REGISTRATION GUIDE FOR SERVICEPROScommunity.servicelive.com/docs/ServiceLive_Provider...Registration If you have not registered as a SERVICEPRO in ServiceLive, please reference the

REGISTRATION GUIDE FOR SERVICEPROS V. 1.1.4

S e r v i c e L i v e . c o m | R E G I S T R A T I O N G U I D E 2

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I. OVERVIEW ...................................................................................................................................... 3

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TThhee SSeerrvviicceeLLiivvee WWeebb AAddddrreessss ................................................................................................................. 7 FIGURE 2: SERVICELIVE HOME PAGE ................................................................................................ 7

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I. OVERVIEW

WWhhaatt iiss SSeerrvviicceeLLiivvee??

ServiceLive is an online marketplace that connects BUYERS with SERVICEPROS across multiple service categories. This unique business model quickly and easily connects a person or company needing services performed with available, and rated SERVICEPROS. The marketplace allows for clear, free flowing communication and reduces points of friction during the entire service process. This is the “Registration Guide” for SERVICEPROS”. To register as a ServiceLive Provider please login to http://provider.servicelive.com

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For SERVICEPROS ServiceLive is a great place to connect with business opportunities. Whether it’s a long term project, or a quick job to fill in down time in your schedule, ServiceLive will put you in the marketplace with active BUYERS in need of your services. It provides a marketplace that is a win-win for both the BUYER and the SERVICEPRO. ServiceLive provides a value to the SERVICE PROVIDER by helping you leverage the unused capacity that exists across virtually every type of service. By using the ServiceLive platform, you have the ability to promote your experience, credentials, and skills. BUYERS will have the opportunity to sort through our provider list by criteria that is important to the job at hand, BUYER RATINGS, background checks, even languages spoken. In addition, ServiceLive provides an online method of payment through ServiceLive Wallet (Finance Manager) for ServicePros to get paid.

WWhhaatt IItt CCoossttss?? Our goal is to make ServiceLive the most robust tool for BUYERS and providers to connect with each other. SERVICEPROS pay only one minimal fee per completed SERVICE ORDER. As a provider, you are charged 10% of the SERVICE ORDER amount authorized by the BUYER, only after the SERVICE ORDER has been completed and closed by the BUYER. Many providers pay credit card transaction fees. Unlike other sites, ServiceLive providers are not charged with any other fees for registering or for leads. The 10% service fee is assessed to compensate for benefits provided by ServiceLive’s market place. Providers should consider the value of these benefits as they accept work through ServiceLive.


II. GETTING STARTED

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ServiceLive saves valuable time by automating the process of Service BUYERS finding and hiring SERVICEPROS. Time-consuming searches and negotiations on the telephone are reduced so both BUYERS and providers can be more productive. The platform allows providers to compete with other providers for jobs that match their skills and other criteria. Figure 1 illustrates the process flow of how ServiceLive works, the roles of SERVICEPROs, BUYERS; and how they work together to create the ServiceLive marketplace.

Figure 1: How ServiceLive works


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The ServiceLive model considers not only the BUYERS, but the SERVICEPROS to be customers of the marketplace. In ServiceLive SERVICEPROS are able to define their areas of expertise, credentials, geographic coverage. These are main services that we offer our SERVICEPROS.

SERVICES Home Electronics Service Roofing & Siding • Plasma & LCD Installation • Roofing • Audio Specialists • Skylights • Home Theater Installation • Gutters • TV Repair • Siding Computer/Network Service Walls & Ceilings • Wireless Networking • Painting Interior/Exterior • PC Repair • Sponge or Faux Finishing • Security/Virus Removal • Textured Finishes • Computer Upgrades • Wall Papering Appliance Installation

Flooring • Stoves & Microwave Ovens • Carpeting • Refrigerators • Vinyl Flooring • Washers & Dryers • Tile Flooring • Dishwashers • Laminate/Wood Flooring Carpentry & Woodworking

Automotive • Closets & Organization • Battery Installation • Trim & Moldings • Car Stereo Installation • Doors • Towing Service • Decking • Detailing Plumbing Kitchen & Countertops • Faucets/Sinks • Counter Top Installation • Water Heater Installation • Faucets & Sinks • Humidifiers • Cabinets • Water Treatment System • Garbage Disposals • Sprinkler Systems Heating & Cooling

Product Assembly • Central Air Conditioning • Patio Furniture • Central Heating • Grills & Gazebos • Window/Room Air Conditioners • Fitness Equipment • General Repair & Maintenance • Lawn Buildings Handyman Service Delivery Services • Basic General Services • General Merchandise • Lights Switches & Outlets • Appliances • Fixtures, Fans, etc. • TV and Home Theater • Holiday Lighting • Groceries Lawn & Garden

