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Support Visit Document – Internal User Guide

The Support Visit document provides an auditable, consistent process for managing on-site support visits. It ensures internal approval is gained before dispatch, documents all work carried out, and captures both staff and client sign-off. This process protects both DisplaySweet and the client, and ensures accurate records are stored in HubSpot. This article explains when the document is required, how it is created and approved, and the full signing and storage process.

When to Use the Support Visit Document

Mandatory whenever an on-site support visit is required.

Before dispatching a team member:

  • Approval must be obtained from:

    • AV Manager

    • Project Management (PM) Team

This ensures:

  • The visit is justified

  • Costs are reviewed and accounted for

  • A Change Request (CR) is raised if necessary

Only once internal approval has been granted should the support workflow be initiated in HubSpot.

How the Document Is Created

The Support Visit document is generated automatically via the Support Workflow in HubSpot.

Steps:

  1. Open the relevant Deal in HubSpot.

  2. Start the Support Workflow.

  3. Complete all mandatory workflow questions.

  4. Submit the workflow.

Once submitted:

  • HubSpot generates the Support Visit document automatically.

  • The document is attached to the Deal record.

  • Deal tokens populate fields including:

    • Site address

    • Contact details

    • Ticket references

    • Support issue summary

Information Captured in the Document

The Support Visit document includes:

  • Site name and location

  • Site contact details

  • Planned date of site visit

  • Issue description

  • Actions taken remotely

  • Related ticket or CR reference

  • Pre- and post-visit photos

  • Detailed log of on-site actions

  • Status of issue resolution

  • Recommendations for next steps

Signing Process (Ordered Signing)

The document is signed using PandaDoc with an ordered workflow:

1. On-Site Personnel

  • Completes the document during or after the visit

  • Uploads photos, notes, and work completed

  • Signs the document

2. Client

  • Receives the document after on-site completion

  • Reviews and signs to confirm:

    • Work has been completed satisfactorily

    • Issue is resolved (or next steps agreed)

    • Support request is closed

Document Storage and Distribution

Once both parties have signed:

  • A PDF of the completed document is:

    • Automatically saved back into HubSpot

    • Attached to the original Deal

  • A copy is emailed to the client for their records

This ensures:

  • Internal storage for compliance and future reference

  • Client has formal confirmation of resolved works

  • Signed evidence protects both parties

Why Client Sign-Off Matters

Client countersignature is required to:

  • Confirm satisfaction with completed work

  • Verify that site visit objectives have been achieved

  • Close the support case formally

  • Protect both DisplaySweet and the client from future disputes

Internal Notes and Guidelines

  • All team members attending site must be trained on how to complete and submit the document.

  • A support visit cannot be considered closed until:

    • The document is fully completed

    • Both internal and client signatures are captured

  • PMs should review completed forms regularly for quality control.

  • If a client refuses to sign, escalate to the AV Manager and PM Team immediately.