After Hours Support
Our after-hours support is available 7 days a week, 365 days a year. There is always an “On-Call” technician available to handle production-related issues.
To obtain after-hours emergency support, follow these steps:
- Call Tech Support at (818) 847-7193.
- If you do not receive a call back in 15 minutes, then . . .
- Call our answering service at (818) 953-8596 (24 hr) or (818) 846-4444
(9:00 AM—4:30 PM) and state whether you are calling for Advertising, Editorial, Circulation, or Online support.
When paging our after-hours service, please include your direct phone number so that we can contact you immediately.
Escalating an Issue
To provide better technical support to our customers, APT follows a technical support escalation procedure. This ensures that appropriate resources within APT are brought into action in order to resolve a critical support issue. After obtaining adequate information on the nature of the issue, our engineers may request an escalation of your issue because of its urgency. Customers may request an escalation of their issue if they do not feel it is being given the priority it deserves. Keep in mind that it is possible that the engineer taking your details may not necessarily be a specialist in the related product area, so be sure to indicate if this is a critical issue that affects production.
These events jeopardize the production of the newspaper. Examples include:
- Site down, server(s) not running
- Inability to output to production printing devices
- Inability to paginate
- Inability to enter ads
- Inability to create editorial stories
- Wire receiving or sort is down
These events jeopardize the revenue or long term stability of the newspaper. Examples include:
- Inability to bill ads
- Inability to print invoices or statements
- Inability to purge
- Inability to output Internet ads
- Ads not paginating properly
- Inability to backup, transfer SQL, or directory synch is not working properly
APT and its flagship digital management technology solution, Falcon, feature tier-one 24/7 support.
Contact one of our Sales Managers to see how APT can help you!
Tel: (818) 557-3035 ext. 122
Cell: (317) 833-4721