Introduction
Introduction
This training program explains how to handle the after-hours support service phone calls at Aptora. This policy outlines the procedures for answering, routing, and responding to after-hours calls on the Emergency Support Line for Hosted Clients, as well as any protocols for escalating urgent or emergency situations. This Training outlines who is responsible for handling after-hours calls and how they should be trained to handle these types of calls.
Additionally, the policy includes guidelines for recording and documenting after-hours calls and any follow-up actions that are required.
Definitions
On-Call Support Technician: Support Technician that is assigned to be on-call for the given time period.
Second Call Support Technician: Support technician that is called upon by the On-Call Support Technician for further assistance
Intended Audience
This manual is a must read for anyone who is responsible for answering the after-hours support phone. After-hours service phone calls are handled by designated employees, usually from the Aptora Support Department, who have been trained in how to handle these types of calls.