Service Mechanics

esolia-service-mechanics in proposals

Metadata

Version
2025-12
Status
active
Description
Standard service mechanics section. Specific SLA terms in client-specific section.
Tags
proposalservicesupport

How We Deliver Support

Systems & Tools

System Purpose
Ticket System Issue tracking, SLA monitoring, reporting
Microsoft 365 Collaboration and documentation
Teams/Zoom Remote support and meetings
Remote Access Secure troubleshooting
Knowledge Base Documented procedures

Support Hours

Type Hours
Standard Weekdays 9:00-18:00 JST
Extended Available by arrangement
Emergency Best-effort outside business hours

Response Targets

Request Type Target Response
Urgent/Critical 1-2 hours
Standard Same business day
Scheduled Per agreed schedule

Communication

  • Monthly Reports — Activity summary and recommendations
  • Regular Meetings — Frequency as agreed
  • Clear Escalation — Defined procedures for urgent issues

Last updated: 12/28/2025, 2:20:58 AM