PLAN TICKET PRIORITY LEVEL AVERAGE MAXIMUM
Basic Low up to 3 business days up to 5 business days
Pro Medium up to 3 business days up to 4 business days
Premium High up to 2 business days up to 3 business days
BUSINESS HOURS
MONDAY – FRIDAY / 8AM – 5PM
Virtual Teams such as Graphic Designers, Web Developers, Virtual Experts & Assistants and more are working on this shift.
*Expect official non-working days and holidays*
MONDAY – FRIDAY / 8AM – 11PM
Client Services Team (support@roc.ph) are working on this shift.
*Expect official non-working days and holidays*
PLAN TICKET PRIORITY LEVEL NORMAL AVERAGE MAXIMUM
Basic Low up to 3 business days up to 4 business days up to 5 business days
Pro Medium up to 3 business days up to 3 business days up to 4 business days
Premium High within to 2 business days up to 2 business days up to 3 business days
TASK TICKET STATUS
DEFINITION
NEXT ACTION
Open
This is the first status when your ticket is submitted successfully via portal, email or call.
Virtual Team will check on the ticket.
Customer-Reply
The customer response to our ticket task via email or portal.
Virtual Team will read your response.
Working-Scheduled
When the Virtual Assistant checked and validate that the information if sufficient and ready to work by one of our Virtual Experts.
Virtual Assistant and Client waiting to receive update from Virtual Experts
Working
The task is working by assigned Virtual Expert.
Cancelled
When the task requested to cancelled by client. Also, this status used when you didn’t response on the ticket.
Working-Awaiting-Platform-Reply
The task needs response from one of the supported Marketplace platform you requested. Or, Our Team Leaders are checking the outpu for quality control and assurance.
Support Team is waiting for the Platform Reply
or doing an internal QC and QA on the output.
Awaiting for Client Reply
The task needs response you as our client.
Virtual Team is waiting for client’s feedback.
Working-Awaiting-Client-
Feedback or 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 client’s feedback
or no action needed if completed.
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 necessary.
Revision process
All revision requests will be created a new ticket by the team.
Minor requests can be done within the day.
Frequent asked questions
When Virtual Assistant response time started?
When we platform receive your task and generate it as a ticket, That is the start of virtual assistant response time.
When Virtual Expert response time started?
It will start when support team transfer the ticket to In Progress status level.
When Virtual Assistant response time ended?
There are many factor when Virtual Assistant 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 Marketplace Platform reply.
When Virtual Expert 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.
What if Awaiting for Client or Platform Reply?
When you see the task ticket is on Awaiting for Client or Marketplace Platform Reply status, It means that we are waiting for you as a client or the Marketplace platform supported requested to response. The Virtual Team of Assistants and Experts will hold, pause the response time until we receive a response.
Do you make follow ups?
Our Virtual 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.