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Account Creation Process

Reymar Macapagal
Updated
  1. High Level Process Flow

STEPS TITLE/DESCRIPTION OWNER NEEDED ACTION SLA COMMENTS
1.0 Trigger - Authorized BU requester/Account Manager to request for new account creation

Authorized BU requester/

Account Manager

Requester to fill out the necessary Account Creation Form:


 

1. Direct Clients - https://forms.gle/rNJxWKy3kAZkXdqS9

2. Reseller - https://forms.gle/iHGw7nTV9mzTpoSF8

3. Aggregators - https://forms.gle/nW1A8i4nDfnMLbd78

 

Notes:

1. If the request is via email, SF support will still advise the requester to fill out the form.

Spiel: Good Day, Please fill up the <Insert the link of the necessary form> so we can process the request immediately. Thank you


 

2. Via account creation form responses; Only process the Account Creation request from the authorized requesters in this file -> M360 | 2026 List of M360 ACF Authorized Requesters ao Feb 2026 according to the account type.

    > LIVE Accounts: to be endorsed by B2B L2A.

    > TRIAL Accounts: to be endorsed by the BD/Solcon under BSC sheet.


 

    *If the requester is not authorized, send this (Spiel#2) prior cancellation of the ticket.

    *If no email endorsement is received right after ACF filing, list down the tickets and inform via Globe B2B gc for their action by EOD.


 

For Globe B2B accounts, cc the following:

Requester’s Email Address

Account Manager’s Email Address provided in the form

b2bl2apd-businessapplications@globe.com.ph,

b2b-l2a-ictsd@globe.com.ph


 

For Adspark accounts, cc:

Requester’s Email Address

Account Manager’s Email Address provided in the form

adsplatform@adspark.ph


 

For Internal/Direct/Aggregator accounts, cc:

Requester’s Email Address

Client’s Email Address



 

2.0 Account Creation Request Acknowledgement SF Support

1. SF support will automatically receive via Zendesk all the filled out data in the form and validate all the information provided.


 

2. Update the ticket details 


 

3. Include all the required recipients in the cc field indicated above.


 

4. Respond accordingly using Spiel#1 

10

days

1. Check first if the email address provided is already existing via Client Listing and Sub-user


 

2. For Renewal, Check if the account has been deleted already, so we can advise the requester that it is for a new application already.


 

Update the subject  to Account Renewal Request if the request is for “Renewal”
3.0 Sender ID Review, Testing SF Support & CMG

Refer to the below process M360-L2-CXM-004- Sender ID Registration.docx


 

  


 

Spiel:


 

Good Day!


 

We would like to inform you that the requested sender ID for this account has been approved. Kindly provide the MyBSS details for us to proceed with the creation of the account. Thank you

4.0 Account Creation m360 SF Support

SF support will now proceed with the Account Creation via Xavier


 

1. Proceed to Create a Group

 for the account first.

Notes:

Set the official Group BU upon creation even if the newly created account is M360 Not Billable (For any special cases, seek approval from Lei)


 

2. Fill out the necessary fields with the details provided by the requester

3. For the Payment Method, always change it to Direct if Not MyBSS.


 

4. Upon selecting a Plan, please do not choose the plan with PHP.


 

Standard rates per BU (Refer to columns F,R,S)M360 Rates Summary


 

Notes:

If rate is different than the standard indicated rates, escalate to Lead/SOM before you proceed in updating via Xavier

  








 

Notes regarding Account Type:

For LIVE accounts

  • Contract End Date (YYYY/MM/DD) - should be based on the actual date the account is created and completed, not on the contract start date.
  • Standard validity: 1 year (ex. 2024-08-02 to 2025-08-01)
  • For auto-renewal:  0000-00-00
  • Signed Contract is provided (Except for Aggregators) Contract start date should be aligned with the start date indicated in the filled out form 
  • Double check if there's a created credit (if credit-based plan) to the account. If none, raise a child ticket to L3 to investigate and proceed with the manual creation of credits.


