ProComp Group emergency contact procedures

August 20 2008

For best results, please follow the three-stage protocol below for making a service request:

Non-emergency, standard help-desk issues

For issues that are not especially high-priority, time-sensitive, or emergency:

  1. .(JavaScript must be enabled to view this email address). You can expect to hear from a technician within 24 hours or next business day (NBD).

High-Priority help-desk Issues

For issues that are high-priority or time-sensitive, requiring more immediate attention:

  1. .(JavaScript must be enabled to view this email address).
  2. Then, call the ProComp office at 503.287.3332. If you don’t immediately reach someone, leave a message in the general support voicemail box.

You will receive a response from the next available technician.

Emergency Systems Down (ESD) or urgent issues
(for current clients only)

When an issue is an emergency, existing clients can:

  1. .(JavaScript must be enabled to view this email address).
  2. Then, call the ProComp office at 503.287.3332. If you don’t immediately reach someone, leave a message in the general support voicemail box.
  3. Then, call the PCG emergency answering service at 888.436.2321. The first time you call, a receptionist will ask you to describe your issue and then page our technician on call [NOTE: The receptionist will ask you to describe the situation as “urgent” or “not urgent.” If you indicate “urgent,” Emergency System Down (ESD) support rates may apply].You will get a response from the first technician who receives the emergency page.
  4. If you haven’t heard from anyone within 30 minutes, please call the service again and inform the receptionist that it is your second attempt. This time, they will initiate a broader attempt to reach all ProComp Group employees.
  5. If, after another 30 minutes, you still have not received a call, it means no one could be reached immediately. In this case, we will respond as soon as someone becomes available.

Please note that the receptionists who take your call on the emergency answering system are not employees of the ProComp Group and have limited options for assisting you.

IMPORTANT: The ProComp Group does not offer guaranteed response times or 24x7 support unless an Emergency Support Response Contract is in place for your company. However, we understand how critical it is to keep your environment running and we will respond as quickly as possible to emergency requests.

If you have any questions or comments about the service, please do not hesitate to give us a call.