Project and on site request ordering flow

Guaranteed on site IT service with SLA is available only to the clients with Retainer contract.

  1. Ordering party (customer) sends email to gp-itsupport@ecorpone.com with the following information.

    • eCorpOne Japan coverage table

    • Planned date and time to visit (Be sure to have enough time to get confirmation from all the related parties. If less than 24 hours until delivery required, write this information in email and also call us).

    • Reserved number of hours on site - amount of hours to spend on site to be reserved. (Charged for reserved number of hours. No assurance if exceeding, which causes over time charges. Minimum of 2 hours fee charged. If not specified, we reserve only for 2 hours + 30 minutes of grace period.) If exceeding more than the reserved hours, additional charge with higher rate applies.

    • Contact information (including a phone number with country code, email address, AND/OR skype, whatsup, line) 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.

    • Communication language requirement (English and/or Japanese)

    • Address (Make sure that the address is correct using Google Maps. Please give us "shortened URL" of Google maps. Often spelling of the location name is wrong.) What floor? Any instructions to enter the room?

    • Items to bring (For example, photo ID, PC, screw driver, smart phone for tethering, RS-232C cable, routers, hard drives, servers). eCorpOne can bring standard equipment only.

    • 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.

    • Engineer's skill level (Entry/Junior, senior, or specialist) and number of engineers needed. If not specified, entry level engineer is sent.

  2. eCorpOne Japan coverage table

  3. If urgent (Class 4 - Visit immediately), please call eCorpOne eCorpOne will start preparing resources to provide services immediately if urgent.

  4. eCorpOne checks availability of its engineers and resources and sends back email with the available engineer's contact information, including photo ID if needed.

  5. Ordering party informs eCorpOne to notify that the request is approved, and SLA time starts. Without confirmationl 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.

  6. Travel & accommodation: eCorpOne reserves travel tickets and accommodation if required.

  7. Visit: Engineer(s) goes to the customer's site.

  8. Arrival notification: When engineer reaches customer's site, he/she informs the ordering party(customer).

  9. 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.

  10. 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.

  11. eCorpOne (gp-bo@ecorpone.com) sends invoice for the work.