Live support available for urgent and critical emergencies only

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Welcome to 1840&Co Support Center

In order to streamline support requests and better serve you, we have created a systematic reporting process to get a better response and solutions to issues.

Ticket Priority Definition

Ticket Priority Definition SLO Department Escalation
0/1 - Catastrophic/Critical Issue 1 hour Support 50%-100% agents / 50%-100% services down
2 - Major Issue - Entire client team impacted, significant reduction in capability 4 hours Support Escalates to Catastrophic/Critical if not completed in 1 hour
3 - Minor Issue - 1-3 agents impacted, minor to no customer impact 1 Business Day Support Escalates to Major if not completed in 1 day/24 hours
4 - Move, Add or Change (Credentials, feature/function or General Inquiry) 3 Business Days (or lesser than) Support / WFM Escalates to Minor if not completed in 3 days/72 hours
5 - Move, Add or Change (Equipment, Hardware, feature/function or General Inquiry) 5 Business Days  (or greater than) Support Escalates to Minor if not completed in 5 days/120 hours
6 - Outage - Report & Track 12 hours Support Outage reporting and tracking ONLY

 

IT Schedule Philippines Time-Zone

  Talent Sun Mon Tue Wed Thu Fri Sat
1st Shift Regan Rest Day 6am - 3pm 6am - 3pm 6am - 3pm 6am - 3pm 6am - 3pm Rest Day
2nd Shift Ogie Rest Day 2pm - 11pm 2pm - 11pm 2pm - 11pm 2pm - 11pm 2pm - 11pm Rest Day
Graveyard    Michael 8pm- 10am 8pm- 10am 8pm- 10am 8pm- 10am 8pm- 10am 8pm- 10am 8pm- 10am
Graveyard  Mike Rest Day 10pm - 7am 10pm - 7am 10pm - 7am 10pm - 7am 10pm - 7am Rest Day
Graveyard  Francis Rest Day 10pm - 7am 10pm - 7am 10pm - 7am 10pm - 7am 10pm - 7am Rest Day