# LAUNCH DAY CRISIS PLAYBOOK
*Created: 2026-03-02 02:05 AEDT | T-minus 1-2 days*

**The gap:** Technical systems ready, but no operational crisis management for first 48 hours.

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## CONTACT HIERARCHY

| Issue Type | Primary | Backup | Escalation |
|------------|---------|---------|------------|
| **Payment failure** | Rivet (+61 238 205 443) | Michael (+61 426 246 472) | Stripe Support |
| **Worker no-show** | Susan (agent) → Michael | Michael direct | Contractor compensation |
| **Site accident** | Michael immediately | Emergency services | Legal/Insurance |
| **App down** | Builder (agent) → Sentinel | Michael | Host provider |
| **Customer complaint** | Support@rateright.com.au | Michael | Legal review |

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## CRISIS SCENARIOS & RESPONSES

### Scenario 1: Worker Doesn't Show (High Probability)
**When:** Saturday 6 AM, contractor calls furious, $15K project delayed

**Response Protocol:**
1. **Immediate:** Apologize, gather details (worker name, job details, contractor contact)
2. **Within 15 min:** Contact worker via all channels (call, SMS, WhatsApp)
3. **Within 30 min:** If no worker response, offer contractor compensation ($100 credit OR refund)
4. **Follow-up:** Replace worker from backup pool, document incident, improve vetting

**Authority:** Susan/Rivet can approve up to $200 compensation. Michael approval for higher amounts.

**Script:** *"I'm terribly sorry. This is unacceptable. I'm calling the worker now and if I can't reach them in the next 30 minutes, I'll refund your $50 and give you a $100 credit for your next hire. We'll also have two backup workers available by Monday morning."*

### Scenario 2: Payment Processing Failure
**When:** Sunday night, Stripe webhook fails, contractor charged but hire not confirmed

**Response Protocol:**
1. **Immediate:** Access admin panel → check payment status in Stripe dashboard
2. **Within 10 min:** Manual hire confirmation if payment successful
3. **If Stripe issue:** Process manual refund, document for Stripe support Monday
4. **Follow-up:** SMS both parties with status update

**Authority:** Rivet can process manual confirmations. Michael approval for refunds >$100.

### Scenario 3: Site Accident/Injury
**When:** Worker injured on contractor's site, liability questions

**Response Protocol:**
1. **NEVER admit liability or fault**
2. **Immediate:** Ensure medical attention provided, gather basic facts only
3. **Within 1 hour:** Notify Michael + insurance provider (once purchased)
4. **Documentation:** Photos, witness contacts, incident details
5. **Follow-up:** Legal review before any communication

**Authority:** Only Michael handles accident communications. All agents escalate immediately.

**Script:** *"I'm sorry to hear about the injury. Our immediate concern is making sure they get proper medical attention. Once that's handled, we'll need to gather some basic information for our records."*

### Scenario 4: App/System Outage
**When:** rivet.rateright.com.au returns 500 errors, contractors can't browse workers

**Response Protocol:**
1. **Within 5 min:** Builder checks logs, deploys fix if simple
2. **Within 15 min:** If not resolved, Sentinel escalates to host provider
3. **Within 30 min:** Status page update, social media notice if widespread
4. **Backup:** Phone-based matching via Michael's direct involvement

**Authority:** Builder/Sentinel can deploy fixes. Michael approves external communications.

### Scenario 5: Quality Complaint
**When:** Contractor reports worker performance issues, demands refund

**Response Protocol:**
1. **Gather specifics:** What went wrong, documentation, previous feedback
2. **Contact worker:** Get their side of the story
3. **Resolution options:** Partial refund, replacement worker, store credit, additional training
4. **Pattern check:** Is this worker's first complaint or recurring issue?

**Authority:** Rivet approves up to $100 resolution. Michael for higher amounts or worker termination.

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## WEEKEND AVAILABILITY

| Person/System | Saturday 6 AM - 10 PM | Sunday 6 AM - 10 PM | After 10 PM |
|---------------|---------------------|-------------------|-------------|
| **Michael** | Available (+61 426 246 472) | Available | Emergency only |
| **Rivet** | Full response | Full response | Automated monitoring |
| **Builder** | Code fixes only | Code fixes only | Emergency patches |
| **Susan** | Customer service | Customer service | Email queue |
| **Support email** | Monitored 2-hour response | Monitored 2-hour response | Next business day |

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## COMPENSATION AUTHORITY

| Issue | Rivet Approval | Michael Approval | Automatic |
|-------|---------------|------------------|-----------|
| Worker no-show | Up to $200 | $200+ | N/A |
| Quality complaint | Up to $100 | $100+ | N/A |
| App outage >2hr | Up to $50 credit | Refund | N/A |
| Payment processing error | N/A | Any refund | Automatic retry |
| Contractor error | N/A | Case-by-case | N/A |

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## COMMUNICATION TEMPLATES

### Worker No-Show SMS
*"Hi [Contractor], this is the RateRight team. We're trying to reach [Worker] about today's job. If we can't confirm they're on the way within 30 minutes, we'll refund your $50 and give you a $100 credit. I'll call you at [time] with an update."*

### Payment Issue Email
*"Hi [Name], we're aware of a payment processing issue affecting some hires today. Your payment of $50 was successfully processed, but you may not have received confirmation. Your hire is confirmed and [Worker] has your contact details. We apologise for any confusion."*

### App Outage Social
*"We're experiencing technical issues with the RateRight platform. Our team is working on a fix. Contractors can call +61 485 011 656 for urgent hiring needs. Updates in 30 minutes."*

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## SUCCESS METRICS (Track Daily)

- **Response time:** Average time to first customer contact
- **Resolution rate:** % of issues resolved without Michael escalation  
- **Customer satisfaction:** Post-resolution feedback scores
- **Repeat issues:** Same worker/contractor multiple complaints
- **System uptime:** App availability during business hours

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## LEARN & IMPROVE

After each incident:
1. **Document what happened** in incident log
2. **Identify root cause** - was it preventable?
3. **Update vetting process** if worker issue
4. **Improve system** if technical issue
5. **Refine playbook** based on new scenario types

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*This playbook assumes professional indemnity insurance is in place. Update compensation authorities once policy details confirmed.*