WHAT THE STANDARD IS: Even the most durable and well supported infrastructure can fail unexpectedly, and Splash has systems and personnel in place to respond to these failures quickly in order to minimize the system downtimes.  At this time, Splash’s commitment to repairing and replacing infrastructure equipment is limited to our drinking water and handwashing infrastructure that we install.  Most sanitation repairs are the partner site’s responsibility, except for issues resulting from poor construction or installation supervised by Splash.  Splash repairs of sanitation infrastructure are limited to within the first year after the sanitation work is completed.  All details on what exact pieces of infrastructure are the partner sites' responsibilities versus which are Splash's responsibilities can be found in each site's MOU.  Some of these responsibilities, like sanitation, depend on the amount of time that has passed since initial installation by Splash.

A sticker that lists Splash’s local office’s phone number should be put on the side of every installed water purification system.  This way, the partner site cannot lose or forget the phone number to call when our system or any other installed infrastructure requires unforeseen repair or replacement.  

Every local office has a team of technicians on call to respond to service requests from partner sites.  This team can be a part of the Splash office, a local NGO, or a private business depending on the local laws, regulations, and Splash's sustainability strategy for that city.  The local Infrastructure Lead is responsible for ensuring that all service requests are answered in a timely manner and that our partner sites are receiving the service and support that is defined by the signed MOU.

It is critical that Splash ensures that all service calls regarding drinking water safety or access are responded to within 24 hours.  All other service calls should be responded to within 72 hours.  A response can include phone support, a Splash technician visit, or a connection to a third party service technician.

All local Splash offices must keep a digital record of service requests that includes the date, location, complaint, resolution, and specific equipment repaired or replaced.  Through ongoing and future analysis of these records, Splash is able to evaluate the durability of individual components of our water purification systems as well as all installed accessories (e.g. water meters, pumps, voltage regulators).  Based on this evaluation, we are better able to make sustainable purchasing decisions.  Also, Splash is able to proactively budget according to failure rates of essential equipment.