Doc Pedro Operation Systems and Procedures

Consultant's Responsibilty and Standard Operating Procedure:

1. The consultant must accomplish the Master Service Agreement of DocPedro via http://www.ods.wsiph2.com/admin and remit the payment to Billing.
2. The consultant must create the Job Order Request at http://betajo.webfocus.ph to register client’s account in our DocPedro System
3. For Initial Service Request, the consultant must email to servicerequest@docpedro.com to arrange urgent Docpedro works that need fixing.
Email subject: Initial Service Request (Company Name)
4. For Initial On-site Work, the consultant must email to servicerequest@docpedro.com to arrange the schedule.
Email subject: Initial On-site Work (Company Name)

Sales Admin's Responsibilty and Standard Operating Procedure:

1. The sales admin plays an important role in recording essential data in our Doc Pedro System (Help Desk and Service Request Portal).
2. No Job Order, No Processing of Service Request.
3. No Contract/Conforme and No Payment, No processing of Job Order.
4. Once Job order has been validated, the sales admin will create the Client Profile at http://www.helpdesk.docpedro.com .
5. Once the Client Profile has been created at Docpedro helpdesk, the sales admin will go to http://www.servicerequest.docpedro.com/admin (Service Request Portal) to create the Authorized User credentials of the client.
6. The Job Order Request can only be CLOSED if all of the above processes have been completed.

Customer Care's Responsibilty and Standard Operating Procedure:

1. The assigned Associate must verify all received Doc Pedro service requests at http://www.servicerequest.docpedro.com/admin. Verification includes, subscription expiry, package availed and scope.

SERVICE REQUEST is tagged as VALIDATING.

2. Once the service request has been verified, the Associate will create a ticket at Doc Pedro helpdesk.

SERVICE REQUEST is tagged as ONGOING.

3. Once the Helpdesk OIC has approved the scope of work, the Associate will update the Service Request to APPROVED.

For website maintenance, indicate the approved schedule and timetable of completion in the automated response email.

4. The Service Request can only be once the Docpedro support ticket has been tagged as CLOSED.
5. The Associate will call the client to gather feedback on how Docpedro handled the service request. Update Vtiger of the Customer Feedback.

Doc Pedro Helpdesk Officer's Responsibilty and Standard Operating Procedure:

1. There are three(3) Docpedro Helpdesk officers assigned to evaluate the scope of work following below categories:

A. End-user computer management works

✔ Computer system management

✔ Computer Software installation

The Helpdesk officer in this category shall take care of assigning the ticket to Docpedro Technicians. He will be the one to analyse what sort of troubleshooting method to be used.

Troubleshooting methods:

Via Phone Support

Via Remote Desktop

On-site work

For On-site work, all schedules are arranged on the next available working day. “ No same day scheduling”. The Helpdesk officer will NOTIFY the confirmed on-site schedule to the client via email and phone.

Spiel to Notify Clients of the Onsite-work

Good morning/Good afternoon Mr./Ms.(Name of the contact person). This is Donny Agustin, DocPedro helpdesk Officer.

I would like to notify you of the on-site schedule on Monday, November 21 from 8AM to 5PM. Will that be okay with you Ma’am/Sir?

The assigned DocPedro Technician is Mr. JL Cruz. Please be guided that during the on-site work, the end-users will be interrupted. We will require your full cooperation to complete the task on time. Please inform all end-users accordingly.

Thank you Ma’am/Sir. Have a great day!

After notifying the client via Phone, an email notice must also be sent accordingly.

Email Format:

To: Authorized email address

CC: servicerequest@docpedro.com

Email subject: Doc Pedro On-site work schedule (Company Name)

Onsite-work Procedure:

1. The helpdesk officer must prepare the On-site Technical Checklist in two(2) copies. Fill out all the necessary information required.

For Initial On-site scope:

✔ Recording of end-user workstation profile .

