After Hours Policy

After hours messages are checked at scheduled intervals, not continuously. This means that while we are reviewing emails and voicemails “frequently” , we may not see your message immediately. Only emergency or time-sensitive matters will be addressed before the next business day.

Response times depend on the nature of the issue:

• Emergency/time-sensitive matters: Responded to as promptly as possible by the on-call team.
• Non-urgent matters: Addressed during regular business hours (Monday–Friday, 8:00 AM–5:00 PM).

HIS Sign team members serve as after-hours support personnel. They are trained to:

• Assess urgency
• Troubleshoot time-sensitive concerns
• Coordinate with clients and Service Providers when needed
• Escalate issues appropriately

To ensure consistent, high-quality service and proper administrative support, many inquiries require access to internal systems or personnel who are available only during business hours.
This structure also ensures that emergencies can be prioritized appropriately.

Emergency technical issues include:

• Platform or system failures preventing a scheduled appointment
• Video or audio issues that make service delivery impossible
• Problems with virtual meeting access for sessions scheduled within 24 hours

Non-urgent technical issues (e.g., password resets, software questions, or problems not tied to an active or next-day assignment) will be addressed during business hours.

Non-urgent messages will be queued for follow-up for the next business day.
You do not need to call or email multiple times—the office will address all email and voicemail messages during business hours.

Yes. On the holidays observed by HIS Sign, after-hours messages are handled the same way:

• Emergency/time-sensitive matters receive a response
• Non-urgent matters are addressed the next business day

The list of holidays is included above on this page.

One clear voicemail or email is sufficient. Additional calls or messages do not increase response time and may slow down the evaluation of urgent matters.
If your issue is genuinely time-sensitive, the after-hours team will identify it during their review.

Your issue will receive an after-hours response if:

• It impacts services scheduled within the next 24 hours
• It disrupts an active or in-progress assignment
• It involves safety or immediate access
• It prevents a provider from successfully delivering service

If your message does not meet these criteria, it will be addressed on the next business day.

To help us determine urgency quickly, please include:

• Your name and contact information
• Whether the issue affects a scheduled service in the next 24 hours
• Client or Service Provider names involved
• The client service request #
• A clear description of the issue
• Any steps already taken

The more detail you provide, the faster we can assess and respond appropriately.

Yes. To ensure fairness, consistency, and proper resource allocation, the policy applies uniformly across all customers, and Service Providers.

No. All after-hours communications must go through official HIS Sign voicemail or email channels to ensure proper monitoring, documentation, and response prioritization.