A structured pathway to develop, validate and deploy SLA-aligned SOPs and runbooks across L1 and L2 operations delivered by Energy Way's Senior Business Analyst, Scott Evans.
Every response prioritised.
Every handover standardised.
Every escalation governed.
Mile Radosevic | COO
0433 102 100
Domagoj Dedic | CEO
0431 167 294
EVO Power Slide Deck | SOP and Runbook Creation | Asset and Event Analysis
Stage 1: Build the Intelligence Base for Faster, Safer Response
The foundation of effective Help Desk operations begins with a thorough understanding of the assets being supported and the events that will demand a response. This first phase establishes the analytical baseline from which all SOPs and runbooks are built.
Asset and Event Analysis
Battery Asset Register
Develop a high-level register covering all supported assets, systems and key technical variations to ensure complete operational visibility.
Event Identification
Identify and prioritise the faults and events expected to be managed at L1, ensuring the Help Desk is prepared for the most likely scenarios.
Event Categorisation
Categorise events by severity, frequency, complexity and expected resolution time to enable structured and consistent triage.
Prioritisation Matrix
Apply an urgency-versus-impact matrix to determine response priority and ensure the most critical events receive immediate, appropriate attention.
Know what can happen, what matters most and how to act.
EVO Power Slide Deck | SOP and Runbook Creation | SOP and Runbook Framework
Stage 2: Turn Event Intelligence into Repeatable Frontline Action
Build standardised, asset-aware SOPs that guide common responses, manage exceptions and align every action with SLA and Liquidated Damages exposure.
SOP and Runbook Framework
With assets and events defined, this phase focuses on building a scalable, structured documentation framework. Each SOP is designed to be precise, repeatable and directly aligned to operational risk — including SLA obligations and Liquidated Damages exposure.
Standard Template Design
Create a uniform SOP template for each event category, ensuring consistency in format, language and operational instruction across all runbooks.
Base SOP Development
Develop base SOPs for common events, providing L1 operators with clear, actionable guidance for the majority of expected fault scenarios.
Exception Documentation
Document exceptions for battery type, asset configuration and fault variation — capturing the nuances that standard procedures alone cannot address.
SLA and LD Mapping
Map each SOP and runbook against applicable SLA requirements and potential Liquidated Damages exposure, embedding commercial awareness directly into operational procedure.
Consistent by design. Adaptable by asset. Commercially aligned.
EVO Power Slide Deck | SOP and Runbook Creation | L1 and L2 Response Procedures
Standardise Every Response from Triage to Escalation
Create clear L1 and L2 checklists, handover protocols and incident-record standards that preserve accuracy, context and accountability.
L1 and L2 Response Procedures
Consistent, well-documented response procedures are critical to delivering reliable service. This phase standardises how faults are diagnosed, described and transferred — ensuring every incident record is technically accurate and operationally reusable.
Response and Escalation Checklists
Define checklists covering the complete L1 and L2 workflow — from initial triage through to resolution or escalation — ensuring no step is missed under operational pressure.
Standardised Fault Handover Language
Standardise how faults are diagnosed, described and transferred between tiers, eliminating ambiguity and reducing handover risk at every stage.
Incident Record Quality
Ensure each incident record captures the relevant technical and operational context in a concise, accurate and reusable format — supporting both immediate resolution and long-term knowledge development.
Templates and Validation Checklists
Develop standard documentation templates and validation checklists to enforce quality and consistency across all L1 and L2 incident records.
One response standard across every operator, shift and incident.
EVO Power Slide Deck | SOP and Runbook Creation | Handover, Authority and Escalation
Evidence Based Decision Authority at Every Response Tier
Define how L1, L2 and L3 diagnose, act, hand over and escalate, with controlled triggers for EVO Power, OEM and field engagement.
Handover, Authority and Escalation
Clear escalation pathways and well-defined authority boundaries are essential to protecting asset performance and managing risk. This phase documents the end-to-end escalation structure — from L1 triage through to OEM and field team engagement.
L1 Triage
Authorised response, initial diagnosis and structured handover to L2 with full incident context.
L2 Technical Response
Technical diagnosis, permitted actions, exception handling, anomaly management and escalation decision rights.
L2 Escalation Decision
Structured assessment of whether to resolve, monitor or escalate — with defined immediate triggers for L2-to-L3 escalation.
L3 and Beyond
Escalation to EVO Power, L3 specialists, OEMs or field teams — with defined handover protocols and documentation requirements.
The L1-to-L2 handoff process is fully documented, including required information, validation checks and all supporting documentation , ensuring clean, accountable transitions at every tier.
Clear authority.
Clean handovers.
Faster escalation when asset risk demands it.
EVO Power Slide Deck | SOP and Runbook Creation | Technical Review and Approval
Prove Every Procedure Before It Reaches the Front Line
Apply internal technical scrutiny and formal EVO Power approval to ensure every SOP meets operational, technical and contractual requirements.
Technical Review and Approval
All SOPs and runbooks undergo a rigorous two-stage review process before entering controlled use. Internal technical scrutiny is followed by formal submission to EVO Power — ensuring every procedure meets operational, technical and contractual standards.
Internal Technical Review
A comprehensive internal review of all SOPs and runbooks is led by Mile Radosevic, validating technical accuracy, operational clarity and procedural completeness prior to external submission.
EVO Power Submission
Documentation is submitted to EVO Power for formal review, amendment and approval — ensuring alignment with asset owner expectations, operational requirements and contractual obligations.
Amendment and Finalisation
Approved amendments are incorporated and all documentation is finalised as controlled versions — establishing a clear, auditable record of approved procedures ready for deployment.
Technically validated.
Formally approved.
Controlled for deployment.
EVO Power Slide Deck | SOP and Runbook Creation | Training and Knowledge-base Deployment
Turn Approved Procedures into Frontline Capability
Convert SOPs and runbooks into structured courseware and searchable Atlassian knowledge, ready for use at the point of response.
Training and Knowledge-Base Deployment
Approved procedures are only effective when operators can find, understand and apply them reliably. This final phase converts finalised documentation into training courseware and structures it for deployment within the Atlassian knowledge base — ensuring the Help Desk is operationally ready from day one.
Training Courseware Conversion
Approved playbooks and runbooks are converted into structured training courseware, equipping L1 and L2 operators with the knowledge and confidence to respond correctly under operational conditions.
Knowledge-Base Ingestion
Approved content is prepared and ingested into the Atlassian knowledge base, creating a centralised, searchable repository accessible to frontline operators at the point of need.
Structured for Retrieval and Updates
Content is structured to support rapid frontline retrieval, consistent application across all operators and straightforward updates as assets, procedures or requirements evolve over time.
Train effectively. Retrieve rapidly. Apply consistently.
Thank you for taking the time to consider
Energy Way as your dedicated
BESS-Help Desk Partner
We are ready to mobilise now.
If you have any questions, or would like to discuss this opportunity in more detail, please contact us.
Mile Radosevic | COO
0433 102 100
Domagoj Dedic | CEO
0431 167 294
From Asset Knowledge to Operational Readiness. A Five-Phase SOP Framework