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APS Modem Support Team Polices

Updated over a month ago

As a Baseline, we follow the Support Service Level Agreement as outlined by APS

Customer Success.

KPI response Times to be measured:

Item

Response Time

Comment

Email

24 hours

Less urgent allows for longer response times

Phone Call

2 hours

General agreement is a call means customer is onsite and needs attention

Conversation Guidelines:

  1. All open tickets need to have an ACTION listed with a WHEN so customer knows our intentions

Escalations on Support tickets

Principle: Any escalation is an opportunity for Continuous Improvement. Anytime Tier I cannot answer a question on a first call, it's an opportunity for additional documentation and/or training.

Step 1: ChemTreat Internal

ChemTreat Scenario:

Sales rep review Quick Tip Guide to first answer basic questions:

  1. Controller Troubleshooting for passwords, controller URL links and configuration settings. This also included basic Controller Hardware LED checks

  2. Modem Troubleshooting for connectivity including LED checks, Wi-Fi settings and multiple modem conflicts

A list of ChemTreat Groups to contact if needing help from within ChemTreat

Step 2: APS Tier I

Call AquaPhoenix Customer Success - Tier I

  • Email: modems@aquaphoenixsci.com

  • Phone: 888-455-6641

After 2 email exchanges, MUST pick up phone and have conversation

Step 3: APS Tier II

If Tier I cannot resolve issue, they will escalate to APS Tier II Modem Support

Step 4: ChemTreat Engineering

APS Tier II reach out to ChemTreat:

Ticket Closure

Any escalation will result in a documentation update or a documented Training

Output: Shared learning with all Customer Success Teams and the customer.

Modem/SIM Cancellations

All modem and SIM cancellation requests must come from:

  • Julie Mielke

  • CT Vista (support@ctvistaplus.com)

  • Geof Kaucic

Sales Reps are not allowed to directly cancel modems. If a request comes in from a sales rep, send them to:

  • Email: JulieM@chemtreat.com

  • Phone: 585-356-2495

To follow the Modem/SIM Cancellation process flow see APS Modem Log Process Flow

FUTURE State: At some point, Sales Reps should be able to request cancellations. When ChemTreat provides word, we will update this process flow.

Modem Orders

APS is not to accept new modem orders or SIM card replacement orders from a ChemTreat Sales Rep. Please direct them to:

Provide Sales rep with appropriate Part Numbers:

  • Modem: FCPP2PortC / (450991)

  • Data Plan: FCPDPC1GBKC (450993)

RMA Process

ChemTreat is a Flight Copilot customer, and ALL modems have a 2-year warranty period after ACTIVATION.

In Warranty

  1. APS has authority to issue RMA and send out replacement directly to Rep

  2. ChemTreat must issue a PO and we generate a sales order for the new modem.

  3. ChemTreat to send modem back. If modem does not come back, we can bill for new modem.

  4. For ChemTreat Owned modem inventory

    1. If RMA can be fixed, put back into stock

    2. If RMA CANNOT be fixed, Issue credit for the modem ($663.50)

Out of Warranty

ChemTreat Sales Reps are to contact one of the following people to request replacement of an OOW modems:

  • Julie Mielke

  • Tim Switzer

  • Geof Kaucic

  1. APS does not want any OOW modem returned. ChemTreat to dispose of modem.

  2. An order for a New modem will come from ChemTreat

Monthly Reporting

Areas listed here require a monthly update being sent to ChemTreat representatives.

  • Julie Mielke

  • Tim Switzer

  • Geof Kaucic

Device Count

Show New Modems and Panels

Show Deactivated Panels

Net change month over month of device count

Also include a metric for:

  • In Warranty replacements

  • OOW replacements

Modem IP Changes

ChemTreat Peplink modems may have Dual SIMs installed. We prefer to be running on Verizon/Kajeet SIMs if the cellular network supports it in the target area.

When changing an IP Address on a modem because of a SIM swap, APS must:

  1. Send a note to CTVista+ - support@ctvistaplus.com and copy Geof Kaucic

  2. Include the Serial Number, Old IP and New IP address for BOTH SIM cards

A request may come from a ChemTreat Sales Rep. They must provide the same information

Loss of Communication

APS monitors Flight modems for connectivity. If a modem is offline for more than 48 hours, proactively reach out to ChemTreat:

Related Articles
ChemTreat Modem and Things Mobile SIM Replacements - Support Team Instructions
Transferring a Modem Between Customers
SIM Replacement & APN Change for Peplink Modems
Workflow: Modems with No Connection
Daily Operations: Offline Modems
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