🔶 Authority/ownership is PROVISIONAL pending founder confirmation — see Authority & Decision Rights. Capability reality: System Capability Status.
Owner: Lola (Ops) · Department: Operations · Status: Live · Version: 1.0
Effective Date: 2026-06-13 · Last Reviewed: 2026-06-13 · Next Review Date: 2026-09-13
Source of Truth: this page · Maturity: 4 (Operational)
The SOP layer is governance: why a process exists, who owns it, who approves it, the SLA, and the escalation path. SOPs do not contain implementation detail (that lives in Architecture) or step-by-step execution (that lives in Playbooks).
| SOP | Owner | Paired Playbook |
|---|---|---|
| §16 Channel Routing Map (moved to Reference) | Ops | — |
| §17.4 Customer Support Escalation | CS / Alicia | (planned) |
| §17.5 Regulator Direct Contact | Compliance / Ayisha | NOV Response |
| §17.6 PII / DSAR | Compliance | DSAR Execution |
| §17.7 Press / Media Routing | Comms / Ayisha | — |
| §17.8 Recall Fan-Out | Compliance | Recall Execution |
| §17.9 VIP Dispute Escalation | CS | — |
Vendor Onboarding & KYB · Vendor Support · Driver Support · Product Compliance Review · Inspection Readiness · NOV Response · Legal Holds · POS Age Verification · Internal Approvals · Release Governance · Vendor Go-Live Activation
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