SUPPORT POLICY

3 Ways to Contact our support team

CLIENT PORTAL

Visit
https://app.roc.ph

Log in your username and password.

Click
Open Ticket

EMAIL US

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

CALL US

Telephone: (046) 538 75 90
Mobile: 0917 507 7590

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

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

MONDAYS – FRIDAYS   |  8AM – 11PM

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

RESPONSE LEVEL

Our Virtual Team will process all task tickets within one business day.
During moderate to heavy level requests we process it 1-2 working days upon receiving it. Rest assure we will served your request.
To meet your expectations, We provide guaranteed response and status level policy.

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

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

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

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

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

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

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

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.