Technical Support

Ongoing support includes software updates, fixes, security alerts, critical patch updates and upgrade scripts. Every HLBV Pro purchase also comes with on-site technical training for your in-house staff. The HLBV Pro support team prides itself on 24/7 prioritized service, providing access to our technicians online and via telephone in order to maximize convenience. Prioritized service is a three-tiered model that categorizes the technical issue based on immediate level of need and structures response times accordingly.

  • Level 1: Critical Support

    • Support for issues that arise that are critical to the system.
    • Response and resolution within 4 hours of contact for critically classified issues.
  • Level 2: Moderate Support

    • Support for issues deemed a moderate threat to the system.
    • Resolution time within 8 hours of contact.
  • Level 3: Regular Support

    • Support for general, non-time sensitive issues within the system.
    • Resolution time within 24 hours of contact.

Software Support and Update License consists of:

  • Program updates, fixes, security alerts, critical patch updates and upgrade scripts
  • Major product and technology releases, if and when they are available, which may include general maintenance releases, selected functionality releases and documentation updates
  • Assistance with service requests 24 hours per day, 7 days a week. Access to our help desk support system including the ability to log service requests online, unless stated otherwise

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