPONSIBILITIES
Sharon	Reviews all Pool Brain alerts daily. Categorizes urgency, assigns next steps, contacts customers when needed, schedules recovery visits and repairs, escalates to Taz or Carlos based on alert type. Primary owner of the alert queue.
Carlos	Reviews repair-related alerts when assigned by Sharon. Advises on repair urgency and scheduling. Executes repairs and inspections when scheduled.
Taz	Handles escalations involving: major customer issues, repeated service failures, pricing disputes, repeated tech performance problems, and equipment shutdown situations.

ALERT REVIEW SCHEDULE — NON-NEGOTIABLE

WHEN	REQUIREMENT
By 10:00 AM daily	Morning review — all overnight and early alerts triaged and action assigned
By 2:30 PM daily	End-of-day cleanup — all open alerts reviewed, any unresolved items noted
Friday — before close	All Friday alerts triaged before end of business. For urgent safety or equipment issues: handle same day or ensure tech has shut down equipment if necessary for safety.

URGENCY LEVELS

LEVEL	TIMEFRAME	TRIGGERS
LEVEL 1 — URGENT	Same day	Equipment damage risk, pool turning green, safety risk, customer panic
LEVEL 2 — PRIORITY	Within 48 hours	Water instability, customer dissatisfaction risk, repeat alerts
LEVEL 3 — ROUTINE	Next scheduled visit	Issues correctable at normal service, no immediate risk

OFFICE WORKFLOW — STEP BY STEP

1	Open the Alert Review: alert type, most recent service report, before/after photos, equipment pad and pressure gauge photos, chemical readings, chemical costs, and tech notes.
2	Determine Category Categorize as: Water Chemistry / Equipment & System / Service Quality & Time / Access, Weather, or Exception / Customer Communication / Repair Pipeline.
3	Assign Urgency Level Use the urgency level definitions above. When in doubt, assign the higher urgency level.
4	Take Action Log and monitor, create a follow-up task, contact the customer, schedule a recovery visit, schedule an inspection or repair, or escalate to Taz or Carlos.
5	Log Outcome Record internally: action taken, who it was assigned to, and expected resolution timing.

ALERT ACTION RULES — BY CATEGORY

HOW TO READ: Each alert type below shows the urgency level, office action required, and whether escalation or customer contact is needed. ↗ = Escalate ✉ = Customer contact ⚠ = Coaching flag

A — PRESSURE (PSI) ALERTS

PSI HIGH (> 35 PSI)

LEVEL 1 — URGENT

Same day

OFFICE ACTION

Review last 2 visits: pressure photos, backwash notes, filter notes
Sand/DE → schedule backwash within 48 hours
Cartridge → schedule filter clean
PSI ≥ 40 → escalate to Carlos immediately

ESCALATE / CONTACT

↗ Carlos if PSI ≥ 40

PSI AT ZERO (0 PSI)

LEVEL 1 — URGENT

Same day

OFFICE ACTION

Possible: pump off, no flow, or broken gauge
Review photos, speak with regular tech
If unclear → schedule inspection within 24–48 hours
If system appears down → escalate to Carlos

ESCALATE / CONTACT

↗ Carlos if system down

✉ Yes — if pump may be off

PSI TRENDING DOWN (40%+ over 6 visits)

LEVEL 2 — PRIORITY

Within 48 hours

OFFICE ACTION

Possible: suction restriction, clogged impeller, pump issue, baskets, filter
Have regular tech check impeller at next visit
If trend continues 2 more visits → schedule inspection within 7 days

ESCALATE / CONTACT

↗ Carlos if weak suction reported

B — pH ALERTS

pH HIGH (> 8.0)

LEVEL 2 — PRIORITY

Within 48 hours

OFFICE ACTION

pH naturally rises to its ceiling between visits — 8.0–8.5 on arrival after a week is expected and normal per SOP 025
Flag only when: tech took no action at last visit despite high pH, OR pH is consistently above ceiling after acid addition, OR tech notes show no pH management
If tech took correct action per SOP 025 and pH is within expected ceiling range — monitor only
Repeated untreated high pH → coaching flag + consider balancing visit

ESCALATE / CONTACT

⚠ Coaching flag

pH LOW (< 7.2)

LEVEL 1 — URGENT

Same day

OFFICE ACTION

Low pH on arrival is a concern — pH should be rising between visits, not falling
Review: acid additions at last visit, alkalinity, LSI
pH < 7.0 → schedule correction visit within 24–48 hours
pH arriving at 7.4 or below for two consecutive visits → LSI trigger per SOP 025
Repeated low pH → coaching flag — likely over-acidification

ESCALATE / CONTACT

✉ Only if pH < 7.0 and correction visit needed

⚠ Coaching flag

C — CHLORINE ALERTS (NON-SALT)

