Velocity – Help & Support Guide

Last updated: November 2025

Welcome to the Eternia Survey App support guide.
This document covers the complete workflow for users including signup, approvals, login, orders, work orders, and troubleshooting steps.

Module 1: Sign Up

Create a New Account

  1. Open the Eternia Survey app.
  2. On the Login screen, tap “Create new account.”
  3. Fill in all required details.

Available Roles

  • Eternia Team – Service Engineer, Zonal Head
  • Partner – Fabricator/Dealer, Supervisor

Requirements

For Fabricator Account

  • Same email ID as used in Zoho
  • GST Number
  • PAN Card details with photo copy
  • Signed Agreement with Eternia (Document)
  • Selfie with the above ID

For Supervisor Account

  • Employee Code
  • ID Proof (PAN / Aadhaar / Driving License / Voter ID)
  • Selfie with ID proof
  • Any other secondary ID

Didn’t Receive OTP Email?

  • Check Spam, Junk, or Archived folders.
  • Tap “Resend OTP” if not received within a few minutes.

Module 2: Account Approval

Account TypeApproved By
PartnerService Team
SupervisorPartner / Service Team
FreelancerService Team
Service TeamAdmin

Where to Approve Profiles

Open app → Home Screen → Drawer (top-left) → Scroll → Pending Profiles

Module 3: Login

Forgot Password

Login screen → Forgot Password → Enter Email / Mobile → Enter OTP → Set New Password

Login Button Greyed Out

If login is disabled even after entering credentials:
Close the app → Reopen and try again.

Module 4: Orders

Who Can See Orders

  • Partner & Service Team
  • Supervisor cannot view orders.

Order Status Definitions

  • New: Before Installation
  • Ongoing: Installation / QC / Handover
  • Completed: After Handover

Zoho Stage Updates

  • QC stage cannot be changed manually.
  • Complete QC in app → Approved by Service Team → Moves to Handover in Zoho.
  • Changes reflect in Velocity within ~10 minutes.

Module 5: Work Order Creation

Installation Work Order

  • Can be created only by Fabricator.
  • Go to Installation icon inside Order Details → Click Create New Work Order.
  • Ensure Zoho stage is “Installation Planned” or “Installation Ongoing.”
  • Add/remove windows as needed.
  • Select Supervisor, start date/time → Click Create.

QC Work Order

  • Created automatically after installation completion.
  • Or manually by Fabricator via Quality icon → Create New Work Order.
  • Select Type: Quality Check, start date/duration, and Supervisor → Create.

Handover Work Order

  • Auto-created after all windows pass QC.
  • Or manually by Fabricator after QC submission via Handover icon → Create New Work Order.

Common Errors

IssueSolution
“Survey not completed”Set Zoho stage to QC In Progress
Work order not auto-createdCheck if all windows have completed previous stage
Cannot assign supervisorVerify supervisor skills

Module 6: Overdue Work Orders

Can Supervisors Work on Overdue Orders?

No. Must change status to Pending before proceeding.

Who Can Edit Overdue

  • Installation: Fabricator & Supervisor
  • QC / Handover: Fabricator only

How to Edit

Work Orders tab → Three dots (⋮) → Edit → Change date/time → Save.

The new date/time must be in the future.

Module 7: Work Order Submission

Who Can Submit

Only Supervisor (except Handover work order).

Service Engineer Tag during QC

Tag the Service Engineer who accompanied Supervisor during QC check-in.

“Waiting for SE/SH Approval”

Indicates a Service Team member was tagged and must approve before proceeding.

To Approve Tagging Request:
Go to Reminders → Approve Tag Request.

Partial Submission

Not allowed. All touchpoints must be completed.

After Check-Out

  • Installation: Marks work order complete.
  • QC: Sent for Service Team approval.

Module 8: Work Order Approval

Work Orders Requiring Approval

Only QC work orders.

Approval Permissions

StatusCan Approve
Under ApprovalService Engineer / Zonal Head / Service Head
Under Approval by Zonal HeadZonal Head / Service Head
Under Approval by Service HeadService Head

Who Are Approvers

Check Work Orders → Under Approval / Under Approval by Zonal Head tabs for approvers.

How to Approve

Approvals Tab → Select Work Order → Review → Swipe window → Review → Approve/Reject touchpoints → Submit

Approval Rules

  • Partial approval not allowed.
  • Approve button disabled until all windows reviewed.
  • Rejected orders go to “Rejected” → Supervisor edits and resubmits.

Supervisors can edit only rejected questions.

Module 9: Work Order General Questions

ActionWho Can DoCondition
EditFabricatorStatus = Pending / Overdue
DeleteFabricatorStatus = Pending

Module 10: General Queries

Edit Supervisor Skills

Login as Supervisor → Profile Details → Role Overview → Edit → Update.

Delete Account

Drawer → Delete Account.

Account can be restored by contacting Admin.

Support Contact

If you face any issues not covered here, please reach out via:

📧 [email protected]
https://www.eterniawindows.com