Abstract: A service system provides customized services for customers. One or more embodiments generate an instance record associated with a first service of a service type based on a customer service profile. One or more embodiments send the first instance record to a client device associated with a service technician. At the client device, one or more embodiments allow a service technician to add a new service step to a hierarchy of service steps in the instance record. One or more embodiments receive instance information, including the new service step, from the client device in connection with the first service. Additionally, one or more embodiments store the instance information with the customer service profile.