After Hours and Holiday Emergency Contacts
WeatherTRAK, WaterCompass, Basemanager Escalations (site 24x7 alerts)
It should be noted that IT and Engineering monitor and receive site 24x7 alerts via email 24/7/365
Call everyone and all phone numbers in this list until you make contact.
- Derek Irving (707-490-8126) – Mobile dirving@hydropoint.com
- Paul Kahalewai (707-292-9053) – Mobile paulk@hydropoint.com
- Matt Hutton (925-980-7768) – Mobile mhutton@hydropoint.com
- Luke Doss (707-486-0437) – Mobile ldoss@hydropoint.com
- Alan Karas (707-790-0733) – Mobile akaras@hydropoint.com
Engineering (WeatherTRAK, WaterCompass, Basemanager)
- Matt Hutton (925-980-7768) – Mobile mhutton@hydropoint.com
- Luke Doss (707-486-0437) – Mobile ldoss@hydropoint.com
- Off-ShoreTeam (Eng, Surrendar) Microsoft Teams or +91 - 98434 13641 - Mobile
For all issues related to customer outage (WT, WC, BM) which include the following:
· WeatherTRAK, WaterCompass, Basemanager latency or site unavailable or error messages & performance issues
· Offline Controllers
· ET Sending, Rain Pause, Water Bill including FTP Access
IT Escalation Call List for Systems, Networking, Backend
- Derek Irving (707-490-8126) – Mobile dirving@hydropoint.com
- Paul Kahalewai (707-292-9053) – Mobile paulk@hydropoint.com
- Alan Karas (707-790-0733) – Mobile akaras@hydropoint.com
For all issues related to IT infrastructure and systems which include the following:
· Office Network and Internet Outages
· Talkdesk Telephone issues
General Notification and Communications Protocols for Escalation Tracking
- All customer impacting issues require a Customer Support Case in SalesForce for notification/awareness, and to initiate the formal Escalations Process (email escalations@hydropoint.com and copy support@hydropoint.com).
- JIRA cases for Engineering tracking and management will be created accordingly.
- Customer communications will be managed and disseminated by the Incident Manager/Lead.
- Customer Support (Chris Mendiola) and Customer Success (Amir Omar and Joni Moss) group leads should be notified any time there is a customer impacting issue.
General Incident Response Triage & Management:
These steps will be performed by the Incident Management Team
1. Email sent to RED@hydropoint.com to start incident (IT/ENG sends)
2. Microsoft Teams RED Channel Update (IT/ENG sends)
3. Determine if a customer banner is necessary, deploy as needed (ENG/Tier 3/Product)
4. Determine customer notification (Product/Support)
5. Need a lead to start Microsoft Teams SWAT Call as necessary (Incident Manager)
a.Hourly updates required (flash email notifications - see distribution list below)
6. Email RED@hydropoint.com to close incident (IT/ENG sends)
7. Microsoft Teams RED Channel close (IT/ENG sends)
8. Customer updates as determined by Product & Support (Chris Mendiola, Product Manager)
Facilities Issues (Especially Alarms: Please follow the instruction sheets located above each key pad if you set an alarm off - even if you silence it. Failure to do so will cause the police to come and Hydropoint will be charged a minimum of $300.00)
Petaluma Office
- Alan Karas (707-790-0733) – Mobile akaras@hydropoint.com
- Paul Kahalewai (707-292-9053) – Mobile paulk@hydropoint.com
- Peter Carlson (707-338-7033) – Mobile pcarlson@hydropoint.com
Emergency Landlord: (707) 781-2600--- Call one of the contacts above
Emergency Integrity Maintenance: (707) 829-5300
BAY ALARM- 1-800-470-1000 call, you must have code word….
Boise Office
1. Chris Mendiola (208-340-7247) - Mobile cmendiola@hydropoint.com
2. Iryna Kovalchuk (208-409-2318) - Mobile iryna@hydropoint.com
Emergency Property Manager: Donell O'Donnell (208-410-5274) donellodonnel@gmail.com
Emergency Integrity Maintenance: Lathan Williams (208-720-7369)
Flash Email Distribution List
Christopher Spain <cspain@hydropoint.com>; Chris Manchuck <cmanchuck@hydropoint.com>; Amir Omar <aomar@hydropoint.com>; Chris Wright <chrisw@hydropoint.com>; Charles Zaher <czaher@hydropoint.com>; Peter Carlson <pcarlson@hydropoint.com>; Matt Hutton <mhutton@hydropoint.com>; Bob Beers <bbeers@hydropoint.com>; Luke Doss <ldoss@hydropoint.com>; Derek Irving <dirving@hydropoint.com>; Joni Moss <jmoss@hydropoint.com>; Meg Mason <mmason@hydropoint.com>; Paul Ciandrini <pciandrini@hydropoint.com>