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31 IMPLEMENTATION PLAN <br />EMERGENCY REPAIRS <br />Requested repairs and emergency repair services are mostly unplanned, hence the word "emergency" These <br />requests will be handled as they come into our Principal Agent, Aubrey Leyva. Once Aubrey receives the request, we <br />will gather the necessary information to provide pricing to the City for approval. With approval, Aubrey will work with <br />our dispatcher to schedule the repair with the City. <br />For emergency service calls, we have a dedicated 24/7 Service Dispatch phone number where you can reach an <br />agent at your convenience. During normal business hours, this number will take you directly to one of our dispatch <br />representatives, who can efficiently route the correct Envise technician to your facility. After normal business hours, the <br />same number will route you to our on -call technician for immediate 24/7 service. <br />Service Call & Dispatch Information <br />Envise Dispatch Phone Number: (714) 657-1695 T T' <br />Envise provides emergency service 24 hours a day, 7 days per week,! <br />and 365 days per year. To access Envise's emergency service please <br />refer to the following procedure: <br />-Normal Office Hours - 7:00 AM to 5:00 PM. Please dial (714) 657- <br />1695 and ask for Service. v <br />-For service outside of Envise's normal offices hours (5:00 PM to 7:00 <br />AM), please dial Envise's 24-hour emergency service number at (877) <br />573-1439. <br />You will be asked to provide your name, company name, phone <br />number and a short description of the emergency. A 24-hour service <br />representative will contact the assigned service technician and have <br />them call you directly to respond to your emergency. Envise will have working personnel onsite within 1 hour of call - <br />out or respond by telephone to a city official within %z hour if the problem is correctable through the use of a computer <br />or modem to alleviate the source of complaint. <br />Envise Dispatch Email Address: serviced ispatchc@enviseco.com <br />For non -emergency service, clients may also use our service dispatch email. This email is monitored during business <br />hours and is an efficient way to communicate and document any follow up or questions with our team. This email <br />includes multiple members of our team, ensuring that the City receives the most up to date and informed response <br />possible. This is a perfect way to get hold of our service dispatch team throughout the day but is not directly <br />monitored 24/7 so please be sure to use the above Dispatch phone number in case of an emergency. <br />Once our technician arrives at the facility, he will troubleshoot the problem reported using our "Root Cause Analysis" <br />methodology (detailed on the following page) and diagnose the best way to proceed. If the problem can be resolved <br />while onsite, we will do so and check out with your on -site contact before leaving the facility. <br />If additional parts or labor are needed to complete the repair, our technician will leave the unit in the safest possible <br />condition, report our findings to your facility contact, and check out. Our Proposal Specialist will prepare a quote with <br />a detailed scope of work, which will be routed to Aubrey Leyva. Aubrey will work with the appropriate contact with the <br />City to determine how best to proceed. <br />Envise Proposal for City of Santa Ana - Facility HVAC Service, Maintenance and Repairs 19 <br />