Working Class Heating and AIr HVAC Services- - Cooling Services- Heating Services- Indoor Air Quality

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Frequently Asked Questions

What is included in the SLA?

The SLA covers heating and cooling system installations, HVAC maintenance plans, emergency repair services, and indoor air quality solutions such as duct cleaning and air purifier installations.

What are the response times for emergency repairs?

We strive to respond to emergency repair requests within 24 hours to ensure your HVAC system is restored as quickly as possible.

Does the SLA cover damages caused by negligence or misuse?

No, the SLA does not cover damages caused by negligence, misuse, unauthorized repairs, or acts of nature. These are considered exclusions.

How can I report an issue or request service?

You can report issues or request service by calling us at +1-661-498-4444, emailing info@workingclasshvac.com, or using our online contact form.

Are there any customer responsibilities under the SLA?

Yes, customers are responsible for providing access to the HVAC system during scheduled service times, notifying us of any issues or delays, and maintaining equipment as per manufacturer guidelines.

Service Level Agreement (SLA) for Working Class HVAC

1. Introduction

This Service Level Agreement (SLA) outlines the services, response times, and commitments provided by Working Class HVAC to ensure high-quality HVAC solutions for our customers. This agreement defines expectations for service performance, issue resolution, and customer support.

2. Services Provided

Working Class HVAC provides the following services:

  • HVAC installation (heating, ventilation, air conditioning)
  • HVAC maintenance and tune-ups
  • HVAC repair services (emergency and scheduled)
  • Indoor air quality solutions (air purifiers, humidifiers, dehumidifiers)
  • Ductwork services (cleaning, sealing, repairs)

3. Service Availability

We strive to ensure our services are available as follows:

  • Standard Business Hours: Monday – Friday, 8:00 AM – 6:00 PM
  • Weekend Availability: Saturday, 9:00 AM – 2:00 PM
  • Emergency HVAC Repairs: 24/7 availability for urgent service calls

4. Response Time Commitments

We prioritize service requests based on severity:

  • Emergency HVAC Failures (e.g., system breakdown, gas leaks, no cooling/heating in extreme weather): Response within 2 hours
  • High-Priority Issues (e.g., reduced airflow, unusual noises, minor leaks): Response within 24 hours
  • Routine Service Requests (e.g., maintenance, minor repairs, new installations): Response within 48 hours

5. Customer Responsibilities

To ensure efficient service delivery, customers are responsible for:

  • Providing accurate details about HVAC issues when requesting service
  • Ensuring access to HVAC units for inspection, maintenance, and repair
  • Following recommended maintenance schedules for optimal performance

6. Performance Metrics

We commit to maintaining the following service quality metrics:

  • First-time Fix Rate: 85% of issues resolved on the first visit
  • On-Time Arrival Rate: 95% of service calls completed within scheduled time
  • Customer Satisfaction: 90%+ positive feedback on service quality

7. Warranty & Service Guarantee

  • Installation Warranty: New HVAC installations come with a 1-year labor warranty and manufacturer warranties on equipment.
  • Repair Guarantee: All repairs include a 30-day service warranty on labor.
  • Satisfaction Guarantee: If service does not meet expectations, we will make necessary corrections at no additional cost.

8. Escalation Process

If service expectations are not met, customers may escalate issues as follows:

  1. Contact Customer Support: Call +1-661-498-4444 or email support@workingclasshvac.com.
  2. Request a Supervisor: If unresolved, request to speak with a senior technician or manager.
  3. Formal Complaint: Submit a written complaint for review and resolution within 5 business days.

9. Termination of Agreement

This SLA remains in effect unless terminated by either party with a 30-day written notice. Termination may occur if:

  • The customer fails to meet payment obligations.
  • Service expectations consistently fall below agreed performance standards.
  • Mutual agreement to discontinue service.

10. Contact Information

For service requests, warranty claims, or escalations, contact Working Class HVAC: