Module 10 — Site-area maintenance, monitoring, and fault escalation

Section 1 · Pre-work (60 minutes)

Required reading

• Operations Manual §9 (all subsections). 30 minutes.
• The trainee’s executed Master Services Agreement — Uptime Guarantee, Excuse Events, False Call-Out sections. 20 minutes.
• HiON Site Design Manual sections on illuminance, pavement, striping, ice-melt compatibility. 10 minutes.

Pre-session knowledge check

Submitted via Partner Portal at least 24 hours before the session.

1. Within how many hours after snowfall ends must the franchisee commence clearing the charging bay and accessible routes?
2. A bollard is struck by a delivery vehicle Tuesday at 11am. By when must it be assessed, and by when must it be remediated?
3. The DBM notices a single charging post is faulting drivers mid-session. What is the correct franchisee response — and what is the franchisee specifically prohibited from doing?
4. Within how many Business Days must the franchisee review the monthly uptime and reliability report and raise discrepancies?
5. The franchisee uses calcium chloride ice-melt because it works best in their climate. The product is not on the Site Design Manual compatibility list. Is this a §9.2.2 violation?

Bring to session

• The trainee’s current site-inspection log (or a working template if not yet established)
• The trainee’s snow-removal contractor agreement, if engaged
• The trainee’s lighting maintenance contract and most recent night-walk record
• The trainee’s Designated Business Manager and Site Operations Lead (where named)

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Section 2 · Learning objectives

By the end of this module, the trainee can:

1. Apply the strict maintenance division of §9.1 — HiON performs all preventative and remedial services on EV Charging Equipment under the MSA; the franchisee performs all site-area maintenance; the franchisee monitors, detects, and escalates equipment and network faults but never repairs them.
2. Maintain the §9.2 site-area standards across the 8 sub-domains — snow/ice (2-hour response window); trash and spills; bollards (24-hour assessment + 5-Business-Day remediation); pavement and striping; lighting (5-Business-Day repair); landscaping; signage (15-calendar-day replacement); security systems.
3. Execute the §9.3 monitoring cadence — Partner Portal dashboard check at least once per Business Day; Tesla mobile application verification at least once per week; site-inspection log maintained per §9.2.1.
4. Execute the §9.3.2 fault escalation procedure without performing diagnostic steps beyond visual observation, without opening cabinets or posts, without unilaterally marking posts out-of-service in the Tesla application.
5. Document Excuse Events in real time through the Partner Portal Incident Reporting workflow per §9.4 — preserve contemporaneous records sufficient to support Excuse Event claims and protect uptime exclusions.
6. Coordinate site access for HiON’s preventative maintenance and remedial services per §9.3.3 — avoiding access failures that may trigger False Call-Out liquidated damages under the MSA.
7. Execute the §9.5 seasonal readiness cycle — autumn pre-winter checklist; spring post-winter recovery; summer thermal monitoring; severe-weather safety protocol.
8. Preserve all tamper indicators on every EV Charging Equipment cabinet and post per §9.1 [MANDATORY] — and report any broken, missing, or tampered indicator immediately as a SEV 2 event.

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Section 3 · Why this matters

§9 is the operating spine of the post-launch franchise. Every day, every week, every season, the franchisee’s site-area maintenance and monitoring discipline determines whether the customer promise (§2.2 / M03) holds and whether the Uptime Guarantee (MSA) functions. The Manual’s framing is direct in §9.1: “The division is strict: you do not perform maintenance on the EV Charging Equipment, and we do not perform site-area maintenance. Understanding this division is the foundation of every subsequent Section.”

The §9.1 callout box is the single most consequential paragraph in the operate-phase content:

“You may not open an EV Charging Equipment cabinet, perform repairs on a charging post, replace components, alter the network or payment configuration, or have a third party perform any such work. Such work voids the Master Services Agreement’s Uptime Guarantee and is a material breach of your Franchise Agreement.”

The standard is categorical and the consequence is structural. The franchisee’s site-area maintenance is operating-grade work; the EV Charging Equipment maintenance is HiON’s MSA work. Crossing the line — even with the best intentions, even to “help” — voids the Uptime Guarantee that protects the franchisee’s revenue.

The site-area standards are organized around customer-facing impact. Snow in the charging bay is a §2.2.2 promise-breaker (M03); a faded sign is a §2.2.2 promise-breaker; a non-functional light at night is a §2.2.2 promise-breaker. Every §9.2 standard has a response window because the customer promise has a response window — drivers do not wait for the franchisee’s weekly walk to drive away from a snow-covered site. The 2-hour snow response, the 5-Business-Day bollard remediation, the 5-Business-Day lighting repair, the 15-calendar-day signage replacement — these are operational rhythms the DBM and Site Operations Lead build into weekly routine.

The §9.3 monitoring discipline is the franchisee’s eyes-on-the-ground role for HiON’s NOC. The NOC monitors equipment and network continuously, but the NOC cannot see whether snow has been cleared, whether a bollard has been struck, whether the light fixture failed silently. The franchisee’s daily dashboard check and weekly Tesla-app verification close the loop. When a fault is detected — by the franchisee, the NOC, or a driver — the franchisee’s response is observation and escalation, never remediation. The §9.3.2 prohibition on diagnostic steps is structural: the franchisee’s hands stay off the equipment.

The §9.4 Excuse Event framework is where documentation discipline turns into uptime protection. The MSA excludes certain downtime categories from the Uptime Guarantee calculation — utility outages, vandalism, Site Host-caused access failures, vehicle collisions. The franchisee’s site-inspection log, photographs, and incident reports are the primary evidence that downtime was an Excuse Event. The Manual is explicit (§9.4): “Incomplete or inconsistent documentation may result in an Excuse Event being recorded against the uptime calculation.” A 4-hour utility outage that is not documented contemporaneously may be counted as downtime; a 4-hour utility outage that is documented in real time with utility correspondence is an Excuse Event.

The §9.3.3 site-access framework is where the franchisee’s coordination matters most operationally. HiON’s service providers arrive on schedule to perform preventative maintenance or remedial services. If the franchisee cannot deliver site access — Site Host blockage, franchisee personnel unavailable, site condition preventing work — the visit may be invoiced as a False Call-Out under the MSA. The franchisee’s discipline: pre-coordinate every scheduled visit with the Site Host; confirm franchisee availability; verify lock-out/tag-out readiness; have a phone-available representative.