 

For TRIAL accounts

  • For Custom Plan - Validity is 2 weeks only (Based on the actual date the account is created and completed). Account will automatically be set to 'Deactivated' status if there is still no plan on switching to Live type 15 days after the validity period.
  • If the indicated validity upon account creation is more than 2 weeks, seek approval from CMG first.
  • For Internal/Demo/Test accounts, validity can be set up to 1 year.
  • Default trial credit is 50 only. This already includes 25 MT and 25 MO (Additional credits should be subject for approval with cost center provided) with CMG approval. Record it via Request for Additional Test Credits
  • Double check if there's a created credit (if credit-based plan) to the account. If none, raise a child ticket to L3 to investigate and proceed with the manual creation of credits.
  • Only 1 sender ID is allowed. Validity is 15 days
  • Contract is not required. But the following should be provided:

    For API: Commercial Proposal(Internal&Adspark) or Trial Agreement(Globe B2B) form must be provided

                *Note: If a signed contract for Live account has been provided initially, no need for the trial agreement form.

    For DIY: LOA alone will suffice

  • MT and MO credits will be applied to Custom, APITRIAL, DIYTRIAL
  • Account Validity Period Extension Request

> Require SFA opportunity created for the migration/extension

> Should be endorsed by B2B Product Personnel (either Jack, Cathy, or Dominic, Merni) prior endorsement to CMG.

> Endorse to CMG for final approval


 

Notes regarding Enabled Services:

For SMPP service

  1. Access Code - Refer to M360-L2-CXM-008- Access Code Configuration.docx
  2. SMPP MO URL - http://smpp-private.m360.com.ph:insert port here/mo

                        - Check the equivalent port here m360 Cheat Sheet (column F) 

  • If TLS or Non-TLS Connection is not yet in the filled out form or not initially indicated:
  1. Ask this first: Please confirm if the client will require TLS or Non-TLS connection before we move forward with the request. Thank you
  2. Confirm with TM via GC as to what port should be provided with the client.

               Standard                                                       Priority (To be provided upon request only)

               Host: smpp.m360.com.ph                             Host: smpp-otp.m360.com.ph

               Port: (confirm with TM)                                Port: (confirm with TM) 


 

  • For TRIAL account/plan, manually indicate the MO&MT credits via these fields:


 

For SFTP service

  • IP Address is required (max 2 IP Addresses per account only). No OTP Routing. Refer to the M360-L2-CXM-036 - IP Whitelisting.docx
  • For OTP account - no need to request for SFTP credentials
  • Request the Creation of SFTP credentials to the Infra team(infra@m360.com.ph) should be a separate child ticket

-> once provided, create another child ticket to L2 support(appsupport@m360.com.ph) for watcher creation (For existing SFTP account no need for L2 watcher creation)

       -     (For internal reference only as these are being sent along with the credentials) Host: sftp.m360.com.ph and Port: 22


 

For SMTP service

  • No OTP Routing
  • SMTP email address to be provided upon account completion smtp3@m360.com.ph


 

For HTTP SMS service


 

For HTTP PIN service

  • No need to request OTP routing to L2. Transactions via PIN service will be automatically routed to priority as long as the pin endpoint has been used


 

For DIY service


 

For Viber service


 

For International service


 

For Whatsapp API service


 

For Email API service


 

For Voice API service


 

For SNA API service


 

For Flows service


 

Plan Reference - Reference sheet Account Creation x Xavier Plans

  • If Subscription Model = PAYG, Plan Subscription = PAYG Tiered Plan -> no need to update the rates and ask the tier
  • If Subscription Model = PAYG, Plan Subscription = Custom -> rates are required and need to update in Xavier

       

For Accounts with My360 Plan

  • For accounts with Viber service, the viber plan will be added via this module -> Client Plans
  • For My360 TRIAL, validity is 30 days

> Set the Plan to OMNI_TRIAL: My360 Trial but the account type should still be Live

> While the plan is still on My360 Trial, set the BU to “M360 Not Billable” and when the plan is already switched to an official My360 Plan, the BU must change to the official BU as well.

