Procedure Quiz

An after-hour call is considered an emergency if it is:

All connection issues
Hosted connection issues
All log-in issues
Hosted log-in issues
All of the above

Each Monday Morning, the on-call technician is required to complete which of theses actions:

Fill out and turn in the Emergency Support Line Pay Form
Fill out and turn in the vacation request Form
Pass the phone and the charger to the Support Manager
Pass the phone and the charger to the Next Support Technician on the rotation schedule

A follow up call and/or email must be made by the on-call support technician within _____ hours to all customers that contacted the emergency support phone to ensure completion and satisfaction.

For all after-hours calls, the technician is required to do which of the following:

Filled in and completed by the On-Call Support Technician
Record and document in a log the date, time, reference number, and summary of every relevant call
Enter all issues in the Aptora support ticketing system
Call the main support line (913) 322-4666

If the call is an emergency, the call must be escalated to the Hosted Administrator and the Support Manager

True
False

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