Sivva — Tenant manual

Recommended first-login sequence

Do these in order; later steps depend on earlier ones.

1. Sign in. Open the URL from your welcome email and enter your work email plus the temporary password. The sign-in screen lives at /app/login on your Sivva subdomain.
2. Change your password. When Sivva sees you signed in with a temporary password, it asks you to set a new one straight away. Choose something long that you do not use anywhere else. A password manager (a small app that remembers passwords for you, such as 1Password, Bitwarden, or the one built into your phone or browser) makes this easier and safer than writing the password down.
3. Turn on multi-factor authentication. Open your account page (top-right of the screen, your initials), find the Security tab, and follow the on-screen steps. Sivva shows a QR code; scan it with an authenticator app on your phone (free apps that generate a fresh six-digit code every thirty seconds — common examples are Authy, Google Authenticator, Microsoft Authenticator, 1Password, and the codes built into iCloud Keychain or Bitwarden). Enter the six-digit code from the app to prove the link worked, then save the backup codes Sivva shows you next somewhere that is not on the same phone — print them, write them in a notebook, or save them in a password manager. You will need a backup code if you ever lose access to the authenticator app.
4. Add your name, mobile number, and a photo. Still on the account page, fill in your contact details. The photo is optional but useful: it shows next to your name on the schedule view, on jobs you are assigned to, and on the customer-facing portal if your account has it switched on, so colleagues and customers recognise you quickly.
5. Check the modules and features your workspace has. The Owner of the account can see, in Settings, which Sivva modules are switched on for your team (modules are the optional feature sets — Stock, Quoting, Invoicing, Customer Portal, and so on). If something you expected to see is not there, the Settings area is where you turn it on, or where you check whether it is included in your current plan — see § 13 Settings for the full tour.

If something does not work on your first day

A few problems come up often enough to mention up front.

• I never received the welcome email. Check your spam or junk folder first — the email comes from [email protected]. If it is not there, ask your Sivva contact to confirm the email address the workspace was set up against; a typo in the setup address is the most common cause.
• The temporary password does not work. Make sure you are typing it exactly as the email shows — passwords are case-sensitive and Sivva-generated ones contain mixed letters, digits, and symbols that can be easy to mistake. If it still does not work, use the Forgot password? link on the sign-in screen; it sends a single-use reset link to your email that expires within an hour.
• The sign-in screen says my password is right but the multi-factor code is wrong. Authenticator codes refresh every thirty seconds, so a code can expire while you type it. Wait for the next code and try again. If your phone's clock is more than a minute off, the codes will all be wrong until you fix the time setting — turn on "set time automatically" in your phone's settings.
• I have lost the phone with my authenticator app. Use one of the backup codes from your first-login setup — each works once. If you do not have your backup codes either, contact your Sivva contact; they can help you reset multi-factor authentication after confirming who you are.

What the welcome email actually contains

The email template names you, your business, the sign-in URL, a temporary password, and a single sign-in button that opens the URL in your default browser. It does not contain a multi-factor setup link — multi-factor enrolment happens after you sign in and change your password, on the account page, so that an email forwarded to the wrong person never carries everything an attacker would need at once.

Cross-references

• Account settings, password changes, MFA setup in depth: § 3 Your account, password, and multi-factor authentication.
• The wider tour of the screen you land on after signing in: § 2 Dashboard tour.
• Turning modules on or off: § 13 Settings.
• Glossary of Sivva terms used above: § 18 Glossary and where to get help.

What the landing page shows you

The landing-page panels differ by role so each user sees the work that is theirs to do first. The exact set of panels is also shaped by which modules are enabled (so if you do not have Quoting switched on, the "outstanding quotes" panel does not appear) and by the plan tier your account is on (higher tiers add panels such as live KPI charts).

• Owner and Admin. A summary across the whole business: today's job count, this week's job count, outstanding quotes and invoices if those modules are on, recent customer activity, and any items needing approval (such as timesheets or expenses). Owners see a small revenue snapshot above the job count when invoicing is enabled.
• Desk operative (the office staff who plan engineers' days). Today's jobs grouped by engineer, jobs that are unallocated and need someone assigning to them, jobs whose service-level deadline is approaching, and customer messages that need a reply. The unallocated bucket is meant to be empty by mid-morning; if it is not, that is the first thing to look at.
• Mobile engineer (on the desktop site). Their own jobs for today and the next two days, with the route shown on a small map if the GPS module is on. Most engineers will not see the desktop dashboard often — Sivva automatically sends them to the mobile app on sign-in — but the desktop landing page is there as a fallback.

The side menu, top to bottom

The side menu groups every area of Sivva into themed sections so you do not have to remember exact page names. The groupings are stable across roles, but the items inside each group depend on which modules your account has switched on. The groups, in order, are: Operations (live ops, performance, live tracking), Work (jobs, scheduler, timesheets, operatives), Assets (PPM schedules, systems, internal assets, projects), Customers (customers, suppliers, address book, customer portal), Financials (quotes, customer POs, invoices, job costing), Purchasing & pay (purchase orders, supplier bills, pay run), Stock (stock control, field stock), and Documents (documents, false alarms, compliance). What appears in your menu is the intersection of the role you have, the modules enabled on the account, and your plan tier — so two people in the same business often see slightly different menus.

The top bar and account menu

The top bar carries Sivva's "global" affordances. Search (top-left) finds jobs, customers, sites, quotes, and invoices by number or name from anywhere in the app. Quick-add (the + button) opens a small menu of the most-used "create new" actions for your role — create job, create customer, create site — without leaving the page you are on. Your initials (top-right) open the account menu, which has your profile and Security settings (covered in § 3), Settings for the whole account (covered in § 13, Owners and Admins only), and a Sign out option. The bell icon shows alerts when there is something needing your attention — an SLA about to breach, a customer message, a failed sync from the field.

"What is missing from my dashboard?"

If a panel or a side-menu item you expected to see is not there, the cause is almost always one of three things, in descending order of frequency. First, the relevant Sivva module is not switched on for your account — ask an Owner or Admin to check the Modules tab in Settings (§ 13). Second, the module is on but your role does not have permission to see it — ask an Owner or Admin to review your role in § 5. Third, you are signed in to the wrong account (rare, but it happens when someone has accounts on both a live and a sandbox Sivva); check the business name in the top bar matches your business.

Cross-references

• Turning modules on and off: § 13 Settings.
• Roles and what each role can see or do: § 5 People, teams, and roles.
• The mobile app for field engineers: § 11 Mobile app.
• Job lifecycle, which the dashboard panels summarise: § 6 Jobs.

Changing your password

The Security tab on your account page has a Change password section. Sivva asks for your current password (to prove you are still you, in case someone has wandered up to your unlocked screen), then a new password twice. The new password must be at least twelve characters long and must not be one of the most common passwords on the public lists Sivva checks against. There is no enforced rotation — you do not need to change your password on a schedule — but you should change it immediately if you think anyone else has seen it.

Sivva does not store your password in a readable form. When you set a new password, Sivva runs it through a one-way scramble (a process called password hashing) and only keeps the scrambled version; even Sivva's own staff cannot read your password back out. That is also why we cannot send you your existing password if you forget it — we do not have it — only a reset link to set a new one.

Forgot password

From the sign-in screen, Forgot password? sends a single-use reset link to your work email. The link is good for one use and expires within the hour. If the email has not arrived after a couple of minutes, check your spam folder; if it is still missing, your Sivva contact can confirm the email Sivva has on file for you (a typo in the address is the most common reason).

Turning on multi-factor authentication

Multi-factor authentication (MFA — sometimes called two-factor authentication or 2FA) means signing in needs two things: something you know (your password) and something you have (your phone, which generates a fresh six-digit code every thirty seconds). Even if someone gets hold of your password, they cannot sign in without the code from your phone. Some Sivva accounts are set up with MFA mandatory for all users; if that is the case for yours, Sivva will walk you through the setup the first time you sign in and you cannot skip it.

To enrol, open the Security tab on your account page and choose Set up authenticator app. Sivva shows a QR code. Open an authenticator app on your phone (such as Authy, Google Authenticator, Microsoft Authenticator, 1Password, or the codes built into iCloud Keychain or Bitwarden) and use it to scan the QR code. Your authenticator immediately starts showing a six-digit code that changes every thirty seconds. Type that code into Sivva to prove the link worked. Sivva then shows you a list of one-time backup codes — save these somewhere that is not on the same phone (a notebook, a password manager, a printed copy in a drawer). You will need them if you ever lose or replace the phone.

If you cannot use an authenticator app, Sivva offers an email-code fallback — choose I cannot use an authenticator app on the setup screen and Sivva will instead email you a fresh six-digit code each time you sign in. The authenticator-app route is more secure (the codes never leave your phone) and is what Sivva recommends.

If you lose access to your authenticator

If you still have your phone but have changed authenticator apps, or have a new phone, set up MFA again from the Security tab on your account page — Sivva replaces the old enrolment with the new one. If you no longer have access to the phone at all, sign in with one of the backup codes you saved when you first enrolled (the sign-in screen has an Use a backup code link beside the code prompt). Each backup code works once, then is consumed; if you have used most of them, generate a fresh batch from the Security tab afterwards. If you do not have backup codes either, contact your Sivva contact. They will check you are who you say you are and then help you reset multi-factor authentication so you can enrol again.

Your name, photo, and contact details

The Profile tab on your account page is where you set the name Sivva shows to colleagues, your mobile number (used for SMS alerts if your account has those switched on), and your photo. The photo is small — an avatar — and is shown next to your name on the schedule view, on jobs you are assigned to, and on customer-facing screens if your account has the customer portal switched on. A clear face shot is more useful than a logo.

Devices and sessions

The Sessions tab lists every device currently signed in to your account: each device's rough type (Windows, Mac, iPhone, Android, …), the city the sign-in came from, and the last time it was active. You can sign out any single device with the button next to it — useful if you have left yourself signed in on a colleague's laptop or a public computer. Sign out everywhere at the bottom signs out every device, including the one you are currently using; you will be sent back to the sign-in screen and need to sign in again. This is the right thing to do if you think anyone else has signed in as you, or if a phone or laptop has been lost or stolen.

What Sivva keeps a record of

Each meaningful security event on your account is recorded in Sivva's audit log so that an Owner or Admin can investigate if something looks odd. The events Sivva records on your behalf are: sign-in (with the rough location), sign-out, password change, multi-factor turned on or off, backup-code use, and session revoked. The log does not contain your password, your multi-factor codes, or your backup codes — only the fact that the event happened, when, and from where.

Cross-references

• First-time login and the welcome-email flow: § 1 Welcome and first login.
• What Sivva holds about you as a person: § 16 Data privacy.
• What happens to your data when you leave a Sivva account: § 15 What happens when you leave.
• Adding and removing colleagues, changing their roles: § 5 People, teams, and roles.

Adding a Site

From the Sites page, + New Site (top-right) opens the new-site form. Pick the Customer first (the Parent Org field) — once a Customer is selected, Sivva narrows the rest of the form to that Customer's defaults. The minimum is a Label/Name and an address; everything else (Site Type, Status, contact name, phone, email, payment notes, internal notes) is optional and can be filled in later.

The address field has a built-in postcode lookup: start typing a postcode (UK or international) and Sivva offers matching addresses in a drop-down. Choose one and the Address Line 1, Address Line 2, City, County, Postcode, and Country fields fill in automatically. You can still type any address by hand if the postcode lookup does not find what you need (a brand-new build, a site without a delivery address) — switch off the lookup with the toggle by the address field and type freely. The lookup is provided by a third-party address-data service Sivva uses behind the scenes; see § 16 for the data-sharing detail.

Bulk-importing Sites and Assets

If you are coming to Sivva from another system (a spreadsheet, an older field-service tool, a customer's own export) the Imports page handles bulk loads in one go. Open Imports from the main navigation, pick the entity (Sites, Assets, Customers, …), upload a CSV, and Sivva offers a column-mapping screen where you match your columns ("Building Name", "Postal Code", …) to Sivva's fields ("Label / Name", "Postcode", …). Mappings can be saved and re-used so the next month's import is one click. If your source already has a known shape (an export from CASH, a standard PPM spreadsheet) Sivva pre-fills the mapping for you.

Sivva runs the import in the background and shows progress as it goes. When it is finished, every imported row appears on the relevant page, and the Imports page shows the count of rows imported, the count of rows skipped, and a downloadable error report listing exactly which rows had problems and why (a missing required field, a duplicate detected, an unknown Customer reference). Sivva keeps every past import in the history list so you can see what was added, when, and by whom — useful months later when you are trying to remember how a particular batch arrived.