CHLORINE LOW (< 2 ppm)

LEVEL 1 — URGENT

Same day

OFFICE ACTION

Review: chlorine added, pool condition notes, debris load
Clear pool left low → coaching flag
Repeated 2+ visits → schedule correction visit + escalate to Taz

ESCALATE / CONTACT

↗ Taz if repeated

⚠ Coaching flag

D — SALT POOL ALERTS

LOW CHLORINE — SALT POOL

LEVEL 1 — URGENT

Same day

OFFICE ACTION

Review: chlorine reading, salt level, controller checklist, output change item
Rule: chlorine < 3 ppm → output must have been turned UP and marked Increased
If not adjusted or not recorded → coaching flag
Repeated → escalate to Taz

ESCALATE / CONTACT

↗ Taz if repeated

⚠ Coaching flag

CHLORINE HIGH — SALT POOL (> 5 ppm)

LEVEL 2 — PRIORITY

Within 48 hours

OFFICE ACTION

Check: salt output %, unnecessary liquid chlorine additions
Repeated → coaching flag

ESCALATE / CONTACT

⚠ Coaching flag

CHLORINE ≥ 7.5 ppm FOR 2+ CONSECUTIVE VISITS

LEVEL 2 — PRIORITY

Within 48 hours

OFFICE ACTION

Verify output was turned DOWN and marked Decreased
If not recorded or adjusted → coaching flag
Repeated → escalate to Taz

ESCALATE / CONTACT

↗ Taz if repeated

⚠ Coaching flag

SALT SYSTEM ERRORS (No Flow / Check Cell / Error Lights)

LEVEL 1 — URGENT

Same day

OFFICE ACTION

Confirm repair note and controller photos are in Pool Brain
Verify SOP 010 repair handoff was completed
Escalate to Carlos if unresolved

ESCALATE / CONTACT

↗ Carlos if unresolved

E — SALT LEVEL ALERTS

SALT LOW (< 3000 ppm)

LEVEL 2 — PRIORITY

Within 48 hours

OFFICE ACTION

< 2800 ppm → schedule salt addition
Dropping rapidly → possible dilution or leak, escalate to Carlos

ESCALATE / CONTACT

↗ Carlos if dropping rapidly

✉ Only if service visit required

SALT TRENDING DOWN

LEVEL 3 — ROUTINE

Next visit

OFFICE ACTION

Recheck at next visit
If trend continues → schedule top-off, check autofill and overflow

ESCALATE / CONTACT

Monitor only

F — CYA ALERTS

CYA LOW (< 15 ppm)

LEVEL 2 — PRIORITY

Within 48 hours

OFFICE ACTION

Review chlorine demand history
Prepare stabilizer recommendation
Schedule addition at next visit or recovery job

ESCALATE / CONTACT

✉ Only if recovery visit needed

G — COST ALERTS

CHEMICAL COST HIGH (> $25)

LEVEL 2 — PRIORITY

Within 48 hours

OFFICE ACTION

Review chemical additions and confirm explanation in tech notes
Follow up with tech if additions are unclear or unexplained
Repeated without explanation → escalate to Taz

ESCALATE / CONTACT

↗ Taz if repeated

H — TIME ALERTS

NOT ENOUGH TIME ON-SITE (2+ visits)

LEVEL 2 — PRIORITY

Within 48 hours

OFFICE ACTION

Review photos and Pool Brain notes for quality evidence
Flag for scorecard audit
Adjust route if consistently overloaded
Repeated → escalate to Taz

ESCALATE / CONTACT

↗ Taz if repeated

⚠ Coaching flag

TOO MUCH TIME ON-SITE

LEVEL 3 — ROUTINE

Next visit

OFFICE ACTION

Check notes for explanation (heavy debris, vacuum, repair issue)
Repeated without explanation → coaching

ESCALATE / CONTACT

⚠ Coaching flag

I — WATER LEVEL + ALGAE + CLOUDY WATER

WATER LEVEL LOW

LEVEL 2 — PRIORITY

Within 48 hours

OFFICE ACTION

Extremely low → customer contact same day
Recurring → escalate to Carlos (possible autofill issue or leak)

ESCALATE / CONTACT

↗ Carlos if recurring

✉ Yes if extremely low

ALGAE PRESENT

LEVEL 1 — URGENT

Same day

OFFICE ACTION

Confirm tech: brushed thoroughly, raised chlorine min +10 ppm (or +20 ppm if repeat), documented clearly in Pool Brain
Significant or worsening → schedule recovery visit within 48 hours
Repeated algae on same pool → escalate to Taz. Green or cloudy 2 times in 4 weeks → move the pool to Max: check "Move to Max" in the 6 AM email (SOP 048)

