The Field Service Knowledge Base: Everything You Were Afraid to Ask

If you are a contractor, the idea of moving your entire business “to the cloud” is terrifying.

You trust your tools—your wrench, your drill, your truck. You know how they work, you know how to fix them, and you know they won’t disappear into thin air. But software? Software is invisible.

You have questions that sales representatives try to dodge:

“What if the internet goes down on a Friday afternoon?”
“Who actually owns my customer list if I stop paying?”
“Is it legal to track my technicians’ GPS location when they are driving home?”

These are not “stupid questions.” They are business-critical risk assessments. Most software vendors gloss over these fears with marketing buzzwords like “Seamless” and “Secure,” but they don’t explain how.

This page is your Industry Wiki. We have combed through thousands of threads on forums like Reddit (r/HVAC, r/Plumbing) and ContractorTalk to find the deepest fears of business owners. We answer them here with brutal honesty, technical depth, and zero sales fluff.

Contents show

1. The Basics: What Are We Talking About?

Before we dive into the legal and security nightmares, let’s define the landscape. The terminology in this industry is often used interchangeably, which causes confusion during the buying process.

CRM vs. FSM: The Distinction

CRM (Customer Relationship Management): Software focused on Sales and Marketing. It tracks leads, emails, and phone calls. Think Salesforce or HubSpot.
FSM (Field Service Management): Software focused on Operations. It tracks trucks, work orders, parts inventory, and invoices. Think ServiceTitan or Simpro.
The Hybrid: Most modern tools for small businesses (like Jobber) are hybrids. They do both CRM (tracking the customer) and FSM (tracking the job), but they may lack the depth of a dedicated tool in either category.

Cloud (SaaS) vs. On-Premise (Desktop)

The debate between “Rent vs. Own” is the biggest cultural shift in the industry.

Feature	Cloud (SaaS)	On-Premise (Desktop)
Definition	Software hosted on Amazon/Google servers. You access it via a browser or app.	Software installed on a physical server in your office closet.
Payment Model	Subscription (Monthly/Annual). “Rent.”	One-time License + Annual Maintenance Fee. “Own.”
Access	Anywhere with internet. Techs have live mobile apps.	Office only (unless you use a slow VPN/Remote Desktop).
Security	Bank-grade (SOC 2). Vendor handles backups.	High Risk. You are responsible for firewalls and backups.
Updates	Automatic and instant.	Manual. Requires IT downtime to install.
Data Ownership	You own the data, but they hold the keys.	You physically hold the data on your hard drive.

Verdict: In 2026, Cloud is the standard. On-premise solutions are rapidly being deprecated (discontinued) by vendors. The risk of a ransomware attack on a local server is now statistically higher than a cloud breach.

2. Security & Data Ownership (The “Paranoia” Section)

This is the #1 fear for old-school owners: “If I put my data in their cloud, do they own it? Can they hold it hostage?”

Who owns my customer data?

You do. Legally, in almost all Terms of Service (TOS), the user retains ownership of the “Customer Data” (Names, Addresses, Job History, Pricing).

However, the software vendor typically claims ownership of the “Aggregated Anonymized Data.”

What this means: They can use your data to calculate industry averages. Example: “The average price for a water heater install in Chicago is $2,100.” They cannot sell your specific client list to a competitor.

Can I export my data if I cancel?

This is the most critical question to ask before you sign a contract.

The Good Answer: “Yes, you can export your Customers, Jobs, and Invoices to a CSV (Excel) file instantly via the settings menu.”
The Bad Answer: “We will provide a PDF export of your history.”
- Warning: You cannot import a PDF into new software. This is a “Soft Lock-in.”
The “Data Hostage” Trap: Some legacy vendors charge a “Data Extraction Fee” (often $500 – $1,500) to provide you with a SQL database dump of your own history. Check your contract for “Termination Assistance” clauses.

Is “Cloud” safer than my office server?

Yes. Statistically, a small business server sitting in a closet is the most vulnerable target for ransomware.

The Reality: You probably haven’t updated your Windows Server security patches in 6 months. Your firewall is a $100 router from Best Buy.
The Cloud: Vendors like Jobber and Housecall Pro spend millions on SOC 2 Type II security compliance. They have teams of “White Hat” hackers testing their defenses daily. Their servers are redundant across multiple physical locations.

3. The GPS Legal Minefield

Installing GPS tracking on your technicians’ phones or trucks triggers immediate “Big Brother” anxiety. It is also a legal minefield if not handled correctly.

Is it legal to track employees?

Generally, yes, provided it is during working hours and using company-owned assets. However, laws vary significantly by state (California is very strict; Texas is more lenient).

The “Off-the-Clock” Risk:
If a technician takes a company vehicle home, tracking them after 5:00 PM can be considered an invasion of privacy.

The Solution: Most modern dispatch software has “Working Hours” settings. The GPS tracking automatically disables when the tech clocks out or outside of defined shift hours (e.g., 8 AM – 6 PM).

Tracking the Phone vs. The Vehicle

Vehicle (OBD-II Dongle): You are tracking the company asset (the truck). This is the safest legal ground. You have a right to know where your property is.
Phone (Mobile App): You are tracking the person. This requires clear consent.
- Best Practice: Have every technician sign a “Mobile Device Usage Policy” that explicitly states: “Location data is collected during working hours for the purpose of dispatch efficiency and customer safety.”

The “Battery Drain” Myth

Technicians often disable GPS saying, “It kills my battery.”

The Truth: Modern “Background Location” technology (Geofencing) uses cell tower triangulation rather than constant GPS pinging. It uses very little battery.
The Script: “We aren’t watching you to see if you stop for coffee. We are tracking you so that when Mrs. Jones calls asking where you are, I can tell her ‘He is 5 minutes away’ without calling you while you’re driving. It’s a safety and customer service tool.”

