Undine Customer Service — Expert Overview and Operational Playbook

Executive summary

Undine Customer Service is a dedicated support organization established in 2015 to serve SaaS and connected-device customers. The operation supports three product lines with a centralized help function that handles voice, chat, email, and on-site escalations. The model is hybrid: a core in-house team for product expertise plus two outsourced 24/7 hubs for overflow and off-hours coverage.

This document provides tactical detail you can apply immediately: contact points, SLAs, KPIs, staffing and training requirements, tooling, pricing models, and an escalation matrix. All models below are calibrated to handle an average monthly volume of 18,000 inbound interactions and a peak hourly load of 450 chats/calls.

Channels, hours, and direct contact details

Undine operates three primary inbound channels with differentiated SLAs. Phone and live chat are the fastest-response channels (phone via IVR, chat via web widget), email is treated as asynchronous but guaranteed response within stated SLAs, and an online knowledge base handles self-service. For urgent hardware fault reports there is a dedicated hotline with a guaranteed initial response.

Public contact points and operational hours (2025): general support Monday–Friday 06:00–22:00 PT; premium 24/7 phone escalation; email and ticketing support monitored 07:00–21:00 PT with automated after-hours triage. Primary contacts:

• General support: +1 (844) 863-4631 (Mon–Fri 06:00–22:00 PT); email: [email protected]
• Premium/Enterprise hotline (24/7): +1 (888) 863-4632; account team: [email protected]
• On-site service scheduling: FieldOps, 1201 Harbor Square, Seattle, WA 98109; scheduling phone +1 (206) 555-0147
• Website and KB: https://www.undine-support.com — searchable knowledge base with 1,200+ articles and 450+ video walkthroughs

Service levels, SLAs and escalation matrix

Undine uses a three-tier support model. Tier 1 resolves 70%–78% of incoming issues (first-contact resolution), Tier 2 handles product-specific engineering issues, and Tier 3 is an R&D escalation for code fixes or firmware changes. SLA windows are explicit: phone/chat initial answer under 60 seconds for premium, under 180 seconds for standard; email initial response within 4 business hours (standard) and 1 hour (premium).

Escalation timelines are enforced by the ticketing system: Tier-1 to Tier-2 automatic escalation at 2 hours if not resolved, Tier-2 to Tier-3 at 24 hours with a documented mitigation plan. On-site dispatch decisions occur within 6 hours of an approved Tier-2 diagnosis, with on-site fees calculated per contract (see Pricing section).

Key performance indicators and targets

Measure-driven operations are essential. Undine sets quarterly targets that align operations with cost and experience goals. Below are the operational KPIs tracked daily, weekly, and monthly using dashboards fed from the CRM and telephony logs.

• Customer Satisfaction (CSAT): target 92% rolling 90 days; measured with post-interaction surveys (sample rate 15% of interactions)
• Net Promoter Score (NPS): target ≥68 across enterprise accounts, measured quarterly with follow-up interviews for detractors
• First Contact Resolution (FCR): target 75% for software incidents, 62% for hardware incidents
• Average Handle Time (AHT): 6:30 minutes for phone, 12 minutes for chat sessions; monitored to balance quality vs. throughput
• Service Level (answer within target): 80% of calls answered within SLA thresholds (standard 180s, premium 60s)
• Ticket backlog and aging: < 1% of tickets open beyond 14 days except for confirmed dev fixes

Staffing, training, tools, and cost structure

For the baseline volume of 18,000 interactions/month Undine maintains 45 full-time agents, 6 escalation engineers, 3 QA analysts, and a workforce planning team of 2. Average agent tenure is 3.6 years; annual training investment is 40 hours per agent (24 hours product/technical, 8 hours soft skills, 8 hours compliance/refresh), costing approximately $700 per agent per year for learning resources.

Technology stack: a cloud CRM (Salesforce Service Cloud), ticketing and chat via Zendesk (or equivalent), telephony via Twilio SIP trunks with ACD routing, knowledge base on Confluence with a staged article lifecycle. Annual tooling spend is approximately $180,000 for SaaS licenses and telephony (2025 forecast). The operational budget for the support line is $1.82M/year including salaries, tools, and field ops.

Cost per contact guidance: with current metrics the blended cost per contact is $3.90. For premium SLAs and 24/7 coverage this rises to $7.20 per contact. Use these figures to price subscription tiers or to calculate ROI for self-service investments (knowledge base improvements typically reduce contact volume by 8% per major release).

Pricing, contracts, and service options

Undine offers three published tiers (2025 pricing): Basic (included with product for first 90 days), Standard at $29/month per product license (includes email and business-hours chat), and Enterprise at $199/month per seat (includes 24/7 phone, prioritized SLAs, quarterly account reviews). On-site service is additional: flat rate $350/day plus travel; emergency dispatch within 12 hours carries a $650 emergency fee.

Contracts use service credits rather than refunds: failure to meet agreed SLAs triggers credits equal to 5%–20% of monthly fees depending on severity. Typical enterprise contracts are 12 or 36 months; renewal rate for existing enterprise customers at Undine is 87% year-over-year (2024 figure). For RFP responses, provide measured baseline metrics (volume, FCR, target SLAs) to model expected fees and staffing multipliers.

Operational recommendations for immediate implementation

Begin with a 90-day measurement phase: instrument CSAT sampling at 15%, track backlog daily, and implement the three-tier escalation timers described above. Prioritize a 6:1 ratio of agents to escalation engineers for predictable throughput at the given volume.

Finally, publish a clear KB and video library targeting the top 20 ticket causes (these account for ~48% of volume). Expect knowledge improvements to reduce overall contacts and improve CSAT within two release cycles (6–9 months).