Ticket triage standard operating procedure
6m readSeverity matrix, routing rules, SLA clock starts, escalation paths. Covers 94% of inbound tickets.
Owner: Mike GoriusUpdated 4d ago
The runbook
Operations Library
How Sean and Mike run Legacy IT on autopilot. SOPs, vendor directory, access inventory, templates, internal hiring playbooks — the living operating system.
📘
SOP
3
🏢
Vendor
1
🔐
Access
1
🚀
Onboarding
1
✍️
Template
2
👋
New Hire
2
📘SOP3 documents
Ransomware containment runbook
9m readIsolate, capture, investigate, communicate. SentinelOne playbook + client notification templates.
Owner: Priya PatelUpdated 11d ago
Office 365 migration playbook
12m readPilot, cutover, cleanup. Timeline + cutover-night checklist. Used on Sunshine State Roofing 4/24.
Owner: Marcus ReyesUpdated 19d ago
🏢Vendor1 document
Vendor directory & escalation contacts
4m readTier-1 vendors: Microsoft, HP, Cisco Meraki, Acronis, SentinelOne, Datto. Contract terms + rep contacts.
Owner: Travis DickensUpdated 7d ago
🔐Access1 document
Client access control inventory
8m readEvery client: who has domain admin, who holds MFA seed, disaster recovery contact. Audit-ready.
Owner: Priya PatelUpdated 2d ago
🚀Onboarding1 document
New client onboarding — 14-day template
7m readDiscovery, documentation, stack install, MFA rollout, introduction email. Delivered fourteen times.
Owner: Mike GoriusUpdated 14d ago
✍️Template2 documents
Managed services proposal template
5m readPer-seat and per-location pricing tiers, scope boilerplate, legal language reviewed by counsel.
Owner: Sean BroughtonUpdated 6d ago
Referrer thank-you template — handwritten style
2m readSix variations. Tone calibrated to relationship depth. Handwriting font export for print.
Owner: Referral AgentUpdated 3d ago
👋New Hire2 documents
New hire — field technician onboarding
10m readDay 1 through Day 30 checklist. Laptop provisioning, truck stock, credentials, shadowing rotation.
Owner: Melena DickensUpdated 25d ago
New hire — help desk lead onboarding
8m readFirst-week triage shadowing, ticket-system certification, client tone playbook.
Owner: James HollowayUpdated 31d ago
🎯
The goal: Travis walks away for 90 days and nothing breaks.
Every workflow in Legacy IT captured here — the same runbook Sean and Mike work from every day. When Legacy IT hires its next technician or help desk lead, they ramp from this library instead of shadowing anyone for six months.