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Topic

Customer Support.

  1. After Hours and Emergency Contacts After Hours and Holiday Emergency Contacts WeatherTRAK, WaterCompass, Basemanager Escalations (site 24x7 alerts) It should be noted that IT and Resources
  2. Baseline Support Emergency On Call Process - LEGACY/RETIRED Baseline Support Emergency/On Call Process  Service Overview: BaseLine provides after hours emergency support as part of the standard service Resources
  3. Basic Call Handling and Process Flow Basic Call Handling and Process Flow Purpose This document is intended to provide an overview of the general call handling Training
  4. Basic Network Components and Definitions Delete Basic Network Terminology and Definitions Including data source, security, and hardware. Data and “the internet” Sources: AT&T, Glossary
  5. Customer Support Playbook This page is your gateway to all Support resources. Please refer to the categories below to locate the information you Playbooks
  6. Customer Support Service Level Definitions SLA (Service Level Agreement) Service delivery agreements published and available on our website and online request forms.  In general, our Training
  7. General Support Contact Center Policies Purpose This document is intended to provide an overview of the general policies and expectations for Customer Support team members. Training
  8. How to Locate the Company in BaseManager * In BaseManager you will go to Admin in the side bar and select Manage Site * Then you will enter in Resources
  9. How to submit a SemTech Support Case Access the Air Vantage Portal * Use this link Sierra Wireless and enter your credential. Need help? * Once you access the Resources
  10. HydroPoint Glossary This is a auto-generated Article of all your definitions within the glossary. Glossary This is a auto-generated Article of all Glossary
  11. HydroPoint Scope of Support The HPDS Ecosystem Each team owns their respective responsibilities inside their scope. Often, this may require multiple teams working in Resources
  12. Interpreting an Event File (v19) The BaseStation 3200S irrigation controllers track all actions such as programming changes, water times, moisture levels, and other internal actions Resources
  13. Irrigation Association Friction Loss Charts Glossary
  14. Irrigation Association Glossary of Terms The Irrigation Association Glossary of Terms is an evolving document. To read the latest document, click the link below.  https: Glossary
  15. IVR Options Here is a breakdown of our Main IVR options: Press 1 - Technical Support Press 2 - Sales Press 3 Resources
  16. Lowes Access Requests & Training Delete IMPORTANT Lowes is currently in the process of revamping their exterior services support structure company wide. Part of the Resources
  17. LTE Network Communication INTERNAL 📨Understanding Cloud Connectivity, LTE-M, with Smart Irrigation Systems. * This section will walk you through definitions, related to WeatherTRAK communication, to Resources
  18. Netafim Hydrometer Product Manual Glossary
  19. New Hire Playbook - Customer Support Team New Hire Playbook Support Methods Inbound calls, voicemails, and emails. Greeting example: “Hello thanks for calling Hydropoint support. This is Playbooks
  20. Rebates A rebate is a form of discount on a purchasable Item. The government offers rebates on smart irrigation controllers or Playbooks
  21. Resetting SubStation to Factory Default Factory Reset I If necessary to reset the SubStation to factory defaults, follow the steps below.  This should only be Resources
  22. Sharing a Document using Links This video shows how to use the SharePoint environment to share a document link. Your browser does not support HTML5 Training
  23. Submitting a Request to Data Services Update Table of Contents Data Services Request ProcessNotes Data Services provides data from our databases in Salesforce, NetSuite, WeatherTRAK, and Resources
  24. Subscription Renewal Process The technical support team may receive renewal requests from customer contacts or come across controllers that have been deactivated due Playbooks
  25. Target Access Requests & Training IMPORTANT As part of Target's ongoing commitment to sustainability and water management, they have announced an important update Resources
  26. Using MS Teams: Best Practices for Conferences Teams Computer Audio Only If a meeting is in a conference room with multiple individuals in the same room (e. Training
  27. Using MS Teams: Best Practices for Individuals Teams Computer Audio  Teams meetings audio work well when using built-in mic and speakers. You can also use a Jabra Training
  28. Walmart Responsibilities All internal questions or concerns regarding Walmart processes should be directed to Brandon Garriss.  Email is his preferred method for Resources
  29. WALMART WT WFWW 3G PROJECT PROCESS - (Legacy) Overview Walmart Exterior Services is partnering with HydroPoint in a joint effort to update all 3G controllers at their stores Playbooks
  30. WeatherTRAK Controller Modes Controller Modes     Rain Pause (CCRP) Climate Center Rain Pause When a Climate Center Rain Pause (WeatherTRAK Rain Pause) alert occurs, Glossary
  31. WeatherTRAK WFWW 3G Sunset Playbook (Legacy) WT WFWW 3G Sunset Support Playbook   Expectation is that a phone call will be the typical contact path.  This same Playbooks
  32. Worry Free Wireless Warranty Procedure The WeatherTRAK Worry Free Wireless Warranty (WFWW) is an extended warranty for WeatherTRAK controllers designed to ensure network connection even Playbooks
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