Support Policy

3 Ways to Contact our support team

Client Portal

Visit
https://app.roc.ph

Click
Open Ticket

EMAIL US

Send your task to support@roc.ph and it will automatically generate a ticket for you.

CALL US

+63 (046) 538 75 90

+63 (0919) 844 4311
+63 (0915) 144 6843

Submit Request Form

We provide alternative submit page at this link: https://roc.ph/submit. Our system will generate an automatic task ticket for you

Message Us

Send a text/ sms message from your mobile or to one of our Official Social Media accounts like Facebook Messenger, Viber, Apple Business Chat, Wechat and more.

POLIcy

Business Hours

Mondays- FRidays 8am - 5pm

*Operations Team like Graphic Designer, Web Developer, Virtual Expert & Assistants and more are working on this shift.
*except official non-working days and holidays

Mondays- Sundays 8am - 5pm

*Support Team ( support@roc.ph ) are working on this shift.
*except official non-working days and holidays

Response Level

Most of our support team process all task tickets within 1-2 business days. Sometimes, We receive moderate to heavy level requests upon receiving it. To meet your expectations, We provide guaranteed response and status level policy.

Support Time Response

Plan	Ticket Priority Level	Normal	Average	Maximum
Startup	Low	up to 3 business days	up to 5 business days.	up to 7 business days.
Micro	Medium	Up to 2 business days	up to 3 business days.	up to 5 business days.
Small	High	Within 1 business day	up to 2 business days.	up to 3 business days.

Operation Time Response

Plan	Ticket Priority Level	Average	Maximum
Startup	Low	up to 7 business days.	up to 14 business days.
Micro	Medium	up to 5 business days	up to 7 business days
Small	High	up to 3 business days	up to 5 business days

Status Level

Task Ticket Status	Definition	Next Action
Open	This is the first status when your ticket is submitted successfully via portal, email or call.	Support Team willcheck on the ticket.
Customer-Reply	The customer response to our ticket task via email or portal.	Support Team will read your response.
In Progress (In queue )	When the support team checked and validate that the information if sufficient and ready to work by one of our Operations Team.	Support Team and Client waiting to receive update from Operations Team
In Progress (Working)	The task is working by assigned staff in Operations Team.
In Progress (QC)	The task is done by the Operations Team and being check for Quality Control.
In Progress (QA)	The task is done by the Operations Team and being check for Quality Control.	Support Team will provide response/ update.
Cancelled	When the task requested to cancelby client. Also, this status used when you didn’t response on the ticket.
Awaiting for Platform Reply	The task needs response from one of the supported platform you requested.	Support Team is waiting for the Platform Reply
Awaiting for Client Reply	The task needs response you as our client.	Support Team is waiting for you as a client.
Answered	The task needs response you as our client. Also, This status used when we believe no need further action.	Support Team is waiting for you as a client or no action needed.
Closed	The task is resolved or completed. Also, this status used when you didn’t response on the ticket.	No action needed but can reopen if needed.

Frequent asked questions

When Support response time started?

When we platform receive your task and generate it as a ticket, That is the start of support response time.

When Support response time ended?

There are many factor when Support response time ended. Some are the following:

When the task ticket transfer from Open to In Progress.
When the task ticket automatic change by the system policy 15 days of no response from the client.
When the task ticket cancelled by the client.
When the task ticket is Awaiting for Client or Platform reply.

What if Awaiting for Client or Platform Reply?

When you see the task ticket is on Awaiting for Client or Platform Reply status, It means that we are waiting for you as a client or the platform supported requested to response. The Support and Operations Team will hold, pause the response time until we receive a response.

When Operation response time started?

It will start when support team transfer the ticket to In Progress status level.

When Operation response time ended?

There are many factor when Operations response time ended. Some are the following:

When the task ticket transfer from In progress to Open.
When the task ticket cancelled by the client.
When the task ticket is Awaiting for Client or Platform reply.

Do you make follow ups?

Our Support Team are trained to make follow up via SMS, Email or Call on a courtesy basis. The courtesy follow up works when there is no response from client or platform.