Access & Invites (User Accounts & Slack)

Account Creation

• HR / Onboarding is responsible for creating Slack accounts for new employees.
• Do not invite Customers / External Users to Slack.
• Most customer needs can be handled directly in the app.
• If needed, offer a demo to show the requester how to use the app and submit requests.

Employment Verification

• IT is responsible for verifying employment status before a Slack account is provisioned or maintained.

Channel & Role Management (Support)

• Once a Slack account has been created, Customer Support can assist with:
  • Adjusting channel memberships
  • Updating user roles within Slack
• Support should not create Slack accounts — this must go through HR / Onboarding.

• All app invites and project access requests must be approved by a User Account Approver.
• Reference the Customer Responsibility Matrix to verify approvers.

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Standard Workflow:

1. Access request is received by Customer Support / Data Support II.
2. Check the Customer Responsibility Matrix to confirm whether the requester is a designated User Account Approver.
3. If requester is an Account Approver
   1. Access can be approved and processed.
4. If requester is NOT an Account Approver, but an approver exists for the site/project
   • Loop in the approver and request explicit acknowledgment/approval before proceeding.
5. If no approver is listed for the project/site
   • Begin the approver identification process.
   • Contact someone on the customer team to identify approvers.
   • Ops may be used to gather the initial POC if no customer POC is known.
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• The Customer Responsibility Matrix must be kept current to ensure proper approval workflows.
• When new approvers are identified or approver changes occur:
  1. Update the matrix immediately with the new approver information.
  2. Document the change with date and source of information.
• Future State: The Customer Responsibility Matrix will eventually be moved to HubSpot for centralized record-keeping of approvers.

• Sitemetric employees are exempt from approval requirements at this time.
  • They do not need approval

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• Exception:
  • Black & Veatch projects → Access must be requested and approved for:
    • Internal employees
    • External users
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• Sitemetric employees must not request customer access on behalf of customers.
  • All customer access must be approved by a customer representative, per the responsibility matrix.
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• 3rd party security vendors/contractors (even if contracted through Sitemetric) are not treated as Sitemetric employees for access approval purposes.
• App invite requests for contracted 3rd party security must follow the same User Account Approver policy as any other external user:
  • Verify the requester is a designated User Account Approver in the Customer Responsibility Matrix, or
  • Obtain explicit approval from a listed approver before proceeding.

• You may receive requests to add employees to the Leadership Hub in the app.
• Granting access requires both of the following:
  • Access to the topmost Sitemetric site (TX30528505)
  • The product feature Pages
• Before granting access, confirm the person is a Shift Lead, Site Logistics Lead, or higher.
  • If you need help verifying the requester's role, escalate to Nate.

Sitemetric App Invites Procedure

• App Support
  • No Slack invites
• Customer-driven access
• Customer-approved customer access
• B&V projects require approval for everyone

Owner: Customer Support

Applies To: All access, invite, and permission-related requests