✔ DocPedro workstation ID sticker labelling (indicate how many)

✔ Bookmarking of servicerequest.docpedro.com portal on End-user’s browser (firefox, internet explorer and chrome)

✔ Creation of end-user credentials to register at Service Request portal

✔ Distribution of Service Request tutorial flyers to end-users for their reference.

✔ Installation of Anydesk (for remote) and BelArc (for capturing system resource and installed apps)

✔ Installation of Preferred Anti-virus

✔ Automation of Anti-virus scan based on recommended schedule (indicate exact schedule).

✔ Conduct end-user interview to cross-examine the workstation performance and problems (Workstation Diagnosis)

2. After completing the Initial On-site work, the Technician must accomplish the On-site Summary Report within 24 hours from completion of on-site.

What is On-site summary report? It summarizes the recorded diagnosis of all sick computers that need to be fixed on the 2nd On-site work.

3. Once the On-site summary report has been checked, the Technician will encode the data to Doc Pedro helpdesk under each Client’s workstation profile.

4. For succeeding service requests that need On-site work, print a copy of the Service Request email confirmation then attached to the technical checklist.

Table of Onsite Working Hours per Technician:

Travel time is not calculated in the working hours

B. Server Security Management works

✔ Server security administration

✔ Email Service administration

✔ Web Service administration

The Helpdesk officer shall check if the service request is within the scope of work. Support requests under this category can go through Support Ticketing Helpdesk if the server is on Servobox Network.

Once troubleshooting is done, Close both Docpedro and Servobox Tickets.

C. Website Maintenance works

✔ Website Editing

✔ Website content population

✔ Website Vulnerability Scan

1. The Helpdesk officer in this category shall do the following:

Evaluate the scope of work

Estimate the timetable of completion

Production Schedule

2. For website editing, send the temporary link directly to the client for checking/approval.

To: Client

CC: servicerequest@docpedro.com

Email subject: Docpedro Website Editing for client approval (Company name or website address)

3. For content population, the helpdesk officer will directly coordinate the client for the completion of work.

This must be done via email.

To: Client

CC: servicerequest@docpedro.com

Email subject: Docpedro Website Content population (Company name or web address)

4. For Website Vulnerability Scan, the helpdesk officer shall coordinate with Technical/QA to schedule the scanning of the website. The report will be sent to the client following below template.

To: Client

CC: servicerequest@docpedro.com

Email subject: Docpedro Website Vulnerability Scan Report (Company name or web address)

WEBSITE EDITING EMAIL CONFIRMATION TEMPLATE

To: Client

CC: servicerequest@docpedro.com

Email subject: Docpedro Website Editing for client approval (Company name or web address)

------------------------------------------------------------------------------------------------------------------

Hi Ms./Ma’am/Sir_____,

Kindly check this link http://www.subdomain.domain.com to see the changes made on your web page.

Reply APPROVED to upload it in your live website.

Please don’t hesitate to reply in this email.

Thank you and have an awesome day!

WEBSITE CONTENT POPULATION EMAIL CONFIRMATION TEMPLATE

To: Client

CC: servicerequest@docpedro.com

Email subject: Docpedro Website Content Population (Company name or web address)

------------------------------------------------------------------------------------------------------------------

Hi Ms./Ma’am/Sir_____,

We have successfully completed the population of your website contents. Kindly check it out and get back to us if you found any errors or incomplete contents.

Reply APPROVED to upload it in your live website.

Please don’t hesitate to reply in this email.

Thank you and have an awesome day!

WEBSITE VULNERABILITY SCAN REPORT EMAIL TEMPLATE

To: Client

CC: servicerequest@docpedro.com

Email subject: Docpedro Website Vulnerability Scan Report(Company name or web address)

------------------------------------------------------------------------------------------------------------------

Hi Ms./Ma’am/Sir_____,

Attached in this email is the result of Website Vulnerability Scan for http://www.domain.com

Should you need assistance in interpreting the report, please don’t hesitate to reply in this email. Or you may contact your web developer to coordinate with us.

Thank you and have an awesome day!

Doc Pedro Process flow for NEWLY SIGNED UP ACCOUNT