Management Policy

    1. Purpose

    This Management Policy establishes the framework for leadership, decision-making, and daily operations at Smartlink Technology, LLC. It defines responsibilities, operational standards, and expectations for the management team to ensure efficient service delivery, regulatory compliance, and continued business growth.

    1. Management Structure

    Smartlink Technology is structured as a Limited Liability Company (LLC) and managed by its owners and designated leadership team.

    • Chief Executive Officer (CEO) / Managing Member
      • Provides strategic direction and oversees overall company operations.
      • Ensures the company’s mission aligns with long-term growth and community impact.
      • Represents Smartlink in industry partnerships and regulatory matters.
    • Chief Operating Officer (COO)
      • Manages day-to-day business operations and supervises department heads.
      • Oversees network expansion, customer service initiatives, and financial performance.
    • Director of Network Operations
      • Ensures network reliability, performance, and security.
      • Manages infrastructure projects and technology upgrades.
    • Director of Sales & Customer Relations
      • Develops sales strategies and customer acquisition programs.
      • Oversees customer support policies and service quality.
    • Director of Finance & Administration
      • Manages company finances, billing, and regulatory compliance.
      • Oversees budgeting, payroll, and financial reporting.
    1. Decision-Making & Authority

    Smartlink follows a tiered decision-making structure to ensure efficiency:

    • Strategic Decisions (e.g., expansions, major investments) require CEO approval.
    • Operational Decisions (e.g., staffing, policy updates) are managed by department heads.
    • Routine Decisions (e.g., service adjustments, customer issue resolutions) are delegated to appropriate team members.

     

    1. Compliance & Regulatory Responsibilities

    Smartlink adheres to federal, state, and local regulations governing internet service providers, including:

    • FCC Regulations (e.g., broadband transparency, data privacy)
    • Missouri State Business Laws
    • Local Permitting & Franchise Agreements

     

    Regular compliance audits ensure Smartlink maintains legal and ethical standards in operations.

    1. Financial Management
    • All financial transactions, including revenue collection and vendor payments, are tracked using a secure accounting system.
    • Annual budgeting and forecasting are conducted to maintain profitability.
    • Pricing policies are reviewed regularly to ensure competitiveness and sustainability.

     

    1. Service & Customer Support Standards

    Smartlink is committed to high-quality service and customer satisfaction. Key policies include:

    • 24/7 technical support for critical outages.
    • Service level agreements (SLAs) defining response times for customer issues.
    • Regular performance monitoring to ensure consistent internet speeds.

     

    1. Human Resources & Employee Conduct
    • Employees must adhere to Smartlink’s Code of Conduct and maintain professionalism.
    • Training programs ensure all employees stay up to date on industry standards.
    • Performance evaluations are conducted annually.

     

    1. Security & Data Protection

    Smartlink implements industry-leading cybersecurity measures to protect customer data and network integrity, including:

    • Firewalls & Encryption to prevent unauthorized access.
    • Data Access Controls ensuring only authorized personnel handle sensitive information.
    • Incident Response Plans for addressing security breaches.

     

    1. Review & Updates

    This Management Policy will be reviewed annually to ensure alignment with business goals and industry changes. Updates will be communicated to all stakeholders as necessary.

     

    For questions regarding Smartlink’s Management Policy, contact Smartlink Customer Support at 573-840-0085.or visit www.smartlinkinternet.com.