Duplicate handling is conservative by default: Sivva matches incoming rows against existing Sites on a combination of Customer + address + label, and skips a row that looks like an existing one rather than creating a second copy. The error report flags every skipped row so you can review and re-import deliberately if any of them were in fact new Sites that just happened to share an address.

Recording Assets on a Site

Open any Site and scroll to the Systems / Assets section. Add System opens a system-type picker (Intruder Alarm, Fire System, CCTV, Access Control, Boiler, … — the list is whatever your account has set up). Pick a type, fill in the per-Asset fields, and the Asset is recorded on that Site. Common fields across most Asset types are Label / Name, Make/Manufacturer, Model, Serial Number, Install Date (or Takeover Date if you inherited the equipment from a previous maintainer), and Notes. Each system type can have its own extra fields (a fire alarm might capture the panel make and zone count; a boiler might capture the model number and last gas-safety check) — configure these in the Modules / Settings area covered in § 13.

From the Assets list at the top-level Assets page (rather than the Site detail page) you can see every Asset across every Site, filter by type, by Status (Active, Faulty, Decommissioned, In Maintenance), by Severity, or by Next Service date. The same page is where you log a fault or a maintenance entry against an Asset — Fault & Maintenance Log on any Asset row records what was found and links it to a Job for follow-up.

Equipment Tracking and recurring service dates

If the Equipment Tracking module is on for your account, every Asset can carry a Next Service date. When that date arrives, Sivva can create a Recurring Job automatically against the right engineer, on the right Site, for the right Asset — this is the link between the per-Asset record and the schedule covered in § 7. If the module is off, the Assets list still works and you can record service dates manually, but Sivva will not create Jobs from them automatically — you would put them on the schedule by hand. Turn the module on from the Settings area or ask your Sivva contact if you are unsure whether you have it.

Edit history on Sites and Assets

Sivva keeps an audit trail on every Site and every Asset just as it does on every Job. Open a Site (or an Asset) and choose the History tab to see every change since the record was created: the field that changed, the value before, the value after, who made the change, and when. The trail survives for the life of your account's data-retention window — see § 15 for the calendar timing — and is included in any export. The trail is what a customer dispute settles against ("the install date was changed on this fire panel last September") and is also what a regulator reviews if your industry is one that requires service-history evidence (intruder alarms, fire systems, gas appliances).

Suspending a Site

A Site can be moved to Archived status when it is no longer worked at — the customer closes a branch, sells a property, ends a contract on a single building. The Site stays in Sivva so the history of past Jobs at that address is preserved (and so any future Jobs raised against it by mistake are clearly flagged) but it drops out of the default Sites list and the Customer's site count. Reverse with the Restore action. Hard removal of a Site is by request — we keep the record so your history stays intact; see § 15 for how to request a full removal.

Cross-references

• Putting a Job on a Site and scheduling it: § 6 Jobs.
• Per-Asset service dates and the recurring schedule: § 7 Schedules and recurring work.
• Turning per-Asset modules (Fire, Intruder, CCTV, …) on or off: § 13 Settings, branding, terminology, modules.
• What the address-search lookup shares with the third-party service: § 16 Data privacy.
• How long Site, Asset, and import history is retained: § 15 What happens when you leave.

What each role can do

Roles are layered — each role can do everything the role below it can, plus more.

• Mobile Engineer. Can sign in to the mobile app and see Jobs assigned to them, capture their work on site (photos, notes, signature, parts used, the job sheet), open the Sivva web app to see their schedule and their own timesheets, and change their own password and multi-factor settings. Cannot see other engineers' Jobs unless your account has explicitly opted in to a wider team view; cannot see prices, invoices, customer financial data, or other users' details.
• Desk Operative. Everything a Mobile Engineer can do, plus: see and edit every Job for every engineer; build the schedule; create and edit Customers, Sites, Assets, and Quotes; raise Purchase Orders; approve timesheets and run pay; talk to customers via the messaging tools; access reports and exports. Cannot manage other users' accounts, cannot change Sivva-wide settings, and cannot see the account's billing with Sivva.
• Admin. Everything a Desk Operative can do, plus: invite, suspend, and change the roles of other users; turn modules on and off; change branding, terminology, and account-wide settings; see financial overviews; manage custom roles if your account has the Roles & Permissions module on. Cannot change the Sivva plan, cannot change the Owner, and cannot remove the Owner's account.
• Owner. Everything an Admin can do, plus: change the Sivva plan (upgrade, downgrade, cancel), change the billing contact and payment method, and require multi-factor authentication for the whole account. There is one Owner per Sivva account. Ownership can be transferred (ask your Sivva contact) but cannot be split.

If your account has the Roles & Permissions module on, you can also create custom roles (e.g. "Stores", "Helpdesk supervisor", "Field team leader") that pick and choose individual permissions. Custom roles fit between the standard ones — a custom role cannot grant more than the role of the person creating it. See § 13.

Inviting a new user

Open Settings → Users and choose Add user. The form asks for the person's name, work email, and a role (Mobile Engineer is the default, since that is the largest team in most accounts). Save and Sivva sends the same welcome email covered in § 1 — the sign-in URL, the username, and a single-use invite link the user clicks to set their own password. The invite link is good for seven days; after that it expires and the user asks an Admin (or your Sivva contact) for a fresh one. The Resend invite control on the Users tab takes care of this in one click.

You can add a user without sending the email by clearing the "Send invite email" checkbox — useful when you want to add a batch of users and follow up with welcome messages later in your own way. The user's account exists but has no password set; resend the invite when you are ready for them to sign in.

Changing someone's role

From the Users tab, choose the user and pick a new role from the Role dropdown. The change takes effect on the user's next page load — Sivva signs them out of any current session as a safety measure so the new role is applied cleanly from a fresh sign-in. Tell the user before you change their role: their experience is "I was working, and now I am signed out", which is jarring without warning.

The same rule applies in reverse: if a user has too much access for what they need, change them to a smaller role rather than leaving the larger role in place. Sivva keeps every role change in the audit log so a later review can see exactly when each change was made and by whom.

Suspending someone vs removing them

When someone leaves, suspend their account. From the Users tab, choose the user and use the Suspend control. Suspension does two things at once: it prevents the user from signing in (any current session is ended immediately and any future sign-in is refused), and it keeps the user's record so the Jobs they created, the timesheets they submitted, and the audit-log entries against their name all stay intact and readable. From your point of view it is as if the user has clocked off permanently; from the data's point of view nothing has been lost.

This is by design. Sivva does not offer a one-click "delete user" in the Users tab because deleting the row would orphan everything the user touched — a Job created last March would suddenly show no creator; a timesheet approval would lose its approver. Suspending preserves the history; that is the right answer for almost every leaver.

If you do need a user fully removed from your account — usually because the person has invoked their data-erasure rights under data-protection law — ask your Sivva contact. They will run the removal flow on your behalf, which carefully unlinks the user from their history (the audit-log entries are rewritten to show "Former user" rather than disappearing) and then permanently removes the record. See § 16 for the data-erasure detail.

A suspended user can be reactivated at any time with the Reactivate control on the same row — useful for seasonal staff who come and go, or for an employee who is on a long career break.

Resetting a colleague's password

From the Users tab, the Reset password control on any user's row generates a fresh invite link and emails it to that user. Their existing password stops working immediately and any current session is ended — tell them before you do this, otherwise they will lose unsaved work. You can also tick "Also reset their multi-factor" if the person has lost their authenticator phone and cannot use a backup code — this wipes their multi-factor enrolment so they can set it up afresh from the new sign-in (and is what your account requires, if multi-factor is mandatory).

You cannot reset your own password from the Users tab — Sivva deliberately refuses this to stop an Owner or Admin accidentally locking themselves out mid-session. To reset your own password, sign out and use Forgot password? on the sign-in screen, as covered in § 3.

Plan seat limits

Each Sivva plan includes a number of active users. Suspended users do not count against the limit — you can keep a long history of past employees without paying for them.

• Starter — up to 10 active users.
• Professional — up to 30 active users.
• Business / Operations — up to 100 active users.
• Enterprise — effectively unlimited (999), with usage reviewed at renewal.
• Trial — unlimited users for the duration of the trial.

If you try to add a user and have reached your seat limit, Sivva tells you on the form — either suspend a user who no longer needs access, or upgrade your plan from Settings → Billing. See § 15 for how downgrades work if you ever shrink rather than grow.

Requiring multi-factor authentication for everyone

From Settings → Users (or sometimes from a separate Security area, depending on how your account is set up), the Owner can switch on Require multi-factor for all users. Once on, every existing user without multi-factor is asked to enrol on their next sign-in (the same enrolment flow covered in § 3) and cannot reach any other page until they finish, and every new user is taken straight through enrolment after they accept their invite. This is the strongest single security control you can apply to a Sivva account and is recommended for every account that handles customer financial data or operates in a regulated industry.

Switching it off again is also the Owner's right, and is recorded in the audit log along with who switched it off. If your account has a customer who requires multi-factor as part of their supplier security questionnaire, leaving it on is part of that commitment.

What Sivva keeps a record of

Every meaningful user-management action writes a line to the audit log so an Owner or Admin can review it later. The actions Sivva records are: invite sent, invite resent, user accepted invite, role changed (with the before and after role), password reset by an Admin, multi-factor reset by an Admin, user suspended, user reactivated. The audit log also records every sign-in and sign-out per user, with the rough city the sign-in came from. Read the audit log from the Compliance / Audit area, when your plan includes it; below the Director / Admin role the audit-log page is hidden.

Cross-references

• First sign-in and the welcome-email flow each new user goes through: § 1 Welcome and first login.
• What a user can do for themselves on their own account: § 3 Your account, password, and multi-factor authentication.
• Custom roles via the Roles & Permissions module: § 13 Settings, branding, terminology, modules.
• What happens to a user's history when they are removed (data-erasure flow): § 16 Data privacy.
• What happens when your account leaves Sivva entirely: § 15 What happens when you leave.

Creating a Job

From the Jobs page, the + New Job button (top-right) opens the new-job form. The form asks for the customer, the site (which auto-fills once the customer is chosen, or you can pick from any of that customer's sites), a short description of what is needed, a priority (P1, P2, P3, PPM, or None), and optionally an external work-order number if the customer's own system uses one. You do not need to assign the Job or schedule it at the point of creation — an unassigned Job in Unallocated status sits waiting for a Desk operative to handle it.

Jobs can also be created from outside the Jobs page: from the customer record (the + Job button on a customer's profile), from a site (likewise), from the quick-add menu in the top bar, or, if you have the right integrations switched on, automatically when a customer raises a Job in their own portal or a connected dispatch system such as Verisae (see § 12 Integrations).

Assigning and scheduling

Once a Job exists, an Owner, Admin, or Desk operative assigns it to an engineer (or a team of engineers, if the work needs more than one person) and puts it on the schedule. The Scheduler is the easiest place to do this: open the Scheduler, find the unallocated Job in the column on the right, and drag it onto the engineer's row at the time slot you want. The engineer immediately sees the Job in their mobile app, with the site address, the customer contact, and the description.

Re-assigning a Job is the same drag operation — pick it up on the calendar and drop it on a different engineer or a different time. The mobile app updates within a few seconds, and the engineer's previous schedule reflects the change. If a Job has already been started on site you cannot re-assign it without first putting it back to Allocated.

Job lifecycle — the statuses you will see

Every Job sits in one of the following statuses, in roughly this order. Statuses move forward automatically when the engineer takes action on the mobile app, and an Owner or Admin can change a status manually from the Job detail screen for the rare cases where the automatic flow misses something.

1. Unallocated. The Job exists but has not been assigned to an engineer yet. Useful for capturing a customer request before deciding who will handle it. The Desk operative's job for the morning is to clear the unallocated bucket.
2. Allocated. Assigned to an engineer and on their schedule, but they have not yet acknowledged it. The engineer's mobile app shows it on their upcoming list.
3. Acknowledged. The engineer has opened the Job and confirmed they are aware of it.
4. En route. The engineer has set off — tapped On my way in the mobile app. If the GPS module is on, this triggers an automatic "engineer on the way" message to the customer with an estimated arrival time.
5. On site. The engineer has arrived and tapped the Arrived button.
6. In progress. The engineer has tapped Start work. This records the start timestamp Sivva uses for the timesheet line and for any time-on-site report later.
7. Incomplete. The engineer has paused or left the site but the work is not finished — perhaps a part is missing, or another visit is needed. The Job stays in this state until rescheduled.
8. Completed. The engineer has finished the work, captured photos, the job sheet, and the customer's signature, and tapped Complete. Ready for office review and (if invoicing is on) for billing.
9. Cancelled. The Job has been stopped before completion, with a reason recorded. Cancelled Jobs are kept in the history; they do not vanish from reports.

