Service Department – FAQs & Resources

Resources

• Hourly Rates
• Service Department Org Chart
• Ticket Process Flowchart

Frequently Asked Questions (FAQs)

1. How do I submit a service ticket?

• Submit via the internal Service Form on HubSpot or through customer email forwarded to: [e-mail]

 

2. What qualifies as a service ticket?

• Anything involving:

  • Equipment malfunction

  • Warranty follow-up

  • Client-reported issues

  • Programming changes

  • On-site technician needs

 

3. What is the expected response time?

• Following Our SLAs: PENDING

• Initial Response: Within 1 business day

• Resolution ETA: Varies based on urgency

  • Urgent (system failure): < 24 hrs

  • Non-urgent (settings/adjustments): 2–5 business days

 

4. How are tickets assigned?

• Based on:

  • Ticket type

  • Technician availability

  • Project or service contract tier

 

5. When should I escalate a ticket?

• If:

  • No response in > 48 hours

  • Customer is frustrated/escalating

  • Issue impacts critical business or home systems

6. What are our hourly rates?

$ Rate Comparison	Non-Member	Exclusive	Elite	After-hours
Hourly Rate	$249 p/hour	$186.75 p/hour	$149.4 p/hour	$390 p/hour

 

 

Ticket Process Flowchart

 

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👥 Service Department Org Chart

 

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🧩 Adjacent Departments & Contacts

Department	Role	Key Contact	Contact Info
Sales	Sales Leads	Jennifer Segovia	[e-mail]
Accounting	Billing & Memberships	Andrea Aiello	[e-mail]
Installations	Project Execution & Updates	Jess Berry	[e-mail]
Marketing	Branding & Updates	Jennifer Segovia	[e-mail]