> ## Documentation Index
> Fetch the complete documentation index at: https://playbook.fat-kartingleague.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SOP: Communication with Remote Support

> How on-event staff should communicate with remote support, including contact methods, response times, and data file requirements.

## Overview

This SOP provides clarity on what information is needed to get assistance from remote support, the most appropriate methods to communicate, and what outcomes should be expected.

**Who:** Anyone on-event, Remote Support

**When:** Any time on-event

***

## Prerequisites

* Kart Issue Recording
* Operational Issue Recording

***

## Procedure

**1. Confirm remote support contact**

The person, contact details, and availability of remote support will be communicated to each hub pre-event.

**2. Select the appropriate communication channel**

Use the channel that matches the priority of your issue:

| Channel | Response Time | Priority |
| - | - | - |
| Teams channel messaging | 10 minutes | Medium |
| Individual Teams messaging | 10 minutes | Medium |
| Teams call | Immediate | High |
| WhatsApp messaging | 10 minutes | Medium |
| WhatsApp calling | Immediate | High |
| Email | 30 minutes | Low |
| Discord | 10 minutes | Medium |
| Kart Issue Tracker | 10 minutes | Medium |

> [!NOTE]
>
> The **Kart Issue Tracker** should be the primary route of communication so that issues can be clearly tracked and recorded.

**3. Sending a data file to remote support**

When sending a data file, the following information must be attached:

* **Kart number**
* **Battery nodes and order** — from right-hand side: top left, bottom left
* **Data type:**
  * `Run` — a standard on-track session
  * `Charge` — a standard pit lane charge
  * `Test` — a specific on-track or charge session with the intention of fault diagnosis
  * `Log` — a short file to capture a snapshot of data
* **Number**

> [!NOTE]
>
> Example format: `"Kart EK311, nodes 012, charge 7"`

**4. Raising a non-kart issue**

If the issue is not kart-related, use the **Teams channel** and create a new conversation for each issue:

* Use an appropriate heading that describes the issue
* Tag whoever is providing remote support to ensure they are notified
* When the issue is resolved, add `[Resolved]` to the conversation heading

**5. Urgent issues**

If the issue is urgent, a **Teams call** is the recommended method.


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