Acknowledged Elephant: a sophisticated operator with multi-unit experience has run many maintenance programs. The HiON site-area maintenance program is differently structured — it is narrow (the franchisee does not touch equipment), specific (each scope has a defined response window), and integrated (every standard ladders to uptime, customer promise, and audit posture). The franchisee who treats site-area maintenance as “the snow contractor handles it” or “the property manager covers it” has misunderstood the discipline. The franchisee owns site-area maintenance; the franchisee directs contractors; the franchisee inspects, logs, and escalates. The contractor is the franchisee’s instrument, not the franchisee’s substitute.

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Section 4 · Core content

4.1 — The strict maintenance division (§9.1)

The §9.1 division-of-maintenance table:

Scope	Franchisee	HiON (via Tesla / authorized service providers under MSA)
EV Charging Equipment cabinet, posts, connectors, cables, internal components	Monitor condition; escalate faults; provide site access; prevent tampering	Preventative Maintenance, Remedial Services, replacements, firmware, diagnostics
Payment, billing, driver app interface, network operations	Escalate driver complaints per §10 (M11); never handle payments directly	Operated and maintained via the Tesla network
Emergency electrical disconnect at the service entrance	Locate, test, keep accessible; operate in a safety emergency per §13 only if trained and safe to do so	Specified in design; verified at commissioning
Charger-adjacent bollards, wheel stops, physical protection	Inspect, maintain, replace after vehicle impact or visible damage	Specifications in the Site Design Manual
Site lighting (pole-mounted and under-canopy)	Maintain, replace bulbs/fixtures, verify nighttime performance	N/A (site-side)
Pavement, curbs, accessible routes	Maintain, patch, seal, address heaving or cracking per §9.2	N/A (site-side)
Striping and pavement markings	Restripe on cadence and after wear	Specifications in the Site Design Manual
Signage	Maintain, clean, replace damaged signs; keep current against Brand Asset Library	Specifications in the Site Design Manual and Brand Asset Library
Snow and ice management	Remove within §9.2.2 response windows	N/A (site-side)
Trash, debris, cleanliness	Daily or weekly cadence per §9.2.3	N/A (site-side)
Landscaping and screening	Maintain, trim, replace as needed	N/A (site-side)
Security systems (cameras, lighting, fencing)	Maintain, operate, escalate	N/A (site-side)
Utility service beyond customer side of meter	Maintain customer-side service (panels, conductors, protection)	Equipment-side electrical under MSA

Four [MANDATORY] standards in §9.1:

1. No repair, adjustment, modification, firmware update, or reset of EV Charging Equipment, network configuration, or payment system by the franchisee, the franchisee’s direction, or any third party. All such work is performed only by HiON or HiON’s authorized service providers.
2. No opening, unsealing, removing panels from, or otherwise accessing the interior of a Supercharger cabinet or charging post. The franchisee must prevent contractors and any third party from doing so.
3. Preserve all tamper indicators on every Supercharger cabinet and post. Report any broken, missing, or tampered indicator immediately as a SEV 2 event (§3.2).
4. Site-area maintenance activity near EV Charging Equipment (paving, snow removal with heavy equipment, landscape trimming) must not damage, disturb, or impede access to the equipment.

4.2 — Daily and visit cadence (§9.2.1)

[MANDATORY] §9.2.1: maintain and retain a site-inspection log for each HiON EV Facility showing, for each inspection: date, inspector, summary of observations, any condition identified, action taken or ticket opened.

Typical cadence: daily drive-through plus a more thorough weekly walk, with additional visits during adverse weather. The franchisee’s specific cadence is documented in the site file.

4.3 — Snow, ice, and winter conditions (§9.2.2)

Four [MANDATORY] plus one [RECOMMENDED] plus one [LOCAL-LAW DEPENDENT]:

1. [MANDATORY] Keep the charging bay, accessible routes, accessible parking, post footprints, and the path from the charging bay to the main entrance (where applicable under the lease) free of snow and ice during hours drivers would reasonably expect access — i.e., 24/7/365
2. [MANDATORY] Keep the cabinet pad and the area immediately surrounding each charging post clear of snow piles. Snow stored in the charging bay, against the cabinet, or on the accessible route is a violation even if the parking-lot snow contract is otherwise satisfactory
3. [MANDATORY] Commence clearing within 2 hours of snowfall ending, or on a cadence that keeps the bay passable during continuous snowfall. Ice build-up on the post footprint or on any driver-access path remediated on detection
4. [MANDATORY] No ice-melt chemicals, sand, or other de-icing agents that cause discoloration, corrosion, or damage to the EV Charging Equipment, striping, or pavement. Use only products and methods identified as compatible in the HiON Site Design Manual
5. [RECOMMENDED] Engage a snow-removal contractor briefed on §2.4 and §9.2 with a HiON-aware standard operating procedure for charger-adjacent work. Generic parking-lot snow contracts often miss the charging bay.
6. [LOCAL-LAW DEPENDENT] Where local ordinances impose snow-removal deadlines, treat the more demanding of the local deadline and the §9.2.2 standards as binding.

4.4 — Trash, debris, cleanliness (§9.2.3)

Two [MANDATORY] plus one [RECOMMENDED]:

1. Charging bay, accessible routes, immediate surrounding area free of trash, debris, loose material at every inspection
2. Remediate spilled fluids (fuel, oil, coolant, battery fluid) on a charging-bay surface on detection. Petroleum or battery fluids exceeding incidental amounts follow §13 (M14) hazardous materials and report per §3.2
3. [RECOMMENDED] Maintain a designated trash receptacle in the charging-bay area consistent with the Site Design Manual; empty on a cadence preventing overflow

4.5 — Bollards, wheel stops, physical protection (§9.2.4)

Three [MANDATORY]:

1. Bollards protecting the cabinet and charging posts present, upright, in specification color (per Brand Asset Library), free of visible structural damage at all times
2. Any bollard struck by a vehicle, leaning, damaged, or missing its reflective covering must be assessed within 24 hours of detection and remediated within 5 Business Days. A visibly compromised bollard is a safety issue; escalate per §3.2 if the compromise puts the equipment at risk
3. Wheel stops and curbs at the charging bay present, secured, functional

4.6 — Pavement, striping, wayfinding (§9.2.5)

Three [MANDATORY]:

1. Pavement in the charging-bay area and accessible route free of cracks over one-half inch wide, potholes, heaving, settled sections that disturb accessibility compliance, or crumbling that affects vehicle access
2. Striping and pavement markings legible and within the contrast and coverage standards in the Site Design Manual. Restripe at least annually or on HiON’s published cadence, more frequently if wear indicates
3. Wayfinding current — signs and pavement markings reflect the current Brand Asset Library, do not conflict with Tesla-application metadata, guide a driver from property entry to charging bay

