Great news! In an effort to continue providing the highest quality of support here at AutoPal & LoanPro we are excited to share with you updates to the Emergency/After Hours Support Policy!
As outlined published business hours can be found on our website under the Contact Us link.
Monday-Thursday 7:00 AM– 5:00 PM Mountain Time Friday: 7:00 AM– 1:00 PM Mountain Time Saturday & Sunday: Closed
Holidays Closed: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Black Friday, Christmas Eve, Christmas Day, New Year’s Eve.
We strongly recommend sharing this link with those that you authorize to contact our After hours support team and have each individual save the link in the event you have an emergency request that is business critical and cannot wait till normal business hours to solve.
Once your companies authorized requestor reads ALL instructions and submits the form with extreme detail, this will trigger a series of internal company alerts and a phone call to notify a LoanPro After Hours representative, they will quickly jump in to assist and will start responding with the authorized requestor via Email to help resolve the problem within 10 minutes.
In order to solve any After Hours issue, we ask that a member of your team stay online throughout the discovery and remediation process so that we can collaborate on solving the problem. If we do not get a response from your team within 15 minutes of your request, we will consider the issue solved.
PLEASE NOTE: To properly request After Hours support from our team your company MUST follow the new process and start the request by submitting your emergency details to the Emergency Support Request Form . If the authorized requestor submits a general email request during non-business hours our team will NOT view these messages until the following business day and this will result in our team not being properly notified and your emergency issue not being resolved in a timely manner. It is important that you assign authorized users that will not abuse our After Hours Support, if we determine this is the case after several incidents we will discontinue your ability to submit requests.
In addition, all After Hours requests are billed to the client at the After Hours Rate (x2 the standard support rate). If, at LoanPro’s sole discretion, the issue is determined to be a software bug then LoanPro will credit the support time back to the client. Please review your LoanPro Software Agreement for additional details.
We are excited to continue to provide your company with even more resources to be successful!
Please let us know if you have any questions!
Best,
LoanPro Team
Posted Jul 16, 2022 - 17:00 MDT
This incident affected: AutoPal Software Web App and AutoPal Software Website.