Attachments, signatures, and the job sheet

While a Job is in progress, the engineer can attach photos (before, during, and after shots), notes typed on the phone or dictated into it, and the customer's signature captured on the phone screen. Photos are uploaded in the background as soon as the device has a signal; on a poor connection the upload retries automatically over the following minutes. The job sheet is Sivva's term for the structured form the engineer fills in on completion — what was done, parts used, follow-up actions — and is captured from the same screen.

Customer documents (purchase orders, site plans, risk assessments) can be attached to a Job from the office side too — the engineer sees them in the mobile app under the Job's Documents tab. Anything attached anywhere stays on the Job permanently and is part of what Sivva exports if a customer or your team ever asks for the Job's full history.

The audit trail

Every status change, every assignment, every attachment, and every edit to a Job writes a line to its audit trail. The trail is visible on the Job detail screen, under History, and shows what changed, who changed it, and exactly when. The trail survives the Job for the life of your account's data-retention window — see § 15 for the calendar timing — and is included in any export of the Job. If you ever need to settle a "what happened on this job, exactly?" question with a customer, the audit trail is the source of truth.

From Completed Job to invoice

When a Job moves to Completed status and your account has the Invoicing module switched on, the Job becomes available to invoice on the Invoices page. Depending on how your account is set up, invoices can be created one at a time from the Job detail screen, or in batches (every completed Job for a given customer in a given month, for instance). The flow is covered in detail in § 9.

Cross-references

• Schedules and recurring work: § 7 Schedules and recurring work.
• The mobile app and what engineers see on site: § 11 Mobile app.
• Customer portals and partner integrations that create Jobs automatically: § 12 Integrations.
• Turning Completed Jobs into invoices: § 9 Quotes and invoices.
• How long Sivva keeps the audit trail and attachments after a Job is closed: § 15 What happens when you leave.

The Scheduler's panels

Open the Scheduler from the main navigation. The screen is laid out in four panels:

• The main grid. Engineers down the left, time across the top. Drag the time axis left or right to move through the days; use the zoom control to switch between day, week, and month views, or to zoom in to an hour-by-hour view for a busy day.
• The unallocated queue (right-hand side). Every Job in Unallocated status sits here, sorted by priority and earliest-required-by date. Drag a Job from the queue onto an engineer's row to schedule it; the Job moves from Unallocated to Allocated and immediately appears on that engineer's mobile app.
• The filter bar (top). Filter the engineers shown (by area, by skill, by team, by who is on-call), filter the Jobs shown (by priority, by type, by customer), and switch between Saved Views. Save the view you use every morning so you do not need to set the filters each time.
• The display options. Show or hide Job-card information (priority badge, customer name, address, duration, notes icon, attachments icon) and choose how dense the rows are. A row showing only the Job's priority and start time fits more engineers on screen; a row showing the customer name and address is easier to read for a Desk Operative on a quieter day.

Conflict warnings

Sivva warns you (rather than silently letting it happen) when the schedule contains something likely to be wrong:

• Double-booking. Dropping a Job onto an engineer's row at a slot that overlaps another Job for the same engineer triggers a warning. You can override and continue (occasionally two short Jobs at the same site genuinely fit in the same slot) but the second Job's card is marked with an overlap icon so it stands out at a glance.
• Outside working hours. Each engineer has working hours configured under Engineers / Rotation. Scheduling outside those hours (e.g. evenings, weekends, the engineer's day off) triggers a warning. Override is allowed for genuine out-of-hours work; the engineer's mobile app shows the Job marked as Out of Hours so they know to claim any applicable overtime.
• Engineer marked unavailable. Holidays, sickness, training days, and other unavailability are entered against the engineer's row from the Calendar tab on their profile. The Scheduler greys out unavailable slots; scheduling into them is allowed (an emergency does what it does) but flagged.

The mobile-side cut-off — what happens for an engineer offline

The mobile app pulls the latest version of an engineer's schedule whenever it has a signal. Changes to today's schedule made on the office side appear on the engineer's mobile within a few seconds when their device is online. Engineers with no signal — in a basement, a remote rural site, on the underground — see the most recent version of their schedule that synced, and catch up automatically the moment they reconnect (a few seconds on a Wi-Fi reconnect, slightly longer on a mobile-data reconnect). For the same reason, if you reshuffle today's schedule at 09:30, an engineer who started their day at 07:00 underground and has not surfaced yet will not see the change until they have a signal. Office-side reshuffles after about 08:00 on the day of the work should be communicated by phone or message as well as in the Scheduler, for engineers with patchy signal.

Work the engineer captures offline (photos, notes, signatures, the job sheet) is also subject to a sync. The § 6 Jobs warn block above covers the protective rule: never reset a phone, uninstall the app, or sign out of Sivva on the mobile side until the sync indicator shows zero pending changes. That rule applies equally here — an engineer working a packed schedule in a low-signal area can have a meaningful backlog by lunchtime, and protecting that backlog protects the day's work.

Recurring Jobs — the PPM Schedules page

Open PPM Schedules (sometimes labelled Recurring Jobs depending on your account's terminology) from the main navigation. The page lists every recurring Job series your account has set up. For each one you can see the Customer, the Site, the Asset (if any), the frequency, the next scheduled date, and the assigned operative or team. + New Schedule creates a new recurrence.

A recurrence has the following fields:

• Title and description. What is being done — "Quarterly intruder service", "Annual gas safety", "Monthly fire-extinguisher walkround".
• Customer + Site + Asset. The "where" of the Job, identical to a one-off Job.
• Frequency. Weekly, fortnightly, monthly, quarterly, every six months, annually, or a custom cadence (every N days / weeks / months). For monthly and longer, pick the day of the month (e.g. "the 15th of every month") or the day of the week within the month (e.g. "the first Monday").
• Start date. The first occurrence's date.
• End date or "ongoing". A specific end date (useful for fixed-term contracts), a maximum number of occurrences (useful for a known number of visits), or "ongoing" with no end (useful for recurring contracts that auto-renew).
• Assigned operative. Which engineer or team gets the Job each time. Some accounts deliberately leave this empty so a Desk Operative assigns each occurrence on the day, depending on who is closest or who is free.
• Job template. The default priority, duration, and any standard notes or attached documents (a risk-assessment PDF, the standard service checklist) that should be copied onto every Job in the series.

Sivva creates the next Job in a series automatically when the prior one is marked Completed. The new Job goes into the schedule (Allocated, if a specific operative is assigned; Unallocated, if not) at its calculated date. If a series is set up with an Asset attached and that Asset has a Next Service date driven by the Equipment Tracking module covered in § 4, the recurrence aligns to that service date automatically; if not, the recurrence runs purely on its calendar frequency.

Pause or stop a series from the same page: Deactivate stops new Jobs being created without affecting any that are already on the schedule (useful when a contract is renegotiating); Archive closes the series down for good and removes it from the active list. Both are reversible — reactivate the series and Sivva resumes creating the next Job in the cycle.

Generating Jobs ahead of time

By default Sivva creates the next Job in a series when the prior one is closed. The PPM Schedules page also has a Generate jobs control that creates a batch of upcoming Jobs in one go — useful at the start of a quarter to load a customer's planned-maintenance visits into the schedule so a Desk Operative can balance the workload across the team before any of them go live. Generated Jobs are normal Jobs and can be re-assigned or rescheduled like any other.

Time zones (technical note)

Sivva stores every scheduled time internally in Coordinated Universal Time (UTC — the world's reference time) and converts to each user's local time zone for display. This is why a Job scheduled at 09:00 by a London Desk Operative is always shown at 09:00 to a Manchester engineer even when daylight-saving shifts the clock by an hour; both users are in the same time zone, but Sivva is doing the right thing in the background. For most accounts you will never need to think about this. Where it does matter is if your team works across time zones (an engineer based abroad, a customer site in the Channel Islands, an account that has expanded outside the UK) — the engineer's local time is always what Sivva shows them on their phone, regardless of where the Desk Operative who scheduled the Job is sitting.

Holidays and unavailability

From any engineer's profile under Engineers / Calendar, mark them as unavailable for a date or a date range and pick a reason (Annual leave, Sick, Training, Out of hours, Other). The Scheduler greys out the engineer's row for those dates so the team can see at a glance who is in. Existing Jobs on a now-unavailable date are flagged so a Desk Operative can re-assign them; new Jobs scheduled onto an unavailable engineer trigger the conflict warning above. Public holidays for your country can be loaded in bulk under Settings so they apply to every engineer automatically.

Cross-references

• What a Job is and how the schedule moves it through its lifecycle: § 6 Jobs.
• Recording the Sites and Assets a recurring schedule targets: § 4 Sites and assets.
• What the engineer sees on their mobile app: § 11 Mobile app.
• Branding the Scheduler, renaming "Recurring Jobs" to your team's preferred label, and switching the PPM module on or off: § 13 Settings, branding, terminology, modules.
• Customer notifications when an engineer is en route, scheduled from the same view: § 12 Integrations.

The Stock items master list

Open Stock from the main navigation. The first tab, Items, is the master list of every part your team holds. Each row is one stock item with the following fields:

• Description. A plain-English name for the part — "16mm copper compression elbow", "PIR detector — ceiling-mount", "2 amp glass fuse". Whatever an engineer will recognise on a Job.
• SKU / manufacturer code. Your own internal code or the manufacturer's part number. Used to look up the item quickly when an engineer is searching from their phone.
• Unit cost. What it costs you to buy — used in the Job's cost figure on every report later.
• Sale price. What you charge the customer for one unit. Only relevant if the Parts Billing module is on; otherwise the field is hidden.
• Reorder level. The central-stock quantity at which Sivva flags the item as needing to be reordered. Set this to the smallest quantity you would be uncomfortable holding — the Reorder Report below the items list lists everything currently at or under its reorder level.
• Supplier. The default supplier you buy this item from. Used by the Reorder Report and by the Purchase Orders area (if your account has it switched on).
• Category. A loose grouping — "Electrical", "Plumbing", "Consumables" — used for filtering and reporting.

Add a new item with + New stock item; edit an existing one by clicking its row. Each item has its own history page reachable from the row, showing every movement — received, transferred to a van, used on a Job, transferred between vans, written off — with timestamps and the person responsible.

Van stock — allocating items to an engineer

The Van stock tab (sometimes labelled Engineer stock depending on your account's terminology) lists every engineer who has stock allocated to them, with the items and quantities on each van. Add stock to a van with + Allocate to van: pick the engineer, pick the item, and enter the quantity. Sivva records the movement as a transfer from central stock to that engineer's van stock, decrementing central by the same amount.

An engineer's own van-stock list is also visible to them in the mobile app, under My van. They can see at a glance what they are carrying and how much of each item is left.

Recording parts used on a Job

On the Job detail screen (office side) or the per-Job screen on the mobile app, the Parts tab lets an engineer add parts used. They pick from the items currently on their van (the picker filters to the van-stock list by default, with an option to pick from central stock if needed), enter the quantity, and Sivva does three things at once: decrements that quantity from the engineer's van stock, adds the parts as a line on the Job (with cost and, if Parts Billing is on, sale price), and writes the movement to the audit trail.

If an engineer needs to record a part not on their van — perhaps they collected something from a supplier en route — they can add an ad-hoc parts line with a description and price; the part is captured on the Job for costing and billing but does not affect any stock counts.

Replenishment — refilling a van

Each van-stock item has its own per-engineer reorder threshold (set on the Van stock tab) separate from the central-stock reorder level. When an item on a van drops below its van-side threshold, the engineer sees a "replenishment needed" indicator against that item, and the office side sees a Replenishment Requests list under the Stock area. The office side dispatches the replenishment as a normal stock-to-van transfer the next time the engineer is in for a top-up.

The threshold is a sensible default suggestion, not a hard limit — an engineer can keep working with an item at zero on their van; they just will not be able to record that item as used on a Job until they have some in stock again, or until they pick from central as described above.

Stock-take and cycle counts

Periodically you reconcile what Sivva believes is on hand against what is actually there. The Stock take tab gives you two flows:

• Full stock take. A one-off count of everything at a chosen location (central stock, or a specific engineer's van). Sivva produces a count sheet listing every item with its current expected quantity; you enter the actual count next to each; on save, Sivva creates an adjustment movement for every line that does not match and writes a variance report.
• Cycle count. A rolling reconciliation that counts a subset of items every week or every month so you never need to do a full take. Items are picked by category, by value, or by last-counted date.

