How it works
Five handoffs. Each one visible.
Equipment work is a chain of handoffs: the request, the match, the arrival, the approval, the result. Here is what you do, what you see, and who owns the next step at each one — and what happens when something goes wrong.
The five handoffs
- 01
Request
Say what is wrong. Once.
- What you do
- Tell us the unit, what it is doing, the site and how to get in. A photo helps; the make and model help more. From the request page, or by texting a photo.
- What you see
- A summary of exactly what you sent, and a status link you can forward to whoever needs it.
- Who owns it
- You, until you send it. Then Command.
- No account is required. If you have a portal account, the request lands on your sites and your PO rules apply.
- Nothing is charged for making a request.
1 photoRequest · Site 0204
Walk-in cooler · not holding temperature
- Window
- Soonest available
- Access
- Back door · ask for the manager
- Confirm with
- Card hold or PO
Nothing is charged at this step.
Illustrative — fictional site and technician. - 02
Match
See who is available and the terms before you commit.
- What you do
- Review who is available near the site and when, and the terms for the visit — how the diagnostic visit is priced, how labor is counted, how parts are approved. Then confirm with a card hold or your PO.
- What you see
- Live availability from vetted technicians within range of the site, the earliest window, and the terms in full before you confirm. The card hold is an authorization, not a charge.
- Who owns it
- You decide. Command confirms the technician.
- There is no public rate card; terms are shown at request time for your site and job type, and they do not change after you confirm.
- Technicians on the network have passed a background check, carry current insurance that we verify, and are rated on every job.
3 refrigeration technicians within 25 mi
AvailableEarliest window today, 2:00–4:00 PM · updated 1 min ago
- Diagnostic visit
- Flat, shown here before you confirm
- Labor
- Per approved hour
- Parts
- You approve before install
Hold placed on confirm. Charged after approval.Illustrative — fictional site and technician. - 03
Arrival
A status link that tells the truth.
- What you do
- Keep cooking. The status link updates by text when the technician is confirmed, on the way, and on site.
- What you see
- The technician’s first name, the arrival window, and the time of the last update. If the window slips, the link says so — and gives you a person to reach.
- Who owns it
- The technician, with Command dispatch watching the window.
- Arrival is an estimate. We do not mark a technician “on site” from a GPS point alone; they check in.
- Dispatch is alerted when a technician has not left for an open window, so you hear about a slip before the window closes, not after.
En routeStatus · Site 0204
Technician on the way
- Requested1:12 PM
- Matched1:19 PM
- On the way12 min away
- On siteWindow 2:00–4:00 PM
- ApprovalAfter the visit
Updated 2 min ago · Arrival is an estimate, not a confirmation · Reply to this text to reach a person
Illustrative — fictional site and technician. - 04
Approval
Photos above the Approve button.
- What you do
- Look at the before and after photos, the time on site, any parts, and the technician’s note. Approve, or ask a question.
- What you see
- The decision with the evidence directly above it. Parts beyond the original scope are requested as an approval with an amount — “Approval required: $180 in additional parts” — before they are installed.
- Who owns it
- You. Nothing is billed that you have not approved.
- Portal accounts route approvals to the people on your team with the approver role.
- If something is wrong, send it back with a note; the technician and dispatch both see it.
Approval needed
DecisionBeforeAfter- Time on site
- 1.5 hours
- Additional parts
- Evaporator fan motor · $180
- Technician note
- Motor seized. Coil cleaned. Holding 36°F at departure.
Illustrative — fictional site and technician. - 05
Result
A record, not a receipt.
- What you do
- Nothing, unless you want the paperwork. The invoice matches what you approved, line for line.
- What you see
- Work complete, documentation accepted, invoice approved and payment as separate events, each with a time and an owner. Photos, hours, parts and notes stay on the equipment’s record.
- Who owns it
- Command, to close it out.
- The record is yours: every visit to that unit, in order, with its evidence.
- A rating request follows. Ratings are tied to the job, and technicians see their reputation without seeing who rated them.
CompletedResult · Site 0204
Walk-in cooler · holding temperature
- Work complete3:42 PM · Technician
- Documentation accepted3:44 PM · 2 photos, notes
- Invoice approved4:10 PM · You
- PaymentOn your card hold or PO terms
The record — photos, hours, parts, approval — stays on the equipment's history.
Illustrative — fictional site and technician.
When things go wrong
What we tell you, and when.
Build confidence; do not manufacture urgency. These are the situations that break trust in equipment service, and how Command is designed to handle each one.
- No technician is available for the window you want
- You see that before you confirm — not after. The request shows the earliest window the network can cover, and you can choose it, pick a later one, or leave the request open and let dispatch keep working it. Either way you will hear from a person, not a spinner.
- Your site is outside the service area
- The request tells you plainly at the address step. Command is building coverage city by city; we would rather tell you “not yet” than take a request we cannot staff. You can leave your details and we will tell you when coverage reaches you.
- It is 11 PM on a Saturday
- The request and the text line are always open. After-hours visits depend on which technicians are available and are priced as such; the terms you see before confirming are the after-hours terms, not a surprise on the invoice. If nobody can cover it tonight, you see the first window tomorrow and can decide.
- The technician does not show
- A no-show is recorded against the technician, you are told as soon as dispatch knows, and the request goes back to the network with priority. You are not charged for a visit that did not happen.
- The repair needs a part that is not on the truck
- The technician records what is needed and the request becomes an approval with an amount. Once you approve, the return visit is scheduled and shows on the same status link.
Ready when something breaks.
Request service from the page, or text a photo. Multi-unit teams: see what the portal adds.
From the kitchen
Text a photo of the unit.
Designed so one photo and a line about what it is doing starts a request, and a status link comes back by text — no app, no account. The number is published at launch.