Baseline 3g migration playbook (WFWW) (Legacy)

Baseline 3G Playbook

This document is to summarize content and communications for the Baseline 3G Modem end of life, and the push for customers to purchase a new LTE modem, to ensure our messaging is consistent regardless of who or where the communication comes from.

Situation Overview1

Landing Page2

Email Notifications to Customers & Users4

Communication in AppManager5

Situation Overview

The 3G networks for AT&T and Verizon are in the process of shutting down. Verizon services are expected to terminate Dec. 31, 2022. AT&T services are expected to terminate Feb. 22, 2022. Baseline controllers will begin to lose connectivity to the server prior to that date as more and more of the 3G infrastructure is brought down. Over the course of 2021-22, Baseline controllers with 3G modems will need to be upgraded to LTE.

The total number of controllers with active AT&T 3G modems = 575
The total number of controllers with active Verizon 3G modems = 84

Due to supply chain issues, the Cloud Network Module will not be available in the timeframe required to replace 3G modems before the services are terminated. We will instead send out a new version of the Cloudgate modem as an alternative using a new part number for a standard cell modem and for a Gateway cell modem.

The new part numbers are:

BL-LTEUPG
- Baseline LTE Modem (CloudGate Nano) upgrade from 3G modem
BL-LTEUPG-GW
- Baseline LTE Gateway Modem (CloudGate Micro) upgrade from 3G Gateway modem
- This is for sites that require the Baseline gateway modem. This modem is also an alternate modem that can be used in areas where Cat-M1 is not available. The Nano (what we ship standard today) is Cat-M1 and there will be locations that don’t support this yet. The Micro is the alternate option.

All new modems shipped will come with a Worry-Free Wireless Warranty. All modems will be covered through Dec. 31, 2026. The Cloudgate modem is already warrantied from a hardware perspective so the purpose for the WFWW is to guarantee that we will replace/update the modem should the customer experience a transition from LTE or 5G to an unsupported technology (6G?). The Cloudgate representative we work with to source the device confirmed that the modem is compatible with LTE and 5G networks – both of which will be supported well beyond 5 years. The value of the WFWW is to minimize customer objections and assure them that they will remain on a stable cellular network.

The overall goal is to “break even” from a cost perspective. This will mean we send out approximately 220 modems to customers who purchased their 3G modem in the last 3 years (Jan. 1, 2018). The customers who purchased their modem longer than 3 years ago (Dec. 31, 2017) will purchase their modem for a discounted price of $449.

Customers can purchase a new LTE modem through their local distributor or they can submit a P.O. with Credit Card number and we will fulfill the order directly by sending a new LTE modem to the customer.

We will send out proactive communication to all customers with a 3G cell modem. The communication will provide the customer with context for why 3G networks are going down, what the implications are for their Baseline controller, and how to upgrade their 3G modem to LTE.

Once the customer has purchased the modem directly, or, through distribution, we will send out the new device as soon as we receive the P.O. and payment.

The customer will receive the new modem, activate it through the standard activation process, and install the new modem. After installation, they will be good to go.

Customer Support Communication Overview

Customer calls asking for more information about the 3G turn down

The 3G networks for AT&T and Verizon are in the process of shutting down nationwide. Verizon services are expected to terminate Dec. 31, 2022. AT&T services are expected to terminate Feb. 22, 2022.
Here is a web page that describes the AT&T modem situation and some FAQs: https://www.hydropoint.com/baseline/product-news/3g-modems-warranty-info-faqs/

Customer wondering what happens if they don't upgrade

The controller will continue to irrigate but you will not be able to remotely manage or control the system from a computer or mobile device and no longer receive alerts and notifications of system issues. The controller will be functioning as a basic irrigation timer that is managed manually on the face plate.

Customer wondering if they still get access to customer support if they don't upgrade

The Baseline controllers will still be supported by customer service, but without communication, ability to provide support will be limited.