Stock takes can be performed by any Owner, Admin, or Stock-keeper-flagged operative; permission is set under Roles in § 5. Variance reports are kept indefinitely on the Stock area and feed into the same audit trail as any other movement.

The stock movements audit trail

Every change to stock — received from a supplier, transferred to a van, used on a Job, written off as damaged, adjusted up or down by a stock take, transferred between vans — writes a line to the stock movements log. The log is filterable by item, by engineer, by Job, by date range, and by movement type, and can be exported as CSV from the same screen. This is the source of truth for any "where did that part go?" question.

The two modules that govern parts behaviour

Two switches in your account's Settings control how much of the above is active:

• Stock Management module — on or off. When on, all of the above applies. When off, the Stock area is hidden, and an engineer recording a part on a Job adds a plain description-and-price line without affecting any inventory counts. Useful for accounts that subcontract or treat every part as a one-off purchase.
• Parts Billing module — on or off. When on, parts used on a Job feed into the Job's invoice automatically with the sale price from the master list. When off, parts are tracked for cost but do not flow into invoicing — you can still see the parts cost on the Job's costing line, useful for accounts that bill a fixed fee per visit regardless of parts.

Both modules are switched on or off under § 13 Settings; the Sale price field, the Parts tab on an invoice, and the Reorder Report all appear or disappear based on the module state.

Cross-references

• The Job's Parts tab and the Completed-Job-to-invoice handoff: § 6 Jobs.
• Turning parts used into invoice lines: § 9 Quotes and invoices.
• Who is allowed to perform a stock take and who can adjust stock counts: § 5 People and roles.
• The mobile-app picker an engineer uses on site: § 11 Mobile app.
• Switching the Stock Management and Parts Billing modules on or off: § 13 Settings, branding, terminology, modules.

Creating a Quote

Open Quotes from the main navigation. + New Quote opens the new-quote form. Pick the customer (this auto-fills their site list and their default contact); add the line items one at a time with a description, quantity, unit price, and tax rate; optionally add a cover note that prints on the front page of the PDF; set an expiry date by which the customer needs to accept (the Quotes list highlights expiring Quotes a week before they lapse). Save the Quote and it sits in Draft until you send it.

A Quote can have any number of lines — one per part, one per labour rate, one per discount — and lines can be grouped under headings if the quote is long. Standard line templates (often called Quote items or Catalogue items in your account's terminology) speed up repeat quotes: define your common services and prices once under Settings, and pick them from a dropdown rather than retyping every time.

Sending a Quote

From the Quote detail screen, Send emails the customer a copy of the Quote as a PDF, with the message text you set (a default template is provided; you can edit it for each Quote or set your own default under Settings). The customer receives the email from your account's branded sender address. The Quote moves from Draft to Sent and is stamped with the date and time and the email address it went to.

If your account has the Customer Portal integration on, the email also contains a one-tap link the customer can use to accept or reject the Quote without needing to reply. Acceptances and rejections come back into Sivva automatically and update the Quote's status; without the portal integration, you log the customer's response manually with the Mark as accepted or Mark as rejected button on the Quote.

From Quote to Job

An accepted Quote can be turned into a Job (or several Jobs, for multi-visit work) with the Convert to Job button on the Quote. Sivva copies the customer, the site, the description, and the line items onto the new Job, leaving the Quote in Accepted status as a permanent reference. If the work is multi-visit, you can split the lines across several Jobs at conversion time — the Quote still appears as the parent on each Job for traceability.

Creating an Invoice from a Completed Job

When a Job moves to Completed status (see § 6 Jobs) and your account has the Invoicing module on, the Job becomes available to invoice. From the Job detail screen, Create invoice generates an Invoice in Draft, pre-populated with the customer, the site, the work done, any parts used (if the Parts Billing module is on — see § 8), and any labour line.

The Invoices page also has a batch flow for accounts that prefer to invoice once a month rather than per-Job. + Batch invoice lets you pick a customer (or a list of customers) and a date range; Sivva groups every Completed-and-not-yet-invoiced Job in that range into one Invoice per customer, ready for review. This is the workflow most accounts use for monthly maintenance contracts.

Editing an Invoice before sending

While an Invoice is in Draft you can edit the lines (descriptions, quantities, prices, tax rates), add or remove lines, attach supporting PDFs (an itemised parts list, a customer's purchase order), set a payment-due date, and choose the payment terms text that prints at the bottom. Once an Invoice is sent the lines lock down to preserve the audit trail; corrections after that are handled by a credit note (described below) rather than by editing the original.

One restriction applies even in Draft: you cannot change the customer once the Invoice has been raised. If the wrong customer was picked at creation, delete the Draft Invoice (this is allowed only while still in Draft) and create a new one against the correct customer.

Sending an Invoice and recording payment

Send emails the customer the Invoice as a PDF from your account's branded sender address, with the message text you have configured. The Invoice moves from Draft to Sent and is stamped with the recipient and the timestamp. If your account has the Payments module on, the email also includes a pay-now link the customer can use to pay by card or bank transfer; the payment comes back into Sivva automatically and is recorded against the Invoice.

Without the Payments module, payments are recorded by hand from the Invoice detail screen with Record payment: enter the amount, the date received, the method (bank transfer, card, cash, cheque), and a reference number (the bank reference or cheque number, useful for matching against your bank statement later). Partial payments are supported — Sivva tracks the outstanding balance and shows it on the Invoice and on the Aged Debtors view.

Credit notes

A credit note is Sivva's mechanism for cancelling or reducing an Invoice after it has been sent. From the Invoice detail screen, Create credit note raises a credit note for the full or partial amount of the original. The credit note is sent to the customer as its own PDF, and the original Invoice's outstanding balance is reduced by the credit-note amount. Credit notes have their own audit trail and appear alongside Invoices on every report. This is the only way to correct a sent Invoice — editing a sent Invoice directly is not allowed because it would break the audit trail.

Tax handling

Tax rates are configurable per line on every Quote and Invoice (the default rate comes from the customer's tax profile and from the line item's category, both set under Settings). The PDF shows the breakdown the way your jurisdiction expects: each tax rate as its own subtotal, the total tax, and the gross total. If your account works across multiple jurisdictions or sells some lines as tax-exempt, the per-line override gives you control; for the common case (one rate, applied to everything) the defaults make Quotes and Invoices a one-click job.

Aged Debtors — chasing what is owed

The Aged Debtors view (sometimes labelled Outstanding Invoices depending on your account's terminology) lists every Invoice with an outstanding balance, grouped by customer and bucketed by how overdue it is (Current, 1–30 days, 31–60 days, 61–90 days, over 90). From each row you can email the customer a reminder using a template you have configured, attach an updated statement, or open the Invoice to record a partial payment after a phone conversation. Aged Debtors is the daily view for whoever handles your credit control.

Cross-references

• Where Completed Jobs come from and how they become available to invoice: § 6 Jobs.
• Parts used on a Job feeding into the Invoice automatically: § 8 Stock and van stock.
• Reporting on Quotes won/lost, average invoice value, and Aged Debtors trends: § 10 Reports and exports.
• The Customer Portal accept-Quote and the Payments module pay-now-link: § 12 Integrations.
• Setting your default Quote and Invoice templates, tax rates, payment terms, and reminder schedules: § 13 Settings, branding, terminology, modules.

The built-in reports

Sivva ships with a set of reports that cover the questions most businesses ask their data each week. They appear in the Reports area off the main navigation; each opens with sensible default filters (usually "this month" or "last 30 days") that you can change before running. The full list:

• Job completion rates. How many Jobs were scheduled in a date range, how many were completed on time, how many slipped, how many were cancelled. Used by operations managers in their weekly review.
• Engineer utilisation. Per engineer, how many hours were billable (on Jobs) versus non-billable (travel, admin, idle) over a date range, with the percentage of available hours that landed on chargeable work. Used by owners and operations managers to spot whether the team is over- or under-loaded.
• Customer revenue. Per customer, total Invoiced and total received in a date range, with the customers ranked highest to lowest. Used by owners for account reviews and for spotting which customers are quietly becoming the biggest part of the business.
• Asset history. Every visit, every part fitted, every Job raised against a chosen Asset, in chronological order. Used by office staff answering "what have we done on this boiler/door/lift?" questions from a customer.
• Aged Debtors. Every outstanding Invoice grouped by customer and bucketed by how overdue it is (linked back to § 9 Quotes and invoices where the same view is reachable from Invoices). Used daily by whoever handles credit control.
• Stock movements. Every receipt, transfer, decrement on a Job, and stock-take adjustment over a date range, with running balances per location (linked back to § 8 Stock and van stock). Used by the stock manager to reconcile the figures and explain any surprises.

Filtering and Saved Views

Every report opens with a filter row across the top — date range, customer, engineer, status, site, asset type, whichever fields make sense for that report. Change a filter and click Apply (or hit Enter) and the report re-runs in front of you. The filter combination is reflected in the URL so you can bookmark a specific filter set or share it with a colleague by sending them the link.

If you find yourself applying the same filter combination repeatedly — say, "yesterday's Completed Jobs, just the East team" — click Save as view and give it a name. Saved Views appear in a dropdown at the top of the report and load the filters with one click. Saved Views can be private (only you see them) or shared with your team (everyone on the report sees them in the dropdown). Shared views are how a desk operative gives the rest of the team a one-click route to "the view we all use first thing in the morning".

Exporting a list as CSV or PDF

Every list screen in Sivva — Jobs, Customers, Sites, Assets, Stock, Quotes, Invoices, and the reports themselves — has an Export button in the toolbar. Click it and you are asked two things: the format (CSV for opening in Excel or your accounting software, PDF for printing or emailing), and the scope ("everything in this list" or "just what the current filters are showing"). The file downloads to your computer in seconds.

CSV exports include every visible column plus a few useful hidden ones (the underlying record id, the created and updated timestamps) so that figures can be reconciled later. PDF exports use your account's brand (logo and colour) at the top of every page and show the filter combination that was applied, so a PDF emailed to an accountant or a customer is clearly stamped with what they are looking at.

Scheduling a report

Most reports can be put on a schedule so the same view lands in chosen inboxes automatically. From the report screen, Schedule opens a small form: pick a frequency (weekly on a chosen day, or monthly on a chosen day of the month), pick a time of day (defaulting to first thing in the morning), pick the recipient list (one or more email addresses, often a manager and the owner), and pick the format (PDF, CSV, or both). The scheduled report is delivered as an email with the file(s) attached and a one-line summary in the body.

Scheduled reports can be paused, edited, or stopped from the Settings → Scheduled reports screen. Each schedule shows the last delivery, the next delivery, and the list of recipients so it is easy to spot a schedule that is going to someone no longer on the team.

The custom-report builder

If your plan includes the Custom Reports module, a + New custom report button appears at the top of the Reports area. The builder is a three-step form: pick a data source (Jobs, Customers, Invoices, Stock movements, Timesheets, Assets — one source per report), pick the columns you want to see, pick the filters and grouping. The new report is then saveable just like the built-in ones — including filter changes, Saved Views, scheduling, and CSV/PDF export.

Custom reports are the way to answer questions the built-in reports do not cover. "Show me the average Job duration by site type, last quarter" or "every Invoice raised against contracts that include emergency cover" or "the parts most frequently fitted on the customer-named asset model that keeps failing" are all custom-report territory. If your plan does not currently include Custom Reports your Sivva contact can confirm what is available on your plan and what upgrading would add.

Rate limits on bulk exports

Sivva applies a generous rate limit to bulk exports — a few thousand rows per CSV is comfortably within the limit, but exporting a multi-year history of every Job your business has ever done in a single click would hit the limit. The limit is there so that one very large export does not slow the platform down for everyone else on it; it gives every tenant predictable performance.

If you do need a very large one-off export — an end-of-year accounts pack, a migration to another system, an audit-driven full data extract — ask your Sivva contact to run a one-off bulk export server-side. That route bypasses the rate limit (because it does not contend for the same resources) and delivers the file directly. Day-to-day exports never come close to the limit, so for normal use you should not notice it.

Your right to a full export of your tenant data

Separate from the everyday Reports and Exports, you have the right under UK GDPR to a full structured export of all of your tenant's data held in Sivva — Customers, Sites, Assets, Jobs, Quotes, Invoices, attachments, the lot — in a portable format. That is covered in § 16 Data privacy; this section just points at it so you know the route exists. The day-to-day CSV/PDF exports above are the right tool for individual lists; the full tenant data export is the right tool when you need everything in one delivery.

