Our support desk operates on a tiered SLA structure. Critical incidents related to active watershed management systems or compliance deadlines receive an initial response within 2 hours during business hours (08:00–18:00 EST, Monday–Friday). Standard inquiries, including documentation requests or protocol clarifications, are acknowledged within 8 hours. All tickets are logged and tracked against the Canada Water Act reporting timelines.

Submit inquiries via email to info@ultragel.com with the subject line prefixed by the relevant protocol code (e.g., IWCP-2024-03). Alternatively, you may call 976.417.7240 during business hours to speak directly with an asset management engineer. For complex submissions, we recommend using the secure upload portal available on the client dashboard.

Yes. Compliance-related matters are routed to our regulatory affairs team. Escalation requests can be directed to the same contact channels with the tag [CWA-ESCALATE] in the subject line. The team reviews escalated cases within 1 business day and coordinates directly with your designated project lead to ensure alignment with federal documentation standards.

Each ticket should include the project or asset identifier, a brief description of the technical issue or inquiry, and any relevant reference numbers from previous correspondence. For protocol-related questions, attach the relevant section of the industrial water conservation guide or watershed management plan. This allows our engineers to provide a targeted response without additional clarification rounds.

The FAQ section is available on the main support portal page. It covers recurring topics such as data submission formats, software compatibility for hydrological modeling tools, and standard reporting templates under the Canada Water Act. If your question is not addressed there, please open a ticket using the channels above, and we will add the answer to the FAQ within 5 business days.