Customer wants to know what to do next

Has the customer gone to the Baseline 3G landing page? (yes/no)

- What is the 3G landing page? The 3G landing page is on the Baseline website at https://www.hydropoint.com/baseline/baseline3g/. It allows a customer to enter their email address to see what 3G devices they have associated with their email address. The 3G landing page will send the customer an email with a list of 3G modems they are associated with. From there, the customer can reach out to Sales or their local distributor to move forward with their 3G migration process.

Customer says they received communication but don't know what to do next

Has the customer gone to the Baseline 3G landing page? (yes/no)
- If Yes, refer the customer to their RSM or have the customer send an email to the following address: baseline3gupgrade@hydropoint.com
- No, refer the customer to the Baseline 3G landing page

Customer wants to know pricing for a new modem

Refer the customer to their RSM or enter their information into the landing page and that information will be provided.

Customer installed their new Nano modem, but it doesn't work

Validate coverage with AT&T as outlined in our communication issues guide
If CAT-M1 coverage is not available in their area, we will need to send a Micro as an alternative replacement
Follow normal RMA process to (ship or cross ship?) the replacement (pending final process validation)

Email Notification to Customers

Suggest this is the first email to Customers about the situation (those that have not been notified by Sandi Yet). Not sure what platform this will be sent out.

CUSTOMER EMAIL DRAFT: This would be sent more to a billing or sales contact (as opposed to the WT user)

Email Subject line: Baseline 3G Modem Connectivity Information

Hi <first name>,

Thank you for being a loyal Baseline Customer!

I am reaching out to inform you of an upcoming change to cellular connectivity on one or more of your Baseline smart irrigation controllers. As cellular service providers continue to evolve to support new technologies, 3G connectivity will no longer be supported by Feb. 22, 2022, and our records show that # of your controllers have 3G modems. Click here for more information.

Nothing to worry about though – HydroPoint has you covered with new modems and antennas – our new cellular modems are compatible LTE networks.

Can we get you started with this new LTE modem today? Reply to this email and let’s keep you connected!

BASELINE USER - EMAIL DRAFT: This would be sent to a BASELINE USER associated with controller(s) with a 3G Modem

Email Subject line: Baseline 3G Modem Connectivity Information

Hi <first name>,

Thank you for being a loyal Baseline Customer!

I am reaching out to inform you of an upcoming change to cellular connectivity on one or more of the Baseline controllers in your account. As cellular service providers continue to evolve to support new technologies, 3G connectivity will no longer be supported by Feb. 22, 2022. Click here for more information and instructions of how to best move forward.

Nothing to worry about though – HydroPoint has you covered with new modems and antennas – our new cellular modems are compatible LTE networks.

Let us know if you have any questions,

Email Notification to Distribution Partners

To our valued distribution partner,

We have two new specific part numbers now available for Baseline customers needing to upgrade their 3G modems to LTE. These modem upgrades will be available for customers to purchase either directly from HydroPoint or from you, our distributor. The goal is to get these 3G modems upgraded as quickly and easily as possible and avoid any disruption in cellular connectivity as 3G networks shut down in Q1 2022. Luckily, we have been selling LTE modems for a long time now and thus there are roughly only 300 3G modems in the U.S. that still need to be upgraded.

Here is the product information:

Baseline LTE modem to upgrade from 3G

SKU: BL-LTEUPG

Customer price = $449

Distribution price (5% discount) = $426.55

Baseline LTE Gateway modem to upgrade from 3G

SKU: BL-LTEUPG-GW

Customer price = $449

Distribution price (5% discount) = $426.55

NOTE: These special SKUs and pricing is just for current 3G customers who qualify for upgrades. Standard LTE modem pricing for new controllers will not change and these upgrade SKUs can’t be used with new controllers.

When ordering either of these modems, please make sure that your customer provides the following:

Site Name
Mac Address (multiple Mac Addresses needed if purchasing the gateway modem),
Estimated install date
End user contact name
Email address
Phone number
Billing address

Ensure that data is also on your purchase orders so we can be sure to validate upgrade needs and compatibility.

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