The first step in our partnership is onboarding. View the primary steps of the onboarding process that we've outlined for your convenience.
Let's review what happens after you submit a service ticket!
Once you've submitted a service ticket to DOCOMO PACIFIC, your request will go into our service queue and be triaged by our Sales Engineers according to urgency and priority.
Notifications:
You will receive an auto-generated confirmation email with the details of your request including the (1) ticket number (2) assigned technician, and the (3) current status.
If SMS notifications are enabled on your account, you will receive auto-generated SMS updates on the mobile number that was provided to DOCOMO PACIFIC during the onboarding process.
You will continue to receive notifications when a Sales Engineer makes updates regarding your request.
Updates:
If you are looking for an update on your ticket, there are two ways to check the status. (1) You can send a reply to your confirmation email or any of the status update emails you receive at docomopacific.com. (2) When submitting an update request this way please be sure to include the ticket number in the subject line.
Soft-Troubleshooting:
You may encounter a series of questions tailored to your specific situation to aid in resolving the issue. Depending on the nature of your problem, you might also be prompted to perform certain self-troubleshooting measures, including:
- Have you restarted your PC?
- Have you successfully logged off the server and logged back on?
- Have you checked all your wires and cabling connections?
- Have you checked to see if there is an outage in your area, or are other establishments in your area reporting a similar issue?
Onsite Assistance:
If the engineer assigned to your case is unable to resolve the issue remotely, we will arrange for an on-site assessment to take place. For this to occur, the engineer will want to know what hours you are available to receive support and the timing constraint or urgency level of the request.