4.7 — Lighting (§9.2.6)

Two [MANDATORY] plus one [RECOMMENDED]:

1. Site lighting in the charging-bay area and along the accessible route meets illuminance levels in the Site Design Manual at all times the site is publicly accessible — 24/7/365
2. Failed bulbs, fixtures, or lighting controls repaired or replaced within 5 Business Days of detection. Repeated failures indicating an underlying electrical issue reported under §3.2
3. [RECOMMENDED] Monthly night-walk at each HiON EV Facility to verify illuminance in person. Motion-activated and photocell-controlled lighting often fails silently in ways a daytime inspection does not detect

4.8 — Landscaping and screening (§9.2.7)

Two [MANDATORY]:

1. Landscaping required by the approved design (screening, hedges, plantings around the cabinet or bollards) maintained, trimmed, replaced as needed to meet the design intent
2. Landscaping must not grow to obscure signage, lighting, cameras, or the driver’s line of sight between the charging bay and the Site Host’s primary use

4.9 — Signage (§9.2.8)

[MANDATORY] Signage clean, illuminated where designed to be illuminated, and replaced within 15 calendar days of becoming faded, damaged, non-current against the Brand Asset Library, or defaced. Safety-related signage remediated on detection.

4.10 — Security systems (§9.2.9)

Two [MANDATORY]:

1. Any camera, intrusion system, or lighting-based security system deployed at the HiON EV Facility operational. Document outages and restore within the timeframe in the vendor agreement or within 5 Business Days, whichever is shorter
2. Retain incident recordings for the retention period required by insurance, applicable law, and §15 (M15), whichever is longest. Privacy and recording-notice requirements vary by jurisdiction; comply with the local standard

4.11 — Daily monitoring and fault escalation (§9.3)

Daily monitoring — two [MANDATORY] (§9.3.1):

1. Check the Partner Portal site-status dashboard at least once per Business Day. Any indication of outage, degraded performance, or unexpected fault investigated and escalated per §3.2
2. Confirm in the Tesla mobile application at least once per week that each HiON EV Facility is (a) visible; (b) listed with correct metadata (site name, address, number of posts); (c) showing real-time availability consistent with on-site observation. Discrepancies reported per §3.2

Fault escalation — six-step procedure (§9.3.2):

1. No diagnostic steps beyond visual observation. No opening the cabinet, cycling power, force-restarting, unplugging cables, directing any third party to do any of these.
2. Confirm whether the fault is local to a single post, affects multiple posts at the site, or affects the entire site
3. Observe for visible indicators: physical damage, smoke, heat signature, water intrusion, connector damage, active error display
4. Open a SEV 1 or SEV 2 ticket as appropriate per §3.2, with required minimum fields and photos
5. Follow HiON’s ticket guidance — provide access, mark posts out-of-service only if HiON directs, stage access requirements for the service team, communicate with the Site Host as appropriate
6. No statements about the fault on social media, on the Site Host’s channels, or to drivers beyond the short-form template in the Partner Portal

[MANDATORY] §9.3.2 closing rule: No marking a post or site as out-of-service in the Tesla application or elsewhere unless HiON directs. Misrepresenting availability in the driver-facing experience is a material brand and network violation.

4.12 — Site access for HiON service (§9.3.3)

Two [MANDATORY]:

1. When HiON schedules Preventative Maintenance or Remedial Services, the franchisee ensures: (a) the site is accessible at the scheduled time; (b) no Site Host operations block the work (no delivery trucks in the charging bay, no events that restrict lot access); (c) any required lock-out/tag-out at the service entrance is coordinated with the service team; (d) a Franchisee representative is available by phone
2. If a scheduled visit cannot go forward because of access failure or a Site-side cause — Site Host-caused blockage, franchisee personnel unavailable to coordinate, or a site condition preventing the work — HiON may invoice the False Call-Out liquidated damages in the MSA. The franchisee may pass through to the Site Host only those amounts the lease or site license expressly permits.

4.13 — Uptime, reliability, reporting, and Excuse Events (§9.4)

The Uptime Guarantee, exclusions, calculation methodology, and liquidated-damages remedy are in the MSA — not restated in the Manual. §9.4 operationalizes the franchisee-side reporting, monitoring, and cooperation.

Three [MANDATORY] §9.4 standards:

1. Operate the franchise to support the Uptime Guarantee: site access per §9.3.3; site-area conditions per §9.2; prompt monitoring and escalation per §9.3; preservation of tamper indicators and equipment condition per §9.1
2. Review the monthly uptime and reliability report on the Partner Portal, reconcile against on-site observations, raise any discrepancy within 10 Business Days of publication
3. Retain site-inspection logs, contractor service records, incident reports, uptime-related correspondence per FA / MSA / §15 retention

Excuse Events and False Call-Out (§9.4): Certain downtime categories are MSA Excuse Events — utility outages, vandalism, Site Host-caused access failures, vehicle collisions. The franchisee is responsible for documenting site-side causes in real time through the Partner Portal Incident Reporting workflow. Incomplete or inconsistent documentation may result in an Excuse Event being recorded against the uptime calculation.

[MANDATORY] §9.4: document Excuse Events in real time (not reconstructed later) using the Incident Reporting workflow. Maintain a legible, contemporaneous record sufficient to support the Excuse Event claim.

4.14 — Seasonal readiness (§9.5)

Autumn / Pre-winter (§9.5.1):

• Snow-removal contract executed or renewed with HiON-briefed contractor covering charging bay, accessible routes, post footprints — not just parking-lot areas
• Ice-melt chemicals on order; only Site Design Manual-compatible products. Storage segregated from any equipment or personnel area
• Nighttime lighting audit; replace failing fixtures before hours of darkness extend
• Pavement inspection; remediate cracks or spalling that water infiltration will worsen
• Confirm Emergency Electrical Disconnect accessible and labeled
• Brief site team on winter-condition response windows and after-hours coverage

Spring / Post-winter (§9.5.2):

• Pavement and striping inspection after snow-melt; schedule patching and restriping where winter damage visible
• Bollard and wheel-stop inspection and replacement where winter displacement or damage occurred
• Landscape reset: trim, replant, mulch as design requires
• Lighting audit after long nights to confirm fixtures ready for summer stress
• Signage inspection; catalog and replace items out of spec

Summer (§9.5.3):

• Heat and thermal monitoring of cabinet-adjacent area. Escalate per §3.2 any thermal anomaly or unusual vent noise
• Landscape irrigation management to prevent overspray onto cabinet or posts
• Peak-demand readiness; brief Site Host on capacity-management communication (§10.4 / M11)

Severe weather (§9.5.4) — two [MANDATORY]:

1. During tornado, hurricane, severe thunderstorm, flood, wildfire conditions in the vicinity: (a) follow local emergency orders; (b) inspect the HiON EV Facility after the event for visible damage and escalate per §3.2; (c) report any visible water intrusion, debris impact on cabinet or post, or electrical anomaly as a SEV 1 or SEV 2 event
2. No operation of the HiON EV Facility in a condition presenting an apparent electrical or water-intrusion safety hazard. Mark the site as requiring attention per HiON direction and isolate the area until HiON confirms it is safe to resume

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Section 5 · Decision drills

Drill 5.1 — The smoking cabinet

At 9:47pm Tuesday, the on-site Operations Lead notices light smoke and a faint burning smell coming from the base of Cabinet 1 at the Parker site. Two posts on the cabinet appear dark. A driver pulled away minutes ago after a session that did not complete.

State the exact franchisee response (verbatim) and the cited basis. State the next four actions in order.

Drill 5.2 — The 4-hour snow delay

A snowstorm ends at 6am Saturday. The franchisee’s snow-removal contractor commences clearing the parking lot at 10am — within the 4-hour window the lot contract specifies. The charging bay and accessible routes are not cleared until 1pm — 7 hours after snowfall ends.

State whether this is a §9.2.2 violation and the cited basis. State the corrective action.

Drill 5.3 — The calcium chloride substitution

The franchisee’s snow-removal contractor proposes substituting calcium chloride for the Site Design Manual’s specified ice-melt product. Calcium chloride works better in extreme cold and is cheaper. The contractor argues the substitution is “industry standard.”

State the response and the cited basis. State the next two actions.

Drill 5.4 — The bollard struck Tuesday at 11am

A delivery vehicle backs into a bollard at the Parker site Tuesday at 11am. The bollard is visibly leaning and the reflective covering is partially missing. The franchisee discovers the damage during the daily drive-through Wednesday at 8am.

State the assessment deadline, the remediation deadline, and the cited basis. State the next two actions including any §3.2 escalation.

Drill 5.5 — The post that keeps faulting

A single post at the Parker site has faulted three drivers in two days. Drivers report sessions that start, then terminate within 60 seconds. The Site Operations Lead has restarted the post by pressing the cabinet’s power-cycle button and the post then works for one or two sessions before faulting again. The Lead reports this self-help as “diagnostic.”

State whether the power-cycle restart is permitted and the cited basis. State the correct response.

Drill 5.6 — The Tesla-app metadata discrepancy

During the weekly Tesla-app verification, the franchisee notices the Parker site now shows “8 posts” in the app, but only 6 are actually installed. The app also shows the site as “available” when one post is physically out-of-service for cleaning.

State the response and the cited basis. State the next two actions.

Drill 5.7 — The Site Host’s blocked access

HiON’s NOC has scheduled remedial service for Wednesday at 8am. Tuesday afternoon, the Site Host’s facilities manager calls: “We’ve got a major fleet delivery Wednesday morning blocking your section of the lot from 7am to 10am. Can the maintenance team come back later in the day?”

State the response and the cited basis. State the next two actions. State the False Call-Out exposure.

Drill 5.8 — The utility outage

Power to the Parker site goes out at 2:14pm Thursday due to a regional utility incident. The site is offline for 5 hours. The utility’s outage map confirms the regional event. The franchisee’s site-inspection log captures the outage start time but does not document the utility correspondence or the restoration time.

State the §9.4 risk and the cited basis. State the corrective documentation.

Drill 5.9 — The lighting that failed silently

The franchisee’s monthly night-walk reveals that the pole-mounted light on the southwest corner of the charging bay has been failing intermittently for an unknown period. The Operations Lead’s most recent night-walk was 6 weeks ago.

State whether this is a §9.2.6 violation and the cited basis. State the corrective action including the [RECOMMENDED] cadence.

Drill 5.10 — The faded HiON sign

A primary identification sign at the Parker site’s property entry is noticeably faded. The franchisee discovers the fading during a weekly walk on Monday. The signage vendor confirms a 14-business-day production and install timeline.

State the remediation deadline and the cited basis. State whether the franchisee files an extension request.

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Section 6 · Common operator errors

6.1 — Power-cycling, force-restarting, or otherwise “diagnosing” equipment

The franchisee’s Operations Lead, encountering a faulting post, presses a reset button, cycles power, or unplugs a connector to “see if it clears.”

• Consequence: §9.1 [MANDATORY] violation. §9.3.2 [MANDATORY] violation (no diagnostic steps beyond visual observation). Voids the MSA Uptime Guarantee for that post; material breach.
• Discipline: observation only. The franchisee’s hands stay off the equipment. Visual observation + ticket + photos. HiON’s NOC and service providers perform diagnosis.

6.2 — Snow contractor not briefed on charger-adjacent work

The franchisee’s generic parking-lot snow contractor plows the lot but pushes snow into the charging bay or against the cabinet, or treats the bay’s accessible route at parking-lot priority.

• Consequence: §9.2.2 [MANDATORY] violation (snow in charging bay, against cabinet, on accessible route). Audit finding; possible §2.2.2 promise-breaking event (M03).
• Discipline: the snow-removal contractor is briefed on §2.4 and §9.2 with a HiON-aware SOP. The franchisee’s [RECOMMENDED] [§9.2.2] applies in practice — the contractor knows the charging bay is a higher priority than the rest of the lot.

6.3 — Marking a post out-of-service in the Tesla app unilaterally

The franchisee, with a faulting post, marks the post out-of-service in the Tesla app to “stop more drivers from getting frustrated.”

• Consequence: §9.3.2 [MANDATORY] violation (no out-of-service marking unless HiON directs). Material brand and network violation. Drivers see incorrect availability; HiON’s NOC visibility is degraded.
• Discipline: the franchisee escalates per §3.2; HiON manages the out-of-service designation in the Tesla app. The franchisee does not modify driver-facing availability data.

6.4 — Excuse Event documentation reconstructed later

A utility outage is documented in the franchisee’s logs Monday morning, three days after the Friday-evening event. The documentation is accurate but not contemporaneous.

