Operations

Operations Reality

Key Constraints

What Software Does

• Captures item and service data
• Enforces scheduling rules (lead time)
• Produces operational metrics
• Maintains audit trails

What Software Does NOT Do

• Real-time location tracking
• Route optimization (future)
• Ops micromanagement dashboards (pre-scale)

Scheduling Discipline

48-Hour Lead Time

The 48-hour lead time is a deliberate policy that:

1. Promotes planned usage — Customers think ahead (seasonal rotations, events)
2. Improves reliability — Reduces last-minute failures
3. Enables batching — Multiple stops per trip
4. Reduces cost volatility — Predictable operations

Advance Scheduling

Customers can book up to 365 days in advance (month-paged slot picker in the portal):

• Holiday decorations scheduled in October for December delivery
• Seasonal clothes rotations planned quarterly
• Event-based items (party supplies) scheduled around dates

Why NOT On-Demand

Service Availability Hours

Published on the live website and enforced as plan service windows in the portal’s native Google Calendar scheduling. All times Eastern.

Scheduling Configuration (Native Google Calendar)

The live booking layer is native Google Calendar (DEC-0001 executed Jun 10, 2026): the service account sv-calendar@sv-scheduling.iam.gserviceaccount.com writes booking events to the founder-owned “SV Bookings” calendar. Availability is served by the get-available-slots edge function.

Operational Workflows

Pickup Flow

1. Customer books pickup in the portal — selects items,
   picks a native Google Calendar slot
   (48hr+ notice, up to 365 days out)
2. Booking created (pending_confirmation), items attached
   (item status → scheduled)
3. Customer confirms — booking → confirmed,
   event created on "SV Bookings"
4. Ops executes pickup
5. Items scanned/verified at facility
6. Item status → stored
7. Booking status → completed

Delivery Flow

1. Customer books delivery in the portal — selects stored
   items, picks a slot (48hr+ notice, up to 365 days out)
2. Booking created (pending_confirmation), items attached
   (item status → scheduled)
3. Customer confirms — booking → confirmed,
   event created on "SV Bookings"
4. Ops retrieves items from storage
5. Ops delivers to customer
6. Item status → home
7. Booking status → completed

Cancellation Flow

Customers can cancel bookings in pending or confirmed status directly from the portal.

1. Customer cancels in portal (pending or confirmed)
2. Booking status → canceled;
   Google Calendar event deleted
3. Item status reverts (based on scheduled kind):
   - Pickup items → home
   - Delivery items → stored
4. Customer gets a booking_canceled email + a
   METHOD:CANCEL calendar invite (clears the saved event)
5. No penalty (within policy)

Service Types

Storage Operations

Facility Model

• Micro-hub footprint — Scales via adjacent units / nearby sites
• Climate-controlled — Protects customer items
• Mapped locations — Every container has documented position

Container Management

• Standard containers — Predictable capacity
• QR codes — Every item labeled: SV-YYYY-NNNNNN
• Scanning workflow — Chain-of-custody documentation

Scaling Pattern

Phase 1: Single unit (e.g., 280 sqft)
Phase 2: Adjacent units (840 sqft, same location)
Phase 3: Nearby micro-hub (new location, same market)
Phase 4: New market micro-hub

Metrics

Survival Metrics (Rolling 6 Months)

Defensibility Metrics (12–18 Months)

Go-to-Market Operations

Primary Wedge: Luxury Rentals

• Amenity framing — Storage Valet as building amenity
• Leasing office alignment — Partnership with property management
• Move-in kits — Onboarding new residents
• Seasonal campaigns — Holiday, back-to-school promotions
• Building service days — Batch efficiency per building
• Referral loops — Word-of-mouth in dense communities

Secondary: Homeowners

• Condo/HOA partnerships — Building-level deals
• Parent networks — School and activity group outreach
• Neighborhood associations — Community positioning
• Seasonal rotation positioning — Strollers, skis, holiday décor, baby gear

Partnership Model

Operational Risks & Mitigations

Current Ops Tooling

What Exists:

• Customer Portal — Item and booking management (portal.mystoragevalet.com, sv-portal-2026 since Jun 10, 2026)
• Ops Surface — Staff-only /ops in the v2 portal (portal.mystoragevalet.com/ops), gated by is_staff() + AAL2 step-up; reads fn_v2_ops_queue / fn_v2_ops_booking_detail and acts via the staff edge wrappers (W1.4). The v1 ops surface + its get_ops_actions RPC were retired with the v1 decommission (Jun 29, 2026)
• Reconciliation Guardrail — fn_v2_reconcile (scheduled via cron.job sv-v2-reconcile) detects item/booking invariant drift and fires an ops alert on violations (W3.1, fail-soft)
• Google Calendar (“SV Bookings”) — native scheduling layer
• Stripe — Payment processing
• Supabase — Database and auth

What Does NOT Exist (Pre-Scale):

• Ops item manifests
• Automated reconciliation
• Route optimization