Escalation Chart

Sl.No.

Details

Responsibility

Reporting of complaints by the customer

All complaints are reported to the NOC –24/7 helpdesk through any of the means:

Tel: +91 612 2205627

E - mail: bhawesh.kumar@stpi.in

Note

1. The customer should state the Company Name, Circuit reference and type of Fault.
2. Provide call back Contact Number & Contact Name.
3. Logging of complaint is mandatory to ensure you get a fault ticket number for your further reference and auto escalation through our work flow system.

NOC- Shift Operations Engineer

2.

Generation Of Fault Ticket No

The NOC – 24/7 helpdesk will enter the details in the fault management and will inform to the customer about the following:

• Fault ticket No.
• Name of the Shift Engineer
• Expected Restoration Time

3.

Updates to Customer

Update to the customer will be given at regular intervals.

4.

Escalation of Complaint

In case 24/7 helpdesk is not able to resolve the customer complaint it has to be escalated as per Matrix enclosed.

5.

Ticket Closure

• Once the fault has been corrected, NOC –24/7 helpdesk will contact the customer to ensure that customer is satisfied with service restoration.
• The fault ticket will be closed in accordance with the customer’s verbal acceptance.
• Detailed Root cause analysis report will be sent to customer upon satisfactory performance

Escalation Level

Service Affecting

Contact Point

Concerned Person

Contact Details

1^st

Immediate

NoC

Helpdesk

Shri. Bhawesh Kumar Jha

Tel: +91 612 2205627

Cell: +91 8078884035

E - mail: bhawesh.kumar@stpi.in

2^nd

Two Hours

Deputy Director

Shri. Samrat Chakraborty

Tel: +91 612 2205627

Cell: +91 9379782116/+91 9972941211

E - mail: samrat.chakraborty@stpi.in

3^rd

Four Hours

Additional Director

Shri. Rajeeva Kumar

Tel: +91 612 2205627

Cell: +91 9886507083

E - mail: rajeeva.kumar@stpi.in

4^th

Eight Hours

Director

Shri. Amit Bansal

Tel: +91 612 2205627

E - mail: amit.bansal@stpi.in