ROCKAXIOM Continuity Playbook
Venue Staff User Guide

1. Accessing Your Venue Portal

Your venue has a unique URL and PIN provided by ROCKAXIOM (typically delivered in an Access Pack).

Logging In

1. Open your venue URL in a browser, or scan the QR code from your Access Pack.
2. Enter your venue PIN (a 4-6 digit number).
3. Tap Continue.

What Happens After Login

• If your venue setup is not yet complete, you will be directed to the Venue Setup page to finish configuration.
• If your venue is fully set up (100% readiness), you will be directed to the Venue Dashboard.

Session Duration

• Your login session lasts 7 days before you need to re-enter the PIN.
• The PIN verification window is 8 hours — after 8 hours of inactivity you may be asked to re-enter the PIN.

Troubleshooting

• "Venue not found" — Check that you are using the correct URL.
• "Invalid PIN" — Verify your PIN. If you have forgotten it, contact your ROCKAXIOM administrator.
• "Venue Unavailable" — Your venue has been deactivated. Contact your ROCKAXIOM administrator.

2. Venue Dashboard

The dashboard is your home screen after logging in. It provides two primary actions and a readiness overview.

Action Buttons

• Go to Venue Setup blue button — Open the venue configuration page to review or update your details, contacts, and systems information.
• Start an Incident orange button — Begin recording a new incident immediately.

Readiness Indicator

A progress bar shows your venue's readiness percentage. The bar is colour-coded:

• Green — 100% ready
• Orange — 50-99% complete
• Red — Below 50%

Hover over the info icon to see which of the four readiness pillars are complete:

1. Basics (venue details and address)
2. Primary contact
3. Systems snapshot
4. Manual operations

Access Pack

A Download Access Pack (PDF) button is available on the dashboard to generate and save a copy of your venue's access credentials.

3. Completing Venue Setup

The Venue Setup page is where you configure all of your venue's continuity information. Complete each section to reach 100% readiness.

Readiness Score

A readiness card at the top of the page shows your current score and which pillars remain incomplete. When all four pillars are complete, the status changes to a green Ready badge.

Section 1: Basics (Required for Readiness)

Enter your venue's core details:

• Venue name, address (line 1, line 2, suburb, state, postcode), country
• Venue phone and email (optional)

Click Save Venue Basics to save.

Section 2: Primary Contact (Required for Readiness)

Enter the details of the first person to call when something goes wrong:

• Name (required)
• Phone (required)
• Email (optional)

Click Save Primary Contact to save.

Section 3: Critical Contacts

Add contact details for key service providers. Five contact types are available:

For each contact, enter the name, phone number, and any relevant notes (e.g. after-hours numbers).

Click Save Contacts to save.

Section 4: Systems Snapshot (Required for Readiness)

Document your venue's technology environment. Each field has a placeholder to guide you:

You can use the Use AI to draft button to generate a starting point based on your venue details.

Click Save Systems to save.

Section 5: Photos

Upload reference photos of your venue's key equipment. Available categories:

• Office PC / POS Controller
• Router / NBN
• EFTPOS Terminal
• Comms Cabinet
• Wi-Fi Access Point
• UPS / Power
• Switchboard
• Other

For each photo:

1. Select a category from the dropdown.
2. Choose a photo file (JPG, PNG, or WebP, maximum 5 MB).
3. Optionally add notes (e.g. serial number or location).
4. Click Upload Photo.

Photos appear in a grid and can be deleted individually.

Section 6: Manual Operations Fallback (Required for Readiness)

Describe what staff should do if systems go down. Examples:

• Cash-only sales
• Paper order dockets
• Manual tab book under bar

You can use the Use AI to draft button for suggestions. Click Save Fallback to save.

Section 7: Recovery Priorities

List the order in which systems should be restored after an outage. Example:

1. Restore EFTPOS (critical for sales)
2. Get internet back up
3. Reboot POS terminals
4. Check pending orders

You can use the Use AI to draft button for suggestions. Click Save Priorities to save.

Section 8: Recent Incidents

A read-only list of the last five incidents for your venue, showing type, summary, start date, and status.

Section 9: Playbooks

Playbooks provide step-by-step guidance for handling specific incident types (power outages, internet issues, etc.).

• If playbooks have not been set up, click Initialise playbooks for this venue.
• Once initialised, a green checkmark confirms they are ready.

Section 10: Change PIN

You can change your venue PIN from this section:

1. Enter your Current PIN.
2. Enter a New PIN.
3. Confirm the New PIN.
4. Click Change PIN.

When the PIN is changed, an email notification is sent to the venue contact email and the primary contact email with the new PIN and a security notice. See Section 10 for full details.

