01. Support Channels
We offer multiple channels so you can reach us in the way that is most convenient for you:
- Site contact form: Available in the “Contact” section of https://hsotechnology.com, operational 24/7. Messages are automatically logged into our ticketing system and assigned a unique tracking number.
- Support email: contact@hsotechnology.com. Ideal for general inquiries, technical support, and follow‑up on open cases.
- Telephone line: +1 (866) 954-5938, available Monday through Friday, 8:00 a.m. – 6:00 p.m. Eastern Time (7:00 a.m. – 5:00 p.m. Central Time).
- Live chat (when available): For immediate assistance during business hours, accessible from the Site.
02. First Response Time
Standard incidents: within a maximum of 24 business hours from ticket receipt.
- Critical incidents (interruption or severe degradation of contracted services): within a maximum of 4 hours from notification, with priority follow‑up.Incident resolution.
- Once your request is received, you will be assigned a ticket number and a responsible agent. We undertake to keep you proactively informed of the progress of the resolution through email updates or via your preferred channel. Our technical team will work diligently to diagnose and resolve any issue, adhering to applicable service level agreements. If an incident requires more time than initially estimated, we will provide you with a revised estimate and the reasons for it.
03. Feedback‑Driven Improvement
Every comment, suggestion, or criticism is an opportunity for improvement. To that end:
- We conduct periodic satisfaction surveys (NPS) to gauge your experience.
- We analyze support request trends to identify areas for improvement in our products, documentation, or processes.
- We hold monthly internal quality review meetings where notable cases are assessed.
- We implement feasible improvements in agile development cycles, prioritizing those that positively impact the user experience
04. Commitment to Transparency
We publish quarterly service performance reports (availability, response times, resolution) in the customer area, so you can verify our performance. We will also notify you in advance of any significant changes to the Services that may affect you.
05. Protecting your Interests
If at any time you feel we have not met this commitment, you may escalate your case through our email legal@huronsmithoil.com, where it will be reviewed by a compliance officer. We take every complaint seriously and will work to restore your trust.