| Applications & Software |
Support |
Request software instalation |
Install Office on my station. Skype for business Install. Install X-Lite locally. |
48 hours |
No |
| Applications & Software / Access |
Support |
Request access to software |
I need access to my email on my phone. Need access to clients application. |
48 hours |
No |
| Applications & Software / Accounts |
Support |
Request creation or activation of account |
New hires account week #. Need a office premium account for team lead. |
48 hours / Non Weekends |
Yes |
| Applications & Software / Updates/Upgrades |
Support |
Request of application or system updates or upgrades |
Update my application. Upgrade my windows. Reinstall my software. Format my computer. |
48 hours / Non Weekends |
No |
| Diagnostic |
Support |
Request of diagnostic for a working station |
Check requirements for agent. Check internet bandwith for agent x that is having trouble. |
48 hours / Non Weekends |
No |
| Feedback |
Support |
To provide any kind of feedback to Support |
Anything you would like to tell us to be better in providing support. |
48 hours |
No |
| General Inquiry |
Support |
Request software or hardware |
Need adapter to connect monitor. Need an extra device for agent. |
48 hours |
Yes |
| General Inquiry / Delivery |
Support |
Request delivery of equipment |
Deliver headset to agent. Deliver monitors to agent. Deliver full station to agent. |
48 hours / Non Weekends |
Yes |
| General Inquiry / Equipment |
Support |
Request equipment for working stations |
Need extra monitor. Need a mouse replacement. Need a US layout keyboard. Need full working station. |
10 days |
Yes |
| General Inquiry / Equipment Relocation |
Support |
Request to relocate equipment |
Relocate agents station from X to Y |
48 hours / Non Weekends |
Yes |
| Network Setup |
Support |
Request network setup |
Setup new VPN for new campaign. Setup new network segment for area x. Set static IP for station x. |
48 hours / Non Weekends |
No |
| Report a Problem |
Support |
Report a general problem not identified or specific |
My computer is not responding. Cannot open software. Not receiving emails. |
48 hours |
No |
| Report a Problem / Access Issue |
Support |
Report a problem accesing a software |
Cannot access my email. Cannot access my softphone. |
48 hours |
No |
| Report a Problem / Audio |
Support |
Report a problem with audio or softphone |
Cannot hear client. Client cannot hear me. Audio sounds robotic. Drop calls. |
48 hours |
No |
| Report a Problem / Equipment |
Support |
Report a problem with equipment |
Computer wont turn on. Monitor is not turning on. Windows is rebooting. |
48 hours / Non Weekends |
No |
| Report a Problem / Network |
Support |
Report a problem with network or internet connection |
No internet access. No VPN access. Cannot login to clients remote desktop. |
48 hours |
No |
| Report a Problem / Unity |
Support |
Report a problem with unity |
Cannot access unity. I do not see my logs in unity. Wrong log hour in my unity. |
48 hours / Non Weekends |
No |
| Facilities |
Maintenance |
Request any work on facilities |
Managament exclusive use |
5 days |
Yes |
| Requisition |
Administration |
Request something for the department |
Managament exclusive use |
5 days |
Yes |
| Requisition / Office Supplies |
Administration |
Request office supplies |
Managament exclusive use |
5 days |
Yes |
| Petty Cash |
Administration |
Request money for expenses |
Managament exclusive use |
5 days |
Yes |
| Software Development |
Software Development |
Request any work of software development |
Managament exclusive use |
48 hours / Non Weekends |
Yes |
| Software Development / Requirement |
Software Development |
Request an specific work of software development |
Managament exclusive use |
5 days |
Yes |
| Software Development / Issues / Bugs |
Software Development |
Report a bug or issue under any software develop by GGA team |
Managament exclusive use |
48 hours / Non Weekends |
Yes |