SOPs

DTC, Inc.

SALES ENGINEER

Standard Operating Procedure

1. Purpose

This SOP defines the Sales Engineer (SE) workflow at DTC, Inc. — covering system design for server and workstation solutions, procurement coordination for HaloPSA part numbers, and build verification prior to deployment handoff.

2. Communication Standards

COMMUNICATION TYPE	STANDARD
Intake Form incomplete	Contact Account Manager same day. Do not begin design until resolved.
Procurement part number request	Submit with full build spec attached. Note any time-sensitive delivery requirements.
Procurement returns part numbers	SE reviews within 1 business day. Forward to Account Management promptly.
Build discrepancy on arrival	Flag to Procurement immediately. Document in HaloPSA ticket with photos if applicable.
Client-specific compliance item	Loop in Account Manager and PM before finalizing spec.
HaloPSA documentation	All specs, quote requests, part number exchanges, and sign-offs must be logged in HaloPSA.

3. Tools & Key References

TOOL / RESOURCE	PURPOSE
HaloPSA	Primary system for tickets, part numbers, procurement, and project tracking. If it is not in HaloPSA, it did not happen.
SE Build Spec Template	Records hardware configuration, model numbers, and cost estimates for every build.
AM Hardware Build Intake Form	Completed by Account Management to capture client requirements before the SE designs a solution.
NinjaRMM	Pull existing client environment data (OS, hardware inventory) when designing upgrades or replacements.
Preferred Vendor Portals	Dell, HP, Lenovo, and other approved vendors for hardware quotes and procurement (varies by use case: HIPAA, CMMC, NIS, etc.).
Procurement Team	Creates part numbers in HaloPSA and returns them to the SE for Account Management quoting.

4. End-to-End SE Workflow Overview

STEP	ACTION	OWNER	OUTPUT
1	Account Management completes the Hardware Build Intake Form with client requirements.	Account Manager	Completed Intake Form
2	Completed Intake Form submitted to Sales Engineer.	Account Manager	Intake Form delivered to SE
3	SE reviews Intake Form, pulls NinjaRMM client data, and begins system design.	Sales Engineer	Draft build spec initiated
4	SE designs solution and documents in SE Build Spec Template (see Section 5).	Sales Engineer	Completed SE Build Spec
5	SE submits build spec to Procurement and requests HaloPSA part number creation.	Sales Engineer	Part number request to Procurement
6	Procurement creates part numbers in HaloPSA and returns them to SE.	Procurement Team	HaloPSA part numbers returned to SE
7	SE reviews part numbers for accuracy and forwards to Account Management.	Sales Engineer	Part numbers sent to Account Manager
8	Account Manager builds client quote using HaloPSA part numbers.	Account Manager	Client quote in HaloPSA
9	Upon client approval, SE creates HaloPSA procurement ticket with specs, vendor quotes, and target delivery date.	Sales Engineer	HaloPSA procurement ticket
10	Upon hardware arrival, SE or deployment team verifies build against spec before handoff to field services.	Sales Engineer	Verified build — handoff to deployment

5. Build Specification

Use the table below to determine hardware requirements based on build type and use case. All builds follow the same documentation and procurement steps (see Section 6).

TYPE	USE CASE	HARDWARE REQUIREMENTS	NOTES / SPECIALTY
SERVER BUILDS
File Server	Shared storage and access	Mid-range CPU, adequate RAM for user count, SAS/SATA storage, RAID 1 or 5, redundant NIC optional	Size storage with 3–5 year growth headroom
Application Server	Line-of-business or practice management software	Higher core count CPU, 70–80% RAM headroom at peak load, SSD storage, RAID 10 recommended	Confirm software vendor minimum specs
Virtualization Host	Hyper-V or VMware	High core count CPU, ECC RAM required, NVMe or SSD storage, RAID 10, redundant NICs	Verify hypervisor licensing and storage backend compatibility
Backup Target	On-site backup destination	Adequate CPU, high-capacity HDD or SSD storage, RAID 5 or 6, confirm backup software compatibility	Document backup software in spec
Database Server	Dedicated database workloads	High-core CPU, dedicated RAM allocation for DB engine, NVMe high-IOPS storage, backup integration	NVMe preferred; confirm IOPS requirements with client
HIPAA / Medical Server	HIPAA-regulated environments	Encryption at rest and in transit, audit logging enabled, redundant PSU, compliance-grade hardware	Verify all compliance requirements with client before finalizing spec
WORKSTATION BUILDS
General Office	Email, Microsoft 365, browser apps	Mid-range CPU, 16GB RAM, SSD storage, integrated graphics, single or dual monitor	Windows 10/11 Pro standard
Medical Imaging	Radiology, ophthalmology, CBCT, Sidexis	Workstation-class CPU, 32GB+ RAM, NVMe SSD, discrete GPU (software-certified), multi-monitor support	Verify GPU certification with imaging software vendor. Confirm DICOM compatibility and HIPAA encryption.
CAD / I/O Scanner	CAD design, intraoral scanner workflows	High-core workstation CPU, 32GB+ RAM, NVMe SSD, ISV-certified discrete GPU	Verify ISV-certified GPU list. High VRAM for large assemblies.
3D Rendering	Rendering and design workloads	High-core CPU, 32GB+ RAM, high-VRAM GPU, NVMe storage	Confirm codec support and rendering software requirements
Dental Practice Mgmt	Dentrix, Eaglesoft, practice management software	Mid-to-high CPU, 16–32GB RAM, SSD storage, single or dual monitor	Check software vendor minimum/recommended specs before finalizing