Cross-references

• The Aged Debtors view reachable from both the Reports area and the Invoices list: § 9 Quotes and invoices.
• Stock movements feeding the same-named report: § 8 Stock and van stock.
• Job lifecycle and completion data behind Job completion rates and Engineer utilisation: § 6 Jobs.
• Customer records and revenue figures behind Customer revenue: § 4 Sites and assets.
• Your right to a full tenant data export under UK GDPR: § 16 Data privacy.
• Where to switch the Custom Reports module on (plan-dependent): § 13 Settings, branding, terminology, modules.

Signing in on a phone

Open your account's Sivva URL in the phone's browser (Safari on iPhone, Chrome on Android, or whichever browser the engineer prefers). The sign-in page is the same as on desktop — email address, password, and, if your account has multi-factor authentication (MFA) on, the six-digit code from the engineer's authenticator app. The MFA setup flow is identical to the desktop flow described in § 3 Your account; an engineer enrolling for the first time scans a QR code on screen with their authenticator app and the engineer's account is then protected by MFA on every future sign-in.

After sign-in, Sivva detects the device size and lands the engineer on the mobile surface (the URL shows /mobile.html in the address bar). The same engineer signing in on a desktop browser instead lands on the office-side surface; nothing in the account setup changes. "Stay signed in for 30 days" is the default behaviour on a recognised device, so a working engineer does not have to sign in every morning.

The Today screen

Today is the engineer's home. Every Job scheduled for them today is listed in scheduled order with the customer name, the site address (one-tap to open in the phone's map app for navigation), the priority, the estimated duration, the Job description, and an icon for any attached documents. The list is the engineer's plan for the day.

The header at the top shows the engineer's name, the date, the count of Jobs remaining today, and the sync indicator (the small badge that tells the engineer whether any captured work is waiting to send to Sivva — covered in Offline mode below).

The per-Job screen

Tapping a Job opens its per-Job screen with everything the engineer needs for that one piece of work:

• On my way. Tap when leaving for the site. If the GPS module is on, Sivva sends the customer an "engineer is on the way" SMS with an estimated arrival time.
• Arrived. Tap on arrival; the Job moves to On site and the arrival timestamp is recorded.
• Start work. Tap when work begins; the Job moves to In progress and the timer starts for the timesheet line.
• Complete. Tap when the work is done; opens the completion screen for the job sheet, photos, signature, and parts used.

From the same screen the engineer can capture photos (the phone's camera opens directly), record voice or typed notes, fill in the job sheet form (a structured form configured per your account's needs — what was done, parts used, any follow-up actions), pick parts from their van stock (see § 8), and capture the customer's signature drawn on the phone screen. Customer documents the office side attached to the Job are available under the Job's Documents tab.

The Schedule preview

A swipe across (or a tap on the Schedule tab) shows the next two days of the engineer's schedule as a read-only preview. The engineer can see what is coming up — useful for planning travel and what to load on the van before leaving the depot — but the preview is read-only; reshuffles happen office-side. If a Desk operative reshuffles tomorrow's schedule today, the change appears on the engineer's preview within a few seconds of the next sync.

Offline mode — what the app can and cannot do without signal

The mobile app is designed for engineers working in places where signal is unreliable. The phone holds a local cache of everything the engineer needs for today and the next two days, so a poor signal in the middle of a Job does not stop work happening. Specifically, with no signal the app can:

• Read every Job in the local cache (today and the next two days).
• Write the arrival/start/complete timestamps and status changes.
• Capture photos, voice notes, typed notes, the job sheet, the customer's signature, and parts used.
• Decrement van stock when parts are recorded (the figures reconcile back to Sivva on next sync).

What the app cannot do without signal is look up something not already in the cache — a Job scheduled for an engineer two weeks from now, the office's full customer list, a part the engineer does not normally carry. For those, an engineer needs a signal (or, on a long off-grid day, a quick step out into open air for a minute is usually enough to refresh the cache).

The sync indicator at the top of every mobile-app screen tells the engineer the current state: a green tick with "Up to date" means everything is synced; a number badge with "N pending" means there are N captured items waiting to send and the engineer should not interrupt the device until the badge clears (the protective rule in the § 6 Jobs warn block applies here directly). A manual sync trigger is in the Settings area below for the rare case where the engineer wants to force a refresh after stepping into signal.

Time tracking on the mobile side

Sivva treats the engineer's Start work and Complete taps on the mobile app as the source of truth for time on Jobs: the start timestamp on Start work and the end timestamp on Complete are what fill the timesheet line for the Job. If your account has the wider Time and Attendance module on, the engineer also has a separate Clock in / Clock out control for the working day as a whole — useful for staff who are paid on hours worked rather than per Job. The Jobs done between Clock in and Clock out (and any travel time captured between them) appear on the engineer's timesheet at the end of the day.

Timesheets sync the same way as any other captured work — written to the local queue offline, sent to Sivva on next sync. The engineer's own daily timesheet is viewable on the mobile side under Engineer self-service below.

Mobile-side settings

The Settings area on the mobile app is deliberately small — just the things an engineer might need to check or change without office-side help. From the Settings menu the engineer can:

• See the app version (a date-stamped build number, useful to quote if your Sivva contact is helping diagnose something).
• See the last sync time and any items still pending.
• Trigger a manual sync (only needed in the rare case where the automatic background sync has been delayed).
• Sign out of the device. Before doing so, the engineer should always wait for the sync indicator to show zero pending — the protective rule covered in the § 6 Jobs warn block applies to a deliberate sign-out the same way it applies to a phone reset.

Engineer self-service

The engineer's own profile area on the mobile app gives them:

• Their own timesheet for the current week, with each Job's start/end times, total hours, and any travel-time captured between Jobs.
• Their pay summary for the current period, if your account has the Payroll module on.
• Their schedule beyond the two-day preview, by tapping further into the Schedule tab — though the preview is the everyday view; the deeper schedule is for occasional reference.
• Their own profile fields they are allowed to update (contact phone number, emergency contact, certificate uploads if your account uses Sivva to track engineer certifications). Their role, pay rate, and access permissions are controlled office-side under § 5.

Cross-references

• The protective rule about not signing out, uninstalling, or resetting before sync completes — do not duplicate, follow: § 6 Jobs warn block.
• What Jobs look like office-side and how the engineer's status changes flow back: § 6 Jobs.
• The Schedule the engineer is reading: § 7 Schedules and recurring work.
• The van stock the parts picker uses: § 8 Stock and van stock.
• Setting up MFA on a phone, password resets, account recovery: § 3 Your account.
• What the engineer is allowed to see and do (role tags and the role-picker on the manual itself): § 5 People and roles.

Customer portal integrations

A customer portal integration is a two-way connection between your Sivva account and a customer's own job-dispatch system. Verisae is the one Sivva supports out of the box and the one Sivva customers most often ask for by name; once configured, a Job raised by your customer on their Verisae portal appears in your New Jobs queue automatically (with the customer, the site, the description, the priority, and any reference number pre-filled), and as your engineer progresses the Job through Sivva (Scheduled, On site, In progress, Completed) the matching status changes flow back to Verisae for the customer to see on their side.

Other named portal integrations are added from time to time. The list of currently-supported partners is shown on the Integrations page in your account; new partners appear there as Sivva adds them. Setting up a new partner connection for the first time is usually a short configuration job your Sivva contact handles for you (the partner's side often needs credentials issued at the customer's end before the link can be tested) rather than a self-service action; once it is live, the everyday view is the Integrations log described below.

Generic webhooks — piping Sivva events into your own tools

When you want Sivva events delivered to a system Sivva does not have a named integration for — an accounting package, an in-house dashboard, your own data warehouse, a different chat tool — the generic webhook mechanism is the answer. A webhook is a small message Sivva sends to a URL you nominate whenever a chosen event happens (a Job is created, an Invoice is sent, a Quote is accepted). The receiving system then does whatever it wants with the message: writes it to a database, posts a notification, fires another workflow.

Generic webhooks are a power-user feature; the most common pattern is for your Sivva contact to set up the webhook for you against a URL your internal tools team has set up. From your side the everyday visibility is the same as for a named partner: every webhook delivery appears in the Integrations log with its timestamp, status, payload summary, and retry history.

Authentication — how the receiving side knows a message is genuine

Every integration carries a piece of authentication so that the receiving system can prove a message is genuinely from your Sivva account and not from someone else. Two patterns are supported. The simpler one is a bearer token — a long random string Sivva puts in the message header that the receiving side checks against the same string stored on their side. The more secure one is an HMAC signature — Sivva computes a cryptographic signature over the message body using a shared secret, and the receiving side recomputes the signature and rejects anything that does not match. HMAC is recommended when the integration carries Customer or financial data; bearer-token is fine for simpler events.

Whichever pattern is used, the credentials are stored on the Integrations page and shown only at the moment they are issued (you can copy them then; after that they are masked). To rotate a credential, generate a new one alongside the old one, switch the receiving side to the new one, then retire the old one — that way there is no gap during which deliveries would fail.

The Integrations log

Every inbound message (a Job arriving from Verisae) and every outbound message (a status change going back to Verisae, a webhook firing to your own URL) is recorded in the Integrations log, reachable from the Integrations page. Each entry shows the timestamp, the direction (in or out), the integration name, the event type, the recipient or sender, the delivery status (delivered, failed, retrying), a one-line payload summary, and any retry history. The log is the first thing to open when a customer asks "why hasn't my portal updated?" — the answer is almost always visible in the log within a few clicks.

Log entries are searchable by date range, integration, event type, status, and the customer or Job reference, so you can quickly answer "every outbound message to Customer X yesterday" or "every failed delivery this week". The log is retained for long enough to be useful for everyday troubleshooting; for any specific retention period your account needs guaranteed (for example, an audit requirement), confirm it with your Sivva contact rather than reading it off the screen, as platform-side defaults can change over time.

Retry behaviour when a delivery fails

If the receiving side is temporarily unavailable (its server is down for maintenance, or the network is briefly off) Sivva does not give up on the first try. The standard pattern is an automatic retry with a back-off schedule — quick retries for the first few attempts, then progressively longer gaps over a fixed maximum window. If the delivery succeeds at any point during that window the message is marked Delivered and the log shows the number of attempts it took. If the window passes without success the message is marked Permanently failed, which surfaces in the log highlighted in red for the team to handle by hand (typically by working with the receiving side to fix the underlying issue, then triggering a manual replay from the log entry).

Day-to-day, retries are invisible — the receiving side hiccups, Sivva retries, the delivery lands a few seconds or minutes later. The retry behaviour is there to make integrations robust against the small network bumps that happen in any production environment without anyone having to intervene.

Test mode — trying a new integration without affecting a live customer

Each integration has a Test mode toggle. When a new integration is being set up (or an existing one is being changed), turning Test mode on routes outbound deliveries to a sandbox endpoint instead of the live one, and incoming messages from the partner are processed but not allowed to create or change real records on your side. The Test button next to each integration sends a sample payload (with clearly-marked test data, never real Customer details) so the receiving side can confirm it is correctly wired up.

Test mode is the recommended first step for any new integration: configure it, switch Test mode on, send a few test payloads, confirm both sides look right, then switch Test mode off and the integration is live. Forgetting to switch Test mode off after testing is a common cause of "the integration looks set up but no messages are arriving" puzzles — the Integrations page shows the Test-mode state prominently to head that off.

Cross-references

• The Customer Portal accept-Quote affordance (a customer accepting a Quote from a one-tap email link) is a portal integration but its user-facing flow is covered where you are already reading about Quotes: § 9 Quotes and invoices.
• The Payments module pay-now-link on emailed Invoices is an integration with a payment provider; its user-facing flow is also covered in § 9 Quotes and invoices.
• Where to switch modules on or off (including the Customer Portal and Payments modules that drive the integrations above): § 13 Settings, branding, terminology, modules.
• How a Job arriving from a customer portal appears in your queue and is taken on by your team: § 6 Jobs.
• The 30-day notice you receive when Sivva adds or changes a subprocessor (relevant when a new partner integration brings a new data flow): § 16 Data privacy.

Branding — logo, colour, document footer

From Settings → Branding: upload your logo (PNG with a transparent background is recommended — that way it sits cleanly on white backgrounds, dark email headers, and the sign-in page alike), pick your brand colour (used on PDF document headers, the sign-in page, the Quote and Invoice templates, and the welcome email your team receives on joining), and set the per-document footer text that appears at the bottom of every Quote and Invoice PDF (typically your registered company name, address, registration number, and any small print your jurisdiction requires).

