NOTICE: LoanPro Emergency/After Hours Support Policy Updates

Update timeline

1. resolved Jul 16, 2022, 10:53 PM UTC

   Great news! In an effort to continue providing the highest quality of support here at LoanPro we are excited to share with you updates to the LoanPro Emergency/After Hours Support Policy! As outlined LoanPro’s 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. Effective immediately to contact our After Hours Support team you must submit a request through our Emergency Support Request Form. https://forms.monday.com/forms/a857ea61992608b00a22f4e40c1cfda4?r=use1 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 LoanPro 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. If the authorized requestor from your company does not have the Emergency Support Request Form saved and readily available there are two other options to request this form. https://forms.monday.com/forms/a857ea61992608b00a22f4e40c1cfda4?r=use1 1 - After Hours Support Email - Please have the requester send an email to [email protected], an automated response will be sent immediately to the authorized requestors email with a link to fill out the following - Emergency Support Request Form - https://forms.monday.com/forms/a857ea61992608b00a22f4e40c1cfda4?r=use1 2 - **NEW After Hours Slack Private Channel (Enterprise SLA Only) - If your company has a dedicated Slack workspace that is owned by LoanPro, we have created a new private channel in your slack workspace titled ‘afterhours_emergency’ - This is a private channel that we have only subscribed our main point of contact with your company to. It is their responsibility to add the correct team members from your side to this channel that will have authorization to submit After Hours Tickets. In this channel there is a ‘pinned’ message with a direct link to the Emergency Support Request Form that they will be required to fill out. In addition, at the conclusion of normal business hours each day an automated message will be posted in the afterhours_emergency channel letting your team know that LoanPro Support is now closed with instructions on how to request emergency support. Once the Emergency Support Request form is submitted, a LoanPro On-Call representative will then receive a phone call and jump in to help within 10 minutes. All correspondence will then take place between LoanPro and your company in the afterhours_emergency channel. We will not respond to any other messages after hours if they are made on other channels. **PLEASE DO NOT SEND THE INITIAL MESSAGE WITH THE EMERGENCY DETAILS TO THIS CHANNEL TO REQUEST AFTER-HOURS SUPPORT. OUR ON-CALL REPRESENTATIVE WILL ONLY BE NOTIFIED ONCE YOU FILL OUT THE Emergency Support Request Form. https://forms.monday.com/forms/a857ea61992608b00a22f4e40c1cfda4?r=use1 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