Additional Notes:

  • Add the valid email address and enabled services of a Live account on sheet → For MOOSEND Adding

     
5.0 Account Creation Request Completion SF Team

1. Reply to the email regarding the completion of the request.

Refer to Spiel#3


 

2. Provide the necessary Documentations/Manuals for the enabled service/s on the created account and the Client Dashboard Manual


 

3. Ensure to loop in the necessary recipients accordingly.


 

4. Loop in finance@m360.com.ph only upon resolution/completion, so they are informed of successfully created accounts and not included in cancelled applications.

    

Cancelled Applications

For cancelled applications, note of the following conditions:

  1. Unauthorized Requester - Communicate with the requester that the form is needed to be filled out by the authorized account requester. Use the available spiel for this.
  2. Non-compliance - Only solve/close the ticket for non-compliance with the necessary requirements if no feedback or response is received. But as long as we are receiving updates/responses, keep the ticket on pending status.
REVISION HISTORY
Revision Date Prepared By Approved By Description
1.0 9/30/2019 Lei Del Rosario Marvin Calinisan  Initial Release
2.0 9/13/2023 Lei Del Rosario Marvin Calinisan 

1. Added EG Authorized Requesters

2. Added Step 3.1
2.1 9/15/2023 Lei Del Rosario Marvin Calinisan 

1. Removed the instruction for creation of client app under HTTP section

2. Created another section for HTTP PIN service

3. Updated links on step 5.1 

6. Added EG Authorized Requesters
2.2 9/20/2023 Lei Del Rosario Marvin Calinisan  Additional note under TRIAL section
2.3 9/25/2023 Lei Del Rosario Marvin Calinisan  Additional note regarding IP Whitelisting
2.4 9/28/2023 Lei Del Rosario Marvin Calinisan  Additional note under Live account type
3.0 1/9/2024 Lei Del Rosario Marvin Calinisan  Additional process on step 3.0
3.1 1/15/2024 Lei Del Rosario Marvin Calinisan  Added form link for Direct Accounts
3.2 02/14/2024 Lei Del Rosario Marvin Calinisan  Updated process 3.0
3.3 03/05/2024 Change Management Marvin Calinisan  Added the High Level Process Flow of existing process 
3.4 03/18/2024 Lei Del Rosario Marvin Calinisan  Updated list of authorized requesters
3.5 04/29/2024 Lei Del Rosario Marvin Calinisan  Updated list of authorized requesters
3.6 05/22/2024 Lei Del Rosario Marvin Calinisan  Added guidelines under Plan Reference
3.7 06/06/2024 Lei Del Rosario Marvin Calinisan  Added notes for Live and Trial requests
3.8 06/24/2024 Lei Del Rosario Marvin Calinisan 

1. Added process for TRIAL accounts to manually deactivate the account after the validity period


 

2. Added process on configuration of SMPP connection account type 
3.9 08/05/2024 Lei Del Rosario Marvin Calinisan 

Removed Bizsupport email from recipients as advised by them. Ref 307714


 
3.10 08/05/2024 Lei Del Rosario Marvin Calinisan  Automated filled out form to Zendesk 
3.11 08/06/2024 Lei Del Rosario Marvin Calinisan  Added spiel for step 2.0
3.12 9/10/2024 Lei Del Rosario Marvin Calinisan  Indicated a note in 3.1  that MyBSS activation is not needed for ISMS services as advised by Globe
3.13 9/12/2024 Lei Del Rosario Marvin Calinisan  Added process for Voice API
3.14 9/17/2024 Lei Del Rosario Marvin Calinisan  Created a separate docs for Voice API
3.15 9/17/2024 Lei Del Rosario Marvin Calinisan 