Garage Doors • Tree & Shrub Service • Installing GDO • Lawn Care Service • Landscaping - Design & Installation • Sprinkler Systems Health & Beauty Decorating • Fitness • Color Consultation • Hair and Nails • Deck, Landscape and Patio Design • Physical Therapy • Home Staging • Salon Services • Interior Design Pet Care Photography • Pet Cage/Yard Clean Up • Commercial Photography • Pet Grooming • Digital Camera/Storage - Learning Session • Pet Sitting • Portrait Sittings • Pet Walking / Exercising Specialty Cleaning

• Aircraft • Boats • RV's, Travel Trailers, Golf Carts • Exterior Trash Bins

Table 1: Current Services – Available services will vary by location


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As a SERVICO PRO, you can:

• Increase your sales opportunities – The ServiceLive database includes BUYERS from large home service companies. Instead of spending your time looking for leads, they’ll come to you!

• Expand your presence into other markets – Deepen your services and respond to more complex service opportunities.

• Fill unexpected downtime quickly, without the obligation to accept work you don’t need. • Save money on advertising and level the playing field – As a ServiceLive Provider, you’ll gain access to

the same dependable service opportunities as larger competitors in your area. • Receive quick on-line payment – No more worrying about confusing payment processing systems.

SERVICE ORDER payments accumulate in your ServiceLive Wallet. • Enjoy the support of an effective sales partner – Your business can benefit from the combined reach,

resources, and reputation of ServiceLive and our BUYERS. Joining our network is a great way to increase your sales opportunities, and reduce your costs.

RReeggiissttrraattiioonn PPrriivviilleeggeess –– WWhhyy RReeggiisstteerr??

Currently there is no cost to join, no monthly payments, no cost per lead and no penalty for passing on work you don't want. Here are some of the other benefits of joining ServiceLive:

• Compete on your skills and service rating – Service BUYERS seek you out because of what you do and how well you do it, not because you have a big ad in the yellow pages.

• Find qualified leads – BUYERS have searched for your skills and have the option to pre-fund service orders. Pre-funded terms are included under the Buyer’s Terms and Conditions in your service order. If you are the first SERVICEPRO to accept the SERVICE ORDER; you've got the job.

• Expand your business without expanding your marketing budget – ServiceLive has national resources devoted to building relationships with service BUYERS and building a name for ServiceLive.

• No pay-per-lead – Other sites charge you per lead, whether you accept or not. On ServiceLive you pay 10% of your SERVICE ORDER only when you are paid.

• Spend less time bidding and more time working – There's no need to write proposals, give free estimates, or go through rounds of time-consuming negotiations over the phone.

• Get paid quickly – No more driving around town collecting and depositing checks. The BUYER will release funds to your ServiceLive Wallet when the order is closed. To get the full benefit of the ServiceLive marketplace as a SERVICEPRO you will need to register and create a profile. Please see REGISTRATION for instructions on this process.


III. ACCESSING THE SERVICELIVE SYSTEM

TThhee SSeerrvviicceeLLiivvee WWeebb AAddddrreessss Launch your Internet browser such as Internet Explorer or Firefox. Connect to the web site by entering the Universal Resource Locator (URL) then the domain name or address:

http://provider.servicelive.com

ServiceLives’ homepage can be viewed by all users. Looking over the home page, the window displays links to all of the site’s functionality. If your screen is not large enough to display the entire page, scroll bars will automatically appear.

Figure 2: ServiceLive home page


The viewing area of ServiceLive displays the web page and will change as the user selects various options. Once inside ServiceLive, buttons pertaining to ServiceLive will appear along the right side and top, as well as the main content area and at the bottom of the page.

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Once you have located the home page of ServiceLive in your web browser, you will have the opportunity to register as a first time user or to log in if you have already become a registered user.

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If you have not registered as a SERVICEPRO in ServiceLive, please reference the REGISTRATION section of this manual for instruction on how to do so.

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If you have already completed your registration and wish to log in to view your account or use any of the available features of ServiceLive, please reference the Log in section of this manual.

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To navigate your way through ServiceLive, the site offers links (“hyperlinks”) that you can use your mouse to click on in the form of text (“hypertext”) and graphical buttons. The homepage contains the identity of the web site, ServiceLive, as well as several links that are used to navigate users to various locations within ServiceLive. For explanation and reference, the names of those navigation hyperlinks or buttons and a brief description of what they offer are included in the tables below.

