Client Documentation SOP #

PrecisionTech Consulting — Internal Operations SOP

Document Category: Internal Operations | Status: Active | Version: 1.0

Purpose #

This SOP defines the standard process for creating, maintaining, reviewing, and protecting client documentation. The purpose is to ensure client information is accurate, secure, searchable, and useful for support, onboarding, offboarding, escalation, cybersecurity, bookkeeping, and account management workflows.

Scope #

This procedure applies to all client documentation maintained by PrecisionTech Consulting, including technical records, Microsoft 365 details, user records, device information, vendor contacts, network details, security controls, backup information, bookkeeping records, website details, escalation contacts, and client-specific operational notes.

Client Documentation Objectives #

• Maintain accurate client records for support and service continuity.
• Reduce dependency on memory, informal notes, and individual knowledge.
• Improve ticket resolution speed and escalation quality.
• Support secure access management and client offboarding.
• Provide consistent documentation standards across all clients.
• Support cybersecurity, backup, vendor, and change management workflows.
• Ensure client information is reviewed and updated regularly.

Critical Documentation Principle #

Client documentation should be complete enough that another authorised technician can support the client without relying on undocumented verbal knowledge. Sensitive information must be protected and should never be stored in plain text SOPs or unsecured notes.

Client Documentation Categories #

• Client Profile: Business name, contacts, locations, authorised approvers, and service scope.
• Identity and Access: Microsoft 365 tenant, users, admin roles, MFA status, access exceptions.
• Devices and Assets: Workstations, laptops, servers, printers, network devices, and ownership details.
• Network and Internet: ISP, router, firewall, Wi-Fi, DNS, IP information, and connectivity notes.
• Email and Collaboration: Microsoft 365, mailboxes, shared mailboxes, aliases, distribution groups, Teams, SharePoint, OneDrive.
• Security Controls: MFA, endpoint protection, password practices, backups, security exceptions, incident history.
• Backup and Recovery: Backup platform, protected systems, retention, restore-test notes, backup contacts.
• Website and Domains: WordPress, hosting, DNS, domain registrar, SSL, plugins, theme, and admin access notes.
• Vendor Records: Third-party providers, licensing, software subscriptions, support contacts, renewal dates.
• Bookkeeping Records: Accounting platform, BAS cycle, payroll notes, accountant contact, financial workflow notes where applicable.

Client Documentation Procedure #

Step 1 — Create or Confirm Client Record #

Create a client record during onboarding or confirm the existing record is current before making changes. Use the client’s official business name consistently across all systems.

Step 2 — Record Client Profile Information #

Document the core client profile.

• Legal business name.
• Trading name, if different.
• Main contact.
• Authorised approvers.
• Billing contact.
• Technical contact.
• Business locations.
• Service scope.
• Support hours or special instructions.

Step 3 — Record Microsoft 365 and Identity Information #

Document Microsoft 365 tenant and identity details where applicable.

• Tenant name and primary domain.
• Admin portal access owner.
• Global administrator accounts.
• User list or reference location.
• MFA status.
• Security Defaults or Conditional Access status.
• Shared mailboxes and distribution groups.
• Licensing summary.

Step 4 — Record Device and Asset Information #

Document client-owned and supported assets.

• Device name.
• Assigned user.
• Serial number.
• Operating system.
• Warranty status, if known.
• Endpoint protection status.
• Encryption status, if applicable.
• Deployment or replacement date.

Step 5 — Record Network and Connectivity Details #

Document key networking information required for troubleshooting.

• Internet provider.
• Router or firewall model.
• Public IP, if relevant.
• Wi-Fi networks.
• DNS provider.
• Network diagram location, if available.
• VPN or remote access details, if applicable.

Step 6 — Record Backup and Recovery Information #

Document backup coverage and recovery expectations.

• Backup platform.
• Protected systems.
• Backup schedule.
• Retention period.
• Last verified backup date.
• Restore-test status.
• Backup escalation contact.

Step 7 — Record Security Controls #

Document the client’s security baseline and exceptions.

• MFA coverage.
• Administrator accounts.
• Password manager usage.
• Endpoint protection.
• Known security exceptions.
• Previous incidents.
• Security recommendations.

Step 8 — Record Website, Domain, and Hosting Details #

For website clients, document website infrastructure and access details.

• Domain registrar.
• Hosting provider.
• DNS provider.
• WordPress admin access owner.
• Theme and critical plugins.
• Backup method.
• Security plugin.
• SSL status.

Step 9 — Record Vendor and Licensing Information #

Document vendors that affect client support or business continuity.

• Vendor name.
• Service provided.
• Support contact.
• Account owner.
• Renewal date.
• Client impact.
• Escalation path.

Step 10 — Apply Security and Storage Rules #

Ensure sensitive information is stored only in approved secure locations. Do not place passwords, recovery codes, API keys, or secrets in plain text documentation.

Step 11 — Review for Completeness #

Compare the documentation against the checklist below and update missing or outdated items.

Step 12 — Schedule Review #

Schedule recurring documentation reviews based on client complexity, support activity, and risk level.

Information That Must Not Be Stored in Plain Text #

• Passwords.
• MFA recovery codes.
• API keys.
• Secret keys.
• Banking credentials.
• Client tax portal credentials.
• Private keys or certificates.
• Unencrypted backup encryption keys.
• Any sensitive credential that should be stored in an approved password manager or secure vault.

Client Documentation Record Template #

Escalation Triggers #

• Client documentation is missing for a supported environment.
• Administrator access exists but is not documented.
• Client credentials are found in plain text.
• Backup coverage is unknown or undocumented.
• Security exceptions have no owner or review date.
• Former staff, contractor, or vendor access is still documented as active.
• Client contact or approver information is outdated.
• Critical vendor or domain renewal information is missing.
• Documentation gaps affect support, billing, security, or incident response.

Review Frequency #

• During onboarding: Create baseline client documentation.
• After major changes: Update relevant records immediately.
• Quarterly: Review high-risk or actively supported clients.
• Biannually: Review standard support clients.
• During offboarding: Confirm access removal and archive required records.
• After incidents: Update affected security, backup, and access documentation.

Completion Checklist #

• Client profile documented.
• Authorised approvers documented.
• Service scope documented.
• Microsoft 365 or identity information documented where applicable.
• Admin accounts documented securely.
• Device and asset information documented.
• Network and connectivity details documented where applicable.
• Backup and recovery information documented.
• Website, domain, and hosting details documented where applicable.
• Vendor and licensing information documented.
• Security exceptions documented with owner and review date.
• No passwords or secrets stored in plain text.
• Documentation gaps recorded.
• Next review date scheduled.

Document Control #

Owner: PrecisionTech Consulting

Applies To: Client Documentation, Internal Operations, Service Desk, Cybersecurity, Bookkeeping Support, Vendor Records

Review Frequency: Quarterly or after onboarding, offboarding, incident, or major client change

Last Reviewed: [Insert Date]

Version: 1.0