If you are requring our emergency on site IT service, please take the following steps for comfortable completion.
Ordering party (the client) needs to inform us with the following information. Please email to gp-itsupport@ecorpone.com with the following information.
Date and time to visit the Please ensure sufficient lead time to obtain confirmation from all relevant parties. Be sure that the devices needed for the service have already arrived the site. The ordering party shall bear full responsibility, including cases where the service cannot be performed due to the ordering party’s own circumstances or omissions. Requests for expedited service may incur additional fees unless a valid retainer agreement with clearly defined service levels is in effect.
Reserved number of service hours at the site The ordering party shall specify the number of hours for which on-site resources are to be reserved. Charges shall be based on the number of hours reserved. If the actual on-site time exceeds the reserved hours, continuation is not guaranteed and may result in additional charges at a higher rate. A minimum charge of two (2) hours applies in all cases. If no duration is specified at the time of booking, resources will be reserved for two (2) hours, plus a thirty (30) minute grace period.
Contact information at the site Including a phone number with country code, email address, AND/OR, Whatsup of the following:
Local contact (name and phone number of all the locations to visit)
Project management company (Ordering company)’s engineer * Always assistance required for entry/junior class engineers unless well written instruction documents provided. * Unless customer forces, eCorpOne may not send any engineers without local contact.
Engineer’s skill level Entry/Junior, senior, or specialist) and number of engineers needed. If not specified, senior level engineer will be designated in order to assure quality of the service.
Requirement of the Communication language English and/or Japanese
Physical address Please ensure that the destination address is accurate by verifying it on Google Maps. To avoid any risk of visiting an incorrect location, please provide the Google Maps URL for the exact destination point. In addition, specify the floor number and any access or entry instructions required to reach the room, if applicable.
Items to bring For example, a photo ID, a PC, screw drivers, a smart phone for tethering, RS-232C cables, routers, hard drives, and servers. eCorpOne can bring standard equipment only unless requested.
Paper work preparation If required to send any documents prior to the work (for example, scanned copy of photo ID, signature, NDA, Computer’s serial#, etc.)
Detailed work description. Nature of target hardware to work on. Any sequence? Any confirmation required before/after performing the task? Documents needed to complete the task.
If urgent (Class 4 – Visit immediately), please call eCorpOne. It will start preparing resources to provide services immediately if urgent.
eCorpOne checks availability of its engineers and resources and sends back email with the available engineer’s contact information, including photo ID if needed.
Ordering party informs eCorpOne to notify that the request is approved, and SLA time starts. Without confirmation of approval, eCorpOne send any engineers. Even if eCorpOne’s engineer is unable to enter the site due to the unavailability of prerequisites, there will still be a charge of full amount for the reserved hours.
Travel & accommodation eCorpOne reserves travel tickets and accommodation if required.
Site visit Engineer(s) goes to the customer’s site.
Arrival notification When engineer reaches customer’s site, he/she informs the ordering party(customer).
Start the work Unless the work is very simple and senior level or above leves available at the site, customer is required to provide assistance to the eCorpOne’s engineer.
Work and completion Customer and eCorpOne communicates with each other about the progress of the work. Client must give approval to let eCorpOne’s team to leave.
