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Getting Started
How to use the Imperial Knowledge Base
Welcome to the Imperial Knowledge Base
What is this? This is Imperial Knowledge Base — our central wiki for all processes, documentation, SOPs, and guides. Think of it like Confluence, but self-hosted and integrated with Mattermost. How to Log In Go to wiki.imperialnetworkph.com Click Login with M...
Customer Support
Books Customer Support,Escalation Management,Service Restoration,Retention & Loyalty,Billing Concerns,Customer Communications Includes CSR handling,Ticket prioritization,Escalation workflows,Churn recovery,SLA communication,Outage handling,Customer satisfac...
Network Engineering
Books Core Network,Backbone & Transit,Access Network,IX & Peering,DDoS & Security,Monitoring Systems,IP Addressing & Routing,Data Center Operations Includes Config standards,Maintenance SOPs,Routing policies,Incident handling,Engineering training,Technical ...
Field Engineering
Books Installation Standards,Fiber Deployment,Site Surveys,Safety Procedures,Fleet & Vehicle Procedures,Materials & Equipment Includes Technician SOPs,Fiber standards,Pole attachment standards,Site acceptance,Checklists,Technician training
Corporate Services
Books Human Resources,Finance,Legal & Compliance,Procurement,Administration, Includes Hiring,KPI systems,Payroll,Contracts (non-sales),NTC compliance,ASC documentation,Purchasing workflows,
BookStack Onboarding
Temporary Shelf for onboarding people into BookStack
New Page
Mandrill - Systems & Automation
Books CRM,Billing Systems,Monitoring Platforms,Internal Automations,API Documentation,Development Standards Includes Integrations,Automation workflows,Internal tools,Scripts,System architecture
Wish List
System wishlist
Process-flow diagram
Commercial Division
Books Enterprise Sales,Residential Sales,Carrier & Wholesale,Marketing,Product Management,Partnerships,Pricing Includes Sales playbooks,Proposal templates,Product positioning,Competitor analysis,Sales training,Negotiation frameworks,Account management SOPs
Executive Office
Books Strategic Planning,Organizational Structure,Executive Directives,Expansion Plans,Leadership Notes Includes Long-term strategy,Company direction,Executive decisions,Major initiatives
Documents for New Customers
This book contains the standard documents used for new customer onboarding and processing. It includes customer-facing forms, agreements, and supporting company documents needed for both residential and enterprise services. The purpose of this book is to help...
Enterprise Documents
This chapter contains the standard documents used for enterprise and business customer applications, proposals, and contract closing requirements. These documents are mainly used during discussions with customers before service installation and activation. Ea...
MSA - SLA - SOF
Attachments: 20260506 IMPERIAL NETWORK MSA - SLA - SOF (Updated).docx 20260506 IMPERIAL NETWORK SOF (Updated).docx For all new customers, the MSA-SLA-SOF document set is required. For existing customers without a previously signed MSA and SLA, the full MSA-SL...