Vendor Handbook

You're an external service provider — contractor, specialist, supplier — and your customer manages their operations on ArkanPM. This handbook covers what you'll see, how to pick up assigned work, and how your performance is tracked.

Your sidebar

A focused view:

• Dashboard
• Operations — My Work Orders, My Purchase Orders
• Documents — scoped to what your customer has shared with you

You will not see anything outside your scope — no other vendors, no tenant-wide operational data, no owner financial details.

Your dashboard

• Assigned Work Orders — WOs you've accepted and are working
• Pending Acceptance — new assignments awaiting your confirmation
• Overdue — anything past its due date
• Recent Purchase Orders — your active POs
• My Performance — your rolling scores (SLA compliance, quality, timeliness, overall) shown as star ratings and percentages

Accepting a work order

When your customer assigns a WO to you:

1. You receive an email/in-app notification with the WO number.
2. Sidebar > Operations > My Work Orders > Pending shows it.
3. Open the WO. Review: scope, location, priority, parts list, SLA targets.
4. Click Accept Assignment to move it to your queue, or Decline with reason if you can't take it.

Tip: Declining with a reason is better than silence. Common reasons: booked solid, outside service area, lacking the right certification. Your customer can reassign cleanly.

Working a work order

The flow mirrors what an in-house technician does:

1. Acknowledge on arrival.
2. Start Work — moves to In Progress, starts the resolution timer.
3. Fill in the checklist (pass/fail, photos, notes).
4. Log any parts used from the customer's catalog or your own.
5. If you need to stop, Put On Hold with a reason.
6. Complete with full resolution notes. Be specific — these notes become the permanent record.

The full detail is in the Technician Handbook.

Purchase orders

If your customer issues you a PO for goods or services:

1. Sidebar > Operations > My Purchase Orders > Active.
2. Click a PO to see line items, quantities, unit prices, delivery window.
3. Update line status as you fulfill:
   • Acknowledged — you've confirmed receipt of the PO
   • In Production / Ordered — you're sourcing or manufacturing
   • Ready to Deliver — ready for pickup/delivery
   • Delivered — customer confirms receipt
4. Upload delivery notes, invoices, and certificates of origin through the PO's document tab.

Your performance scorecard

Every WO you close is rated by the customer across four dimensions:

• Quality (1–5 stars)
• Timeliness (1–5 stars)
• Communication (1–5 stars)
• Professionalism (1–5 stars)

Those feed four rolling averages on your profile:

• SLA Compliance — % of WOs where you met both response and resolution targets
• Quality score
• Timeliness score
• Overall score

Color coding:

• 🟢 Green ≥ 90% — you're a preferred vendor
• 🟡 Orange ≥ 70% — on notice, room to improve
• 🔴 Red < 70% — at risk of contract review

How to improve your scores

• Acknowledge assignments within minutes, not hours. The response timer starts when the WO is created.
• Communicate proactively. Add a comment when you're en route. Add one when you're blocked. Don't leave the customer guessing.
• Finish with detail. "Repaired" is a 1-star resolution note. "Replaced compressor capacitor (45/5 µF), tested 3 cycles, verified amperage within spec" is a 5-star resolution note.
• Attach photos at every stage. Before, during, after. Photos are proof.
• Match priority to urgency. Don't sit on Emergency WOs. Don't over-respond to Low ones.

Your vendor profile

Sidebar > My Profile:

• Company information: legal name, tax ID, trade license, insurance certificate, VAT certificate
• Contacts: account manager, field supervisor, finance
• Service categories you provide (HVAC, plumbing, electrical, etc.)
• Certifications (with expiry dates — ArkanPM alerts you 60 days before they expire)
• Documents: contracts, master service agreements, references

Keep your documents current. Expired insurance or trade licenses will pause new assignments until refreshed.

Contracts

If you have an active service contract with your customer:

Sidebar > Operations > My Contracts shows:

• Contract number, start and end dates
• Scope (buildings / categories)
• SLA terms and any penalty clauses
• Renewal notice period

ArkanPM reminds both sides 90 days before contract expiry so renewal conversations start on time.

Communicating with your customer

Every WO has a Comments tab with two visibility levels:

• Internal — only the customer's staff see these (default for the customer)
• External / Public — you and the customer see these

Use External comments for anything you want to communicate to the customer (ETA updates, questions, blockers). Internal comments are for their team's internal chatter; you won't see those.

Invoicing

ArkanPM doesn't replace your accounting system — it records the work and any parts/labor, and your customer uses that to approve your invoice on their side. The exact invoicing flow depends on your contract. Typical pattern:

1. You complete WOs for the month.
2. You export your activity as CSV or PDF from My Work Orders > Export.
3. You issue your invoice through your accounting system, referencing WO numbers.
4. Your customer cross-checks against their ArkanPM records.

Some customers integrate their accounting system with ArkanPM via the integrations platform — ask them if that applies to you. If so, your invoices may route through their ERP automatically.

What to do if

You can't reach the site

Put the WO On Hold with reason Access. Notes should include: when you arrived, what access was blocked, who you tried to contact. Your customer's site manager is notified automatically.

The scope is different from what the WO says

Add an External comment on the WO immediately: what you found vs. what was described. Ask how the customer wants you to proceed. Don't go off-script silently.

You need parts the customer doesn't stock

Two options:

• Use your own stock and bill the customer (if that's your contract pattern).
• Issue a quote back to the customer for parts they need to procure. They'll raise a PO and you resume once parts arrive.

Your certification expires and you have active WOs

Pause the affected WOs immediately. Renew your cert and upload the new PDF to your profile. Your customer's admin has to re-approve before you can resume.

A WO is assigned to you that's outside your service area

Decline with reason "Outside service area." Your customer can reassign to another vendor.

You disagree with a rating

Open a dialogue with your customer through the WO's External comments or directly through your account manager. Ratings can be adjusted if there was a misunderstanding — but avoid formal disputes for small differences.

Related handbooks:

• Technician Handbook → — the work-order execution flow in detail
• Getting Started → — sign-in and MFA