> ## Documentation Index > Fetch the complete documentation index at: https://docs.cleanscan.io/docs/llms.txt > Use this file to discover all available pages before exploring further. # Service Relationships > Understand how CleanScan connects contractor organizations to facilities, defining scope, proof policies, and which issues each team handles. A service relationship is the formal link between a contractor organization and a facility in CleanScan. It defines what the contractor is responsible for, what "done" looks like when they close an issue, and optionally how quickly they're expected to respond. Everything that makes a contractor accountable — their zone scope, their category scope, their proof requirements — lives on the service relationship. ## What a service relationship defines The contractor can have access to all zones in the facility, or only specific zones. A cleaning contractor might be responsible for every zone. A specialist maintenance contractor might only cover mechanical rooms and rooftop equipment. When zone scope is set to "specific", the facility manager selects individual zones from the zone list. The contractor's team members only see issues and documentation in those zones. The contractor can receive all issue categories, or only specific ones. This is how routing by category works: when "Cleaning Needed" issues route to ABC Cleaning and "HVAC Issue" issues route to Internal Maintenance, that split is configured on each team's service relationship and zone assignments. A facility can have multiple contractor relationships active at the same time — each with its own category scope — so different issues go to different organizations automatically. What the contractor must provide when they close an issue. Options are `tap_to_resolve`, `photo_required`, `description_required`, and `photo_and_description`. The facility manager configures this. See [Proof of work](/concepts/proof-of-work) for details on each policy. Optional response time and resolution time targets in minutes. When configured, CleanScan tracks whether the contractor is meeting them and surfaces SLA warnings before a deadline is missed. ## How to create a service relationship There are two directions a service relationship can be initiated from. In your facility dashboard, go to **Contractors** and click **Invite contractor**. Enter the contractor organization's email address or invite code. The contractor manager receives the invitation in their dashboard and accepts it. A pending service relationship is created. As the facility manager, you now configure zone scope, category scope, resolution policy, and any SLA targets. The relationship becomes active once you save. The contractor manager goes to **Facilities** in their contractor dashboard and enters the facility contact's email address. The facility contact receives an email from the contractor — branded with the contractor's profile — explaining that they've been set up on CleanScan. Clicking the link creates a facility organization in Client Portal mode. A service relationship is created automatically. The facility immediately sees the contractor's reports and proof photos — no setup required. The contractor configures the initial zone and category scope on behalf of the facility. The facility can adjust scope and policies at any time from their portal. ## The Client Portal When a contractor onboards a facility, that facility starts on the free Client Portal. The Client Portal gives the facility: * Visibility into contractor reports, resolution proof, and cleaning documentation * Email digests of contractor activity (daily or weekly) * The contractor's profile and SLA summary The Client Portal is deliberately lightweight. The facility doesn't manage zones, tags, routing, or issue categories — the contractor handles operations. The facility gets visibility without effort. Contractor reports and proof photos are fully visible to Client Portal facilities. This is intentional: the contractor is demonstrating the value of their work to the client, and that visibility is a core part of the CleanScan value proposition. ## Upgrading to Active Building A Client Portal facility can upgrade to Active Building at any time. Active Building is the paid facility tier where you manage your own zones, tags, issue categories, routing rules, and analytics. When you upgrade: * All existing data is preserved. Issues, proof photos, cleaning records, and reports all stay with the facility — they always belonged to you. * You gain full management authority over zones and tags, including any zones the contractor initially created. * The active service relationship with your contractor continues unchanged. The contractor retains operational access through the relationship. Upgrading to Active Building doesn't change your contractor relationship. Your contractor keeps the same zone and category scope they had before. You just gain the ability to manage and reconfigure it yourself. Active Building is a paid plan. You'll start a trial with full access before converting to a paid subscription. See [Plans and pricing](/account/plans-and-pricing) for details. Understand the resolution policies you configure on service relationships. See how zone and category scope on a service relationship drives routing. Step-by-step guide to inviting a contractor and configuring scope. How contractors onboard facilities and manage their Client Portal clients.