Documentation & vendor quote steps (all builds):

1. Complete the SE Build Spec Template: model numbers, configuration summary, estimated cost, and build notes.

2. Obtain vendor quotes from preferred vendors (Dell, HP, Lenovo). Compare pricing and delivery timelines.

3. Store quotes in dated folder: YYYY-MM-DD_ClientName_Vendor_Quote.pdf in the client project archive.

4. Submit spec to Procurement with a request to create HaloPSA part numbers (see Section 6).

NOTE

Size CPU at 60–70% peak and RAM at 70–80% peak at full load to avoid early refresh cycles.

For medical environments, confirm HIPAA encryption and audit logging with the client before finalizing the spec.

For imaging workstations, verify GPU compatibility with the imaging software vendor before submitting to Procurement.

Budget for monitors and peripherals — these are frequently missed in initial quotes.

Flag specialty CPU, high-density RAM, or NVMe configurations for extended lead times during Tuesday Execution review.

6. Procurement Coordination & Part Number Creation

Once the SE Build Spec is complete, the SE initiates procurement coordination to ensure every component is catalogued in HaloPSA before Account Management generates a client quote.

SE submits spec to Procurement:

5. Complete the SE Build Spec Template with all hardware details, model numbers, and vendor quotes.

6. Contact Procurement with the completed spec and a request to create part numbers in HaloPSA.

7. Note any time-sensitive delivery requirements or project target dates.

Procurement creates part numbers:

8. Procurement reviews the spec and creates part numbers in HaloPSA for each component or build configuration.

9. Procurement assigns pricing, vendor source, and lead time notes, then returns part numbers to SE.

SE reviews & forwards to Account Management:

10. Review returned part numbers against the build spec for accuracy (model, configuration, pricing).

11. Forward approved part numbers to Account Management.

12. Communicate any special notes — lead times, specialty configurations, compliance items — to the Account Manager.

NOTE

Part numbers must exist in HaloPSA before Account Management can build a client-facing quote. Do not skip this step.

If a part number already exists for the same configuration, verify pricing is current before forwarding.

Log all Procurement communications in the HaloPSA project ticket. If it is not in HaloPSA, it did not happen.

7. Hardware Build Intake Form Process

The Intake Form is the starting point for every build. It ensures Account Management captures complete client requirements before the SE begins designing.

Account Management responsibilities:

13. Complete the Intake Form in full with the client — device type, practice details, software requirements, user counts, and specialty hardware needs.

14. Submit the completed form to the Sales Engineer to begin the design process.

SE responsibilities:

15. Review the Intake Form for completeness before beginning design. If incomplete, contact Account Manager immediately.

16. Use the Intake Form as the primary requirements document (see Section 5).

17. Pull current client environment data from NinjaRMM to supplement the form where applicable.

INTAKE FORM FIELD	WHY IT MATTERS
Device Type	Determines the specification path (server or workstation) the SE follows.
Practice / Client Name	Links the build to the correct client record in HaloPSA and NinjaRMM.
Workstation / User Count	Drives server sizing and workload planning.
Practice Management Software	Required to verify hardware compatibility and licensing.
Specialty Hardware / Software	Triggers specialty review (HIPAA, imaging GPU, CAD certification).
Timeline / Urgency	Informs vendor lead time planning and procurement priority.

NOTE

Never begin designing a spec from a partially completed Intake Form.

If the client environment is unknown, pull NinjaRMM data before finalizing any replacement or upgrade specification.