How to Submit and Track IT Support Requests CDMX
How to Submit and Track IT Support Requests CDMX
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Please find a coprehensive step-by-step guide below, siply click on the step you want to see about to access the information. Process File at the bottom of the page.
π AKROBPO β Full Support Process Guide
This page outlines the complete process for requesting and receiving technical support from the AKROBPO IT Help Desk. It includes reporting methods, responsibilities, response times, escalation procedures, and support hours to ensure efficient incident resolution.
π₯ How to Report an Incident
π₯ How to Report an Incident
To report an issue or request support, use either of the following approved methods:
π₯οΈ Web Form:Β CLICK HERE TO ACCESS THE FORM
π§ Email: IT.akro@akrobpo.com
Please include the following in your request:
βοΈ Issue Description: What happened, when, and where?
βοΈ Screenshots or logs: Help us understand the error.
βοΈ Priority Level: Critical, High, Medium, or Low.
βοΈ Contact Person: For follow-up and clarification.
π― Priority Levels & Response Times
π― Priority Levels & Response Times
Incidents are categorized based on severity to ensure appropriate response times:
β³ Critical
π₯ Impact: System outage, data integrity risk, failed backups or restores.
π Response Time: Immediate β within 1 hour of ticket creation.
β³ High
π§ Impact: Major component/module is unavailable. No temporary fix.
π Response Time: Within 2 business hours, max 4 hours from ticket creation.
β³ Medium
β οΈ Impact: Non-critical errors affecting some users. Workaround available.
π Response Time: Within 8 business hours.
β³ Low
β Impact: General questions, documentation clarifications, or minor issues.
π Response Time: Within 12 business hours.
π Escalation Matrix
π Escalation Matrix
If expected resolution times are not met, follow this escalation path:
π§βπ» Responsibilities
π§βπ» Responsibilities
π Mesa de Ayuda (Help Desk)
Register ticket and assign ID.
Analyze incident and contact client for clarification.
Provide updates on progress.
Apply corrective actions and/or guide the client.
Deliver final resolution and ticket closure confirmation.
π€ Client
Provide clear and complete information on the issue.
Share access to affected systems or environments.
Maintain a QA environment to replicate the issue.
Assign a single point of contact for communication.
Maintain infrastructure (e.g., backups, OS, network).
β° Support Availability
β° Support Availability
π 24/7 for Critical issues (including holidays).
π MonβFri, 8 AMβ8 PM for all other requests (excluding holidays).
For further assistance or questions regarding this process, contact the Help Desk at IT.akro@akrobpo.com.
Your collaboration helps us serve you better and resolve your issues faster. π
π Document OverviewΒ
π Document OverviewΒ
P-SIS-001 V1: Support Process
P-SIS-001 V1: Support Process
This document outlines the official Support Process (Proceso de Soporte) for AKROBPO. It details the responsibilities of both the Help Desk team (Mesa de Ayuda) and the client, defines the scope of support, incident escalation procedures, and outlines response time commitments based on issue priority. It also includes the escalation matrix, service hours, and contact details for all relevant support levels. This version (V1) reflects the latest updates as of January 2025.
P-SIS-001 V1 Proceso de Soporte-1.pdfPage updated
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