15 Sep by Hyper Fusion

September 14th Update

IMPORTANT REMINDER NOTICE: OUR PRIMARY PHONE NUMBER HAS CHANGED TO 512-790-2250.  OUR SMS NOTIFICATIONS WILL ALSO COME FROM THAT NUMBER AND ALL OFFICIAL SMS / MMS MESSAGES WILL START WITH ( [Hyper Fusion]).

Fusion Portal

Installed Emili integration software and API’s required to tie phone system into our Fusion Portal system so they become one in the same.  In the upcoming weeks Chris will be completing the pieces to fully integrate Emili into our crm system (Fusion Portal).

Customer Support Policy Updates

Our live customer support hours have changed to Tuesday thru Friday from 10am to 4PM.   As soon as we open our public office where customers will be able to come in to pay their bill, sign up for new services, and purchase home internet based products. Then our customer support hours will expand to 6 days a week, and open earlier as well.  We will post an announcement of course when this occurs.

Field Work Plan For Sept 16th – 28th

While working this week, if you’re out of service in one of the areas listed in this section, or if you require an onsite repair, our field teams will be coming to visit you on the days listed along with the repair of the repeater you’re connected to.  If you’re not listed, please contact support for more information.

Monday (9/16) : Our Friends 1 / Lampasas
Tuesday (9/17) : Briggs
Wednesday (9/18) : Kempner Main / Chica Ranch
Thursday (9/19) : Burnet South Fiber Gateway
Friday (9/20) : 7 Creeks / Eagles Nest

Monday (9/23) : Council Creek / Spider Mountain Valley
Tuesday (9/24) : Eagles Nest
Wednesday ( 9/25) : Kingsland North
Thursday ( 9/26) :  Briggs Fiber DMARC Install
Friday ( 9 /27) : Kempner Fiber Gateway Beef-up & overhaul
Saturday (9/28) : Burnet Main Overhaul (This job will take 2 days, all weekend, and will be down most of the time, please plan accordingly.)

Front-end Website Updates

Updated the security and web statistics tracking software.  Changed out from Google to Alexa so they can get a better idea of our traffic.  Also updated our web server software to latest version with lots of much needed security patches and speed increases.

Emili Updates

Emili has now complete access within our phone, SMS, and messaging system.  During live support hours (Tuesday – Friday, 10am – 4pm) you will be given the option to contact a live support agent.  Outside of those hours, Emili, our virtual agent will be able to assist you.  Again, as time goes on and our team teaches her to interact with our delivery network more and more, she will be able to get folks back online by logging into their circuits and checking on real time circuit statistics.  Chris has laid a good chunk of the rest of the framework to make Emili much more usable and easier to understand.  As a reminder, you can get a current list of all of Emili’s “trigger phrases” to get her to help you with common customer support processes.

CLICK HERE FOR HELP WITH EMILI

NOW HIRING FIELD PEOPLE!

We are hiring for junior and senior installers, starting at $14 / hour plus $20 per Diem for qualified senior installers with their own truck and tools.  Once you’ve completed your 50th live install we’re offering a $1,000 bonus.  And once you’ve completed your 100th live install, a $2,500 bonus.  Free internet and HyperNET Mobile service is also available for qualifying staff once requirements are met.

I recently put in an email for a service request because I read it on last weeks post, but no one has called me back, what do I do?

We have not forgotten about y’all.  We took everyone that emailed in, triage each case based on several factors and started scheduling.  We will be calling several folks back tomorrow late in the evening as everyone will be out working on our Friends 1 and Kempner Gateway tomorrow.  As we work through this week, most of you will be repaired or installed.  Additionally, we have received several mesh router systems that were due for our special we were running, so if you qualified for an AmpliFi Mesh router system but haven’t received it yet, you will be called tomorrow to schedule installation.

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