Elevator and Life Safety Entitlement Callout Audit Playbook

Elevator and life safety vendors often bill:

• callouts that should be included
• after-hours premiums without proof
• parts markups that are not controlled
• recurring visits that indicate root causes

This playbook installs entitlement clarity and invoice audit discipline.

What you will produce

1. Entitlement matrix from the contract
2. Callout approval rules
3. After-hours definition and proof requirements
4. Parts markup rules
5. Invoice audit checklist

Step-by-step implementation

Step 1: Extract entitlements from the contract

List what is included and what is billable.

Step 2: Define approval rules

Callouts above a threshold require approval.

Step 3: Require proof for premiums

After-hours premiums should require timestamps and dispatch logs.

Step 4: Audit invoices and track repeat issues

Repeat callouts often point to root causes.

Templates

A) Entitlement matrix (copy and paste)

Copyable template (TEXT)
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Entitlement Matrix

| Service item | Included (yes or no) | Notes | Source reference |
| ------------ | -------------------- | ----- | ---------------- |

B) Callout authorization (copy and paste)

Copyable template (TEXT)
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Callout Authorization

Site:
System:
Issue description:
Requested dispatch time:
Estimated cost:
Approval required (yes or no):
Approver:
Decision:

C) After-hours premium proof checklist (copy and paste)

Copyable template (TEXT)
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After-hours Premium Proof Checklist

- Dispatch timestamp
- Arrival timestamp
- Work start and end timestamp
- Reason the work could not wait
- On-site contact confirmation

D) Invoice audit checklist (copy and paste)

Copyable template (TEXT)
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Elevator and Life Safety Invoice Audit Checklist

Invoice number:

- Work matches an approved ticket or dispatch
- Charges align to entitlements
- After-hours premiums have proof
- Parts pricing and markups align to policy
- No duplicate trip fees
Decision:
- Approve
- Dispute and request correction

Common failure modes

• entitlements are not documented, so included work is billed as extra
• approvals are not enforced, so dispatches become automatic
• repeat callouts are not analyzed, so costs compound