Step 2A of 5 · Event response
Outage Playbook
When your HVAC equipment dies, the breakdown is hour one. The damage to your reputation lasts much longer.
What should our people do, and not do, when the equipment alarms?
How fast could your site approve a rental chiller tonight? If the answer contains the word probably, you need this playbook.
See the work format: inspect a de-identified training and skills-check example. No download or sign-in.
The problem
The worst outage is rarely the most technical one.
It is the one where nobody decides ahead of time who calls whom, or who can approve a rental. A four-hour repair becomes a two-day “who dropped the ball” problem. The person who answers to leadership improvises in their un-conditioned office.
Two endings
The same problem, two different endings
At a Santa Rosa hospital, an imaging chiller not under our CARE System had a catastrophic outage. Within 36 hours, a rental plan was approved, our pipefitter installed rental taps, and our service team landed, installed and started up the rental chiller.
At a San Jose hotel we watched the opposite. An active service call sat paused, clock running, because nobody inside the building could confirm who approved the original call. The machine was fine. The org chart was the outage.
Unclear ownership
Teams burn the first hours deciding who calls whom and who can spend money, while the rooms heat up.
Improvised workarounds
Nobody thinks about rental cooling or hose routing until the machine is already down.
Stakeholder chaos
Tenants, managers, and owners each hear a different story. Nobody mapped out who says what.
Scrambled recovery
Repair, parts, electrical, and rental steps fight each other instead of running in order. Downtime stretches for days.
The method
Before. During. After. All decided in daylight.
| Phase | What is already decided | What that buys you |
|---|---|---|
| Before | Which machines matter, which areas they serve, backup options, who to call, and who can approve. All written down and signed off. | Your site never has to invent its response in the middle of the problem. |
| During | Calls, updates, rental moves, and restart steps get done instead of debated. | Your team acts with a plan while everyone else improvises. |
| After | Lessons, lasting fixes, and spare-parts updates, written down while they are fresh. | The failure becomes knowledge that shortens the next one. |
The deliverables
The playbook
Total, included with Max CARE, Training bundle, or standalone: $5,030
Inspect itemized deliverables and values
| Deliverable | What it does for you | Value |
|---|---|---|
| Site-Specific Contingency Plan | Built around your assets, spaces, and approval rules. | $1,400 |
| Impact and Scenario Summary | What each machine serves, what is at risk, and the most likely failures. | $1,180 |
| Roles and Contacts Map | Who to call: owner, CCMS, electrical, controls, rental, and factory. In order. | $300 |
| Stakeholder Communication Guide | What to tell tenants and leadership, and when to tell them. | $350 |
| Recovery Sequence | Restart steps, plus the lasting fix. | $400 |
| Restart Readiness Checklist | Trigger, hold, visual check, power check, controlled restart. In order, every time. | $650 |
| Event Log and Review Outputs | The written record, plus the plan that stops a repeat. | $750 |
| Total, included with Max CARE, Training bundle, or standalone | $5,030 | |
The Restart Readiness Checklist also comes inside the Owner Training program, so sites that own both never pay for the same document twice. The Critical Alarm Response and Escalation Matrix ships with the Owner Training documents.
Trained to act, trained to stop
Trained staff log what happened, protect the alarms, hold the restart, and communicate. Electrical diagnosis and restart approval stay with qualified technicians. Always. Operator training comes with Owner Training.
Decide the response before the outage does
Current customers: ask your account lead to scope it. New to CCMS: the free Health Assessment checks your outage exposure first.
Request an HVAC Health Assessment
A senior technician reviews one critical HVAC asset. No cost for qualified facilities in the greater Bay Area.
Before scheduling: CCMS confirms site and equipment fit, then arranges customer/credit onboarding. This request does not book a visit or authorize paid work. Please do not include credit, financial, or patient records here.
