WELCOME TO THE HOOP5 FAMILY
We’re excited to partner with you.
Thank you for choosing Hoop5 as your technology partner. We take pride in the lasting relationships we build with our customers, and our entire team here at Hoop5 looks forward to working with you.
This page will walk you through everything you need to know to get started, introduce you to our team, and help make onboarding as smooth as possible.
The Hoop5 Team
Welcome from Mandy
Introducing CEO Video
Welcome from Mellisa
Introducing Account Manager Video
Your Support Team
Service Coordinator
Brittany Colon
bcolon@hoop5.net
Service Manager
Nieman Fernandez
nfernandez@hoop5.net
Service Coordinator
Jessica Sigler
jsigler@hoop5.net
CIO/COO
Shane Willis
swillis@hoop5.net
As you’ll come to notice (& love), our team is extremely professional, highly efficient and very capable, so hopefully you’ll never need to use this process.
However, you now know that if the rare occasion pop-ups where do miss your expectations, there’s an easy way for you to let us know so we can fix it ASAP!
If we ever do make a mistake, you can count on us to 100% own up to it.
A few important housekeeping items before we begin:
HOW CAN I GET SUPPORT?
The first question you might have when working with us is… How do I Get Support?, so here are our recommended ways:
HOW FAST WILL YOU RESPOND?
Our front-line team is continually monitoring our Support Request System and are standing by to help. The first person you speak to when you call us will likely be from our Tier 1 Team. Our Tier 1 team will triage and work through your issue as quick as possible and you’ll find that around 90% of your requests will be solved by them (you will get to know them by name).
IMPORTANT NOTE
If you send emails to our Direct Email Addresses or call us on our Cell Phones, this will very likely slow our response times down because we’ve built our processes to be quickest & most reliable when you use the methods above.
Occasionally though (the other 10% of the time), our Tier 1 Team will need to escalate an advanced or particularly challenging issue internally to our Tier 2 and/or Tier 3 Team. We’ll let you know if that happens.
There are times, however, when our Tier 1 gets backed up. In this case, we categorize all issues into Priorities and work them in order. This means that when you have a Critical issue – we can work on it SUPER quick (by taking a little longer to work on your lower priority tasks).
Here are the times we aim for in each Priority, along with some simple examples: