ProComp Group emergency contact procedures
August 20 2008
For existing clients, the ProComp Group maintains an emergency phone answering service to provide a central contact number in case there is an urgent or emergency situation at hand and you are unable to reach someone at the office. Understand that this new contact number does NOT replace the main phone line or normal voice mailboxes and should be used only when you are dealing with something that requires immediate attention.
The recommended procedures for reaching us:
Non-urgent Situations
If your situation does not require immediate attention:
- Please call the main office phone line @ 503.287.3332 and leave a message in the voice mail of your primary technical contact. Following up with an email is also encouraged.
Urgent/Emergency Systems Down (ESD):
If you have an urgent or emergency situation:
- Still call the main office phone line at 503.287.3332. If there is no answer, leave a message in your primary technical contact’s voice mailbox.
- Call 888.436.2321 (first time). You will be connected to a receptionist who will take down your information and confirm if the call is to be categorized as urgent (an emergency) or not urgent. At this point, the receptionist will attempt to contact us via electronic means. If you have categorized this call as urgent, Emergency Systems Down (ESD) rates will apply for work performed to fix the problem. You will then be instructed to call back in 30 minutes if you have not received a call back from someone in our office.
- Call 888.436.2321 (second time). Again, you will be connected to a receptionist. Let them know that you have already called in once on this issue. This time, they will begin a manual phone-dialing campaign to try to reach one of us directly.
Other notes
Currently, The ProComp Group does not offer guaranteed response times or 24x7 support (but we are working on it!). That said, we will do what we can to make ourselves available as quickly as possible, especially in an emergency situation.
Calling the emergency support number more than two times probably will not expedite a response. After two calls, the receptionists have done everything they can do. If you have not received a call back, it simply means that we are unavailable.
- The receptionists are not employees of The ProComp Group. They will help out as much as they can, but understand that there are limitations to what they know and what they can do.
It is our hope that no client ever needs to use this service. However, we all know that things happen. It is our wish to be as available and proactive as is possible. This emergency phone services is another example of our commitment to keeping your systems and your business online. If you have any questions or comments about the service, please do not hesitate to give us a call.