SLA (Service Level Agreement)
Service delivery agreements published and available on our website and online request forms. In general, our overall SLA is to resolve all requests within 24 hours (1 business day). In instances where first call / same day resolution is not possible, the following criteria are applied.
New Controller Activation
- All normal requests may take up to 1 full business day to complete (longer if all required information is not provided or for bulk requests)
- Call or email Customer Support for urgent activation or to raise your online request to urgent
- Urgent requests will be prioritized and will be completed as soon as possible
- In order to avoid unnecessary delays during processing, all activation requests must be submitted with the required information and allow for a defined turnaround time (large requests for multiple devices may take longer to complete)
Controller Replacement Activation
- All normal requests may take up to one (1) full business day to complete. It can take longer if all the required information is not provided. (longer if all required information is not provided or for bulk requests)
- Call or email Customer Support for urgent activation or to raise your online request to urgent
- Urgent requests will be prioritized and will be completed as soon as possible
- In order to avoid unnecessary delays during processing, all activation requests must be submitted with the required information and allow for a defined turnaround time (large requests for multiple devices may take longer to complete)
Controller Access Authorization
- All requests may take up to 1-2 full business days to complete (longer if primary contact, authorization, and all required information is not provided or for bulk user updates)
- In order to avoid unnecessary delays during processing, all access requests must be submitted with the required information and allow for a defined turnaround time (large requests with multiple users may take longer to complete)
- All-access requests require authorized approval by an account owner
SLO (Service Level Objective)
Service delivery objectives based on internal classification and process/priority definitions. In general, our overall SLO is to resolve all requests within 24 hours (1 business day). In instances where first call / same day resolution is not possible, the following criteria are applied.
Case prioritization
- Normal - ownership response and confirmation update/contact with customer within 1 full business day; target resolution or action plan within 2-3 full business days
- Urgent/Overdue – ownership response and confirmation update/contact with customer within 4 normal business hours; target resolution or action plan within 2 full business days
- Nuclear – ownership response and update/contact with customer within 2 normal business hours; target resolution or action plan within 1 business day
- All email requests are created as a normal priority case by default and will be handled accordingly in the order by which they are received
- Any emails/cases submitted with insufficient response time (end of day, after hours, weekend or holiday, etc.) will have follow up cycle beginning on the next normal business day
Important!
VIP and Premier customers should have their cases addressed at the Urgent/Overdue prioritization level. Those customer have been provided with a VIP phone path (Identifiable as VIP support call group) and email case submission method (VIPsupport@hydropoint.com - identifiable as the "Sent To" address.)
Call prioritization
- Live calls should be answered by an available agent within 3 minutes during normal business hours
- Missed calls will be attempted to be returned by an available agent within the same business day during normal business hours
- Urgent voicemails will be attempted to be returned by an available agent as soon as possible within the same business day during normal business hours
- Non-urgent voicemails will be returned by an available agent as soon as possible within 1 business day during normal business hours
- Abandoned calls will be considered non-critical hang up and will not receive a callback
- Blank voice mails will be considered non-critical hang up and will not receive a callback
- Any calls submitted at the end of a business day with insufficient response time, or after hours, will have follow up beginning on the next normal business day
RMA processing
- Normal return orders will be created and submitted for approval review within the same business day.
- Expedited return orders will be created and submitted for approval review within the same business day
- Appropriate lead time (1-2 business days) for building, testing, and packaging is required for all orders; same-day shipping is not offered (rush or expedited orders must be coordinated with the Warehouse and turnaround times are subject to their workloads)
- All processing and shipping times will vary on a case by case basis as defined by business integration timing, manufacturing build cycles, and vendor shipping schedules
- The standard shipping method in most cases is FedEx Ground
- All estimated delivery times are based on normal FedEx Transit Time Map and may be subject to changes and/or delays by the vendor; all FedEx orders will have tracking information provided
- RMA lifecycle should be completed (defective product is returned to HydroPoint for failure analysis) and closed within 30 days after replacement order is received by the customer
Customer Support Business Hours
Published support hours as listed on our online company contact and website information.
WeatherTRAK Customer Support Business Hours
Monday - Friday 3:00 AM - 6:00 PM Pacific
Saturday 9:00 AM - 2:00 PM Pacific
Phone: 800-362-8774
Email: support@hydropoint.com
BaseLine Customer Support Business Hours
Monday - Friday 4:00 AM - 7:00 PM Mountain Time
Phone: 866-294-5847
Email: support@baselinesystems.com