ESCALATE / CONTACT

↗ Taz if repeated

✉ Only if a recovery visit is being scheduled

CLOUDY WATER

LEVEL 2 — PRIORITY

Within 48 hours

OFFICE ACTION

Review: chlorine reading, LSI status, filter pressure, tech notes from the visit
Confirm tech used the Cloudy Water alert and documented condition clearly
Level 1 (slight haze): confirm chlorine and LSI were checked — monitor next visit
Level 2 (noticeable cloudiness): confirm chlorine was raised and filter was checked — follow up next visit
Level 3 (milky / cannot see drain): schedule recovery visit, notify customer if visit is needed
If cloudiness persists 2+ visits without resolution → schedule inspection

ESCALATE / CONTACT

↗ Carlos if flow or filtration issue suspected

✉ Only if Level 3 and recovery visit needed

J — SYSTEM STATUS

SYSTEM DOWN

LEVEL 1 — URGENT

Same day

OFFICE ACTION

Review immediately — do not wait for next review window
Schedule inspection as soon as possible
Escalate to Carlos and contact customer same day

ESCALATE / CONTACT

↗ Carlos — immediately

✉ Yes — same day

NO POWER

LEVEL 1 — URGENT

Same day

OFFICE ACTION

Determine cause: tripped breaker, timer failure, or power outage
Schedule inspection if cause is unclear or equipment-related

ESCALATE / CONTACT

↗ Carlos if equipment related

✉ Yes if system is down

K — ACCESS + EXCEPTIONS

NO ACCESS

LEVEL 2 — PRIORITY

Within 48 hours

OFFICE ACTION

Reschedule within 48 hours if tech-related
Log for route planning

ESCALATE / CONTACT

✉ Yes — required

WEATHER

LEVEL 2 — PRIORITY

Within 48 hours

OFFICE ACTION

Confirm tech followed SOP 011 (Adverse Weather Policy)
Verify Pool Brain documentation is correct and complete
Send customer message if service was modified or postponed

ESCALATE / CONTACT

✉ Yes if service was postponed

L — REPAIRS + CUSTOMER COMMUNICATION

REPAIR NEEDED

LEVEL 1 — URGENT

Same day if Urgent

OFFICE ACTION

Verify SOP 010 compliance: clear note, photos, urgency written in note
Assign to Carlos or schedule repair as appropriate
Urgent repairs → customer contact same day

ESCALATE / CONTACT

↗ Carlos — assign repair

✉ Yes if Urgent

CUSTOMER NEEDS TO BE CONTACTED

LEVEL 1 — URGENT

Same day

OFFICE ACTION

Contact customer same day without exception
Log the outcome of the communication

ESCALATE / CONTACT

✉ Yes — same day

CUSTOMER COMMUNICATION RULES

✉ CONTACT CUSTOMER WHEN

✘ DO NOT CONTACT FOR

System is down

Algae is present AND a recovery visit is being scheduled

Access issue prevented service

Water level is dangerously low

Repair approval is needed

Service was rescheduled due to weather

Cloudy water at Level 3 AND a recovery visit is being scheduled

Routine chemistry adjustments — unless customer action is required, it is a recurring issue, or there is an algae risk

Cloudy water at Level 1 or 2 — unless it persists multiple visits without resolution

ESCALATION RULES

ESCALATE TO	WHEN
Carlos	System down / No power / PSI at 0 / Heater error / Major leaks / Salt system failure / Recurring autofill or water level issues / Persistent cloudy water with suspected flow or filtration issue
Taz	Customer threatening cancellation / Repeated quality failures / Repeated time alerts / Repeated chemical cost alerts / Repeated salt checklist failures / Repeated documentation failures

QUALITY CONTROL + SUCCESS METRICS

Weekly (Sharon — Every Friday):

Count of green pool or algae incidents this week
Count of persistent cloudy water accounts
Any tech repeatedly triggering the same alert types — flag for coaching

Monthly Tracking:

Number of green pool incidents
Number of customer cancellations
Number of repeat alerts on the same pool or from the same tech

RELATED SOPs

SOP	TOPIC
SOP 002	Pool Brain Documentation Standard
SOP 009	Equipment Pad Inspection
SOP 010	Repair Handoff SOP (Tech → Sharon)
SOP 011	Adverse Weather Policy
SOP 012A	Daily Pool Brain Alerts Checklist (Office)
SOP 021	Green Pool Response SOP
SOP 022	Cloudy Water Response SOP
SOP 023	Salt Pool Basic Standards

Complete Pool and Yard Care | SOP 012 | v1.1 | September 2026

Owner: Taz Greiner | Applies To: Sharon, Carlos, Taz

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