Customer Responsibilities and Testing Policy

1. Purpose

Water Loss Desk helps restoration companies capture after-hours, missed, overflow, weekend, and holiday water-loss calls. The Service is not a substitute for your own operational supervision. This Policy explains what your business must do before launch and during ongoing use.

Your continued use of Water Loss Desk means you accept responsibility for testing, approving, monitoring, and maintaining your own intake process and for deciding whether it works to your satisfaction.

2. Required Pre-Launch Testing

Before routing real callers to Water Loss Desk, you must complete end-to-end testing and approve the setup in writing. Your launch testing must confirm:

• your phone forwarding routes to the correct Water Loss Desk number or workflow;
• calls are answered as expected;
• the caller experience is acceptable to your business;
• the intake script asks the questions you want asked;
• the script does not ask questions you do not want asked;
• the Service collects the details needed for your team to decide whether to call back or dispatch;
• SMS confirmation is delivered as expected, if enabled;
• email summaries are delivered to the right inboxes;
• owner, dispatcher, or on-call alerts are delivered to the right people;
• urgent-call rules are acceptable to your business;
• routine-call rules are acceptable to your business;
• photo-upload links, CRM handoffs, calendar links, or other integrations work as expected, if enabled;
• failover and backup procedures are known to your team; and
• your staff know how to handle alerts and follow up with callers.

3. Required Weekly Testing

After launch, you must run at least one complete test call every week. The test must simulate a real after-hours water-loss caller and verify the full path from caller experience to on-call alert.

Weekly testing must include, where applicable:

• call forwarding into the Service;
• caller intake questions;
• SMS confirmation;
• email summary;
• urgent escalation alert;
• non-urgent routing;
• photo-upload link;
• CRM, calendar, or inbox delivery;
• on-call person receipt and ability to call back; and
• backup path if the Service or an alert channel is unavailable.

4. Required Testing After Changes

You must test immediately after any change that could affect intake, routing, alerts, or caller experience, including changes to:

• phone numbers, forwarding rules, phone carriers, office phones, voicemail, auto-attendants, or number porting;
• business hours, holiday hours, weather-event rules, or after-hours coverage windows;
• on-call staff, escalation order, alert recipients, mobile numbers, inboxes, or employee devices;
• service area, job types, sewage rules, commercial-loss rules, storm rules, or dispatch criteria;
• intake scripts, SMS templates, email templates, call summary formats, or caller instructions;
• CRM, job-management, calendar, spreadsheet, email, Slack, Zapier, Make, or other integrations;
• website, ads, Google Business Profile, call tracking numbers, or Local Services Ads numbers;
• payment status, subscription tier, usage limits, or service configuration; or
• any software, platform, carrier, or service-provider setting under your control.

5. High-Volume and Weather-Event Testing

During freeze events, hurricanes, storm events, major rain events, holiday weekends, ad campaigns, or other high-value periods, you should test more frequently and monitor alerts closely. If one missed mitigation job would be material to your business, your monitoring and backup process should reflect that risk.

6. Test Records

You must keep written test records for at least 90 days. Each test record should include:

• date and time of test;
• test caller number;
• workflow tested;
• scenario tested, such as clean water, sewage, commercial loss, non-urgent call, or wrong number;
• expected result;
• actual result;
• SMS, email, alert, or summary screenshots where available;
• name of the staff member who tested;
• issues found; and
• corrective action taken.

Test records may be required for troubleshooting, refund investigations, billing disputes, service disputes, insurance questions, and operational review.

7. Your Backup Intake Process

You must maintain a backup process for receiving and responding to calls if Water Loss Desk, a carrier, SMS provider, email provider, internet provider, AI provider, hosting provider, phone-forwarding setup, integration, or customer-controlled system is delayed, unavailable, filtered, misconfigured, or does not perform as expected.

Your backup process should include at least one alternate answering path, one alternate alert path, and one internal person responsible for monitoring after-hours coverage.

8. Alert Monitoring

You are responsible for monitoring the inboxes, phones, SMS numbers, devices, calendars, CRMs, and notification tools that receive Water Loss Desk alerts. You must keep recipients current, remove inactive employees, update changed phone numbers, check spam and filtering rules, maintain mobile coverage, and ensure on-call staff are trained to respond.

Water Loss Desk does not guarantee that your staff will see, read, understand, or act on any alert, summary, email, SMS, transfer attempt, or notification.

9. Your Compliance Responsibilities

You are responsible for compliance with laws, regulations, insurance rules, carrier rules, platform rules, industry rules, advertising rules, privacy requirements, SMS requirements, email requirements, telemarketing requirements, call-recording requirements, employment requirements, and customer-communication requirements that apply to your business.

You must provide any required caller notices and obtain any required caller consents for call recording, transcription, automated processing, AI processing, SMS, email, and follow-up communications. You must honor opt-outs and avoid routing unlawful, unnecessary, or sensitive information into the Service.

10. Your Dispatch and Restoration Responsibilities

You are solely responsible for deciding whether to accept a job, call back a caller, dispatch a technician, instruct a caller, estimate a job, communicate with an insurer, perform mitigation, perform remediation, decline a job, or refer a caller elsewhere. Water Loss Desk does not verify caller statements, inspect properties, determine cause of loss, determine insurance coverage, make safety decisions, or provide restoration services.

11. Incident Reporting

If you believe the Service did not work as expected, you must email office@waterlossdesk.com promptly with the relevant details. Include call dates, times, phone numbers, screenshots, test records, expected behavior, actual behavior, and any changes made before the incident.

If the issue could affect real callers, you must immediately activate your backup intake process, monitor your phone lines manually, and pause or adjust call forwarding until testing confirms the issue is resolved to your satisfaction.

12. Failure to Test or Report

Failure to test, document tests, monitor alerts, maintain backup intake, update instructions, or report issues by email may result in denied refunds, denied credits, suspension of support, inability to investigate, and waiver of claims arising from the untested, undocumented, outdated, or unreported condition to the fullest extent permitted by law.

13. Practical Weekly Test Checklist

1. Place a test call after hours from an outside number.
2. Confirm the call reaches the expected Water Loss Desk workflow.
3. Answer the script as a real water-loss caller.
4. Confirm the SMS confirmation arrives.
5. Confirm the email summary arrives.
6. Confirm the urgent/on-call alert arrives.
7. Confirm the on-call person can call the test caller back.
8. Check that the summary is accurate enough for dispatch review.
9. Record the test in your test log.
10. Email Water Loss Desk immediately if anything does not work as expected.

14. Contact

Email all testing issues, incident reports, complaints, refund requests, and service concerns to office@waterlossdesk.com.