What we fix

The calls and inquiries that slip, and what changes

Each example focuses on a specific problem. Core includes the functions listed on the Pricing page. Open one to see what happens, what HVAC Uptime does about it, and what your team still does.

See pricing See a sample diagnostic

Missed-call follow-up

Handled in Uptime Core, as part of everything it includes.

What happens: The phone rings while everyone is on a job or on another call, and nobody gets back to the caller.
What HVAC Uptime does: A call nobody could take gets a follow-up inside a written response time, and the follow-up is recorded with the rest of the call.
What your team still does: Take the callback or the appointment when the caller replies. The Control Room shows who is still waiting.

What the diagnostic can observe here (examples, not a customer)

PARTIAL Requires attention

Business-hours call

The business-hours call reached voicemail

Example observation · not a customer

FAIL Observed failure

Business-hours call

The business-hours call was not answered

Example observation · not a customer

PARTIAL Requires attention

Missed-call follow-up

The missed call was followed up after the window

Example observation · not a customer

FAIL Observed failure

Missed-call follow-up

No follow-up to the missed call inside the window

Example observation · not a customer

See this one in a full sample diagnostic

After-hours handling

Handled in Uptime Core, as part of everything it includes.

What happens: A call comes in at 8 p.m. The website says you are available, but the call goes nowhere.
What HVAC Uptime does: Calls outside business hours follow a written path, so what is published and what happens are the same thing.
What your team still does: Decide during setup who is on call after hours and what counts as urgent.

What the diagnostic can observe here (examples, not a customer)

FAIL Observed failure

After-hours call

The after-hours call was not answered, against a published claim

Example observation · not a customer

FAIL Observed failure

Published claims

Two published claims contradict each other

Example observation · not a customer

Booking path

Handled in Uptime Core, as part of everything it includes.

What happens: A customer tries to book from their phone and cannot find the way to do it.
What HVAC Uptime does: A booking path that stays reachable on a desktop and on a phone.
What your team still does: Set your booking availability during setup, and keep working the appointments that come in.

What the diagnostic can observe here (examples, not a customer)

PARTIAL Requires attention

Booking path

Only a general contact form was reachable

Example observation · not a customer

FAIL Observed failure

Booking path

No booking or request path was reachable

Example observation · not a customer

FAIL Observed failure

Booking path

The booking path did not resolve

Example observation · not a customer

Emergency routing

Handled in Uptime Core, as part of everything it includes.

What happens: No heat on a January night, and the urgent call waits with the routine ones.
What HVAC Uptime does: An urgent call follows a defined path to the person who handles it, instead of the general queue.
What your team still does: Name the contact for emergencies. That person takes the urgent call.

What the diagnostic can observe here (examples, not a customer)

FAIL Observed failure

Urgent path

Emergency service was claimed, but no immediate urgent route was published

Example observation · not a customer

Repair and estimate routing

Handled in Uptime Core, as part of everything it includes.

What happens: A replacement estimate request sits behind a day of service calls.
What HVAC Uptime does: Repair and replacement go to the people who handle each, so an estimate request does not wait behind a service call.
What your team still does: The person who handles estimates follows up and quotes the job.

What the diagnostic can observe here (examples, not a customer)

FAIL Observed failure

Repair and replacement routing

A published repair or replacement link did not open

Example observation · not a customer

Everything under one setup

Handled in Uptime Core, as part of everything it includes.

What happens: Several of these happen to the same business in the same week.
What HVAC Uptime does: Call answering, missed-call follow-up, routing and booking under one written setup, with what happened recorded against it.
What your team still does: Take the calls that reach you and confirm each finished job.

What the diagnostic could not establish is shown as unknown, never as failed. How the diagnostic works

What to do now

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