Amwell Incident Suite On-Call Paging: SMS and Voice Terms
Summary. Amwell Incident Suite sends on-call paging alerts by text message (SMS) and voice call to Amwell personnel who are on call. You receive these alerts only after you provide your mobile number and agree to receive them in your Incident Suite account settings. Reply STOP at any time to opt out, or HELP for help. Message and data rates may apply.
1. About the program
Amwell Incident Suite is an internal incident management and on-call paging application used by Amwell personnel. This page describes the SMS and voice alerts that Incident Suite sends to the people who are scheduled to be on call. It applies only to the Incident Suite on-call paging program. It does not apply to Amwell’s patient or member notification programs.
| Program name | Amwell Incident Suite on-call paging |
|---|---|
| Who receives messages | Amwell employees and authorized personnel who are assigned to an on-call schedule in Incident Suite and have opted in |
| Types of messages | Operational on-call alerts (pages) about incidents that need attention, acknowledgment and escalation notices, and replies to the keywords listed below. No marketing or promotional messages are sent. |
| Message frequency | Varies, depending on the number of incidents and on-call assignments |
| Cost | Message and data rates may apply |
2. How you opt in
Opt-in takes place inside the Incident Suite application, after you sign in with your Amwell single sign-on (SSO) account.
- Open Account Settings and enter your mobile phone number.
- Read the consent statement and select the checkbox yourself. The checkbox is not selected by default, and you will not receive alerts unless you select it.
- Save your changes. Your consent applies to the phone number you entered.
The consent statement reads: “I agree to receive on-call paging alerts (SMS and voice calls) from Amwell Incident Suite at this phone number. Msg frequency varies. Msg & data rates may apply. Reply HELP for help, STOP to opt out.” Consent is not a condition of purchase of any product or service.
3. How alerts are delivered
When a page is triggered for the person on call, Incident Suite sends an SMS first. If the page is not acknowledged within the configured time, Incident Suite places a voice call to the same number. On the call, you can acknowledge the page or escalate it. Where an escalation policy is enabled for your team, an unacknowledged page may then be sent to the next person on that policy.
4. How to opt out
You can stop receiving SMS alerts at any time by replying STOP (or CANCEL, END, QUIT, UNSUBSCRIBE or OPTOUT) to any message from the program. You will receive one message confirming that you have been unsubscribed, and you will receive no further messages from that number. You can also clear the consent checkbox or remove your phone number in Account Settings.
To resubscribe, reply START to the number, or select the consent checkbox again in Account Settings.
Please note: if you opt out while you are assigned to an on-call schedule, you will not receive pages by SMS. Tell your team manager so that coverage can be reassigned.
5. Help and support
Reply HELP to any message to receive help information. For questions about the program, contact the Amwell Cyber Command Center (C3) at C3@amwell.com.
6. Supported carriers and delivery
Messages can be delivered to most major U.S. mobile carriers. Carriers are not liable for delayed or undelivered messages. Delivery depends on your carrier’s network and coverage.
7. Privacy
Your mobile number is used only to deliver on-call paging alerts and to manage your participation in the program. We do not use it for marketing, and we do not sell it or share it with third parties for their marketing purposes. For more information about how Amwell handles personal information, see the Amwell Privacy Policy.