Access: Service Providers
Overview: Are you wondering who you need to reach out to for help? Here's a quick guide to help you decide if you should reach out to your city/regulator, or to the SwiftComply team to get the quickest answer.
Topics: Click the topic to navigate directly to it.
What Can My City/Regulator Help Me With?
Your city/regulator owns all of the data within SwiftComply and they have the authority to add, delete, change, and update the data as they see fit. The general rule of thumb is if your question or concern is regarding the data in the system, you'll want to contact the regulator.
Here are some great examples of when you should reach out directly to the city/regulator:
Record Changes or Updates:
Adding/updating a location record
Updating an assembly record
Guidance on how to properly submit changes (new assembly, cleaning, etc). Each regulator may have a different preferred way of handling these.
Test report issues/questions
Rejected report(s)
Report(s) sent back to the tester
Failed test questions - (why is the system saying it failed?)
Cost of test reports
Tester/Admin Details:
Test kit calibration approvals
Backflow testing certification questions/concerns & approvals
Adding or removing a tester/admin user from an existing service provider
Updating user approval dates
Adding/updating an existing service provider company details
Adding/updating service provider contacts
Other:
Letters/Notice concerns
Questions/concerns about a location's compliance
What Can SwiftComply Help Me With?
SwiftComply is the "keeper of the data" and doesn't hold any authority over the information inside. Keeping this in mind, we're happy to help with general software questions and concerns such as:
Technical Issues:
Warning Messages
Error Popups
404 Pages
Permissions Messages
Login Trouble
Changing your account email address
Hot Tip: When reaching out to SwiftComply regarding the issues above, be sure to include all necessary information so our team can help solve the problem as quickly as possible. Here is the information that we require:
Your Name and Service Provider Company
The City/Regulator you're logged into, or attempting to log into
A Screenshot of what you're looking at - especially if you're receiving any kind of message on the screen.
Give us a Walkthrough of the steps you took to get where you are currently and what you were trying to achieve. For example, "I was trying to log into my account for Pristine Water. When I clicked "forgot my password" and entered my email address, I received a message saying that I don't have permission. I've attached a screenshot of the message". The more details you give us, the better we'll be able to understand what's happening and the quicker we can provide help.