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As demonstrated throughout this document, hypertext links can appear as underscored text often of another color other than black or as a 3-D object such as a button. Most web pages contain hyperlinks that take the user from one web page to another within the same web site and sometimes to a web site external to. Selecting one of these objects will navigate you to another web page. Click a navigation button to view the specified web page. If the navigation buttons disappear, new buttons or hyperlinks may appear on the page. You can also click the Back browser button to return to the previous page.

Quick Recap: Accessing the System 1. Launch your Web browser.

2. Enter the URL for ServiceLive home page: http://provider.servicelive.com 3. Press the <Enter> key. The web site opens to the home page. Hyperlinks as indicated by text that is blue are available for users to browse, register, login, or view information pertaining to


IV. SERVICEPRO REGISTRATION

IInniittiiaall PPrroovviiddeerr RReeggiissttrraattiioonn In order to become fully compliant with ServiceLive you will need to be registered and approved. To begin the registration process follow the simple steps listed in this section. To complete the registration process and begin receiving SERVICE ORDERS, you will need to build a profile for your PROVIDER FIRM and a profile for at least one SERVICEPRO.

Utilizing the web forms provides a level of confidence that the information collected is complete and accurate.

Figure 3: The ServiceLive home page at www.servicelive.com

1. Point your web browser to http://provider.servicelive.com

2. Click on the “Providers Join Now!” button.

3. You land on the “What You Need to Register” page which lists all of the MATERIALS you will need to collect and have access to as you proceed further in the registration process. The documents you need to register with ServiceLive are as follows:

• Legal Business Status – All ServiceLive PROVIDER FIRMS must be registered as a legal business

entity. • Address & Contact Information – Your address gives us a point of reference when estimating your

service area. • Licenses & Certifications – Licenses and certifications offer a competitive advantage by showing that

you have advanced training or government authorizations. • Insurance – ServiceLive providers represent that they have valid workers compensation, vehicle liability,

and general liability insurance policies. By uploading insurance documents, the SERVICEPRO can provide greater assurance to the BUYER that they have the appropriate insurance. Collect these documents now. Once you have them in front of you, click “Join Now” to proceed.


You will now see a page that contains a web registration form. Use this form to begin inputting your company information. This information will be used to start your business profile. Fill in all of the provided fields. Aside from the fields labeled “(Optional)” all of the fields in this form are required. Please read the “Terms and Conditions”, before accepting and submitting your registration.

Figure 4: Begin your registration by filling in your business information Once these steps are complete, click the “Submit Registration” button to proceed. You’ll see a “Congratulations!” page. You are on your way to a successful business relationship with the ServiceLive marketplace.

Figure 5: Congratulations confirmation.


Within a few minutes, you'll receive an EMAIL from [email protected], which will contain a unique user account number, as well as a temporary password. Use this information to log in to ServiceLive so you can finish the registration process.

If you do not receive this confirmation within a few minutes, please check your spam EMAIL and make sure that the EMAIL hasn't been blocked by your spam filter. If the confirmation EMAIL does not appear in your general EMAIL box or trash, contact us at [email protected] to verify your account. This is what the “Thank you for registering with ServiceLive” email looks. Follow the link provided to continue your registration of your Provider Firm profile as well as the registration of your SERVICEPROS.

Figure 6: “Thank you for registering with ServiceLive” EMAIL.

1. Once you receive the EMAIL follow the link that is provided (You can click the link or copy and paste it into your browser's address bar).

• This action will return you to the www.serviceLive.com site. • Log in with your username and temporary password. • You may copy and pasted your temporary password when initially logging in.

2. You will be taken to a page to create a unique password. You will create a password for your

account here. This will overwrite your temporary password.


• Password specifications are listed on this page. Abide by these rules to create a valid password. • Create a “Secret Question” and answer which will be used as a unique identifier to your account. • When completed, click the “Build Your Profile” button to proceed.

3. Creating Your Unique Password

Please create and confirm a new password before logging back into the system. For your added protection, ServiceLive requires certain guidelines be followed. Figure 7: Create a unique password for your ServiceLive account You'll need to create and confirm a new password before proceeding. For security purposes, your new password must be between 8 and 30 characters long and include at least one of the following:

• One upper-case letter from A to Z • One digit between 0 and 9 or one special character, such as! @ # % or &

As an example, you may create something like this: “serviceLIVE#07”. Do not use your SERVICEPRO user ID as a password, and do not use three of the same characters in succession. For your security you are only allowed up to 5 attempts. If you forget your password or ID, please contact ServiceLive support.


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Once your password has been accepted, you are now logged on to the ServiceLive network. To complete the registration process; you will need to build a profile for your PROVIDER FIRM and for at least one SERVICEPRO. Start by selecting “Build Your Profile” in the PROVIDER FIRM Profile window. Once you have completed your PROVIDER FIRM Profile, you can enter as many SERVICEPROS as you’d like.

