Firebrand Technical

Types of caller:

1) FIREBRAND EMPLOYEE – with a technical issue

2) DELEGATE OR TRAINER – the caller is experiencing technical issues such as:

• Courseware problem – they don't have the details or they are incorrect
• Webex – their online course is due to start and they don't have the login details
• Complaints – they have an issue/complaint on a live course 

Please give them the following number – 0203 463 1752 – and ask them to redial and go through to the tech department.

Take details and follow instructions below. 

Try and patch them through to 01480 400437.

Patch number: 91117

If no answer, let the caller know that you will email their details through and someone will be in contact asap (SLA of 1 working hour but please set the expectations that weekends are ran only with skeleton staff so it may take longer) 

Please try and patch through to 01480 400437

Patch code: 91117

Please be prepared for no answer so if this is the case, then just send the email and say someone will be in touch by 9am the next morning.

Please just send an email and let them know someone will be in touch by 9am the next day.

If the issue needs resolving immediately please reiterate the email process and that someone will be in touch within the hour and if that’s not enough offer them the direct dial number – 01480 400 437 so they can also try in a few minutes themselves. (If its urgent or they are getting angry please consider calling Paul Templetons number, 07590 350711 to help diffuse/resolve the situation)

Between 5.30pm and 10pm and no one has answered, state that you can only put their enquiry through and we aim for someone to be in touch by 9pm the next morning.  If they can’t wait until the morning, then please consider transferring to Paul Templeton on 07590 350711 who’ll be able to assist but please make this a last resort.  

Now send the message through.