1. Added note under International service

2. Removed My360 Plans section
3.16 9/18/2024 Lei Del Rosario Marvin Calinisan  Updated Authorized Requester for TRIAL accounts
3.17 9/24/2024 Lei Del Rosario Marvin Calinisan  Added Rates reference sheet
3.18 10/15/2024 Lei Del Rosario Marvin Calinisan  Added My360
4.0 2/6/2025 Lei Del Rosario Marvin Calinisan  Updated the requirements for Trial accounts
4.1 3/3/2025 Lei Del Rosario Marvin Calinisan  Added reference where L2A Order Management submits the form
4.2 3/14/2025 Lei Del Rosario Marvin Calinisan  Added process to change BU to “M360 Not Billable” if the plan is My360 Trial
4.3 3/26/2025 Lei Del Rosario Marvin Calinisan  Process Review
4.4 4/2/2025 Lei Del Rosario Marvin Calinisan  Added notes for no Mybss activation needed for accounts with Direct payment method
4.5 4/23/2025 Lei Del Rosario Marvin Calinisan  Added process under SMPP to manually input the MO&MT credits if account/plan is Trial
4.6 5/8/2025 Lei Del Rosario Marvin Calinisan 

1. Updated authorized requester list

2. Added spiel for unauthorized requester
4.7 6/25/2025 Lei Del Rosario Marvin Calinisan  Updated list of authorized requester
4.8 7/3/2025 Lei Del Rosario Marvin Calinisan  Added process for Smart Billing validation
4.9 7/17/2025 Lei Del Rosario Marvin Calinisan  Updated BD/SolCon list
4.10 7/24/2025 Lei Del Rosario Marvin Calinisan 

1. Added process for created accounts with My360 plan to reflect via SB

2. Updated the expected submitter of email endorsement from SGICTOM to the authorized requester
4.11 8/11/2025 Lei Del Rosario Marvin Calinisan  Updated the authorized requesters for Trial accounts
4.12 8/14/2025 Lei Del Rosario Marvin Calinisan  Updated the part of authorized requesters where the list is compiled in files already for easy reference
4.13 9/10/2025 Lei Del Rosario Marvin Calinisan  Added note that no need for trial agreement if signed contract has been initially provided
4.14 10/22/2025 Lei Del Rosario Marvin Calinisan  Added note that max of 2 IP addresses are allowed for SFTP
4.15 12/14/2025 Lei Del Rosario Marvin Calinisan  Added note under Group creation to set the official BU already
4.16 12/18/2025 Lei Del Rosario Marvin Calinisan  Added requirements for Account extension request
5.0 1/5/2026 Lei Del Rosario Marvin Calinisan  Removed the process 3.1 related to MyBSS as it is no longer applicable
5.1 2/18/2026 Lei Del Rosario Marvin Calinisan  Updated the list of authorized requesters
5.2 4/1/2026 Lei Del Rosario Marvin Calinisan 

1. Updated process for SMPP to confirm if TLS or not

2. Refrain from selecting plans with PHP until further notice
5.3 4/10/2026 Lei Del Rosario Marvin Calinisan  Updated the basis of the account validity/end date
5.4 5/10/2026 Lei Del Rosario Marvin Calinisan  Annual process review and updated all BSG terms to CXM
5.5 5/14/2026 Lei Del Rosario Marvin Calinisan  Removed sgictom@globe.com.ph distro list as this will be discontinued for use per Globe team
5.6 5/22/2026 Lei Del Rosario Marvin Calinisan  Added a process under SNA to create a child ticket to TM for redirect URI whitelisting
5.7 5/25/2026 Lei Del Rosario Marvin Calinisan  Added Merni as Product personnel
5.8 5/29/2026 Lei Del Rosario Marvin Calinisan  Updated the process for SNA
5.9 6/10/2026 Lei Del Rosario Marvin Calinisan  Updated the SFTP host to a public IP address (Hermosa server)

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