IVS Chat System

Scope

This SOP applies to all IVS employees and contractors. It governs the mandatory use of Raven as the official internal communication platform.

Official Communication Platform

IVS uses Raven as its primary internal chat and coordination system.

• All employees are required to use Raven
• Raven must remain open and accessible for the entire duration of the shift
• Employees must be reachable during working hours unless on an approved break

No alternative messaging platforms may be used for official IVS communication unless explicitly approved.

Availability & Response Time

• Employees are expected to maintain a timely response time
• Messages from:
  • Direct managers
  • Operations
  • HR
  • Client-facing supervisors
    must be treated as priority

Failure to respond within a reasonable time during working hours may be considered non-compliance.

If stepping away temporarily (break, meeting, task requiring deep focus), employees must: - Update their Raven status accordingly - Inform their supervisor if necessary

Professional Conduct on Raven

All communication on Raven must be:

• Professional and respectful
• Clear and concise
• Free from offensive, discriminatory, or inappropriate language
• Work-related unless in designated casual channels
• Employees are required to follow the naming convention "First Last (Alias)"
• Employees are required to add a personal image of themselves as the profile picture

Harassment, bullying, or unprofessional behavior on Raven is strictly prohibited.

Channel Usage

• Use appropriate channels for specific topics
• Avoid spamming multiple channels with the same message
• Do not share confidential or sensitive information outside authorized groups
• Follow naming conventions and communication structure where defined

Escalations & Urgent Matters

• Urgent operational issues must be clearly marked
• If no response is received within a reasonable timeframe, escalate to:
  • Direct supervisor
  • Operations lead
  • Management

Do not rely solely on passive messaging for critical issues.

Data & Security Compliance

• Do not share:
  • Client data
  • Credentials
  • Personal employee data
  • Sensitive internal documents
    unless in authorized secure channels

All communication must comply with: - Confidentiality & NDA Handling SOP - Data Privacy & Information Security SOP

Monitoring & Accountability

• Raven activity may be monitored for compliance and operational purposes
• Misuse of the platform may result in:
  • Warnings
  • Disciplinary action
  • Access restrictions

Responsibilities

Each employee is responsible for:

• Staying reachable during their shift
• Responding promptly
• Communicating professionally
• Using Raven as the primary coordination tool

Acknowledgment

By working at IVS, all employees acknowledge and agree to comply with this Raven Communication SOP.