Figure 8: Begin building your Firm and service pro profile in ServiceLive.com NOTE: All companies MUST list at least one SERVICEPRO that will perform work, even if you are the sole proprietor of your company. All information (this includes general information, position within the company, skills, individual credentials, coverage area, and schedule) MUST be complete for each team member. For example, if John Doe is the owner and sole SERVICE PROVIDER for the abc123 Company, he must list himself as a team member, he must declare his position with the company, and he must fill out all team member information for himself (this includes general information, skills, individual credentials, coverage area, and schedule) Completing your profile as a Provider Firm is an important step of the registration process with Service Live. Provide as much information as possible. To become fully registered with ServiceLive you will need to first complete your “PROVIDER FIRM Profile”. This is the profile where your company information is stored. You will have access to edit this information at any time.


Utilizing the web forms provides a level of confidence that the information collected is complete and accurate. As you fill out this information, keep in mind that this is the content that will make up your public profile that BUYERS will see. Be clear and concise, but also include everything that will help you to “show off” the traits that make you a successful SERVICEPRO.

Figure 9: To complete your firm registration in ServiceLive you must complete all required text fields


The PROVIDER FIRM Profile utilizes a tab layout to organize various sections of the profile. For example, all of the information you enter will fall under the following tabbed headers in the application process: For best results, begin with the “Business Information” tab and work from left to right completing each tab as you go. In order to complete your firm registration in ServiceLive you must complete all required text fields and answer all required questions in each of the PROVIDER FIRM Profile tabs.

• Business Information – Your business profile gives BUYERS all the information they need to contact you, as well as a quick understanding of what you do best.

• Warranties & Policies – Some of our BUYERS require service warrantees on the work you do. Others have workplace standards that contractors they hire must adhere to. Your answers to the questions in this section help BUYERS determine if your workplace standards match theirs.

• Licenses & Certifications – If your company has licenses or certifications, you will upload them in this section. These credentials will allow you to accept orders on projects that require licenses and certifications. Once uploaded, your credentials may be verified by the ServiceLive team.

• Insurance – ServiceLive requires all of its PROVIDER FIRMS to maintain all requirements for the states and localities in which they do business and commercial business liability coverage in all states. You will indicate in this section whether you have the required insurance coverage.

• Terms & Conditions – You must agree to the ServiceLive terms and conditions in order to complete your registration. PROVIDER FIRMS and SERVICEPROS who fail to abide by these terms and conditions will be removed from the ServiceLive network. In case of any inconsistency between this document and the Terms & Conditions, the Terms & Conditions shall over rule this document. Additionally, ServiceLive reserves the right to changes its Terms & Conditions, without prior notice.


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In this table you will find the titles of the registration tabs. When registering, you will have either a green completed checkmark icon, a yellow incomplete icon, or a red error icon. See which fields are required.

Table 2: Firm registration tab titles and required fields

TAB LABEL

”COMPLETED” GREEN CHECK

MARK ICON

“INCOMPLETE” YELLOW

CHECKMARK ICON

“ERROR” RED CHECKMARK

ICON

REQUIRED FIELDS

Business Information

When all required information has been entered without any errors.

If you have not started the tab or if any required data fields are blank.

If a data error has occurred. Example: Data formatting error.

• Tax Payer ID • Confirm Tax Payer ID • Business Structure • Business Started • Is the Business foreign Owned? • Foreign Owned % ( If Yes above) • Size of Company • Annual Sales Revenue • How many SERVICEPROS will your company host or service?

Warranties & Policies

When all required information has been entered without any errors.

If any of the radio buttons have not been selected.


All fields are required.

Licenses & Certification

When all required data has been entered without any errors or when you clicked “I do not wish to provide this information at this time.”

If you have not started the tab or if any required data fields are blank.


• Type of Credential • Category • Issuer of Credential • Name of License or Certification • Credential Number • Issue Date

Insurance When you have answered all of the required questions and the amounts are entered and equal zero or greater.

If you have left out any required fields, have not chosen an insurance type, or your amounts have not been entered.

If a data error has occurred. Example: Data formatting error; if user agrees for any insurance type, but does not enter amount; or amounts are not within limits.

All fields are required. All of your insurance amounts must be entered (and must be within limits). User must agree to all the insurance requirements: All 3 insurance types and correspondingly their amounts.

Terms & Conditions

When you have selected “I accept terms and conditions. “

If you have not started the tab or when a radio button hasn’t been selected.

No formatting errors on this tab.

One selection choice is required.


IInnssuurraannccee RReeqquuiirreemmeennttss –– PPrroovviiddeerr FFiirrmm The “Insurance” tab is important to the Provider Firm as is one of the requirements of becoming Sears Approved.

Figure 10: Provider Firm Profile – How to complete Insurance Tab


BBuuiillddiinngg SSEERRVVIICCEEPPRROO PPrrooffiillee Now that you have completed building your Provider Firm profile, you can begin to create profiles for each of your individual SERVICEPROS. These will be the profiles where the information is stored for each of the individuals in your work force that will be out in the field performing the SERVICE ORDERS you receive. You will have access to edit this information at any time. Choose “ADD a SERVICEPRO” or “I AM a SERVICEPRO” to complete the SERVICEPRO Profile.

Figure 11: Build your Service Pro Profile


Please note the differences between “Add a SERVICEPRO” and “I am a SERVICEPRO.” Adding a SERVICEPRO means that you as a provider will be receiving SERVICE ORDERS. You can add as many SERVICE PROVIDERS as you prefer. The more SERVICEPROS you register, the more SERVICE ORDERS your company will be able to receive. Selecting “I Am a SERVICEPRO” means that you are listing yourself as a SERVICEPRO and completing SERVICE ORDERS. The SERVICEPRO profile utilizes a tab layout to organize the various sections of the profile. To enter information please follow the tabbed headers in the application process:

Figure 12: Registering a SERVICEPRO.


• General Information – ServiceLive simplifies project management by letting your SERVICEPROS accept and manage their own orders. That means less administrative work for you and your staff and more time in the field for your SERVICEPRO. Please complete all required fields and click on “Next.”

Figure 13: Completing General Information tab in the SERVICEPRO Profile


• Marketplace Preferences – As the administrator and primary contact, you have access to all ServiceLive activities. You'll be able to define access and user preferences for each user you add to your account. Specify user access to your ServiceLive account from this page. You'll be able to define access and user preferences for each user you add to your account.

Figure 14: Completing the Market Place Preference tab


• Skills & Services – This is the section in which you will specify any and all skills and services for each of your SERVICEPROS. Skills & Services is an important part to your SERVICEPRO profile. The more specific you can be in creating the skill sets of each provider, the better the chances are in acquiring SERVICE ORDERS for those providers.

• Language Fluency – Enter all language fluency capabilities for the SERVICEPRO that may be useful on

any SERVICE ORDER site.

Figure 15: Adding Skills & Services to your SERVICEPRO profile.


• Service Skill Category – Skill categories are a very important part of the SERVICEPRO profile. These are the skills that will be available for each BUYER to see and make a decision on whether you offer you a SERVICE ORDER or not

Once you have selected at least one top tier skill category, you have only specified your available skill sets. To continue specifying skill sets you must choose the “Build Service Skills” button after a top tier selection(s) has been made in order to drill down and further specify more detailed skill sets. This is a very important step as it will directly reflect in the number of SERVICE ORDERS the SERVICEPRO receives. Always choose as many skill categories as suites the SERVICEPRO.

• Build Service Skill Category Specializations – On this page you will check all the skill specialization

boxes that apply. Remember, these are specific skill specializations that will be used to promote the SERVICEPRO to the BUYER. Be as specific as possible and select all that apply. Once you have selected at least one specialization per top tier skill category, click the “Next” button at the bottom of the form to proceed.

Figure 16: Selecting skill categories and building Service Skills


• Licenses & Certifications – If this SERVICEPRO has licenses or certifications, you may add them here. These credentials will allow your SERVICEPRO to accept orders for projects where licenses and certifications are required by the BUYER. Click “Add Credential” to upload credentials, which will be verified by the ServiceLive team.

Figure 17: Managing licenses and credential for SERVICEPROS

If you do not want to add any licenses or certifications at this point in your registration process, you can come back and do so at a later time. In order to update your profile later and continue with your registration at this time, select the checkbox that states “I do not want to add any licenses or certifications at this time.” Then click the “Next” button. If you do want to add licenses and/or credentials at this time, you must specify the following information. This information is required for each credential that the SERVICEPRO’s profile will include.

• Type of Credential • Category of the credential • Name of License or Certification • Issuer of Credential • Credential Number • City, County, and State of credential (If applicable) • Issue Date of credential • Expiration Date (if applicable)

A digital file of the Credential will be uploaded to ServiceLive. (For help with digital image files, please see the section of this manual titled “Digital File Types Explained.”)


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Figure 18: Adding or editing credentials for SERVICEPROS.

• Background Check – ServiceLive uses PlusOne, for all screening on background checks. ServiceLive

will work with a third party (PlusOne) to review criminal, vehicle registration and property ownership records. Currently we are running a promotional where SERVICEPROS will not have to pay any fees. Since most SERVICE ORDERS require a home visit, we require that all SERVICEPROS undergo a background check. Just like you, we are committed to the safety of our service customers.

