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Documentation Index

Fetch the complete documentation index at: https://docs.cleanscan.io/llms.txt

Use this file to discover all available pages before exploring further.

A service relationship is the formal connection between your facility and a contractor organization. It defines which zones they’re responsible for, which issue categories route to them, what proof they must provide when they close an issue, and optionally what SLA targets apply. This page explains how to create and manage these relationships.

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What a service relationship controls

When you connect a contractor, you configure:
  • Zone scope — all zones in your facility, or specific zones only
  • Category scope — all issue categories, or specific ones
  • Resolution policy — what the contractor must provide when they close an issue
  • SLA targets — optional response time and resolution time targets
The contractor sees issues only within their configured scope. They cannot see issues in zones outside their assignment, categories outside their scope, or any other facility’s data.
Your contractor never controls your zone configuration, billing, or issue categories. They operate within the scope you define. You retain full facility-level control at all times — including the ability to adjust scope, pause the relationship, or end it entirely.

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Two ways to connect

There are two directions a service relationship can be initiated:
  1. You invite the contractor — you enter their email or organization code from your dashboard
  2. The contractor requests access — they send a request to your facility by code or link, and you approve it
In both cases, you configure the scope and policies after the connection is established. The contractor cannot set their own scope.

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Step-by-step: inviting a contractor

1

Open the Contractors section

From your facility dashboard, click Contractors in the navigation.
2

Add a contractor

Click Add Contractor. Enter the contractor’s email address or their organization code (a short code they can share from their contractor dashboard).
3

Send the invitation

CleanScan sends the contractor an email invitation. The invitation shows your facility name and asks them to accept.
4

Contractor accepts

Once the contractor accepts, the service relationship is created with default scope. You’ll receive a notification when they’ve confirmed.
5

Configure scope and policies

Open the new contractor relationship and configure zone scope, category scope, resolution policy, and any SLA targets. The contractor gains access only within the scope you save here.

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Configuring zone scope

Zone scope determines which areas of your facility the contractor can see and respond to.
  • All zones — the contractor has access to every zone in your facility
  • Specific zones — you select the zones individually; the contractor sees only those
Example: your cleaning contractor covers all zones. Your HVAC contractor covers only your mechanical rooms and server rooms. Setting specific zones for the HVAC contractor prevents them from seeing locker room or common area issues that aren’t their responsibility.

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Configuring category scope

Category scope determines which issue types route to this contractor.
  • All categories — every issue, regardless of type, is visible to and routable to this contractor
  • Specific categories — you choose which of your categories route to them
Example: your janitorial contractor handles “Cleaning Needed” and “Supply Needed”. Your maintenance contractor handles “HVAC Issue” and “Maintenance Request”. Using specific category scope keeps each contractor’s queue focused and prevents miscommunication about who owns what.

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Resolution policy

The resolution policy defines what the contractor must provide when they mark an issue resolved:
PolicyWhat’s required
Tap to resolveNo additional proof needed — the contractor taps Resolve and the issue closes
Photo requiredThe contractor must upload at least one photo of the resolved state before the issue can close
Note requiredThe contractor must write a description of what was done
Photo and noteBoth a photo and a written note are required
Requiring photo proof is recommended for contractors handling cleaning and maintenance issues. It removes ambiguity and gives you a visual record in your proof gallery.

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SLA targets

SLA (service level agreement) targets are optional response time and resolution time goals for this contractor. You set them in minutes:
  • Response time — how many minutes from issue creation to the contractor acknowledging or starting work
  • Resolution time — how many minutes from issue creation to the issue being marked resolved
SLA tracking is visible in the Contractors section. When an issue approaches or exceeds the SLA target, you’ll see it flagged. Performance against SLAs is summarized in the Reports section and on the contractor’s performance view.

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Multiple contractors

You can have multiple active service relationships at the same time. A common configuration:
  • Cleaning company — all zones, categories: Cleaning Needed, Supply Needed, Mess/Spill, photo proof required
  • Maintenance company — all zones, categories: HVAC Issue, Maintenance Request, Equipment Issue, note required
Issues route to the right team automatically based on category. Both contractors see only what’s within their scope.

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Viewing contractor performance

In the Contractors tab, click any active contractor to see their performance summary:
  • SLA compliance — percentage of issues responded to and resolved within target
  • Average resolution time — across all issues in your facility for this contractor
  • Proof submission rate — percentage of resolutions that included the required proof
  • Proof gallery — all resolution photos submitted by this contractor, browsable by zone and date
Use this data for contract reviews, performance conversations, and identifying where service is slipping before it becomes a larger problem.

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Pausing or terminating a relationship

If you need to temporarily suspend a contractor’s access, you can pause the relationship. Paused contractors lose access to your facility data immediately but the relationship record is preserved. You can resume it at any time. If you end the relationship permanently, select Terminate. The contractor loses access immediately. All issue data, proof photos, and resolution history that occurred during the relationship remain with your facility — you always own it.

Issue categories and alerting

Configure the categories that drive contractor routing.

Reports and analytics

Review contractor performance data and export proof for audits.

Service relationships (concepts)

Understand the service relationship model at a conceptual level.

Dashboard overview

Tour the full facility dashboard and the Contractors section.