Operations

SOPs, workflows, and internal processes for running the Hiro ecosystem.

Outlet Onboarding

New outlet onboarding is Hiro-assisted — the Hiro team handles the full setup end-to-end:

1. Site survey — confirm machine models, outlet layout, and connectivity
2. Hardware installation — Hiro team installs Hiro Link boards inside each machine and, if applicable, the Hiro Kiosk terminal
3. Platform configuration — outlet registered in Hiro Platform, machines assigned, pricing configured
4. Merchant setup — operator account created, Hiro Live app installed and walked through
5. Go-live check — test wash run on each machine to confirm activation chain end-to-end

Support

Hiro runs two distinct support tracks with different maturity levels:

End-Customer Support — 24/7 Live CS

End consumers (App and Kiosk users) have access to a 24-hour customer support team, reachable via:

Channel	Use Case
WhatsApp	Default channel for most issues
Phone call	Real-time / urgent issues at the outlet

CS handles failed activations, payment issues, and refunds. They have remote machine control and direct refund authority (see Activation Chain — Latency & Failure Recovery below).

Merchant Support — Manual (admin contact)

Merchants currently reach Hiro support by manually contacting the admin team — there is no formal ticketing system or self-serve portal yet. Automation of merchant support is on the roadmap but still being designed.

Known gap: merchant support is the next operational workflow to be automated. Current state is functional but doesn't scale.

Incident Handling

When a machine fault occurs, the typical escalation path is:

Customer notices issue during wash
  → Reports via Hiro App (in-app support / feedback)
    → Hiro support team notified
      → Escalated to merchant via WhatsApp if hardware action needed
        → Merchant attends to machine or contacts Hiro for on-site support

Merchants can also proactively spot issues via Hiro Live, which shows real-time machine status across their outlet.

Activation Chain — Latency & Failure Recovery

Expected Latency

Metric	Target
Typical activation delay	2–3 seconds from payment success to machine start
Maximum acceptable delay	< 10 seconds

Payment Succeeded but Machine Didn't Start

If activation fails, the customer contacts the 24/7 customer support team. CS follows this decision tree:

Customer reports machine not activated
  → CS attempts remote re-activation of the same machine
    ├─ Success → resolved
    └─ Fails
       → CS tries activating another idle machine at the same outlet
          ├─ Success → resolved (customer moved to working machine)
          └─ Fails
             → Diagnosis: outlet-wide issue (network or Hiro Link failure)
                → CS issues refund

Refund Authority

CS has two refund paths, with different authority levels:

Refund Target	Authority	Process
Back to App wallet	CS-level	CS executes directly, instant credit
Back to bank account	Finance approval required	CS submits request, finance processes

Refunding to the App wallet is preferred because it's instant and keeps the customer in the ecosystem. Bank refunds are reserved for customers who explicitly request it.

Planned Pages

• [ ] Machine troubleshooting guide (by fault type)
• [ ] Escalation matrix and SLA targets