--_004_DS7PR12MB80848DEE08F42772D52001E0CB4D2DS7PR12MB8084namp_ Content-Type: multipart/alternative; boundary="_000_DS7PR12MB80848DEE08F42772D52001E0CB4D2DS7PR12MB8084namp_" --_000_DS7PR12MB80848DEE08F42772D52001E0CB4D2DS7PR12MB8084namp_ Content-Type: text/plain; charset="Windows-1252" Content-Transfer-Encoding: quoted-printable Hi Tim=97keeping you in the loop=85 Nat From: Karen Largent Date: Wednesday, October 23, 2024 at 2:03 PM To: Steven Zeitz Cc: Steven Ferguson , Nathanial Findlay Subject: Pontosense Device Issues and Support Request Hi Steve, As you know, we're currently installing Pontosense devices in client homes = as part of the Lifeguard solution. However, we're finding the support for t= hese devices to be insufficient. I'd like to once again emphasize the impor= tance of receiving real-time support from the team. The current level of su= pport, through you or a basic web form request to Pontosense, is not sustai= nable or acceptable as we move forward. During our last two installations, two Pontosense devices failed to connect= (detailed steps to reproduce provided below), and we had to leave the home= s without completing the installation because we had no one to help trouble= shoot the issue while onsite. Additionally, we've experienced two outages in the past 30 days: one appear= ed to be scheduled maintenance, and the other was an unexpected outage. For= the scheduled maintenance, we received no communication from the Pontosens= e team regarding the outage, and for the unexpected outage, there was no pr= oactive notification that the system had gone down or acknowledgement that = they were working on it. In fact, the error message pointed me to the same = Web form for support. Given this situation, my requests are as follows: 1. [Image removed by sender. Double exclamation] Immediate action: [Im= age removed by sender. Double exclamation] Arrange a meeting with Pontosen= se support to discuss the issue with connecting the devices. Ideally we'd l= ike to have a discussion about it today or tomorrow AM, as we have two inst= alls scheduled this week. 1. Ongoing support: Establish a direct line of communication or plan for= continued, real-time support from the Pontosense team without having to go= through intermediaries. 2. Notification process: Provide documentation outlining the notificatio= n process for system unavailability, including both scheduled maintenance a= nd unexpected outages. Thanks for your prompt attention to this. Karen ___________________________________________________________________________= _________________________________________________ Steps to reproduce the connection issue: 1. Plug Pontosense device into the wall. 2. Observe that the green light blinks slowly, indicating it is ready. 3. Open the app and follow instructions for adding the new sensor. Expected outcome: * The sensor connects and is ready for configuration. Actual outcome: * The sensor does not connect in the app. We've attempted to troub