Each background check usually takes 5-10 business days after which you will be provided with the SERVICEPRO's overall rating. Information gathered during each background check will be kept confidential. IMPORTANT: If you are registering a SERVICEPRO on your team, you are legally required to gain approval from your SERVICEPRO before we can begin the background check. Please explain that we are conducting the check out of concern for the safety of service customers and that the procedure is routine. Our third party background check provider will review the following criteria:

7 year period for all residences uncovered in the SSN and Employment History Search Felony and Misdemeanor Convictions or Withheld Adjudications


Review a Compilation of Databases at the National and Federal Level State Sex Offender Registry Searches Driver's License Search (looking for valid DL) SSN Verification

Review the background check request information for each of your team members and make sure that you have:

• Entered the EMAIL address of the team member for whom you are submitting the background check request. • Entered the primary contact EMAIL address for your company. • Clicked on the “Send EMAIL” button.

Figure 19: Submitting a SERVICEPRO for a background check.


NOTE: You MUST click the “Send EMAIL” button for your team member(s) to receive the request and be able to initiate the background check procedure. The SERVICEPROS for whom you submitted background check requests will each receive an EMAIL similar to the one below. The EMAIL message includes a live link to the background screening page.

Hello MAX SMITH,

This is a background check request generated by your company on behalf of ServiceLive. ServiceLive cares about our buyers and our buyers’ customers. We know you, as a service provider, care about them too. Because we are concerned about their safety, security and satisfaction during an in-home service experience, all service providers must complete a thorough background check.

Your willingness to comply with this request shows your commitment to our efforts to keep our buyers and our buyers’ customers very satisfied.

All background checks are preformed by an independent third party provider. By participating in this process, you agree that ServiceLive has no responsibility for the performance and approval of (or failure to approve) your background check.

Please click the link below to complete the quick and simple background screening application.

Background Check

The “Background Check” link will take your SERVICEPROS directly to the background screening page. Here, your SERVICEPROS can fill in their information and initiate the background screening process. Results from the background screening process are typically available after an average of three to 10 business days. For more on completing the background check steps please refer to the BACKGROUND CHECK PROCESS section of this manual. See the table of contents for page numbers.

You must click on the “Background Check” link in order to complete the background check for ServiceLive. You will be redirected to PlusOne website to complete the process.


• Terms & Conditions – You must agree to the following terms and conditions in order to complete your registration. PROVIDER FIRMS and SERVICEPROS who fail to abide by these terms and conditions will be removed from the ServiceLive network.

Figure 20: Select that you accept the Terms & Conditions and click “SAVE”


RReeggiissttrraattiioonn SSttaattuuss DDeeffiinneedd Your provider “Profile Status” indicates the current status of your SERVICEPRO application on ServiceLive.com. The current status of your provider account is displayed in two different areas on the DASHBOARD page. Your provider “Profile Status” can be in one of the following status at any given time:

• Incomplete – Your application form is not complete; additional information needs to be completed. • Pending Approval – Your application is complete and under review by ServiceLive ADMINISTRATORS.

This status applies to your insurance, background check etc. • Registration Complete – A ServiceLive’s ADMINISTRATOR has validated your business information

and is currently reviewing any documents you have uploaded with your application. • Out of Compliance – One or more of your certifications or CREDENTIALS (such as insurance) were

reviewed and found to have errors or require updated information. • Declined – There is a problem with your account; it either did not meet all the requirements or it has

invalid data. • Suspended – Your account is currently deactivated. Possible reasons for deactivation include: violation

of site terms and conditions, privacy policy, or provider agreement; failure to return a part; or, an investigation is underway over a BUYER issue.

• Terminated – Your account has been terminated. • ServiceLive Approved – Your application is complete and all of your approved SERVICEPROS are

eligible to participate in work.

Figure 21: You must complete the profile status for your PROVIDER FIRM Profile as well as for your SERVICEPRO


• If your current provider “Profile Status” is “Incomplete” the application you submitted is not complete and

additional information needs to be provided to continue the review process and ultimately, to be approved as a ServiceLive SERVICEPRO. You will need to follow these steps to move the SERVICEPRO “Profile Status” from “Incomplete” to “Pending Approval”:

Review your registration application and make sure that all the required information for your business is filled in and complete.

Read the site terms and conditions and click the button in front of the statement, “I have read, understand, and agree to the above terms and conditions.”

Once you have completed these steps and are sure that all the required information has been submitted, please click on the yellow “Submit for Review” button located on the DASHBOARD to move to the next stage of the application process.

