This service level agreement defines Hippo Manager’s Support and Service coverage as well as the standards of performance in place to measure success. This agreement is between Hippo Manager customers and the Customer Success team and is intended to provide clear expectations on the level of service that is included in the software subscription.
Support Hours & Coverage
Live Chat Support Hours: Monday-Friday 9 AM - 8 PM EST
Phone & Help Desk (Email) Support Hours: Monday-Friday 9 AM - 5 PM EST
Live Chat Response
When a live chat is submitted, customers will be given their place in the chat queue.
Depending on the volume of chat requests, customers can expect a maximum wait time of 2 minutes before an agent responds.
If the question/request submitted through the live chat requires additional time and attention (e.g. proving a custom report, or escalating a reported bug), the support agent will convert the chat transcript into a support ticket. Please allow up to 48 business hours for an update to this ticket to be provided.
If a chat is submitted during offline hours the chat message will automatically be submitted as a ticket to the support help desk. Please allow for the following response times for offline chat messages:
- Before 9 AM EST - Response will be provided the same business day.
- After 8 PM EST - Response will be provided the next business day.
Support tickets (including converted live chat tickets) are addressed in the order they are received, with the exception of urgent and high-priority tickets. Tickets are prioritized based on the following criteria:
This priority is reserved for performance-related issues that result in a work stoppage. These tickets will be responded to within 15 minutes.
Urgent tickets may include but are not limited to slow program performance, error messages preventing a successful log-in, software error messages causing work stoppage, and user security risks.
High Priority Tickets
High-priority tickets take precedence over normal/standard tickets but do not relate to performance outages. These requests will be responded to within 30 minutes.
High-priority tickets may include but are not limited to Controlled substance reporting errors, financial reporting errors, password reset requests, email verification requests, and PHR log-in errors.
Normal Priority Tickets
Normal priority tickets include all non-urgent questions or requests. Normal priority tickets will be responded to and assigned to an agent within 1 business hour from the time the ticket is received.
Normal priority tickets may include but are not limited to Patient/owner merge requests, DVM signature upload requests, custom database reporting requests, general product questions, and enhancement requests.
Depending on the complexity of the ticket, some tickets may remain open longer than 48 hours. In these instances, customers can expect a periodic update from the assigned agent every 3-5 business days beyond the initial 2 business day window.
Issues that extend beyond the scope of support and require development work will be placed On Hold until an issue is resolved by a software release. Customers will be notified when a ticket is escalated to development and once again when the release has been deployed.
Phone support should be reserved for urgent issues, where an immediate response or resolution is required. If you are unable to reach an agent on the first attempt, please use the live chat to submit your question.
Please note: Customers will be given two options when they contact support by phone:
Press 1: Speak with an agent.
Hippo support lines ring all agents at once so that the first available agent can respond. If all agents are assisting other customers, the line will continue to ring all agents until an agent is available to answer.
Press 2: Leave a voicemail.
If the call volume is high and all agents are assisting other customers, callers should select option 2 and leave a voicemail.
- All voicemails are automatically submitted as a support ticket to the Help Desk. Once the voicemail ticket is received, an agent will follow up with the caller within 1 hour the same business day.
- If there are no agents available to return the call within the 1-hour window, the ticket will be marked as a high priority and the next available agent will return the call as soon as possible.
If a customer leaves a voicemail outside of the support coverage window (9 AM - 5 PM EST) please allow for the following response times:
- Before 9 AM EST - A follow-up call will be made on the same business day.
- After 5 PM EST - Follow up call will be made the next business day.