• Consequence: §9.4 [MANDATORY] violation (real-time documentation, not reconstructed later). The Excuse Event may be recorded against the uptime calculation despite being a legitimate utility-side exclusion.
• Discipline: the Incident Reporting workflow runs during the event, not after. The franchisee opens the ticket as the outage starts; updates as it progresses; closes with the restoration time and utility correspondence. The contemporaneous record protects the Excuse Event claim.

6.5 — Site Host blocking scheduled HiON service

The Site Host has a recurring event or operations pattern that conflicts with HiON’s scheduled service visits. The franchisee accommodates the Site Host without re-coordinating with HiON.

• Consequence: §9.3.3 [MANDATORY] violation. False Call-Out liquidated damages exposure under the MSA. Material breach if the pattern persists.
• Discipline: the franchisee pre-coordinates Site Host operations against HiON’s service schedule. If the Site Host cannot accommodate a scheduled visit, the franchisee escalates to HiON to reschedule — does not allow the visit to be invoiced as False Call-Out.

6.6 — Ice-melt or chemical incompatibility

The franchisee or contractor uses calcium chloride, road salt, or another de-icing product not on the Site Design Manual compatibility list — typically because it is cheaper, more available, or works better in the climate.

• Consequence: §9.2.2 [MANDATORY] violation. Damage to the EV Charging Equipment, striping, or pavement compounds the violation with §9.2.5 and §9.1 implications.
• Discipline: the snow-removal contractor’s contract specifies the Site Design Manual-compatible product. The franchisee verifies the product on procurement; the contractor cannot substitute without §1.2.6 exception approval.

6.7 — Skipping the daily Partner Portal dashboard check

The DBM or Site Operations Lead misses the daily dashboard check on busy days. Faults visible to HiON’s NOC are not confirmed by the franchisee.

• Consequence: §9.3.1 [MANDATORY] violation. Audit finding under §9.5 Metrics (dashboard checks logged daily during Business Days).
• Discipline: the daily check is on the DBM or Site Operations Lead’s daily checklist. 5 minutes; non-negotiable. The check is logged in the Partner Portal.

6.8 — Lighting failures going undetected past 5 Business Days

A pole-mounted fixture fails. The Operations Lead’s daytime inspections do not catch it. By the time the failure is detected, it has been out for weeks.

• Consequence: §9.2.6 [MANDATORY] violation. Audit finding.
• Discipline: the [RECOMMENDED] monthly night-walk catches silent failures the daytime inspection misses. The franchisee schedules the night-walk on the DBM’s calendar; the night-walk has a recorded artifact (log entry or photograph).

6.9 — Bollard remediation slipping past 5 Business Days

A bollard struck Tuesday is not remediated until the following Tuesday — 7 calendar days, but only 5 Business Days if the weekend falls within. The franchisee was tracking the calendar week, not Business Days.

• Consequence: §9.2.4 [MANDATORY] violation if Business Days were exceeded. The 24-hour assessment and 5-Business-Day remediation are the standard.
• Discipline: the §9.2.4 clock is Business Days. The franchisee’s remediation tracker captures both the calendar date and the Business-Day count to avoid ambiguity.

6.10 — Tampering or unauthorized third-party access to equipment

A subcontractor, performing pavement work near a cabinet, opens a cabinet panel “to check whether it’s clear” before pouring nearby. The tamper indicator is broken.

• Consequence: §9.1 [MANDATORY] violation. SEV 2 escalation required per §9.1. Voids the Uptime Guarantee for that cabinet until HiON re-validates.
• Discipline: every contractor is briefed on the §9.1 prohibition during the §8.5 (M09) contractor onboarding. The contractor’s signed acknowledgment includes the no-touching-equipment commitment. The franchisee supervises sufficiently that contractors do not access equipment.

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Section 7 · Competency assessment

Knowledge check (12 questions; 80% pass)

1. The franchisee may open an EV Charging Equipment cabinet to check a connection: (a) yes, if the franchisee has electrical training (b) yes, with FBC verbal approval (c) no — §9.1 [MANDATORY] prohibits opening, unsealing, or removing panels; doing so voids the Uptime Guarantee and is a material breach (d) yes, in an emergency

2. After snowfall ends, the franchisee must commence clearing the charging bay and accessible routes within: (a) 30 minutes (b) 1 hour (c) 2 hours (§9.2.2 [MANDATORY]) (d) 4 hours

3. A bollard struck by a vehicle must be: (a) assessed within 24 hours and remediated within 24 hours (b) assessed within 24 hours and remediated within 5 Business Days (§9.2.4 [MANDATORY]) (c) assessed within 5 Business Days and remediated within 30 days (d) assessed and remediated at the next scheduled maintenance window

4. Failed lighting fixtures must be repaired or replaced within: (a) 24 hours (b) 3 Business Days (c) 5 Business Days (§9.2.6 [MANDATORY]) (d) 30 calendar days

5. Faded, damaged, or non-current signage must be replaced within: (a) 5 calendar days (b) 15 calendar days; safety-related signage remediated on detection (§9.2.8 [MANDATORY]) (c) 30 calendar days (d) at the next scheduled signage refresh

6. The franchisee checks the Partner Portal site-status dashboard: (a) weekly (b) at least once per Business Day (§9.3.1 [MANDATORY]) (c) on demand only (d) once per shift

7. The franchisee may mark a post or site as out-of-service in the Tesla application: (a) when the franchisee determines the post is not delivering rated performance (b) when a driver complains (c) only when HiON directs the franchisee to do so (§9.3.2 [MANDATORY]) (d) when local utility power is interrupted

8. Diagnostic steps the franchisee may take on a faulting post: (a) press the reset button on the cabinet (b) cycle power to the post (c) disconnect and reconnect the connector (d) visual observation only — no opening cabinets, cycling power, force-restarts, or unplugging cables (§9.3.2 [MANDATORY])

9. Documentation of Excuse Events must be: (a) reconstructed within 30 days of the event (b) created in real time (not reconstructed later) using the Partner Portal Incident Reporting workflow (§9.4 [MANDATORY]) (c) prepared at the time of monthly reporting (d) not required if the utility provides outage confirmation

10. A scheduled HiON service visit cannot go forward because the Site Host has blocked access. The franchisee’s exposure: (a) none — the Site Host is responsible (b) False Call-Out liquidated damages under the MSA; franchisee may pass through to Site Host only what the lease expressly permits (§9.3.3) (c) limited to a written warning (d) covered by the §13 insurance program

