Service Mechanics

esolia-service-mechanics in proposals

Metadata

Version: 2025-12
Status: active
Description: proposal-section

How We Deliver Support

Systems & Tools

System	Purpose
Email Request System	Request and issue tracking and monitoring
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: 2/20/2026, 5:07:07 AM