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Backpack FAQ's

Frequently Asked Questions about Backpack & Backpack Services

SECTIONS IN THIS ARTICLE

Users

Who should we add as a user?

Users are anyone you believe needs access to the Backpack information either directly (property team), indirectly (vendors & asset managers).  There is no limit to users in Backpack and no additional cost so feel free to add the entire team.  You never know who might use the data!

Here are some examples of possible users:

  • Property Team - Coordinators, Property managers, Engineers, Accountants
  • Ownership Team - Asset Managers, Lenders, Director or Real Estate
  • Consultants - Sustainability consultant, Utility/Waste consultants, MEP's & Architects

Do I need to add someone to both Property Contacts and users or just in one place?

Users only have to be added in one place, and you will have the option to add them to multiple properties in the portfolio. Their contact information will automatically populate to the Property Contacts section of the properties they've been added to.

Site Contacts can then be selected on the Property Overview page using the dropdown.  If your desired User does not appear in the Site Contacts list, the user has not been granted access to that property.  To learn more about assigning users to a property check out this article: Managing Users & Properties in Backpack.

Can Backpack create users for us?

While the Backpack team can edit and remove users, it is best for the account owners and users to handle adding new team members. If you need to add team members in bulk, the Backpack team can help.  Reach out to our support division at support@backpacknetworks.com.

Vendors

Is the vendors section a vendor list and can you add it for me?

Yes, the vendor list is a place where users can see vendors that specifically pertain to certain properties. It is also a place your team can quickly and easily access property contacts. 

Do vendors get an email when I add them to Backpack?

Vendors are just property contacts and do not receive an email when added.

Site Visit

What do I need to do to prepare for the Site Visit?

Great question - all the details are found in this great article:  Backpack Site Visit: Everything you Need to Know.

Will I have one site visit or two?

Most Backpack subscriptions include only one site visit. There are some instances when a second site visit is needed, in that case the Backpack Customer Success Manager will work out all those details in advance. 

Will the site visits disrupt my tenants?

The site visit requires a thorough walkthrough of all major mechanical equipment and some common areas. This may require the technician and the escort to enter tenant spaces. If there are restrictions to these areas please get approval in advance of the site visit.  Ask your Onboarding Coordinator for more details and read all about the Site Visit here:  Backpack Site Visit: Everything you Need to Know.

Who are you meeting with for the site visits?

For both site visits, our technicians meet with whoever has the most knowledge of the property's mechanical systems. This is most often a building engineer, as it involves a site walkthrough and an interview about the property.

Who will perform the site visit(s)?

The site visit(s) will be performed by one of our field technicians with Mastec or, on some occasions, our Backpack team will perform the site visit.

Is Mastec a division of Bractlet?

We have a partnership with Mastec for our field technicians. They are not a division of Backpack but rather a licensed team who handles our field operations.

Will someone from Backpack be onsite with Mastec?

Our Mastec field technicians act as an extension of Backpack when on site and will perform site visits alone.

Do I need to be onsite for the site visit?

Yes, for the Site Visit, we will require either someone to meet our technician.  This can be the building engineer or another team member who has the best knowledge of your properties mechanical systems and can provide access to those locations.

We have special requirements for vendors to be onsite, including a confidentiality agreement. To whom can I send that documentation?

If there are any special requirements, please send all documentation to your Onboarding Coordinator, and we will ensure the technicians have signed and returned them to you.

Documents & Drawings

We don't have any digital versions of our drawings, can you scan them for us or cover the cost of professional scanning?

We don't provide that service at this time, it is the responsibility of the property team to cover the cost and have the documents scanned. The benefit to scanning plans and loading them into your Backpack are numerous:

  • easy access to Architectural, MEP & other plans and useful information in one centralized location
  • Easy sharing of documents via a Backpack link - no worries about file size
  • Add vendors as Backpack users with read-only access so they can get the documents they need on their own

Once the documents are uploaded, can I share them with those that do not have access to Backpack?

Yes! Within Backpack, you can email a link to files to others or add users, which allows them to access the files themselves. When adding a user to just view documents, consider read-only access which allows the user to download files but not make changes, add files, etc.

