How Chinaready delivers support you can track
Service Desk is the primary channel for client requests — structured tickets, a 24-hour first response, and no email or Slack black hole. Email and Slack remain available; Workbench stays read-only for status.
Structured support is part of how Chinaready runs delivery — not an afterthought. When you work with us, every request that needs a response goes through Service Desk, so nothing disappears into an email thread or a Slack scrollback. Email and Slack remain available for quick coordination; they are not the system of record.
Service Desk is the main bridge between our team and yours. Workbench, email, Slack, and video calls stay available as supporting channels.
What happens when you onboard
After the agreement is signed, you receive two working links on the same day:
- Client Workbench — project status, reports, tasks, and billing signals.
- Service Desk — where you submit files, ask questions, report issues, and request changes.
Your first Service Desk request is usually Submit information or documents — the onboarding checklist from your SOW. From there, day-to-day work stays in the portal. Use Workbench to see progress; use Service Desk when something needs Chinaready to act.
How the portal is organized
Service Desk groups requests into three clear paths so you pick the right form the first time:
Work with us
Day-to-day collaboration on the engagement:
- Submit information or documents
- Ask a question about your project
- Request a change to scope, timeline, or route
Something needs attention
When progress or production is at risk:
- Report an urgent blocker
- Report a China access or performance issue
- Compliance, filing, or app store issue
Account & tools
Access, billing, and monitoring:
- Billing or account access
- Diagnostics or monitoring help
You do not need to know which Chinaready team owns the work. Choose the category that matches what you need; we route it.
Response time and channel rules
Every Service Desk request carries a 24-hour first-response commitment. Urgent blockers and production access issues are triaged faster internally; the portal still gives you a ticket ID, a history, and a clear owner.
Prefer Service Desk when you need:
- A tracked answer or decision
- Files or approvals attached to the project
- An SLA-backed response
Use email or Slack when you need a short clarification and can accept that it is not the official record. If a Slack thread turns into real work, open a Service Desk request so it stays visible.
For visitors evaluating Chinaready
This operating model is how we keep China launches accountable after the sale — same portal for every client request, same response clock, same trail for your team and ours. Assessment and sales still start on the website; Service Desk opens when delivery begins.
- Already a client? Open Service Desk.
- Exploring China entry? Start with a China Readiness Assessment.
