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Dataphone After-Hours Support

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Dataphone After-Hours Support Process Document #

1. Purpose #

This document outlines the standard procedure for handling support requests received outside of regular business hours.

2. After-Hours Schedule #

  • Monday to Thursday: 6:00 PM to 8:00 AM
  • Friday: 5:00 PM to 12:00 AM
  • Saturday and Sunday: 12:00 AM to 11:59 PM (24 hours)

3. Support Workflow #

Step 1: Customer Calls for Support #

During after-hours, incoming support calls are answered by our After-Hours Reception Team. The agent will:

  • Collect a brief description of the issue
  • Record the customer’s contact information
  • Confirm the account or company name

Step 2: Notification to On-Call Team #

The Reception Team immediately sends a notification to the on-call technician(s) with the collected details.

Step 3: Evaluation by On-Call Technician #

The on-call technician reviews the issue to determine:

  • If it qualifies as an emergency
  • The appropriate priority level

Step 4: Response #

  • If the issue is an emergency: The on-call technician will respond via phone or email and begin troubleshooting immediately.
  • If the issue is not an emergency: A ticket is created and the matter is queued for resolution on the next business day.

4. Examples of Emergencies #

  • All phones in a location are down or unreachable
  • Inbound or outbound calling is completely unavailable across the system
  • A critical call queue (e.g., support or sales) is not functioning

5. Examples of Non-Emergencies #

  • One or two phones are not registering, but the rest are working
  • Request to update voicemail greetings or business hours
  • Request to update call forward and follow me
  • Billing or general account inquiries

6. Contact and Escalation #

All after-hours requests are logged. If you believe your issue is critical and has not been addressed in a timely manner, please send an email to help@dataphone.cloud or call again to escalate the matter.

What are your Feelings

Moshe Rosenberg

CEO

Moshe leads the team
Dataphone’s fearless leader, Moshe oversees all operations with a hands-on approach. He is passionate about coming up with new solutions in the field of VoIP and implmeenting new technology that keeps Dataphone a step ahead. The precursor to Dataphone, Data Day, gave Moshe a strong background in ERP Implementation.

Moshe always stays focused on the big picture and actively searches for new and improved solutions. The most important thing to him is simplifying his customers' workflow. When Moshe isn’t at work, he’s enjoying time with his family, or learning about new updates in the world of technology.

Ahron Greenberg

CTO

Ahron sees the big picture
As CTO of Dataphone, Ahron oversees the software design and implements new technologies for the company. He guides us on broadening the company’s scope, making new services accessible to Dataphone customers. He is the expert at defining our process of architecting failovers, and our customers rely on his ingenious solutions. He guides the software team in VoIP and development with patience, leadership, and skill.

On top of his skills at coding, problem-solving, and debugging, he’s an exceptional communicator. With years of experience, including 3 at Dataphone, Ahron brings a wealth of knowledge and expertise to the team.

Ahron spends his spare time with his family, learns about new technologies, and actively contribute to open-source projects, fostering innovation beyond the workplace.

Maqsood Ahmed

Full Stack Developer

Maqsood crafts the code
As a Full-stack developer at Dataphone, Maqsood tackles both backend and frontend development.. Maqsood’s excellent performance at Dataphone is driven by his love of learning new things.

Having worked over four years as a full stack developer in other companies before joining the Dataphone team, Maqsood appreciates the collaboration and teamwork that his job involves.

Beyond coding, Maqsood unwinds by watching movies and spending quality time with family. Weekends might find him taking small trips and trekking adventures.

Erick Orellana

Customer Onboarding Specialist

Erick sets you up for success
Erick handles onboarding for new clients at Datphone, walking them through the entire process and ensuring seamless transitions. With his meticulous management, problem-solving prowess, and attention to detail, he’ll aim to get you up and running with little to no downtime. Erick has worked in customer and tech support with many companies, including Dell, Sony, and Google, netting him over 15 years of experience. Clients appreciate Erick's personalized attention and commitment to their satisfaction.

When not helping customers, Erick enjoys family time with his two teenagers, playing basketball, and beating his record in video games. People are often surprised to learn that under his calm nature lies a passionate Heavy Metal fan!

Omar O.

VoIP Support Specialist

Omar solves your headaches!
Omar is our tech support expert at Dataphone, helping customers with migration, deployment, and installation for the past three years. Formerly at Google Tech Support and other phone service companies, Omar brings eight years of technical experience in networks, servers, and phone service to his job.

Known for his fast but meticulous approach and customer-oriented style, clients value Omar for his familiarity with their setups and his commitment to earning their satisfaction with prompt, effective solutions. Omar always makes sure to test every setup he creates, ensuring they are error-free. He’s also a true team player who gladly lends a hand to his colleagues, and treats their clients like his own.

Outside work, Omar enjoys family time, hitting the gym, and watching classics.

Manny Portillo

Tech Support Specialist

Manny gets you sorted!
Manny provides tech support for customers and has a rapport with many of them. When clients call, they appreciate reaching a knowledgeable professional who understands their needs and resolves their issues promptly. With prior experience at Google Tech Support, Manny brings efficiency and a no-nonsense approach to problem-solving.

Most satisfying to Manny is collaborating with his colleagues and working as a team. He loves to give his clients the royal treatment, creating loyal repeat customers.

When not busy solving issues and helping customers, you’ll find Manny taking care of his daughter and sharing his love of tech with her. He also enjoys music and movies and hanging out at the park.