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User Roles Reference Guide

Updated August 14, 2024 1 min read

A description of user roles (Maintainer, Manager, Executive) and division of responsibility between customer and HydroPoint.

Maintainers

Resolve issues on-site, update controller programming, and protect landscape assets.

Maintainers should expect to:

  • Receive email notifications for high-priority alerts 
  • Respond to escalations from the HydroPoint Customer Success team on all issues

Maintainers are responsible for:

  • Resolving field issues by responding to alert notifications and HydroPoint issue escalations
  • Creating work orders in customer system, escalating site-level obstacles and issues to Manager  

Managers

Drive overall site quality and performance and ensure that Maintainers are resolving issues.

Managers should expect to:

  • Receive email notifications for high-priority alerts 
  • Respond to escalations from HydroPoint when Maintainer cannot be reached

Managers are responsible for:

  • Encouraging Maintainers to collaborate with HydroPoint Customer Success team
  • Designating Maintainers, notifying HydroPoint of new staff, and managing controller permissions

Executives

Monitor overall portfolio/project success and ensure that Managers are getting results.

Executives should expect HydroPoint to:

  • Reach out to your Managers and Maintainers to help resolve site issues
  • Escalate strategic obstacles and opportunities to you, such as:
    • Non-responsive Managers and Maintainers
    • Missing portfolio-level data (e.g. water bill access, updates to user roles)
    • Additional HydroPoint training, services, and products

Advise high-level water management strategy upon request, such as:

  • Choosing the right budget for site/portfolio water usage
  • Prioritizing site/controller issues and driving maintenance initiatives
     

Executives are responsible for:

  • Setting expectations that Managers and Maintainers will engage with the HydroPoint Customer Success team
  • Addressing strategic obstacles and opportunities with HydroPoint Customer Success team
  • Identifying key contacts (managers, water bill contacts) and defining distribution lists and site groups
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