Small Projects SOPs
DTC, INC.
Small Projects SOP
Standard Operating Procedure — Milestone Workflow & Role Assignments
Owner: Project Manager | Applies to: HaloPSA Small Project template | Version 1.0 | Effective 2026-09-14
1. Purpose
Defines who owns each milestone and ticket in the Small Project HaloPSA template, worked in order from top to bottom. Use this to assign work without guessing who picks up what.
2. Roles Referenced
Role | Who / What It Covers |
|---|---|
PM | Project Manager — owns project reviews and overall delivery. |
AM | Account Manager — owns client-relationship data gathering (passwords, pain points, IT Glue). |
CSA | Client Success Advisor — owns agreement/managed-services review and billing changes. |
Asset Admin | Owns procurement, hardware recycling, and procurement/hardware QA review. |
Lab Resource | Owns physical staging and provisioning of assets. |
Field Tech | On-site technician — installs, deliveries, and equipment pickup. |
Remote Tech (T2/T3) | Remote technician, typically T2 or T3 — remote installs, tenant setup, cleanup. |
CC Team | Code Commander Team — current pool: Mike Nelson, Zach Boogher. Owns remote MSP onboarding execution and its review. |
3. Workflow — Waterfall, Top to Bottom
Milestone 1: Procurement
1 ticket — complete before moving to the next milestone.
Ticket | Assigned To | Notes |
|---|---|---|
Procure Product | Asset Admin | Order hardware/software per the approved scope. |
Milestone 2: Staging
2 tickets — complete before moving to the next milestone.
Ticket | Assigned To | Notes |
|---|---|---|
Deliver/Stage Equipment to Client | Field Tech |
|
Provision Assets | Lab Resource |
|
Milestone 3: Hardware Lifecycle — Workstation Related
4 tickets — complete before moving to the next milestone.
Ticket | Assigned To | Notes |
|---|---|---|
Workstation Install — Field | Field Tech |
|
Workstation Install — Remote | Remote Tech (T2/T3) |
|
Workstation Install Follow-Up — Field/Remote | Remote Tech (T2/T3) | Assign to whichever resource performed the original install. |
Workstation Backup/Win 11 Upgrades | Remote Tech (T2/T3) |
|
Milestone 4: Quality Assurance
7 tickets — complete before moving to the next milestone.
Ticket | Assigned To | Notes |
|---|---|---|
QA — Agreement Review | CSA | Redundant with Managed Services Review — schedule only one (see Key Rules). |
QA — Endpoint Cleanup | Remote Tech (T2/T3) |
|
QA — Equipment Pickup | Field Tech | Only if the client has old equipment to return. |
QA — Hardware Recycling | Asset Admin |
|
QA — Managed Services Review | CSA | Redundant with Agreement Review — schedule only one. |
QA — Project Review | Project Manager |
|
QA — Procurement Review | Asset Admin |
|
4. Key Rules
1. Work milestones top to bottom — don't start Hardware Lifecycle until Procurement and Staging are closed.
2. Agreement Review and Managed Services Review are the same check from the CSA. Schedule one ticket, not both.
3. Equipment Pickup only applies when the client has old equipment to return or recycle.