Changes take effect immediately on new documents. PDFs already generated keep the branding they had when they were generated — this is on purpose, so a Quote sent to a customer last month still looks the way they remember when they reopen the PDF.

Terminology — renaming Sivva's default labels

From Settings → Terminology: rename Sivva's default terms to the language your team already uses. The common renamings:

• Jobs → Tickets / Visits / Work Orders / Call-outs / Service Tickets.
• Operatives → Engineers / Technicians / Field Staff / Crew.
• Sites → Locations / Premises / Properties.
• Assets → Equipment / Devices / Plant / Units.
• Customers → Clients / Accounts.

Renamings flow everywhere Sivva displays the term — the main navigation, the page titles, the column headings on lists, the dropdown labels on forms, the search prompts, the automated emails, and the PDF headings on Quotes and Invoices. The point is that your team's existing language stays; Sivva adapts to you, not the other way round. A worked example with all the gotchas (plural forms, possessives, the handful of places where the term appears in a longer sentence) is covered separately in § 14 Terminology walkthrough.

Modules — switching whole features on or off

From Settings → Modules: turn on or off the bigger features that change which menus appear, which pages exist, and which workflows are available to your team. The common modules an Owner toggles:

• Invoicing. Turns on the Quotes, Invoices, and Aged Debtors area (covered in § 9 Quotes and invoices).
• Stock Management. Turns on the depot stock register and the van-stock allocation (covered in § 8 Stock and van stock).
• Parts Billing. Adds parts used on a Job to the Invoice automatically. Depends on Invoicing and Stock Management both being on.
• Customer Portal. Lets customers accept Quotes and view Job status from a one-tap email link (covered in § 12 Integrations).
• Payments. Adds a pay-now link to emailed Invoices for card or bank-transfer payment.
• Custom Reports. Adds the custom-report builder on top of the built-in reports (covered in § 10 Reports and exports).
• GPS. Records engineer location during Jobs (with the engineer's consent, per your privacy policy) and sends the customer an "on the way" SMS with estimated arrival.
• Time and Attendance. Adds the Clock in / Clock out controls on the mobile app for paying staff on hours worked rather than per Job (covered in § 11 Mobile app).
• Payroll. Computes a pay summary per engineer per period from timesheets and pay rates.
• PPM Scheduling. Generates recurring Jobs from a schedule template (covered in § 7 Schedules and recurring work).
• Equipment Tracking. Adds the per-Asset service-history register reachable from the Asset detail screen (covered in § 4 Sites and assets).

Some modules are plan-dependent — available on Business plan and above, for example, or as an add-on on the Starter plan. The Modules screen marks each one with whether it is included on your current plan; if a module you want is not on your plan your Sivva contact can confirm what upgrading would add. Other less common modules (specialised integrations, industry-specific add-ons) are not shown on the screen at all by default; your Sivva contact can switch them on if your plan covers them.

Turning a module off does not delete any data the module previously created — it just hides the relevant menus and pages. If you turn Invoicing off, your past Invoices are still in Sivva and can be reopened by turning the module back on; the data is preserved across the switch. The exception is a freshly-set-up tenant turning a module off before any data has been created — in that case there is nothing to preserve.

Notifications — who hears about what, on which channel

From Settings → Notifications: a per-role matrix of which events trigger a notification to which role, and on which channel (email, in-app, or both). The events Sivva can notify on include: new Job assigned, Job overdue, Quote accepted, Invoice sent, Invoice paid, payment overdue, customer replied to an email, an engineer signed off the day's timesheets, a scheduled report failed to deliver. The roles are the same four the role-picker uses: Owner, Admin, Desk operative, Mobile engineer.

Per-role defaults are set so a new tenant is comfortable from day one (Owners get the big-picture alerts, Mobile engineers get only the things relevant to them on the day, Admins get the operational alerts, Desk operatives get the customer-facing alerts). Most accounts adjust a handful of rows once they have a feel for which events matter to which person. Mute-by-default is applied to events a role typically does not need, so the matrix never starts as an overwhelming wall of mail.

Channel choice matters: in-app notifications appear as a count badge on the Sivva header and are good for non-urgent items; email notifications reach the inbox and are good for items that need to be seen even when the recipient is not currently logged in. Choosing "both" is fine but tends to cause noise; reserve it for genuinely high-priority events.

The order to make these changes in — restated

For a new tenant, the most useful order is:

1. Branding first. Logo, brand colour, document footer. Your team's first PDFs, emails, and sign-in screens all carry your branding from the very first day they use Sivva.
2. Terminology second. Lock in the labels your team already uses before they learn Sivva's defaults. Re-renaming later is fine but creates a brief week where some screens use the new term and the team's memory is still on the old one.
3. Modules third. Turn on what you need; leave the rest off. As each module turns on, check its Notifications row in the matrix so the right people start hearing about its events from the moment it goes live.
4. Notifications last. Once the features are stable, settle in the day-to-day notification routing. This is the easiest setting to tweak later; getting it 80% right out of the gate and refining over the first month is normal.

What each setting affects elsewhere in Sivva

• Logo → every PDF (Quotes, Invoices, scheduled reports, exported list PDFs), the sign-in page, the welcome email.
• Brand colour → PDF document headers, sign-in page accents, the in-app header strip, the welcome email.
• Document footer → every Quote and Invoice PDF.
• Terminology → every screen, every menu, every dropdown, every email, every PDF heading.
• Modules → which sections of this manual apply to your account at all (a section about Invoicing is irrelevant to you if you do not have the Invoicing module on), which menus appear in the main navigation, which workflows are available to your team.
• Notifications → the welcome email your team sees on joining (which lists the alerts they will receive), the day-to-day inbox volume each role gets from Sivva, the in-app badge counts.

Cross-references

• The terminology walkthrough with worked examples: § 14 Terminology walkthrough.
• The data-privacy implications of notification channels (email goes through Sivva's email vendor): § 16 Data privacy.
• The first-login experience your team has after these settings are set: § 1 Welcome and first login.
• The Modules that drive the integrations area (Customer Portal, Payments): § 12 Integrations.
• The roles that the notification matrix uses, and how they map onto people on your team: § 5 People and roles.

The worked example, in detail — Job → Ticket

1. Open Settings → Terminology. Owners and Admins see the Settings link in the left navigation; Operatives and Mobile engineers do not (terminology is set once at the top, not per-user). The Terminology page lists every overridable label organised by domain (Customers, Work, Inventory, Finance, People, Reporting), with a singular field and a plural field next to each.
2. Find the Job row. It sits under the Work and scheduling heading. The default singular is "Job"; the default plural is "Jobs".
3. Type Ticket in the singular field and Tickets in the plural field. Sivva fills the plural automatically as you type the singular for the common case of "+s" plurals (Ticket → Tickets); type over the plural if you want a different form.
4. Save. The Save button at the top of the page commits the rename. Sivva immediately marks every place that was showing "Job" or "Jobs" as needing a refresh.
5. Reload the browser tab. Reloading is enough — you do not need to sign out and back in. The left navigation now reads "Tickets" instead of "Jobs"; the Jobs page itself is now the Tickets page; the column heading on the Customer detail screen reads "Tickets" instead of "Jobs".
6. Spot-check three places. The three quickest places to confirm are: (a) the left navigation entry; (b) a Customer detail screen, opening the Jobs tab (now Tickets); (c) generating a new Quote PDF and checking the line-item heading. If all three read "Ticket / Tickets", the rename has flowed everywhere.

That is the worked example end to end. The same flow applies to every other rename — find the row, type the singular and plural, save, reload, spot-check.

Overridable labels by domain — reference table

The Terminology page groups overridable labels into six domains. The most common rename in each domain is shown in italics:

• Customers and contacts. Customer (singular and plural), Contact, Site, Location (different from Site — see the cross-domain conflict note below). Common: Customer → Client.
• Work and scheduling. Job, Schedule, Recurring Job, Quote, PPM (Planned Preventive Maintenance), Visit, Appointment. Common: Job → Ticket / Work Order / Visit / Call-out.
• Inventory. Asset, Stock item, Van stock, Part. Common: Asset → Equipment / Device / Plant / Unit.
• Finance. Invoice, Aged debtor, Payment, Quote (also appears under Work because Quotes straddle both domains), Discount. Common: Quote → Estimate.
• People. Operative, Engineer, Mobile engineer, Desk operative, Team. Common: Engineer → Technician; Operative → Field staff / Crew member.
• Reporting. Report, Saved view, Dashboard widget, Scheduled report. Most accounts leave these at the defaults.

Each row on the page has a singular and plural field; both are free text. There is no character limit short of common sense. Sivva does not enforce uniqueness across rows — if you wanted Job and Visit to both read "Visit", Sivva would let you (and the result would be confusing, so we do not recommend it).

Plural forms — regular and irregular

For most renamings, the plural is the singular with "s" added (Ticket → Tickets, Client → Clients, Technician → Technicians) and Sivva fills the plural field in as you type. For irregular plurals, type the plural yourself:

• Person → People (not Persons).
• Premise → Premises (a building is one premises in English, plural still premises).
• Equipment → Equipment (the same form for singular and plural).
• Bus → Buses (Sivva would auto-fill "Buss" if you let it; correct to Buses by hand).

The rule of thumb: read what Sivva auto-filled before you save, and if it looks wrong, type over it. Sivva does not have a built-in irregular-plural dictionary — it relies on you to spot the irregulars when you rename.

Possessives — "the Job's status"

Sivva builds possessives at runtime by appending 's to the singular form. A Job renamed to Ticket flows automatically to "the Ticket's status", "the Ticket's customer", "the Ticket's history" everywhere those phrases appear. There is no separate possessive field to fill in.

The one place this can read oddly is when the renamed term itself already ends in an "s" sound — for example a Job renamed to Service. "The Service's history" reads fine, so no extra work is needed in practice; the auto-formed possessive is grammatically acceptable for all the renamings teams typically choose.

Where renamed terms appear — PDFs and automated emails

Renamed terms flow to every place Sivva displays the term, including PDFs and automated emails. The cut-off rule is the same as for branding (covered in § 13 Settings): PDFs already generated keep the pre-rename term — this preserves the audit trail, so a Quote sent to a customer last month still reads "Job" if that was the term at the time it was sent. PDFs generated from the next event onwards use the renamed term. Automated emails behave the same way: emails already in your customers' inboxes keep their original wording; new emails from the next event onwards use the renamed term.

The practical consequence is that the day you rename Job to Ticket, your team's inboxes start receiving emails about Tickets while their archive still contains older emails about Jobs. This is normal and intentional. Renaming is a one-way operation in this sense — the audit trail is not rewritten retroactively.

Cross-domain label conflicts — the small set to know about

A handful of renamings can collide with terms Sivva uses elsewhere. The Terminology page surfaces the conflict at the moment you save, so you can decide what to do; the conflicts to be aware of are:

• Sites → Locations collides with the freeform Location field that already exists on every Stock item ("where in the depot this part lives"). Recommended: rename Sites to Locations if your team prefers, and keep the freeform-field meaning unchanged — the Stock item Location field is a free-text label per item, not a Site reference, and the two coexist without ambiguity once you know.
• Contact → Person collides with the wording used on the People tab (Owners and Admins). Recommended: leave Contact as Contact, and rename People → Team instead if you want to soften it; mixing Contact and Person in the same screen reads oddly.
• Asset → Unit can read awkwardly on the Stock screen (which already shows quantity Units). Recommended: pick a less generic word if you have a strong preference (Equipment, Device, Plant) or leave Asset at the default.

For any rename Sivva detects as a conflict, the save action shows a one-line confirmation describing the overlap and asking whether to continue. Sivva never blocks the save outright; the choice is yours, but the surface area where the conflict shows up is named explicitly so you know what to expect.

Cross-references

• The Settings tab order and the order to make changes in: § 13 Settings.
• The welcome email your team receives on joining (which respects the renamings): § 1 Welcome and first login.
• The role names that appear in screens and which respect renamings (Operative, Engineer): § 5 People and roles.
• Where renamings cascade in reports and exports: § 10 Reports and exports.

The cancellation route

Two routes exist; both reach the same outcome. Pick whichever feels easier:

• Settings → Billing → Cancel account. An Owner (only Owners, not Admins) sees the Cancel account button at the bottom of the Billing tab. The button opens a short form — reason for cancellation (optional, free text), the desired hand-off window (the default is 30 days; larger accounts can request a longer one in the same form), and a typed confirmation phrase to prevent accidental clicks. Submitting raises a cancellation ticket with Sivva.
• Ask your Sivva contact. An email or a call to your usual Sivva contact reaches the same place. Use this route if you would rather discuss the decision before triggering it, or if you want to negotiate a non-standard hand-off window.

Either route raises the same kind of cancellation ticket. Cancellation does not take effect immediately because your team is almost always going to want a hand-off window — this is normal and expected, not a hurdle.

The hand-off window — typically 30 days, configurable

During the hand-off window your team continues to use Sivva exactly as before. Sign-in works, mobile app works, integrations continue to fire, Quotes and Invoices go out, scheduled reports deliver. Nothing changes about the day-to-day experience — the cancellation is in the background.

During this window:

• You can export everything to CSV or PDF on demand, using the everyday Export buttons covered in § 10 Reports and exports. This is enough for a team that just wants their historical records on file.
• You can request a full-tenant export for a complete archive (covered separately below). This is the right choice if you are migrating to another system or need an archival copy of everything Sivva holds about your account in one structured download.
• You can change your mind and resume the subscription with no data loss. Cancelling the cancellation is a single message to your Sivva contact, and the cancellation ticket is closed without effect. Your team continues using Sivva as if nothing happened.

The hand-off window length is typically 30 days; for larger accounts (or those with end-of-financial-year considerations, statutory record-keeping needs, or complex integrations to unwind) a longer window can be configured at the cancellation point. Talk to your Sivva contact at the time of cancellation about what makes sense for your team.

The full-tenant export

The full-tenant export is a single structured archive of everything Sivva holds about your account. The contents:

• Customers, Sites, Contacts (covered in § 4 Sites and assets) — the full register, every attribute, every custom field.
• Assets and Asset history — including service history, attached photos, attached documents.
• Jobs (covered in § 6 Jobs) — every Job ever created, including the lifecycle history, the captured photos and notes, the customer's signature, the job-sheet text, and the timesheet lines.
• Quotes and Invoices (covered in § 9 Quotes and invoices) — every Quote and Invoice as both the structured data and the rendered PDF.
• Schedules and Recurring Job templates — the PPM schedules and the past schedule history.
• People records and audit log entries — every user that has ever existed in your tenant, with their role history and the audit log of security events.
• Settings — branding, terminology renamings, module toggles, notification matrix, integration configuration (with secrets redacted).
• Stock and van-stock records (covered in § 8 Stock and van stock) — current levels, every movement, the full reconciliation history.

The format is a structured archive in a documented schema, suitable for import into another system or for archival storage. To schedule the export, ask your Sivva contact during the hand-off window; the export is prepared and delivered as a secure download with a one-time link. Full-tenant exports are not a self-service action because the file is large enough to need preparing on the Sivva side and because each one is logged for the audit trail.

Retention after the hand-off window — 90 days

When the hand-off window closes (the cancellation has taken effect), your data enters the retention period. The retention period is 90 days after cancellation. During those 90 days:

• Your data is held in encrypted backup but is no longer accessible through the day-to-day Sivva interface — sign-in is disabled for every user in your tenant, the mobile app stops working, integrations no longer fire.
• Sivva staff do not access your data during the retention period for any everyday-use purpose. The only reason to touch it is one of: a regulatory request you initiate, a court order Sivva is bound to respect, or your specific request to restore the account.
• You can ask for a full-tenant export at any point in the retention period (the same archive described above). The first export during the retention period is included; subsequent re-exports of the same data may carry a preparation fee depending on plan.
• You can ask for the account to be restored at any point in the retention period. Restoration brings the tenant back to its state at the moment of cancellation; any time that has passed during the retention period is not recoverable as activity (nothing was happening in the account during those days).

The 90-day window is a calendar period; it is not tied to any particular database state and does not depend on a signed Data Processing Agreement being in place (one is in place for most accounts — see § 16 Data privacy — but the retention clock runs from cancellation regardless).

Secure deletion at the end of the retention period

When the 90 days end, your data is securely deleted. The deletion covers:

• Your tenant's primary data — every Customer, Site, Asset, Job, Quote, Invoice, photo, signature, note, audit log entry. None of this is recoverable after this point.
• The backups — the encrypted backup copies are deleted on the same rolling schedule (the last backup containing your tenant data is overwritten or destroyed within a short window after the primary deletion).
• The integration delivery log entries that pertain to your tenant — the records of webhooks sent, emails delivered, SMS messages dispatched on behalf of your account.

What Sivva keeps after deletion is narrowly scoped: anonymised aggregate metrics with no Customer name, no Personal Data, no business-specific content (used for capacity planning and product analytics); and the legal record that the cancellation occurred (the date, the form of cancellation, and the fact that retention was honoured) for regulatory and audit purposes. Nothing else.

The underlying lawful basis for the retention period and for the post-retention deletion is covered in § 16 Data privacy.

When a user leaves but the tenant stays

The whole-tenant offboarding above is one case; the more common case is a single user leaving while the tenant continues. The handling is the framing already used in § 5 People and roles: a leaving user is suspended, not hard-deleted. Sign-in is blocked, the mobile app is signed out at next sync, and the role is set to Suspended. The user record is preserved so timesheet lines, Job-created entries, audit log events, and Quote/Invoice author attributions stay correctly tied to a real person.

If you need the user fully removed (regulatory request, the data subject has exercised their right of erasure, or any other reason), the request goes through your Sivva contact. Full removal rewrites the audit-log entries the user authored to "Former user" rather than erasing them — the audit trail stays intact, just anonymised. Sivva does not offer a one-click hard-delete in the admin UI for the same reason: a single accidental click should not be able to break the audit trail.

Mobile devices held by a leaving engineer

When the leaving user is a Mobile engineer, the same protective rule that § 6 Jobs introduces (the warn block at the top of that section) applies on the offboarding side as well. Before the engineer's phone is wiped, signed out, or handed back to the office, confirm the device has synced its captured work — the sync indicator in the mobile app top bar should show zero pending changes, or the engineer's profile in the office view should show the device's last-sync time as within the last few minutes.

The practical sequence: ask the engineer to bring the phone in with a signal so a final sync can run; check the office-side last-sync time for the device; only then trigger sign-out on the Sivva side, or release the device back to your IT for a mobile-device-management wipe. Triggering a wipe on a still-syncing device before the sync completes loses the same kind of last-day captures the § 6 warn covers; the only difference here is that the trigger comes from the office side rather than the engineer.

Cross-references

• The underlying lawful basis for retention and deletion: § 16 Data privacy.
• The everyday export route used during the hand-off window: § 10 Reports and exports.
• Suspending and removing individual users: § 5 People and roles.
• The mobile-without-signal protective rule that also applies during offboarding: § 6 Jobs (top-of-section warn block).
• The Billing tab where Owners trigger cancellation: § 3 Your account.

What Sivva holds about you — controller side

The data Sivva holds about you (as controller) is the data we need to provide the service to you and to run our business:

• Account-level data. Your registered company name, registered address, billing address, billing details (card last four digits, billing email, VAT number where applicable), the named Owner contact, the contractual plan you are on.
• Team-level data. For each user in your tenant: name, work email, role, sign-in history (when they last signed in, from which broad region), MFA enrolment state. We do not hold passwords in a recoverable form — passwords are stored as one-way cryptographic hashes that we cannot read.
• Audit log. A record of security-relevant events (sign-ins, role changes, MFA enrolment, integration configuration changes, cancellation requests). Retained per the policy on the public trust page.
• Support correspondence. Emails, tickets, and call notes between your team and your Sivva contact. Retained for the life of the account plus the post-cancellation retention period (see § 15 What happens when you leave).

What Sivva holds about your Customers — processor side

The data Sivva holds about your Customers (where you are the controller) is whatever you put in. The shapes Sivva supports:

• Customers and Contacts — company name, address, contact names, phone numbers, email addresses, and any custom fields your team adds.
• Sites and Assets — addresses, access notes, equipment registers, service history.
• Jobs and the work record — descriptions, photos taken on site by your engineers, signatures captured at completion, the job-sheet text, the timesheet lines.
• Quotes and Invoices — line items, totals, payment status.
• Mobile-engineer location (only when the GPS module is on and only with the engineer's consent — see lawful basis below).

Sivva does not look at this data for any purpose other than providing the service to you. Sivva does not use your Customer data to train any model, sell to any third party, or share with anyone outside the named subprocessors covered below.

Lawful basis for each kind of processing

Under UK GDPR, every kind of personal-data processing must rest on one of six lawful bases. Sivva uses three:

• Contract performance. The everyday processing needed to provide the service — your account, your team's sign-ins, the Jobs they create, the Invoices that go out, the integrations that fire. This is the largest category by volume.
• Legitimate interest. The security audit log, the anti-abuse measures, the system-health monitoring, and the aggregated capacity-planning metrics. Each use is documented and balanced against your rights; you can object to a specific use under the rights section below.
• Consent. The mobile-engineer GPS location capture is consent-based — an engineer opts in on their device, and can withdraw consent at any time from the mobile app's settings. Marketing emails from Sivva to your Owners and Admins are also consent-based and can be unsubscribed at any time.

Your rights as a data subject

Each user in your tenant is an individual with the standard UK GDPR rights against Sivva (the controller for account and team data). The rights and the route to exercise them:

• Access. A copy of the data Sivva holds about you. Most of it is visible to you already in § 3 Your account (profile, sign-in history, MFA state); for the rest, ask your Sivva contact.
• Rectification. Correcting inaccurate data. Most fields are editable from Settings or your profile; for fields you cannot edit yourself, ask your Sivva contact.
• Erasure. Asking for your data to be deleted. The whole-tenant version of this is covered in § 15 What happens when you leave; the individual-user version goes through your Sivva contact. Note that Sivva is bound to keep certain records (the audit log, billing records) for regulatory and accounting purposes — the response will explain what can and cannot be erased and why.
• Portability. Receiving your data in a structured, machine-readable format. The full-tenant export covered in § 15 is the canonical route for this.
• Restriction. Asking Sivva to stop processing a category of data while a dispute is resolved. Ask your Sivva contact.
• Objection. Objecting to a specific legitimate-interest processing. Ask your Sivva contact and Sivva will weigh the objection against the documented interest and respond in writing.

Sivva will respond to a rights request within the UK GDPR-mandated window (one calendar month, extendable in complex cases with a written explanation).

Your Customers' rights — what to do when you receive a request

When one of your Customers (a real person whose data you hold in Sivva) exercises a data-subject right against you, you are the controller and the request is yours to handle. Sivva's role is to provide the tooling. The everyday routes:

• To find what you hold about a Customer, search by name or email on the Customers page; the Customer detail screen shows everything from one place.
• To correct, edit the relevant field on the Customer detail screen.
• To export, use the per-Customer export action on the Customer detail screen (covered in § 10 Reports and exports).
• To delete or anonymise a Customer record, use the action on the Customer detail screen; if the record is referenced by historical Jobs or Invoices that cannot be deleted (regulatory record-keeping), Sivva offers to anonymise the Customer record instead, which preserves the historical reference without retaining the personal data.

If you need help with an unusual request, ask your Sivva contact.

Subprocessors — who Sivva uses behind the scenes

Sivva uses a small set of named third-party providers (called subprocessors under UK GDPR) for hosting, monitoring, email delivery, payment processing, and a handful of other technical functions. The current list is published on the public trust page (sivva.co.uk/trust) and is the source of truth — we do not duplicate it in this manual because the public page is updated more often than the manual is reissued.

Sivva commits to giving you at least 30 days' notice before adding a new subprocessor or changing an existing one. The notice goes to Owner-level contacts at every tenant by email and is also reflected on the public trust page. The 30-day window is so that you can review the change against your own privacy posture and, if you have a serious concern, raise it before the change takes effect.

Cross-border data transfers

Sivva's primary data processing is in the United Kingdom — the main service and backups run on UK-based infrastructure. Where a subprocessor operates outside the UK (for example, a global email-delivery provider), the transfer is covered by the appropriate UK GDPR safeguards (the UK International Data Transfer Agreement or an equivalent mechanism). The current arrangement is detailed on the public trust page.

