Please read and acknowledge the following
ALLIED BODY WORKS, INC.
SERVICE HOURS SUMMARY FOR AUSSIE PET MOBILE
Standard Service Hours
Weekdays (Monday - Friday):
Service hours: 6:00 AM - 7:00 PM PST
Call-back guarantee: Within 2 working hours during standard service hours
Ticket Requirement for Service Response, Response time begins once a service ticket is submitted by the franchise. A ticket submission, not a text or email, is required to initiate a response.
No call-back is provided without an official ticket submission.
Upon submission, an automatic confirmation email will be sent, detailing the appointment time and date, along with an option to edit or reschedule the ticket if needed. A reminder email will be sent prior to the scheduled appointment time.
Call-Back Timing and Appointment Scheduling
Order of Response:
Call-backs and appointments are scheduled in the order tickets are received, with emergencies prioritized over non-emergency requests.
If a ticket is marked as an emergency but scheduled appointments prevent an immediate response, Allied will respond within the two-hour window to confirm receipt and provide an estimated callback time based on availability.
Emergency Classification and Van Availability:
Emergency requests should only be marked as such if the van is ready for immediate assessment within the two-hour window.
If the van is unavailable, please schedule a standard appointment.
Abuse of Emergency Classification:
If a franchise consistently marks tickets as emergencies when they do not meet emergency criteria, Allied Body Works, Inc. reserves the right to flag that franchise’s future tickets as non-emergency by default.
Within Service Hours:
If a ticket is submitted within 2 hours of the end of standard service hours, the call-back may occur at the start of the next business day.
Beyond the 2-Hour Call-Back Window:
If Allied Body Works is unable to respond within 2 working hours, and it is still within service hours, Aussie Pet Mobile corporate may be contacted for further assistance.
Weekend Service (Saturday & Sunday)
Emergency Support Only:
Call-back availability for emergencies only during weekend hours. Allied Body Works, Inc. determines what qualifies as an emergency, not the franchise.
Emergencies include:
-Critical system failures preventing van operation (e.g., power system or primary grooming equipment issues).
-Water management issues impacting service completion.
-Safety-related concerns requiring immediate assistance to ensure the safety of the groomer, pet, or equipment.
Non-Emergencies on Weekends:
If Allied determines that a submitted issue is not an emergency, there is no obligation to contact the franchise over the weekend.
For non-emergencies, the customer will be contacted within 2 working hours of the next business day.
Weekend On-Call Hours for Emergencies
Saturday & Sunday:
On-call availability between 8:00 AM - 6:00 PM PST.
Call-back time for qualified emergencies: Within 2 working hours of a ticket submission.
Non-Emergency Support:
Issues that do not immediately impact vehicle operation or safety will be addressed during standard weekday service hours.
Warranty and Non-Warranty Information
For warranty coverage: Please refer to Allied’s warranty statement for the specific van series and/or any individual warranty documents provided with your van for detailed coverage information.
Non-Warranty Repairs: For non-warranty repairs, any associated labor, parts, or travel costs will be invoiced separately, as outlined in the complete service agreement.
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