PDF
Customer Handbook
Overview of engagement model, SLAs, communication channels and escalation paths.
News & updates
What’s new for your team and this portal.
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| Phone | DOB | ||
|---|---|---|---|
| No Active staff records found. | |||
👤 Leave Balances by Team Member
Rows / page
Tip: click a row to see donut charts & type-level balances.
Select a team member
Click a row on the left to view balance breakdown.
Click a row on the left to view balance breakdown.
Total
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Type-level Balances
| Type | Balance | Used YTD | Units |
|---|---|---|---|
| Select a team member to view data. | |||
📝 Recent Requests
Rows / page
Total Requests
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All time requests
Approval Rate
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Approved vs denied
Pending Requests
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Awaiting approval
On Leave Today
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Active approved
Upcoming (30d)
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Starting next 30 days
Avg Duration
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Days per request
Negative Balance
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Team members overdrawn
Active Team Members
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With leave records
💰 Leave Balance Summary by Type
📊 Request Status Breakdown
🗓️ Capacity Planning (Next 30 Days)
📈 Monthly Leave Request Trend
📋 Leave Type Distribution
Certifications overview
All certifications listed here are already completed. This view helps you confirm which staff hold the required certifications for this customer and whether evidence has been verified.
| Employee | Certification | Category | Evidence / verification | Action |
|---|---|---|---|---|
| Indika Herath | Azure Administrator Associate | Cloud & platform | Customer-verified | |
| Sachinthana A. | Power Platform App Maker | Cloud & platform | Evidence on file (internal) | |
| Isuru Solomons | Security Clearance – Level 1 | Security / clearance | Evidence requested |
In a future phase this list can be driven from Dataverse views, with verification state calculated from the latest certification / evidence records for each staff member.
Sri Lanka Holiday Calendar
Loaded from OfficeHolidays ICS. Color-coded by holiday type.
Today
Poya
Independence
Religious
New Year
Cultural
Christmas
Weekend
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Upcoming Holidays
Export
Download ICS for the selected year
Working patterns & coverage
This view captures the standard working hours for each team member. Customers can quickly see who is available in which time zone when planning meetings and escalations. In a future phase these rows can be populated from BambooHR endpoints.
Daytime
Evening
Rotational
| Employee | Role | Working pattern | Time zone | Coverage band |
|---|---|---|---|---|
| Indika Herath | Senior Analyst | Mon–Fri 08:00 – 17:00 | Sri Lanka (IST) | Daytime |
| Sachinthana A. | Analyst | Mon–Fri 14:00 – 23:00 | Sri Lanka (IST) | Evening window |
| Isuru Solomons | Support Lead | Rotational weeks (Week A: LK · Week B: UK) | LK / UK | Rotational pattern |
In a future phase these patterns can be driven from Dataverse/BambooHR, with customer-specific working windows and time-zone coverage.
Resources
Central place for downloadable assets and key links shared with customers. In future phases these tiles can be driven from SharePoint or Dataverse.
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Documents
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Links
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Doc
Leave & Overtime Policy
How leave and overtime are calculated, approved and reflected in invoices.
PDF
Security & Compliance Pack
Up-to-date certifications, data handling standards and security controls.
Link
Training Catalogue
Full list of internal and external trainings available for assigned staff.
Later this grid can be driven from Dataverse or SharePoint lists, with permissions filtered per customer.
FAQs
Quick answers to common questions about the engagement model, leave & shift processes, and day-to-day operations.
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Onboarding
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Operational
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In the first week you’ll be introduced to your dedicated team, communication channels (Teams & email) and key artefacts such as the Customer Handbook and escalation matrix.
Related: Customer Handbook, Engagement SLA.
Leave requests can be initiated through the Customer Portal under the Leave tab, or by notifying your account manager. Requests should be raised at least 5 working days in advance where possible.
The Leave & Overtime Policy has more detail on cut-offs and approvals.
Standard working patterns are visible under Shift Times. For after-hours escalations, the on-call rota and contact details are listed in your Customer Handbook and mirrored in Teams.
Response times are driven by the severity level agreed in your SLA. For Sev 1 incidents we respond within 30 minutes and work continuously until service is restored or a stable workaround is in place.
In a future phase these FAQs can be surfaced directly from a Dataverse or SharePoint list, with customer-specific categories and owners.