11. Monthly uptime and reliability reports on the Partner Portal: (a) are HiON’s internal records the franchisee does not review (b) must be reviewed and discrepancies raised within 10 Business Days of publication (§9.4 [MANDATORY]) (c) are reviewed at the next FBC touchpoint (d) are reviewed at the annual meeting

12. During severe weather (tornado, hurricane, severe storm, flood, wildfire) in the vicinity: (a) the franchisee continues normal operations (b) the franchisee follows local emergency orders, inspects post-event, escalates per §3.2, and does not operate if an electrical or water-intrusion safety hazard is apparent (§9.5.4 [MANDATORY]) (c) the franchisee opens the cabinet to verify internal integrity (d) the franchisee closes the site for 7 days regardless of conditions

Application demonstration — the daily operating cycle

A combined classroom + 240-minute OJT exercise. The trainee runs a full operating-day cycle:

Classroom (45 min): the trainee receives an Operating Day Pack with:

• A site-inspection log with 2 gaps (snow event response window missed; bollard 24-hour assessment missed)
• A Partner Portal dashboard view showing a SEV 2 alert on Post 3
• A driver complaint about a session that did not complete
• A Site Host email proposing a Wednesday morning fleet-delivery blockage during a scheduled HiON service visit
• A utility outage incident report from 2 days ago with no real-time documentation
• A monthly uptime report from the Partner Portal with one discrepancy
• A failed lighting fixture noted on the inspection but not yet ticketed

The trainee identifies every gap, executes the corrective sequence, opens the right tickets, escalates the Site Host conflict, retrofills the Excuse Event documentation (acknowledging the §9.4 limitation), and addresses the lighting fixture under the §9.2.6 5-BD clock.

OJT (240 min): at a HiON EV Facility (live or proxy), the trainee runs the full daily/weekly inspection cadence: site walk through driver-experience lens; Partner Portal dashboard check; Tesla-app verification; documentation of every §9.2 sub-domain’s status; opening any tickets warranted by observations; closing the inspection with a complete log entry.

Pass criteria: trainee identifies every gap in the Pack; opens every correct ticket with appropriate SEV; documents the OJT inspection per §9.2.1; demonstrates no-touching-equipment discipline on any observed equipment condition. Citation of section numbers preferred but not required if substantive actions are correct.

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Section 8 · Job aids

Job Aid 8.1 — Site-inspection log template

The §9.2.1 [MANDATORY] log as a daily / weekly / event-driven form. Fields: date, inspector, conditions observed across all 8 §9.2 sub-domains (snow/ice; trash/spills; bollards; pavement/striping; lighting; landscaping; signage; security), any tickets opened, action taken. Audit-ready.

File: modules/M10-jobaids/M10-site-inspection-log.md

Job Aid 8.2 — The §9.2 response-window quick reference

Pocket card with every §9.2 response window: snow (2 hours after snowfall ends); bollard (24-hour assessment + 5-Business-Day remediation); lighting (5-Business-Day repair); signage (15-calendar-day replacement; safety signage on detection); striping (annual minimum or per cadence); security system (5-Business-Day or vendor agreement, whichever is shorter). The franchisee carries this in inspection rounds.

File: modules/M10-jobaids/M10-response-windows-card.md

Job Aid 8.3 — Fault escalation flowchart

The §9.3.2 6-step procedure as a flowchart. Decision points: is the fault visible? single post or multiple? SEV 1 (safety/emergency) or SEV 2 (outage)? Photos required? Tesla-app metadata implication? Includes the categorical no-cabinet-opening / no-power-cycling reminders.

File: modules/M10-jobaids/M10-fault-escalation-flow.md

Job Aid 8.4 — Tesla-app weekly verification checklist

The §9.3.1 weekly verification as a 5-item checklist: site visible; site name correct; address correct; post count correct; real-time availability matches on-site state. Discrepancies trigger ticket per §3.2.

File: modules/M10-jobaids/M10-tesla-app-verification.md

Job Aid 8.5 — HiON service-visit pre-coordination checklist

The §9.3.3 pre-coordination as a checklist run 5 Business Days before any scheduled HiON service visit: Site Host operations confirmed clear; franchisee representative scheduled; lock-out/tag-out coordination confirmed; access route inspected. Built to prevent False Call-Out exposure.

File: modules/M10-jobaids/M10-service-visit-coordination.md

Job Aid 8.6 — Excuse Event documentation template

The §9.4 contemporaneous documentation template. Trigger events listed (utility outage, vandalism, Site Host blockage, vehicle collision, etc.). For each: start time, observable cause, supporting documentation (utility correspondence, police report, photos), restoration time, ticket reference. Designed to be filled in real time.

File: modules/M10-jobaids/M10-excuse-event-template.md

Job Aid 8.7 — Seasonal readiness calendars

Four sub-calendars (Autumn, Spring, Summer, Severe Weather) mapping the §9.5 checklists to specific calendar months in the franchisee’s region. Each item has an owner, a target date, and a documentation reference.

File: modules/M10-jobaids/M10-seasonal-readiness.md

Job Aid 8.8 — Snow-removal contractor briefing

A formal briefing document for the snow-removal contractor (and any subs). Covers the §9.2.2 [MANDATORY] standards: 2-hour response window; bay/accessible-route/post-footprint priority; no-snow-against-cabinet; only Site Design Manual-compatible ice-melt; HiON-aware SOP. Contractor signs and the briefing is retained per §8.5.

File: modules/M10-jobaids/M10-snow-contractor-briefing.md

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Section 9 · Facilitator notes

Pacing — 165 minutes classroom + 240 minutes OJT

Time	Section	Notes
0:00–0:10	Opening — the smoking cabinet	Read aloud a redacted SEV 1 cabinet-smoke incident. Most operators reflexively say “open it to check the source.” The wrong answer. Sets tone for §4.1.
0:10–0:30	§4.1 (Maintenance division)	Heaviest emphasis. Walk the verbatim §9.1 callout. Distribute Job Aid 8.1. Run Drill 5.1 (smoking cabinet) and Drill 5.5 (faulting post + power cycle).
0:30–0:55	§4.2–4.5 (Daily cadence + snow + trash + bollards)	Walk standards. Distribute Job Aid 8.2 (response windows card). Run Drills 5.2 (4-hour snow delay), 5.3 (calcium chloride), 5.4 (bollard struck).
0:55–1:15	§4.6–4.10 (Pavement + lighting + landscaping + signage + security)	Walk standards. Distribute Job Aid 8.7 (seasonal calendar). Run Drills 5.9 (silent lighting failure), 5.10 (faded signage).
1:15–1:25	BREAK
1:25–1:45	§4.11–4.12 (Monitoring + fault escalation + service access)	Walk the cadences and fault procedure. Distribute Job Aids 8.3, 8.4, 8.5. Run Drills 5.6 (metadata discrepancy), 5.7 (Site Host blocked access).
1:45–2:05	§4.13 (Uptime + Excuse Events + False Call-Out)	Walk the Excuse Event framework. Distribute Job Aid 8.6. Run Drill 5.8 (utility outage documentation). Emphasize the real-time requirement.
2:05–2:15	BREAK
2:15–2:35	§4.14 (Seasonal readiness)	Walk the four seasonal checklists. Distribute Job Aid 8.8 (snow contractor briefing).
2:35–2:45	Close + OJT brief	Distribute the Operating Day Pack and the OJT brief.
OJT (240 min)	At a HiON EV Facility	Trainee runs the full daily/weekly inspection cadence; opens any warranted tickets; closes with complete log entry. Facilitator scores.

