Processes & Procedures

Copy to Hold (CTH) ProcessesYou can walk a customer through a CTH or you

can use WebEx and run the CTH for the customer.

Copy the numbers into your call history as well as the responses to the 4 questions at the top of the form.

Fill out the answers to the 4 questions as well as the numbers into the CTH form and fill out a document library upload request.

Copy to Hold FormThe top 4 questions on a copy to hold form MUST be asked before proceeding with the copy to hold.

Copy to Hold FormOur Legal Counsel strongly recommended

that we add the questions at the top of the form and ask the customer EVERY TIME before we begin copying someone’s database.

If they answer “no” to any of the questions, do not proceed any further until they assure us that they have made a backup.

When to turn away a CTH and force a good backup…Customer has a failed cleanup and doesn’t

have a good backup.Customer needs to do a validation and

doesn’t have a good backup.Customer wants us to make a CTH so that

can be their backup.If the customer doesn’t understand when you

can’t assist.“I apologize, but the best advice I can give you right now is to direct you to your hardware tech who will help you ensure that the practice’s data is safe.”

Escalated IssuesIf someone is upset with us for not helping

them, then escalate the call to your T3.

The T3 will discuss the issue with the customer and the PSM. They will take over the call from that point.