4. Managing Incidents

Navigate to incidents from the Venue Dashboard or Venue Setup page.

Incidents List

The incidents page displays all incidents for your venue in a table:

Click any incident summary to view its full detail page.

5. Starting a New Incident

1. Click Start an Incident (from the Dashboard, Venue Setup, or Incidents list).
2. Select an Incident Type from the dropdown:

3. Optionally enter a Title or brief description. If you selected "Other Issue", a description of at least 10 characters is required.
4. Click Start Incident.

You will be taken to the Incident Detail page with a guided checklist tailored to your incident type.

6. Working Through an Incident

The Incident Detail page is your central workspace during an incident. It contains several sections designed to guide you through resolution.

Incident Header

At the top of the page you will see:

• The incident type, shown as an orange badge, and summary
• Status: Open or Resolved
• The start time
• AI Assist blue button — opens the AI guidance panel
• Resolve Incident orange button — begins the resolution process

Guided Steps (Checklist)

A step-by-step checklist is loaded from the playbook for your incident type. Each step has:

• A checkbox to mark it as complete
• A description of the action to take
• Some steps include an "add photos now" link to jump to the photos section

Work through the steps in order. Check each box as you complete it — completed steps show a green background with strikethrough text.

Continuity Quick Reference

Below the checklist, a quick-reference section provides immediate access to:

• Manual Operations — your fallback procedures from Venue Setup
• Recovery Priorities — the order in which to restore systems
• Key Contacts — phone numbers and emails for your service providers (clickable to call or email directly)

Each section has a Copy button to quickly copy the information.

Systems Snapshot

A collapsible section showing your documented systems (POS, Internet, EFTPOS, Power, Backups). Useful for giving details to support providers over the phone.

Adding Notes

You can add timestamped notes throughout the incident:

1. Enter your note in the text field.
2. Click to submit.
3. Notes are saved with a timestamp and appear in chronological order.

7. Using AI Assist

AI Assist provides venue-specific guidance based on your playbook, systems, contacts, and the current incident context.

How to Use

1. Click the AI Assist blue button on the Incident Detail page.
2. A panel opens on the right side (desktop) or as a full-screen overlay (mobile).
3. Type your question or describe your situation in the text field.
4. Click Ask AI Assist.

What AI Assist Provides

Responses are structured into four sections:

• Understanding — a summary of your situation
• Suggested Actions — numbered steps with a rationale for each
• Questions — follow-up items for you to consider
• Escalate if — warning conditions that require immediate escalation

Example Questions

• "The power went out in the main bar — what should I do first?"
• "What is the order to restart systems after power returns?"
• "EFTPOS is not connecting — who should I call?"

You can ask follow-up questions in the same conversation thread.

8. Resolving an Incident

When the incident has been addressed, click Resolve Incident on the Incident Detail page.

Resolution Form

A dialog appears with the following fields:

Click Complete Resolution to finalise, or Cancel to return to the incident.

After Resolution

• The incident status changes to a green Resolved badge
• The guided checklist is locked (read-only)
• A Resolution Report panel appears with all resolution details
• A Copy resolution report button lets you copy the full report as text for email or records

9. Uploading Photos

Photos can be uploaded in two places: Venue Setup (for equipment documentation) and Incident Detail (for incident evidence).

Uploading Incident Photos

1. Scroll to the Incident Photos section on the Incident Detail page.
2. Select up to 5 files at once (JPG, PNG, or WebP, maximum 5 MB each).
3. Optionally add notes.
4. Click Upload Photos.
5. Uploaded photos appear as thumbnails in a grid. Click any thumbnail to view it full-size.

The system will also display relevant photos from your Venue Setup that match the incident type (e.g. switchboard photos for a power issue).

Deleting Photos

Click the delete button on any photo thumbnail. A confirmation dialog will appear before deletion.

10. Changing Your Venue PIN

1. Navigate to Venue Setup.
2. Scroll to the Security section at the bottom of the page.
3. Enter your Current PIN.
4. Enter a New PIN (up to 6 digits).
5. Enter the new PIN again to Confirm.
6. Click Change PIN.

The old PIN will stop working immediately.

Email Notification

When your venue PIN is reset, an email notification is automatically sent to:

• The venue contact email (if one is set in Venue Basics)
• The primary contact email (if one is set in Primary Contact)

The email includes the new PIN, a reminder that the QR code remains unchanged, and a security notice to contact ROCKAXIOM immediately if the change was not requested.