SME handoffs

• §4.1 (Maintenance division): Joe Frank (Ops) per the Training Matrix — content owner on M10 material. Tony Cuomo (CX) on the customer-experience implications.
• §4.2–4.10 (Site-area standards): Joe Frank (Ops). The franchisee’s snow-removal contractor and signage vendor should be in the room for §4.3 and §4.9 respectively if engaged.
• §4.11–4.12 (Monitoring + fault escalation): Joe Frank (Ops). A HiON NOC SME if available is the right voice for the fault procedure walk-through.
• §4.13 (Uptime + Excuse Events + False Call-Out): Joe Frank (Ops). Jim Frank (CEO) on the MSA-level strategic framing of Uptime Guarantee mechanics.
• §4.14 (Seasonal): Joe Frank (Ops).
• Application Demonstration + OJT: Joe Frank (Ops) leads with on-site walk-through; Tony Cuomo (CX) on brand-execution dimension.

Decision drill — model answers (abbreviated)

Drill 5.1 — Smoking cabinet. SEV 1. Response (verbatim to driver, Site Host, anyone on-site): “There’s a possible safety issue at Cabinet 1 — we need everyone to stay back from the charging bay until our network team confirms it’s safe.” Next four actions:

1. Make the scene safe — block off the affected cabinet area; direct any drivers away; do not approach the cabinet
2. Call the 24/7 NOC Hotline by voice immediately (§3.2.2.A)
3. Open a SEV 1 ticket in the Partner Portal within 30 minutes of the event (§3.2.2.A) with photos from a safe distance
4. Preserve the scene; do not open the cabinet; do not perform any diagnostic; follow §13 incident reporting within 24 hours (M14)

Drill 5.2 — 4-hour snow delay. §9.2.2 violation. The 2-hour window applies to the charging bay and accessible routes — not the parking lot. The contractor’s 4-hour lot contract is not the standard. Corrective action: brief or replace the snow-removal contractor with a HiON-aware SOP per [RECOMMENDED] §9.2.2; the contract specifies the charging bay and accessible routes as priority-1 within the 2-hour window. Document the violation in the site-inspection log and the corrective action in the contractor record.

Drill 5.3 — Calcium chloride. Decline. §9.2.2 [MANDATORY] — only Site Design Manual-compatible products. “Industry standard” is not the standard; HiON Site Design Manual is. Next two actions: (1) confirm to the contractor that the substitution is not authorized; require the contract-specified product; (2) if the contractor cannot supply the compatible product on the franchisee’s timeline, file a §1.2.6 exception request (M02) with the climate-justification documentation; do not allow substitution pending HiON’s written approval.

Drill 5.4 — Bollard struck Tuesday at 11am, discovered Wednesday at 8am. Assessment deadline: Wednesday at 8am + 24 hours = Thursday at 8am. Remediation deadline: 5 Business Days from detection (Wednesday) = following Tuesday EOD (assuming no holidays). Next two actions: (1) immediately assess the bollard’s structural integrity and whether the cabinet is at risk; if at risk, escalate per §3.2; (2) initiate remediation order with the franchisee’s bollard vendor (preferred vendor per §14 / M12); document in site-inspection log and §9.2.4 remediation tracker.

Drill 5.5 — Power-cycle restart. Not permitted. §9.1 [MANDATORY] + §9.3.2 [MANDATORY] — no diagnostic steps beyond visual observation; no power cycling. The Operations Lead’s restart is an unauthorized intervention; voids the Uptime Guarantee for that post and creates a material breach. Correct response: stop the restart practice immediately. Open a SEV 2 ticket for the faulting post with the pattern of faults documented (3 drivers in 2 days, mid-session terminations). Provide photos. Wait for HiON’s direction. The Operations Lead is briefed on §9.1 — power-cycle button or not, the equipment is HiON’s scope.

Drill 5.6 — Tesla-app metadata. §9.3.1 [MANDATORY] discrepancy. Open a SEV 3 ticket (or SEV 2 if the discrepancy is materially affecting drivers — 8-vs-6 posts is misleading site capacity, potentially SEV 2). Cited basis: §9.3.1 + §3.2. Next two actions: (1) confirm the on-site post count and the actual out-of-service status; document with photos; (2) escalate to HiON to correct the metadata; do not attempt to modify the Tesla app data directly — that requires HiON’s network operations team.

Drill 5.7 — Site Host blocked access. Decline the Site Host’s request to reschedule unilaterally. §9.3.3 [MANDATORY] — site accessible at scheduled time. Next two actions: (1) escalate to HiON to reschedule the visit (Partner Portal ticket); the franchisee does not have unilateral authority to move the HiON visit timing; (2) discuss with the Site Host the contractual obligation under §5 (M05) and the §9.3.3 implications including False Call-Out exposure. Communicate clearly that the lease’s 24/7/365 access provision contemplates HiON service access. If the Site Host’s fleet delivery is recurring, this is a §5.3 division-of-obligations issue requiring lease-level clarification. False Call-Out exposure: if HiON’s service team arrives and cannot perform the work due to the blockage, the MSA’s False Call-Out liquidated damages apply. Pass-through to the Site Host is limited to what the lease expressly permits.

Drill 5.8 — Utility outage documentation. §9.4 risk: the Excuse Event may not be recognized because documentation is not contemporaneous. Corrective documentation: (1) reconstruct as completely as possible with utility correspondence, restoration time confirmation, photos taken during the outage if available; (2) acknowledge in the ticket that the documentation is reconstructed and explain the cause of the delay; (3) commit to real-time documentation going forward via the Incident Reporting workflow. The reconstruction may or may not preserve the Excuse Event classification — HiON has discretion under §9.4 — but the acknowledgment + corrective commitment is the right posture.