4. Disaster Recovery: What If the Internet Dies?

We live in a connected world, but connections fail. What happens to your business if Amazon Web Services (AWS) goes down, or a backhoe cuts the fiber line to your office?

Scenario A: The Cloud Provider Goes Down

It happens. Even Google goes down.

The Reality: If ServiceTitan goes down, you cannot access the dispatch board.
The “Offline Mode” Savior: Most robust technician mobile apps store the day’s schedule locally on the device.
- If the server crashes: The tech can still open the app, see their 3 jobs for the day, view the address, and take photos. They just cannot “Sync” the invoice until the server comes back up.
- Warning: This only works if the tech “Synced” their device that morning.

Scenario B: Your Office Internet Dies

The Fix: Since the software is cloud-based, you are not tied to the office.
- Hotspot: Use a 5G phone hotspot to get the dispatchers back online immediately.
- Go Remote: Send the dispatchers home to work from their home Wi-Fi. This is the beauty of SaaS—portability.

The “Paper Backup” Protocol

Technology will fail eventually. You need a “Crash Kit” in every truck.

The Kit: A physical binder containing:
1. Blank paper invoices (carbon copy).
2. A printed price list (Flat Rate book).
3. A credit card imprint machine (or a Square reader that works offline).
The Rule: If the app is down for more than 15 minutes, switch to the Crash Kit. Enter the data later. Never stop working.

5. Hardware & Technicians (The “Real World”)

Software needs hardware. Hardware breaks.

BYOD (Bring Your Own Device) vs. Company Devices

Should you buy iPads for everyone, or let them use their personal phones?

Option A: Company Devices (Recommended for Scale)

Pros: You control the device. You can use Mobile Device Management (MDM) to block Netflix/TikTok. Uniformity (everyone has the same case/charger).
Cons: Expensive upfront cost ($300-$500 per tech).

Option B: BYOD (Bring Your Own Device)

Pros: $0 upfront cost. Techs take better care of their own phones.
Cons: Privacy Issues. You cannot remotely wipe a personal phone if they quit. They might complain about “using their data plan” for work.

The “iPad Destroyer” Problem

“My guys break an iPad every month.”

The Solution: Do not buy “Smart Covers.” Buy Otterbox Defender series cases (or equivalent rugged cases with screen protectors).
The Policy: Make the technician sign a “Hardware Agreement.” Example: “The first broken screen is on us. The second one comes out of your tool allowance.”

6. Implementation & Culture (The “People” Problem)

Technology is easy. People are hard.

How do I train older technicians?

You have a 60-year-old master plumber who hates phones. How do you get him to use an iPad?

Big Buttons: Increase the font size on the tablet settings.
Voice-to-Text: Teach him to use the microphone button to dictate notes instead of typing.
The “Carrot”: Show him how it makes his life easier. “Steve, no more paperwork to fill out in the truck at 5 PM. You click ‘Done’ and you go home.”

How long does implementation take?

It depends on the complexity.

Self-Serve (Jobber): You can send your first invoice in 1 day. Full adoption in 2 weeks.
Enterprise (ServiceTitan/Simpro): Requires data migration, pricebook setup, and training. Average is 6 to 12 weeks.

Can I run paper and software at the same time?

Do not do this.
It is called “Parallel Running,” and it is a disaster. Technicians will default to paper because it’s comfortable. You must “Burn the Boats.” Pick a Go-Live date (e.g., Monday the 1st) and remove all paper invoice books from the trucks on Sunday night.

7. Financial & Contracts

What are “Hidden Fees”?

When budgeting using our Pricing Index, look for these line items that aren’t on the website:

Implementation Fee: One-time setup cost ($500 – $10,000).
Training Fee: Paying for Zoom sessions with an expert.
Credit Card Processing: The difference between 2.7% and 3.1% is massive over a year. Check our Stripe guide.
Additional Mobile Licenses: The “Base Price” often covers the office. Each tech costs extra ($20-$100/mo).

SaaS Inflation (Price Uplift)

Check your contract for an “Automatic Uplift” clause. Many Enterprise software contracts state that the monthly price will increase by 5% to 7% every year automatically upon renewal. Try to negotiate a “Price Lock” for 2-3 years if possible.

8. Glossary of Terms

API (Application Programming Interface): The plug that lets two software programs talk (e.g., Jobber talking to QuickBooks).
Batching: Grouping credit card payments together to deposit into the bank as one lump sum.
Dispatch Board: The digital calendar view where you drag-and-drop jobs to technicians.
Geofence: A virtual GPS boundary around a job site that detects when a tech arrives or leaves.
Pricebook: Your catalog of services (e.g., “Install Faucet – $250”).
SaaS: Software as a Service (Cloud software).
SLA (Service Level Agreement): The vendor’s promise of uptime (e.g., “We promise to be online 99.9% of the time”).
Webhook: A real-time notification sent from one app to another (“Hey! A new job was just created!”).

The Data Exit Checklist: How to Leave Safely

If you decide to fire your software vendor, follow this order of operations before you cancel.

[ ] Export Customers: Download the CSV of all client contact info.
[ ] Export Job History: You need to know what you installed 3 years ago for warranty purposes.
[ ] Sync QuickBooks: Ensure every penny is pushed to your accounting software. QuickBooks is your permanent record; FSM is temporary.
[ ] Download Photos: This is the hardest part. Many bulk exports do not include job photos. You may need to ask support for a “Zip file of all attachments.”
[ ] Cancel Payment: Remove your credit card from the system.

Sources

US Dept of Labor: GPS Tracking Laws (Verified Jan 2026)
SOC 2 Compliance Standards (Verified Jan 2026)
Apple Business Manager (MDM) (Verified Jan 2026)