Our property documents are in Dropbox, can I just link to those files?

No, but Backpack does accept zip files, which can be easily transferred to your onboarding coordinator or the support team for upload into Backpack.

All of our drawings are already digital in our local network, why should we also upload them here?

The purpose of the software is to help automate tasks that were previously housed in an array of different software, with the goal of clean decision-making.

If your documents are already digital, uploading to the software is a simple process. Once uploaded, the software allows for drawings, submittals, cap ex, plans, and all other property information to be in one place.

Do you want As-builts, and if so, where would I put those?

Yes, we want all property information to be housed in one secure place for your user convenience. They can be uploaded into the base building section, and we will post-process and organize them as needed.

What is the difference between the file types (mechanical, electrical, architectural, etc.)?

The major differences are the types of drawings and the information they provide. The Backpack team will be reviewing all the documents once uploaded & will reach out if we have questions or need additional information.

What's the difference between "Tenant Buildout" and "O&M"?

Tenant buildout would be drawings and information regarding specific floors or tenants. These often show more detail, such as furniture or appliances.

O&M (Operations and Maintenance) are maintenance documents that apply to a certain project & are provided in the close out process. This could be equipment submittals, roofing material info, or window specifications.

Should I be uploading any Phase 1/due diligence reports?

The backpack software is a place where you can and are advised to house all property information and its documents. Yes, a phase 1 report would be helpful when digitizing your assets.

What type of documents would I upload into "Other"?

You can use the 'Other' folder for anything that does not fit into the existing groupings. You'll also be able to further classify those documents with sub-groupings if needed.

I have my cap-ex plan in Kardin/MRI/Yardi. Can I upload it here?

While Backpack doesn't directly integrate with these products, you can export your any documents and upload them to the Backpack.

Why would I need to upload/enter my CapEx plan?

Uploading a CapEx or capital plan helps your team view an overview of all projects. Since the software automatically creates a dashboard of your utilities, it can also show how projects might be affecting your property's performance.

We don't have a capital plan - what should we do?

If you have another record of projects completed on the property, you can manually enter your projects on the project dashboard. Or you can send that information to your onboarding coordinator and they can enter it for you.

Can I upload my CapEx plan instead of entering each line?

Not at this time but - you can email it to your Onboarding Coordinator (during onboarding) or our support team and they will upload it for you!

What is the expectation for upkeep on my CapEx plan and will the system remind me to make updates?

Backpack houses your CapEx plan for your benefit, and therefore maintenance is up to you and Ownership. While the system will not automatically remind you, most CapEx plans are in 1-5 year increments.

Can I upload from VTS/MRI/Yardi or another software for my rent roll and stacking plan?

While the Backpack software doesn't directly integrate with these software providers, you can export your accounting and leasing documents and upload them to Backpack.

Can I view a document in Backpack without downloading it?

Yes! Just click on the "View Document" icon at the far left of the document name. This will open a viewing window.  If the file won't display properly in the viewing window you will be prompted to download the file.

Learn more about Documents and Document Uploading.

Leasing Documents

What do you do with the leasing documents? Why do you need leasing documents?

We gather leasing documents for multiple reasons:

  • To determine occupancy & space use for for an Energy Star Portfolio Manager setup & verification
  • To inform the SQFT and Unit count according to property type
  • To complete the Property data including our Backpack exclusive color coded stacking plan

Leasing documents are confidential, these important documents are handled with care by our team and saved within your Backpack allowing you to decide who has access to these documents.

What kind of rent roll/stacking plan do you need for the "leasing" section and for what month? Will I have to update these every month?

We need the document that you reference for leasing information including SQFT, term, Lessor information, occupancy %, etc.  Some examples are:

  • Stacking Plan
  • VTS Report
  • Rent Roll
  • Unit Type Report

Backpack will reach out annually (at a minimum) to review this information with you.  You are welcome to submit leasing information on a more frequent basis for our team to update.  Also, if you are going through Energy Star Certification with our team we will verify this information as part of that process.

Learn more about Documents and Document Uploading

 

General Questions

Will I receive any email reminders from the software?

Yes! Learn about available notifications in this helpful article: Backpack Notifications