Drill 5.9 — Silent lighting failure. §9.2.6 [MANDATORY] violation (the failure has gone undetected past the 5-Business-Day repair window). Corrective action: (1) ticket the failure now; commence repair within the 5-Business-Day window from current detection; (2) institute the [RECOMMENDED] monthly night-walk on the DBM’s calendar — the night-walk would have detected this failure within 30 days at most. Update the §9.2.1 site-inspection log template to include a monthly night-walk entry.

Drill 5.10 — Faded sign. Remediation deadline: 15 calendar days from Monday detection = following Tuesday + 1 week = Tuesday in 15 days. The signage vendor’s 14-business-day timeline = ~18 calendar days, which exceeds the §9.2.8 [MANDATORY] window. Path: (1) file a §1.2.6 exception request immediately citing vendor lead time; propose the install on Day 18 with interim mitigation; (2) execute interim mitigation if the signage condition affects safety or wayfinding meaningfully (temporary signage, additional wayfinding); (3) once HiON approves the exception, proceed with the install on the approved schedule. Document the exception in the §9.2.8 remediation tracker.

Recommended visual aids

• A real (redacted) site-inspection log from the existing portfolio during §4.2
• Photographs of compliant and non-compliant snow management during §4.3
• The §9.2 response-window quick reference card projected during §4.6–4.10
• A real (redacted) Excuse Event Incident Report during §4.13

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Section 10 · Cross-references

Modules

• M01 (System and Role Split) — §2.1.3 [MANDATORY] no third-party equipment work + §2.1.4 [MANDATORY] 24/7/365 carry into the §9.1 maintenance division and the §9.2 site-area standards
• M02 (Governance, Manual, Support, Escalation) — §3.2 SEV system is the routing for every fault escalation; §3.3 audit posture covers site-inspection logs
• M03 (Brand Promise and Brand Execution) — §2.2.2 promise-breaking events overlap with §9.2 site-area conditions; the §2.4 signage discipline is the §9.2.8 standard
• M07 (Construction Management and Commissioning) — the as-built drawings and commissioning baseline from M07 are the standards the §9 operating discipline measures against
• M09 (Staffing, DBM, Personnel, Contractor Conduct) — §8.5 contractor qualification + briefing applies to snow-removal, signage, security, and other site-area contractors; §8.1 DBM responsibilities include §9 oversight
• M11 (Customer Experience) — §10.1 driver journey overlaps with §9.2 site-area standards; the §10.3 escalate-never-resolve principle applies when drivers report faults
• M12 (Vendors, Technology, Network Boundaries) — §14 vendor framework governs all site-area maintenance contractors
• M13 (Finance) — site-area maintenance is an operating-expense category; the Sinking Fund covers some major-replacement scopes
• M14 (Compliance, Safety, Insurance, Risk) — §13 hazardous-material framework applies to spills (§9.2.3); §13 safety covers severe-weather (§9.5.4) and incident reporting

External documents

• Operations Manual §9 (Network Operations, Site-Area Maintenance, Reliability — all subsections)
• Master Services Agreement (Uptime Guarantee, Excuse Events, False Call-Out)
• HiON Site Design Manual (illuminance, pavement, striping, ice-melt compatibility)
• HiON Brand Asset Library (signage and bollard specifications)
• Partner Portal site-status dashboard and Incident Reporting workflow
• Partner Portal preferred-vendor list (snow removal, signage, security)

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Section 11 · Source verification log

Claim	Manual reference	Status
§9.1 strict division-of-maintenance — verbatim callout	§9.1	verified
13-row division-of-maintenance table	§9.1	verified
4 [MANDATORY] §9.1 standards (no equipment work; no cabinet opening; preserve tamper indicators; site-area work near equipment must not damage)	§9.1	verified
Site-inspection log [MANDATORY] per §9.2.1	§9.2.1	verified
2-hour snow response window	§9.2.2 [MANDATORY]	verified
Only Site Design Manual-compatible ice-melt	§9.2.2 [MANDATORY]	verified
Snow against cabinet/in bay/on accessible route is violation	§9.2.2 [MANDATORY]	verified
Trash, debris, spills standards	§9.2.3	verified
Bollard 24-hour assessment + 5-Business-Day remediation	§9.2.4 [MANDATORY]	verified
Pavement cracks-over-half-inch + striping annual minimum	§9.2.5	verified
Lighting 5-Business-Day repair + monthly night-walk [RECOMMENDED]	§9.2.6	verified
Landscaping standards	§9.2.7	verified
Signage 15-calendar-day replacement + safety signage on detection	§9.2.8 [MANDATORY]	verified
Security systems 5-Business-Day restore or vendor SLA, whichever shorter	§9.2.9 [MANDATORY]	verified
Daily Partner Portal dashboard check + weekly Tesla-app verification	§9.3.1 [MANDATORY]	verified
6-step fault escalation procedure	§9.3.2	verified
No marking out-of-service unless HiON directs	§9.3.2 [MANDATORY]	verified
2 [MANDATORY] site-access standards + False Call-Out exposure	§9.3.3	verified
3 [MANDATORY] §9.4 uptime/reporting standards + 10-BD monthly report review	§9.4	verified
Excuse Event real-time documentation [MANDATORY]	§9.4	verified
4 seasonal readiness checklists (Autumn, Spring, Summer, Severe Weather)	§9.5	verified
Severe weather [MANDATORY] — no operation with apparent safety hazard	§9.5.4	verified

Outstanding unverified items

#	Claim	Primary source	Resolver
M10.OUT.01	MSA Uptime Guarantee mechanics	MSA primary	Jim Frank / Joe Frank
M10.OUT.02	MSA Excuse Events specific definitions	MSA primary	Jim Frank / Joe Frank
M10.OUT.03	MSA False Call-Out specific mechanics	MSA primary	Jim Frank / Joe Frank
M10.OUT.04	Site Design Manual illuminance specifications, ice-melt compatibility list	Partner Portal	Tony Cuomo / Eng & Design Review

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Section 12 · Change log

Version	Date	Author	Changes
v0.1	2026-05-19	Claude (draft)	Initial draft against Operations Manual v1.0 Working Draft. All Manual citations verified. Four outstanding items defer to MSA and Partner Portal Site Design Manual primary. The §9.1 maintenance division is the foundational discipline for the entire operate-phase content.