• If your provider profile status is “Pending Approval,” the application you submitted is currently being reviewed by ServiceLive administrators. Different turnaround time applies depending on the sub status of your pending approval. If the ADMINISTRATORS find that any of your application has errors or outdated information, they will change your provider Profile Status to “Out of Compliance.” You will be contacted by EMAIL and asked to provide the correct or updated information and then resubmit your application by clicking on the yellow “Submit for Review” button on the DASHBOARD page. If the ServiceLive ADMINISTRATORS are able to validate your information and CREDENTIALS, your provider profile status will be changed to “Registration Complete.”

• If your profile provider status is “Registration Complete,” ServiceLive administrators have validated your

business information and are currently reviewing any documentation that you have uploaded with your application (business or team member credentials, insurance documents, etc.). At this stage administrators will also review the status of your team members’ background checks.

• If all your information has been validated and your team members’ background checks results are clear,

your provider profile status will be changed to “ServiceLive Approved.” This means that your application is complete and all approved SERVICEPROS for your company are eligible to receive SERVICE ORDERS.


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There are a few additional situations that would cause your provider profile status to change. If there is a problem with your account during the application process, your ServiceLive application may be “Declined.” Possible reasons for being declined include:

• Failure to update your information • Invalid license or insurance • Adverse findings on your application or background check

You will be notified by EMAIL is your application is declined. If a problem arises with your account once you have already been “ServiceLive Approved”, your ServiceLive membership may be temporarily “Suspended” or “Terminated.” Possible reasons for suspension include:

• Violation of the site terms and conditions • Violation of the site privacy policy • Violation of the provider agreement • The failure to return a part • An investigation is currently underway over a BUYER issue.

If you feel this has occurred in error, please contact ServiceLive. If your account meets ServiceLive’s requirements for insurance, background check, and service capability, you will be invited to join one of ServiceLive’s Select Provider networks. If you are approved for a ServiceLive Select Provider network, your provider status will change to “Select Provider Approved.”


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After completing you Provider Firm and ServicePro profile registration section, ServiceLive creates a specific profile that is used to PROMOTE Providers and their business directly with Buyers by:

• Promoting & Marketing Your Business • You may add photos for each individual provider • You may communicate with Customers & Buyers • Tracking what people are saying about your business

These benefits are Free of charge to you. Your profile will function as a virtual business card. It will present Buyers with an overview of your Firm and all the skills you offer by allowing them to hire you directly. The information in your profile will be used by search engine to promote your business and web crawler friendly.

We advise that you:

• Don’t use company logo in your profile • Use appropriate pictures • Use appropriate language

It will be easy for Buyers to route work to you based on active feature enhancements in your account such as:

• Coverage Area • Rating • Credentials & Company Statistics • Customer Feedback


Figure 22: ServicePro completed profile


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Providers can reset password 2 ways: 1) To manage and reset your password for all the team members in your ServiceLive account you must be the original creator of the ServiceLive account “Super Provider Firm Admin”. Click on Administrator Office tool bar to see a list of all you users. Hover over “Take Action” you will see two options:

• Edit Profile – this option will take you to the user profile as shown on Figure 15 where you can make

changes to that profile

Figure 23: Manage Users

• Reset Password – this will allow you to reset a password to the user. The ServiceLive user will receive an email with a temporary password where they can log in to their account and change the password.

Figure 24: Admin Password Reset


2) To Reset Password from the main page of ServiceLive, type in your username and click on “Forgot Password”.

Figure 25: Log in to Servicelive.com

You will be prompted to enter your email address and your user name.

Figure 26: Reset password from the main page


Next you will be asked for you security question and click on “Submit”

Figure 27: Security question

Once you submit you will see a Password Reset Confirmation stating an email will be sent to your email address.

Figure 28: Password Reset Confirmation


Regardless which way you reset your password an email will be sent to your email address with instructions how to reset your password. Click on the ServiceLive.com link to enter your new password.

Figure 29: ServiceLive Password Change Email Enter and confirm your new password. Based on the password you create notice the password Strength (i.e. Strong) and click on “Log In”. Password should not be same as the last four passwords.

Figure 30: Enter your new password and Log in to your ServiceLive account


V. BACKGROUND CHECK PROCESS This section of the Playbook is designed to aid in getting you through the background check process quickly and accurately so you can become ServiceLive approved and begin receiving SERVICE ORDERS. This section devotes to common “hang-ups” that can occur during the screening process as we work to make this process more efficient for our providers. All background checks are performed by an independent third party provider PlusOne. An EMAIL will be sent directly to each SERVICEPRO after their profile has been created. (you may refer to the section of this manual titled “Steps in Building a Profile for a SERVICEPRO”.) The EMAIL will contain a link that will take you to the first page of your background check application. NOTE: This is a separate application from your ServiceLive profile application

Figure 31: The background check link in the email will take you to PlusOne to start the process


• First step in completing your background check is to fill out the “Applicant’s Legal name” portion of the application.

