Call Center assistance: still do not see it and you are certain the work order was created, contact the Facilities Help Desk. United States 1-888-999-2002 Canada 1-855-384-HSBC (4722) Q5. What should I do if my request changes after I have submitted it? A. Search for your request in, view the Detail OVSC Frequently Asked Questions and then click Add Notes. You can also cancel the request if needed. Q1. How do I get the site that I need added to my profile? Q6. What should I do if I need to request a service for a site A. To add a location, Go to My Account, Click Add Location other than where I reside? and follow the prompts. A. Click the a Location” button located under your “Add “My Service Request” box and select the appropriate values and save changes. Then you can select the site from your Q2. What hierarchy do I select for my issue? drop down list when you enter a new request. “Location” The 3 tier hierarchy is designed to start out very broad and then narrow to be specific. Most of your requests will start with Building Interior or Janitorial/Cleaning. Q7. What should I do if I need to have the provider contact me at a different phone number than what is listed in the Q3. What do the different statuses mean on the home directory? screen? A. Include the contact information clearly in the description. A. Solving = Waiting for the call center team to dispatch the request to the service provider. = Dispatched to SvcPro Work order has been sent to the service provider. In Q8: What shall I do if I have trouble logging on to Facilities Progress = Work Order has been responded to by the Service Center? service provider. Cancelled = Work order has been A: Place a call to the Facilities Help Desk. cancelled. Closed = Work Order has been completed by service provider. Q9: What will happen if I select the wrong hierarchy? A: The call center team will review your selection to ensure Q4. I don’t see a work order that I created, where did it go? accuracy prior to dispatch. A. The work order could be close or cancelled. Try search for work orders that are closed on the search page. If you
Call Center assistance: United States 1-888-999-2002 Canada 1-855-384-HSBC (4722) OVSC Frequently Asked Questions Q1. How do I get the site that I need added to my profile? A. To add a location, Go to My Account, Click Add Location and follow the prompts. Q2. What hierarchy do I select for my issue? The 3 tier hierarchy is designed to start out very broad and then narrow to be specific. Most of your requests will start with Building Interior or Janitorial/Cleaning. Q3. What do the different statuses mean on the home screen? A. Solving = Waiting for the call center team to dispatch the request to the service provider. Dispatched to SvcPro = Work order has been sent to the service provider. In Progress = Work Order has been responded to by the service provider. Cancelled = Work order has been cancelled. Closed = Work Order has been completed by service provider. Q4. I don’t see a work order that I created, where did it go? A. The work order could be close or cancelled. Try search for work orders that are closed on the search page. If you still do not see it and you are certain the work order was created, contact the Facilities Help Desk. Q5. What should I do if my request changes after I have submitted it? A. Search for your request in, view the Detail and then click Add Notes. You can also cancel the request if needed. Q6. What should I do if I need to request a service for a site other than where I reside? A. Click the “Add a Location” button located under your “My Service Request” box and select the appropriate values and save changes. Then you can select the site from your “Location” drop down list when you enter a new request. Q7. What should I do if I need to have the provider contact me at a different phone number than what is listed in the directory? A. Include the contact information clearly in the description. Q8: What shall I do if I have trouble logging on to Facilities Service Center? A: Place a call to the Facilities Help Desk. Q9: What will happen if I select the wrong hierarchy? A: The call center team will review your selection to ensure accuracy prior to dispatch.
OVSC%20HSBC%20Occupant_FINAL%20Combined.docx