What to expect once you have logged a request
Most requests are answered the same day. Anything that needs a change on the platform back end is usually done within the hour. Anything that needs the development team, or someone on site, takes longer, and you should be told which one you have.
Typical turnaround, from the record
These are observed patterns rather than a contractual commitment. For contractual response times, see your service level agreement.
| Kind of request | Typical |
|---|---|
| User access, add or remove | Same day, often under an hour |
| Make meters visible | Same day |
| Recalculate or recache a point | Minutes |
| Rename a point, change a pulse ratio, flip polarity | Minutes to same day |
| Remove a data spike | Same day, longer where development is involved |
| Load a tariff, run a bill verification | Same day to a few days |
| Remote meter reset | Same day |
| SIM replacement by courier | A few days, plus your site fitting it |
| Bulk historical export | Two days to about a week |
| Development fix | Job dependant. You should get progress updates |
| Hardware quote and technician visit | Days to weeks depending on scheduling |
When it goes to the development team
Some issues are platform defects. When one is, you should be told:
- That it has been raised.
- Whether the underlying data is affected, or only how it displays. A cosmetic defect does not mean your numbers are wrong.
- What the workaround is in the meantime, which is often that Augos produces the report for you.
- When it is fixed, without you having to ask.
Some fixes exist but are deliberately held back until the next release. That is a reasonable answer as long as you are told it, and told whether it affects your data.
If a request has gone quiet
Reply on the same thread. That keeps the history together and is the fastest way back into the queue. If it is time-critical, say what the deadline is and why, and ask for an interim: support can usually produce the report from their side while the underlying problem is worked on.
Chasing well
The requests that resolve fastest in the record share three habits:
- Everything needed was in the first email.
- The customer said what they had already checked.
- Someone was available on site, with a phone, when a physical check was needed. Augos will stay on the line and watch the platform live while an electrician works, which turns a two-week loop into an afternoon.
Still stuck
Reply on the thread with the deadline you are working to. If you need to escalate, say so plainly.