#1: The RIGHT to prompt, courteous service and support
All of our clients deserve a positive experience each and every time they interact with any Heartland School Solutions employee. Our team is committed to delivering timely, respectful communications and service, even during the peak season when schools start up for the year.
All team members working onsite at your school district serve as an ambassador for our company. They will arrive on time, be professionally attired, and will ensure that all work is completed within the contracted timeframe. Any work that requires additional time onsite will be clearly communicated and documented by that representative.
#2: The RIGHT to quality software, service, and online services
We are fully committed to delivering quality products free from defects that support your school district's operations. We strive to fix software defects that have significant business impact on operations within 30 days. If the problem cannot be fixed within that timeframe, you will receive a clear and definitive date for when the problem will be resolved.
We strive to maintain an uptime of 99.9% for our online prepayment websites. All service interruptions, due to maintenance or other reasons, will be fully communicated at least five days prior to planned outage, and within one day of unplanned outage.
We strive to repair warranted hardware within five business days. If we cannot meet this commitment, you will receive communication from us as to when your repaired equipment and/or replacement will be shipped.
#3: The RIGHT to clear, transparent customer information
All professional services work, when necessary, will be thoroughly reviewed with you before any work commences. The scope of the work, and any related service fees, will be clearly defined and documented with a Statement of Work that includes acceptance criteria to clearly define the expected outcomes of the project.
Every client should understand our products, services, and pricing, without any confusion. We will provide you with thorough communications so that this information is clearly detailed and easy to understand.
You may request to review your call history at any time. We will thoroughly answer any questions you may have so that you fully understand any communication or invoice you receive from Heartland School Solutions.
#4: The RIGHT to an open, thorough evaluation of your issues and concerns
We understand the frustration that accompanies unexpected issues, especially those that interrupt your ability to do your job. Our team members will approach every issue with an open mindset, and you can expect an objective, service-oriented evaluation of the situation. In every instance, you will have a clear understanding of what’s wrong, and our commitment to getting it fixed. This will be thoroughly documented by the support representative with whom you are working, or their manager.
We commit to being adaptable. Heartland School Solutions doesn't tell you how you are going to conduct business with us. We will listen to your needs and wants, and then adapt our processes to serve you best.
#5: The RIGHT to trained, knowledgeable staff who take the extra step
For our team, “I don’t know” is not in our vocabulary – and they will never be the last words you hear on a subject. As a client, you can expect that our staff will have successfully demonstrated competency in core product knowledge so that they can address any inquiries. If an inquiry surpasses their body of knowledge, your call will be escalated to a Subject Matter Expert for resolution.
Sometimes, issues are too complex to be resolved with a single phone call or email. In those cases, you will always understand what the next step is and when you can expect it to occur. You will have clear direction on each service and product inquiry from the person with whom you are working. We will not end a call without knowing that you are comfortable with the direction in which we are headed and have a general timeframe for a response.
Every client has the right to escalate an issue if their initial inquiry is not resolved satisfactorily or within the promised timeframe. To help you know where to turn, you will be provided with a documented escalation path. We want you to feel confident that you will always be able to reach someone in our organization who can resolve your issue.
#6: The RIGHT to guaranteed satisfaction
If you are unsatisfied with any aspect of your relationship with Heartland School Solutions, we want to know. Call and speak to your account representative or a member of our Management team. We will make it right.
#7: The RIGHT to a service partner who anticipates your needs, today and tomorrow
The pace of change in the school nutrition industry has accelerated tremendously in the last several years. You need to be confident that you’ve got a partner that not only understands today’s landscape, but what tomorrow’s challenges might be. With more than 30 years in the school nutrition industry, our people know this business. In addition to live support and online resources, we regularly publish knowledge articles on upcoming compliance changes to help your program plan in advance. You can count on us to think several steps ahead of where you are now, and anticipate how your needs will evolve.