Outage Policy

HDER Link Service Outage Policy – Internal

HDER Link strives to maintain consistent, quality service for our customers. However, it is inevitable that there will be times where service will be cut off to part or all of the network due to power loss, severe weather, equipment failure, radio interference, or other causes.

In the event of such service loss, the most important rule to follow is to remain calm and collected, regardless of how big the outage is, trusting in our preparation for such events.

Beyond that, we will follow these guidelines to ensure timely reconnection of service:

A. Individual Customer

In the event a single customer’s service is for any reason comprised, we will dispatch a tech to correct the issue as soon as reasonably possible. If we are notified during a business day, this generally means we will get to the customer by the end of the business day. If the call is received after normal business hours or on a weekend, we will work to address the issue by the end of the next business day.

HDER Link is under no obligation to extend normal business hours to address an individual customer’s issue. Customers must make arrangements to allow techs access to equipment during normal business hours.

B. Single Access Point Down (Small Network Outage)

An access point outage will be treated with greater priority than an individual customer’s. If reasonable or convenient, a tech may be dispatched outside normal business hours to fix the issue. However, HDER Link will reserve the option to address the issue during the next business day.

C. Entire Network Outage/High-Priority Customers Down (Large Network Outage)

In the event that a high-priority segment of the network goes down, a reasonable attempt will be made to bring service back up as soon as a technician can be made available during or after normal business hours. Backups of all network components will be maintained to ensure necessary equipment is on hand to fix any issue.

In the event of severe weather or other conditions, HDER Link still reserves the right and obligation to wait until danger has passed to work on any equipment in areas of risk.

HDER Link Service Outage Policy – Public (Invoices, etc)

HDER Link strives to maintain consistent, quality service for all customers. However, it is inevitable that there will be times where service may be down or slow due to power loss, severe weather, equipment failure, radio interference, or other causes.

If you experience an issue with your service that is not fixed by unplugging your equipment then plugging it back in, please notify us by calling 419.396.3815. If you reach us after normal business hours, we aim to respond and address the issue by the end of the next business day.

Answering service message:

We are sorry you are experiencing an issue with your service. Please leave a message with your name, number, and nature of your issue after the tone. we aim to respond and address the issue by the end of the next business day.  If your issue is a life-threatening emergency, please hang up and call 911.