Onboarding Form | SpecGravity

Contract Owner Information

Contract Owner Name *

Contract Owner Email *

Contract Owner Phone *

Escalation Matrix

ℹ️

Define your escalation procedures using one of the following methods:

1. Customize the examples in our standard escalation matrix below

2. Download our template and upload your completed escalation matrix

Interactive Matrix

Template Upload

✏️

Instructions: Only the yellow highlighted example text can be edited. Customize these examples to match your business needs.

#	Category / Hospitality Definition	Example	Escalation path	Acknowledgment	First Response / Contact
1	Critical business-stopping: unable to accept customer orders	Payment systems are down (network fails, register fails, mobile fails)	Call – Custom Number to be Provided Later	ASAP	ASAP
2	Business-impacting: can help customers but operations meaningfully impacted	Single register failure; printer / KDS failure	Call – Custom Number to be Provided Later	ASAP	1 hour
3	All others: annoying but can still operate -- workaround exists without immediate fix	Music down, customer Wi-Fi down, Timeclock Down, etc	Portal: Custom Portal Link to be Provided Later	1 hours	2 hours
4	Nice-to-have enhancement: good to have but no reduced function relative to standard	Computer upgrade, moving mobile iPad / KDS	Portal: Custom Portal Link to be Provided Later	1 hours	6 hours
5	Project: planned upgrades or changes	Printer upgrade rollout, installing food tablets for mobile	Portal: Custom Portal Link to be Provided Later	1-2 hours	24 hours

Severity Level 1 - Critical

Category / Definition:
Critical business-stopping: unable to accept customer orders

Example:
Payment systems are down (network fails, register fails, mobile fails)

Escalation path:
Call – Custom Number to be Provided Later

Acknowledgment:
ASAP

First Response:
ASAP

Severity Level 2 - High

Category / Definition:
Business-impacting: can help customers but operations meaningfully impacted

Example:
Single register failure; printer / KDS failure

Escalation path:
Call – Custom Number to be Provided Later

Acknowledgment:
ASAP

First Response:
1 hour

Severity Level 3 - Medium

Category / Definition:
All others: annoying but can still operate -- workaround exists without immediate fix

Example:
Music down, customer Wi-Fi down, Timeclock Down, etc

Escalation path:
Portal: Custom Portal Link to be Provided Later

Acknowledgment:
1 hours

First Response:
2 hours

Severity Level 4 - Low

Category / Definition:
Nice-to-have enhancement: good to have but no reduced function relative to standard

Example:
Computer upgrade, moving mobile iPad / KDS

Escalation path:
Portal: Custom Portal Link to be Provided Later

Acknowledgment:
1 hours

First Response:
6 hours

Severity Level 5 - Project

Category / Definition:
Project: planned upgrades or changes

Example:
Printer upgrade rollout, installing food tablets for mobile

Escalation path:
Portal: Custom Portal Link to be Provided Later

Acknowledgment:
1-2 hours

First Response:
24 hours

Upload Completed Escalation Matrix

📋

Download our escalation matrix template, fill in your escalation procedures, and upload the completed file.

📊

Drop your completed escalation matrix here or click to browse

Accepted formats: .pptx, .pdf, .docx

Security-Related Requests

New User Accounts

▼

Requires Approval?

Yes

No

Username Format

Primary Approver

Secondary Approver

Authenticate Help Desk Caller?

Yes

No

Security Group(s)

New Mail Accounts/Mailboxes

▼

Requires Approval?

Yes

No

Email Address Format

Primary Approver

Secondary Approver

Distribution Group(s)

Password Resets

▼

Requires Approval?

Yes

No

Primary Approver

Secondary Approver

Authenticate Help Desk Caller?

Yes

No

Software Installation

▼

Requires Approval?

Yes

No

Primary Approver

Secondary Approver

Location Information

ℹ️

Add location information using one of the following methods:

1. Enter locations manually one at a time

2. Download our template and upload multiple locations at once

Manual Entry

Bulk Upload

Add Location Manually

Site Name *

Primary Site ID *

Address Line 1 *

Address Line 2

City *

State *

Zip Code *

Country Code *

Phone Number

Email

Added Locations (0)

Bulk Upload Locations

📋

Download our template, fill in your location information, and upload the completed file.

📁

Drop your CSV file here or click to browse

Accepted format: .csv

IT Infrastructure Details

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Please provide information about your current IT infrastructure. This helps us better understand your environment.

Network & Internet Services

▼

ℹ️

Add network information using one of the following methods:

1. Enter network services manually

2. Download our template and upload multiple network services at once

Manual Entry

Bulk Upload

Add Network Service

Location/Site *

ISP Provider *

Connection Type *

Bandwidth (Download/Upload)

Monthly Cost

Contract End Date

Static IP Addresses

Account Number

Network Services (0)

Bulk Upload Network Services

🌐

Drop your CSV file here or click to browse

Accepted format: .csv

Security & Firewall

▼

Location/Site

Firewall Type/Model

Antivirus Solution

VPN Solution

Spam Filter Service

Email & Communication

▼

Location/Site

Email Platform

Number of Email Accounts

Email Retention Policy

Software & Licenses

▼

Software Name

Version

Number of Licenses

Renewal Date

Common Software Checklist

We use QuickBooks

We use SharePoint

We have Mobile Device Management

Remote Access & VPN

▼

Location/Site

Remote Access Solution

Number of Remote Users

VPN Type

Printers & Peripherals

▼

Device Type

Make/Model

Location

Network/USB

Wireless Network

▼

Location/Site

Wireless Access Points

Guest Network Available?

Yes

No

Wireless Security Type

Service Bills Upload

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Please upload your ISP (Internet) and Phone bills for the past 3 months.

This helps us analyze your current costs and recommend optimal solutions.

Internet Service Provider (ISP) Bills

▼

🌐

Drop ISP bills here or click to browse

Upload up to 3 months of bills (PDF, JPG, PNG)

Phone Service Bills

▼

📞

Drop phone bills here or click to browse

Upload up to 3 months of bills (PDF, JPG, PNG)

Additional Information

Special Requirements or Notes

Preferred Implementation Timeline

Finance

ℹ️

Finance Information Required

Please have your finance team complete the form below, or share it with them using the contact information section.

Finance Form Access:

Please click the link below to access our finance information form. This form collects essential financial details needed for your onboarding process.

Open Finance Form in New Window

The form will open in a new window/tab for your convenience.

Share with Finance Contact

▼

If you need to share this form with your finance team, please provide their contact information below:

Finance Contact Name

Finance Contact Email

Finance Contact Phone

Hospitality Including:

Clients Worked with

New Client Onboarding Form

Company Information

Contract Owner Information

Escalation Matrix

Upload Completed Escalation Matrix

Drop your completed escalation matrix here or click to browse

Security-Related Requests

New User Accounts

New Mail Accounts/Mailboxes

Password Resets

Software Installation

Location Information

Add Location Manually

Added Locations (0)

Bulk Upload Locations

Drop your CSV file here or click to browse

IT Infrastructure Details

Network & Internet Services

Add Network Service

Network Services (0)

Bulk Upload Network Services

Drop your CSV file here or click to browse

Security & Firewall

Email & Communication

Software & Licenses

Common Software Checklist

Remote Access & VPN

Printers & Peripherals

Wireless Network

Service Bills Upload

Internet Service Provider (ISP) Bills

Drop ISP bills here or click to browse

Phone Service Bills

Drop phone bills here or click to browse

Additional Information

Finance

Share with Finance Contact

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