Security measures — in plain English

The technical and organisational measures Sivva uses to protect your data:

• Encryption in transit for every connection — the browser-to-Sivva link, the mobile-app-to-Sivva link, every integration callback, every email Sivva delivers on your behalf.
• Encryption at rest for backups and for sensitive fields in the live database.
• Multi-factor authentication available for every user — covered in § 3 Your account. Owners and Admins can require MFA for the whole tenant if needed.
• Audit log of security-relevant events (covered above), retained per the public trust page.
• Regular disaster-recovery drills — Sivva runs scheduled restore-from-backup exercises and documents the results internally. The frequency and the most recent drill date are published on the public trust page.
• Role-based access covered in § 5 People and roles — principles of least privilege apply to your team as well as inside Sivva.
• Per-tenant IP allow-listing available on plans that need it — if your security policy requires that staff only sign in from your offices or VPN, this can be configured.

The specific tools used to deliver each measure are detailed on the public trust page rather than in this manual, because the tools may change while the commitments stay the same.

The customer-facing Data Processing Agreement

Sivva offers a Data Processing Agreement (DPA) to every Tenant who needs one. Most Tenants need one — it is the standard document that formalises the controller-processor relationship between you and Sivva under UK GDPR Article 28. Tenants whose Customers include public-sector bodies, healthcare organisations, or large-enterprise procurement teams almost always need one in place before they can use Sivva.

To get the current DPA, ask your Sivva contact. The DPA is provided as a counter-signable PDF; the template is updated when there is a regulatory change worth reflecting and the public trust page lists the current version date.

The public trust page — source of truth

The public trust page at sivva.co.uk/trust is the source of truth for: the current subprocessor list, the current security posture, the disaster-recovery drill cadence and most recent date, the current DPA template version, and Sivva's incident response history. The page is public and updated whenever any of those items change — you do not need to ask for access. The status page (linked from the trust page) shows current and historical uptime.

Cross-references

• Retention periods, full-tenant export, and secure deletion: § 15 What happens when you leave.
• Where users exercise their access right (profile, sign-in history, MFA state): § 3 Your account.
• Notification channels and the email-delivery subprocessor relationship: § 13 Settings.
• Role-based access (least privilege applied to your team): § 5 People and roles.
• Per-Customer export and anonymisation tooling: § 10 Reports and exports.

Where the release notes live

The release notes are shipped in the same bundle as this manual; open them from wherever you opened this manual. They live as a separate file rather than as a section here so the manual stays a steady reference and the release notes can be updated more often.

Cadence

• Release notes are published with every change that affects how your team uses Sivva — new features, behaviour changes, security improvements that change a user-facing affordance.
• Internal-only changes (refactoring, infrastructure work, security patches with no behavioural impact) do not appear in the tenant-facing release notes. They are tracked separately on the public trust page when they relate to security posture.
• Significant releases (a new module, a major workflow change) are also announced to Owner-level contacts by email so you are not surprised by something showing up in the Settings tab.

What goes in the release notes

• Tenant-visible feature changes — a new column on the Jobs page, a new module on the Modules tab, a new mobile-app screen.
• Performance improvements that show up in the everyday flow — a faster Customers search, a quicker PDF export, smoother schedule drag-and-drop.
• Security improvements that change a user-facing affordance — for example, a new MFA option, a stricter password policy, a new sign-in screen.
• Integration changes — new integrations available, behaviour changes to existing ones.
• Bug fixes that affected your team's day — the kind that you would have noticed; minor internal bug fixes are not listed.

What does not go in

• Internal refactoring or rewrites with no Tenant-visible effect.
• Infrastructure-level changes that have no Tenant-visible effect (these are tracked on the public trust page where relevant).
• Security patches with no behavioural change — routine patching is the norm and is not announced individually.

Following up on a specific change

If a release note refers to a feature you do not see in your tenant, the most likely explanations are: the feature is plan-dependent and your plan does not include it (covered in § 13 Settings); the feature is module-dependent and the module is not switched on; or the feature is rolling out gradually. For anything you cannot resolve from the release note itself, ask your Sivva contact.

Cross-references

• Where modules are switched on and off (which determines which release-note items apply to your tenant): § 13 Settings.
• The public trust page where security-only changes are tracked: § 16 Data privacy.
• The glossary for terms that appear in release notes: § 18 Glossary and where to get help.

Glossary — alphabetical

Admin

One of the four roles in Sivva (Owner, Admin, Desk operative, Mobile engineer). Admins can do everything except cancel the account or change billing details. See § 5 People and roles.

Asset

A piece of equipment your team services at a Site (sometimes called Equipment, Device, Plant, or Unit on your screens). Assets have a service history that flows automatically from completed Jobs. See § 4 Sites and assets.

Audit log

The record Sivva keeps of security-relevant events (sign-ins, role changes, MFA enrolment, settings changes). Used for security reviews and regulatory record-keeping. See § 16 Data privacy.

Branding

The Settings tab where your logo, brand colour, and document footer text are set so every PDF and email goes out with your company's appearance. See § 13 Settings.

Contact

A named person attached to a Customer record (the customer's site manager, the office number, the after-hours contact). A Customer can have many Contacts.

Customer

One of the businesses or households you do work for (sometimes called Client or Account on your screens). The Customer record is the top-level container that Sites, Assets, Jobs, Quotes, and Invoices hang off.

Customer Portal

An optional module that gives your Customers a one-tap email link to view Job status, accept Quotes, and download Invoices without needing a Sivva sign-in of their own. See § 12 Integrations.

Dashboard

The home screen of Sivva (different content depending on your role). See § 2 Dashboard tour.

Data Processing Agreement (DPA)

The standard document under UK GDPR Article 28 that formalises the controller-processor relationship between you and Sivva. Ask your Sivva contact for the current DPA. See § 16 Data privacy.

Desk operative

The role for office-based staff who allocate Jobs, handle Customer enquiries, and run reports. Smaller than an Admin in scope and access. See § 5 People and roles.

Engineer (also Mobile engineer)

The role for staff who do the work on site (sometimes called Technician, Field staff, or Crew on your screens). Mobile engineers use the mobile app; Sivva tracks their Jobs, timesheets, and locations (with consent). See § 5 People and roles.

GPS module

An optional module that records mobile engineer location during Jobs (with the engineer's consent) and triggers an "on the way" message to the customer. Consent-based per § 16 Data privacy.

Integration

A connection between Sivva and another system (a payment processor, a customer's dispatch system, an accounting package). See § 12 Integrations.

Invoice

The document sent to a Customer requesting payment for completed work. Invoices flow from Jobs when the Invoicing module is on. See § 9 Quotes and invoices.

Job

One piece of work for one Customer at one Site (sometimes called a Work Order, Ticket, Visit, or Call-out on your screens). Almost everything in Sivva hangs off Jobs. See § 6 Jobs.

Mobile app

The Sivva app installed on a Mobile engineer's phone. Covers the day's Jobs, time tracking, captured photos and signatures, and offline mode. See § 11 Mobile app.

Module

A bigger feature that an Owner can switch on or off for the whole tenant (Invoicing, Stock Management, Customer Portal, Payments, GPS, PPM Scheduling, …). See § 13 Settings.

MFA (Multi-Factor Authentication)

A second sign-in step in addition to a password, typically a six-digit code from a phone app. Sometimes called two-factor authentication or 2FA. Available for every user; can be required for the whole tenant by an Owner. See § 3 Your account.

Notification

An email or in-app alert Sivva sends when a relevant event happens (new Job assigned, Invoice paid, customer replied). Controlled by the per-role matrix in § 13 Settings.

Operative

The four-role model uses Operative as the category that covers Desk operative and Mobile engineer (both do work, one is at a desk and one is on site). The Terminology page can rename Operative to whatever your team prefers.

Owner

The top-level role. Only Owners can cancel the account, change billing, and configure compliance-sensitive settings. There can be more than one Owner. See § 5 People and roles.

Payments (module)

An optional module that adds a pay-now link to emailed Invoices for card or bank-transfer payment. See § 13 Settings.

PDF

The portable document format used for every Quote and Invoice, every scheduled report, and every list export Sivva produces. PDFs already generated keep their content even if branding or terminology changes later (audit-trail preservation).

People page

The Settings page where Owners and Admins manage users, roles, and MFA. See § 5 People and roles.

PPM (Planned Preventive Maintenance)

Scheduled, recurring service work (monthly inspections, quarterly safety checks, annual certifications). Driven by Recurring Job templates in the PPM Scheduling module. See § 7 Schedules and recurring work.

Quote

A document sent to a Customer offering to do work for a stated price (sometimes called an Estimate on your screens). Accepted Quotes become Jobs. See § 9 Quotes and invoices.

Recurring Job

A template that creates a new Job on a defined schedule (weekly, monthly, quarterly, annually). The mechanism behind PPM contracts. See § 7 Schedules and recurring work.

Report

A pre-built or custom data view (top customers by revenue, engineer utilisation, overdue invoices). Reports can be exported to CSV or PDF and scheduled to email automatically. See § 10 Reports and exports.

Role

A user's permission level (Owner, Admin, Desk operative, Mobile engineer). Roles determine what each user can see and do. See § 5 People and roles.

Saved view

A named filter on a list page (the Jobs page, the Customers page, the Invoices page) so a team member can return to the same filtered view in one click. See § 10 Reports and exports.

Schedule (also Scheduler)

The drag-and-drop calendar where Jobs are placed on engineers' rows at time slots. See § 7 Schedules and recurring work.

Site

A physical place attached to a Customer record (sometimes called a Location or Premises on your screens). A Customer can have many Sites. See § 4 Sites and assets.

Stock

Parts and consumables held in the depot. See § 8 Stock and van stock.

Subprocessor

A third-party service Sivva uses behind the scenes to deliver part of the service (hosting, monitoring, email delivery). Current list on the public trust page. See § 16 Data privacy.

Tenant

The technical name for an account on Sivva. One tenant per customer organisation. Tenant data is isolated from every other tenant by design.

Terminology

The Settings tab where Sivva's default labels (Job, Customer, Engineer, …) are renamed to whatever your team already uses (Ticket, Client, Technician, …). See § 13 Settings and the worked example in § 14 Terminology walkthrough.

Trust page

The public page at sivva.co.uk/trust that is the source of truth for the current subprocessor list, security posture, and DPA template version. See § 16 Data privacy.

UTC (Coordinated Universal Time)

The world's reference time. Sivva displays times in your local time zone, but stores them as UTC internally so a schedule made in London and viewed in Manchester shows the same wall-clock time.

Van stock

Parts allocated to a Mobile engineer's vehicle for use on Jobs that day. Tracked separately from depot Stock. See § 8 Stock and van stock.

Webhook

An automated, real-time message Sivva sends to another system when an event happens (a Job is completed, an Invoice is paid). The behind-the-scenes plumbing for many integrations. See § 12 Integrations.

Where to get help

When something does not work the way you expect, try the routes below in this order:

1. Search this manual. The search box at the top of the left rail does a full-text search across every section. The keyword usually lands you within a section or two of the right place.
2. Check the role picker on the left rail. If you cannot find a section that the manual mentions, the role filter may be hiding it — sections only relevant to Owners and Admins are hidden when the picker is on "Mobile engineer" or "Desk operative". Set the picker to the role you are actually in (or to "All roles" to see everything).
3. Check § 17 What's new. If something "used to work this way" and now does not, the release notes (linked from § 17) will say when it changed and why.
4. Ask your Sivva contact. For everything else — questions, problems, requests, suggestions — your Sivva contact is the right person. Ways to reach them are in the welcome email your team received on joining (covered in § 1 Welcome and first login); if you do not have the welcome email any more, ask your Owner.

Response times

Sivva normally responds to a non-urgent question within one working day, and to anything that is blocking Job flow on the same day. The specific service-level commitments that apply to your account are in your Master Service Agreement (MSA) and vary by plan; ask your Sivva contact for the exact terms if you need them. The public status page (linked from the trust page covered in § 16 Data privacy) shows current availability and any active incidents.

What to include in a support request

Help us help you faster by including the following in any request:

• What you were trying to do — the goal, in one sentence (e.g. "send a quote to Customer X" rather than "use the Quote feature").
• What you did — the steps you took (the page you were on, the button you clicked).
• What happened — what you saw on the screen, with a screenshot if you can attach one.
• What you expected — one sentence on what you thought would happen instead.
• Your role and your user email — so Sivva can find your account quickly.

Suggestions and feedback

This manual is treated as a living document and is updated regularly. If you spot something that does not match what you see in your account, or something that should be in the manual and is not, send a note to your Sivva contact — that route reaches the people who maintain the manual and the product. Feedback shapes the next pass.

Cross-references

• The welcome email that has your Sivva contact's address: § 1 Welcome and first login.
• If your question is about leaving Sivva: § 15 What happens when you leave.
• If your question is about a data-subject right: § 16 Data privacy.
• If your question is about a recent change: § 17 What's new.