11. Theme Toggle (Light/Dark Mode)

A sun/moon icon in the top-right corner of the header bar toggles between light and dark display modes. Your preference is saved and will persist across sessions.

Appendix A: Incident Types and Playbooks

Each incident type loads a specific playbook with guided steps. Below is a summary of each.

Power Issue (9 steps)

1. Assess the situation and severity
2. Ensure staff and patron safety
3. Document the issue with photos/notes
4. Notify venue manager on duty
5. Check switchboard for tripped breakers
6. Switch to manual operations if required
7. Escalate to electrician or building support
8. Confirm restoration and system health
9. Reconcile and record outcomes

Internet Issue (8 steps)

1. Assess the situation and severity
2. Notify venue manager on duty
3. Document the issue with photos/notes
4. Check network equipment and connections
5. Switch to manual operations if required
6. Escalate to ISP or IT support
7. Confirm restoration and system health
8. Reconcile and record outcomes

EFTPOS Issue (8 steps)

1. Assess the situation and severity
2. Notify venue manager on duty
3. Document the issue with photos/notes
4. Check terminal basics and connectivity
5. Apply the venue's approved payment contingency
6. Escalate to EFTPOS provider
7. Confirm restoration and transaction integrity
8. Reconcile and record outcomes

POS Issue (8 steps)

1. Assess the situation and severity
2. Notify venue manager on duty
3. Document the issue with photos/notes
4. Switch to manual trading if required
5. Check POS controller and network health
6. Escalate to POS support provider
7. Confirm restoration and data integrity
8. Reconcile and record outcomes

Facility Issue (8 steps)

1. Assess the situation and severity
2. Ensure staff and patron safety
3. Document the issue with photos/notes
4. Notify venue manager on duty
5. Isolate affected area if needed
6. Escalate to building or trades support
7. Confirm trading impact and contingency plan
8. Record outcomes and follow-up actions

Security Issue (7 steps)

1. Assess the situation and severity
2. Ensure staff and patron safety
3. Notify venue manager on duty
4. Contact police or emergency services if required
5. Preserve evidence and record details
6. Document the issue with photos/notes
7. Record outcomes and follow-up actions

Other Issue (6 steps)

1. Assess the situation and severity
2. Ensure staff and patron safety
3. Document the issue with photos/notes
4. Notify venue manager on duty
5. Escalate to the appropriate support contact
6. Record outcomes and follow-up actions

Appendix B: Venue Readiness Checklist

Your venue's readiness score is calculated from four equally weighted pillars (25% each):

When all four pillars are complete, your venue is marked as Ready (100%).

Additional recommended (but not required) setup:

• Recovery priorities
• Critical contacts (ISP, EFTPOS, POS, Electrician, ROCKAXIOM)
• Equipment photos
• Playbook initialisation

Appendix C: Typical User Journeys

Journey 1: New Venue First-Time Setup

1. Venue manager receives an Access Pack email from ROCKAXIOM containing their URL, PIN, and QR code.
2. Manager scans the QR code or opens the URL in a browser.
3. Manager enters the PIN and taps Continue.
4. Because readiness is below 100%, the system redirects to Venue Setup.
5. Manager completes each section: Basics, Primary Contact, Systems Snapshot, and Manual Operations.
6. Optionally uploads equipment photos, adds critical contacts, and sets recovery priorities.
7. Once readiness reaches 100%, the dashboard is fully accessible.
8. Manager clicks Initialise playbooks to prepare incident response checklists.

Journey 2: Handling a Live Incident

1. A staff member logs in with the venue PIN.
2. From the Dashboard, they tap Start an Incident.
3. They select the incident type (e.g. "Power Issue") and optionally add a title.
4. They tap Start Incident — the guided checklist loads.
5. They work through the playbook steps, checking each off as completed.
6. They upload photos of the issue (e.g. switchboard panel, error messages).
7. If unsure about next steps, they tap AI Assist and ask for guidance.
8. They refer to the Quick Reference section for manual operations procedures and contact details.
9. Once resolved, they tap Resolve Incident and fill out the resolution form.
10. They copy the resolution report to email to their manager.

Journey 3: Quick AI-Guided Response

1. Mid-incident, a staff member taps AI Assist.
2. They type: "Power is out in the main bar. Switchboard looks fine. What should I check next?"
3. AI Assist responds with venue-specific actions based on the playbook and systems snapshot.
4. Staff follows the suggested actions while updating the checklist.
5. They refer to Key Contacts to call the electrician directly from the app (tap-to-call).