Figure 32: Step 1 is to complete the “Applicator Information”

• Next fill out the “Address Information” portion of the application.

Figure 33: Select Address Information and complete all required fields


• Next fill out the “Drivers License Information” portion of the application.

Figure 34: Select Drivers License Information

• Next fill out the “User Profile Information” portion of the application.

Figure 35: Select User Profile Information


• Next fill out the “Verification Disclosure” portion of the application.

Figure 36: Select Verification Disclosure

• Please read the “Terms & Conditions” prior to checking “I accept” and clicking on “Next.”


Figure 37: Select Terms & Conditions

Once you have completed the application and clicked “Submit.” You will receive a confirmation email stating that your application is being processed. To: Woods NMN Tiger Thank you for completing the PlusOne Solutions Employee/Technician Online Form for your Background Screening. This is an acknowledgement of receipt to the information you provided to PlusOne Solutions which you authorized via your electronic signature. If you have any questions, please email us at [email protected]. Thank you, PlusOne Solutions, Inc Copyright 2007 PlusOne Solutions, Inc. All rights reserved. 30 Windsormere Way, Suite 300, Oviedo, Florida 32765 www.plusonesolutions.net


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Use these definitions and keys provided to understand the process and status of your background check screen application.

• Being Processed – PlusOne will not contact the SERVICEPRO after the application has been submitted unless there is an issue found within the information provided. All status notifications of a SERVICEPROS screening process show in the ServiceLive system.

• Pass – If your background check results in a "Pass" status, this information will be provided to you via the ServiceLive application.

• Adverse Status – If there is an issue with your application such as: Inaccurate information input into the application A hit on your background screening either criminal or driving

PlusOne will send an adverse status notification letter along with a copy of your background screening report and a copy of the FCRA guidelines providing you with instructions on how to respond back to PlusOne regarding this issue. While the adverse status is occurring, your ServiceLive background check status will show as in “Processing”, or in a pending state, If after two weeks there is no response, PlusOne will update the SERVICEPRO’s rating within PlusOne’s system as "Failed no response." If at any time the SERVICEPRO appeals the adverse status of the screening and the appeal is accepted by either PlusOne or ServiceLive, the SERVICEPRO’s rating within PlusOne is updated to a "Passing rating" and a "Y" flag would be posted to ServiceLive. When an adverse situation occurs and the background check screening is being worked on to any degree, this shows in ServiceLive as in “Processing” the application. For further questions please contact PlusOne at (847) 943-0100 and enter option #1.

• Fail – Failure status of the background screening shows in ServiceLive as a “No”, the screening was not

cleared. ServiceLive will notify you via EMAIL what the next steps are. IMPORTANT: All appeals should be sent by the applicant to PlusOne, who forwards them to our Compliance team. The Compliance team will decide if the appeal is approved, denied or more information is needed. The decision is emailed back to PlusOne who informs the applicant.


VI. TERMS OF USE Please Refer to our Term of Use in ServiceLive.com

VII. ERRORS

If you experience a technical error at any time on ServiceLive.com, please utilize the CONTACT information available here and ServiceLive professional support will assist you as soon as possible. Support: [email protected] Toll Free Number: 1-888-549-0640

VIII. NEWS & INFORMATION

Staying informed has never been easier. For all of the latest and greatest news about ServiceLive and the ServiceLive Community, please visit http://community.servicelive.com/. For more information on communities, please see the COMMUNITIES section of this manual. To register with the ServiceLive Community, please reference the SERVICELIVE COMMUNITY FAQ section of this manual.

IX. CONTACT SERVICELIVE

ServiceLive is available for your comments and questions any time. Please use the following information to contact ServiceLive.

• ServiceLive Operation Center – Share your questions or comments with ServiceLive support. We'll respond to all EMAILs as soon as possible. In the meantime, most questions can be answered by visiting our FAQ page or by completing an online tutorial. ServiceLive Inc. 1560 Cable Ranch Rd. Building A San Antonio, TX 78245 EMAIL: [email protected] Toll Free Number: 1-888-549-0640

• ServiceLive FORUM Contact – The FORUM is great place to gather information and any developments about ServiceLive. Any questions or comments please EMAIL: [email protected]

• Sales Contact – For any potential sales opportunities on bringing in clients or prospects please contact our Sales team. We offer monetary awards. EMAIL: [email protected]

Documents

REGISTRATION GUIDE FOR SERVICEPROScommunity.servicelive.com/docs/ServiceLive_Provider...Registration If you have not registered as a SERVICEPRO in ServiceLive, please reference the