Embedded Files
For further IT support, all concerns/issues will be reported directly to Service Desk/Incident Response Team. This is to ensure that all requests and incidents will be handled in a timely and respective manner, as well as for proper compliance and documentation.
For further IT support, all concerns/issues will be reported directly to Service Desk/Incident Response Team. This is to ensure that all requests and incidents will be handled in a timely and respective manner, as well as for proper compliance and documentation.
Service Desk/Incident Response Team - (63) 8-885-1639
Service Desk/Incident Response Team - (63) 8-885-1639
Additional contact number and details for IT SD/IR Team:
Additional contact number and details for IT SD/IR Team:
VIBER
+639088918307 - Service Desk/Incident Response Team
GMAIL
RDS Email : RemoteDesktopSupport@inspiro.com
Please have the following information upon contact:
Please have the following information upon contact:
- Name
- Campaign
- Contact Number
- Issue
- Connection Type
*Connection Types:
*Connection Types:
LTE / Wireless with SIM Card (Smart/Globe)
LAN Connection (PLDT Fibr, PLDT DSL, Sky Cable, Converge, etc.)
Should contacting our Service Desk / Incident Response Team is not possible, kindly follow the guidelines below:
Should contacting our Service Desk / Incident Response Team is not possible, kindly follow the guidelines below:
1) Agent is expected to report the issue to their respective team leader or campaign POC
2) The team leader or campaign POC will be responsible for collecting the necessary data and file a Hornbill ticket at http://selfservice.spicrm.com/sw/selfservice/portal.php
3) User must be connected via VPN before accessing the Hornbill ticketing tool.
4) Raise the concern with the ticket number via Webex Teams (Campaign Space) or Viber group chat
5) Incident Response Analyst on duty will assess the concern and will perform a remote session for troubleshooting (if necessary) and/or will escalate to the respective IT backend team.
6) Only issue/concern with respective Hornbill ticket will be supported
7) If in case there is no team leader or campaign POC (subject for verification) is available, IR/SD Analyst will be the one to create the ticket in behalf of the agent
8) All issues/concern will be supported except for the following:
Hardware-related issues
Headset/Amplifier Deployment
Home internet-related issues
9) For Major Outages, Major Incident Escalation Process will still be strictly enforced and implemented.
INCIDENT ESCALATION RESPONSE TIME MATRIX
INCIDENT ESCALATION RESPONSE TIME MATRIX
Please note that due to the queuing of concerns/issues being received and attended, there may be some delay to the Response and Fix time and may take longer than the Standard Response Time (45 minutes). Kindly wait for our IR/SD Team to contact you. Thank you for your understanding.
Please note that due to the queuing of concerns/issues being received and attended, there may be some delay to the Response and Fix time and may take longer than the Standard Response Time (45 minutes). Kindly wait for our IR/SD Team to contact you. Thank you for your understanding.
Page updated
Google Sites
Report abuse