Escalation Matrix Dish Tv

Vendor HCL Infosystems LimitedAddressPh

Contract Type HARDWARE AMC/WARRANTYORDER/AGR No DISH/222/222Contract Period 01.01.2008 TO 31.12.2008

Contract 2 FMS

Escalation Matrix or Hardware Maintaince

L1 L2 L3 L4

Nidihi Vaid Noida Call Board Prasenjit Dhar

9899899988 0120-76786868

Escalation Matrix or FMS

L1 L2 L3 L4

Nidihi Vaid Noida Call Board Ashit

9899899988 0120-76786868

Helpdesk@xxx noiadm@hcl.in Prasen@hcl.in

HCLDESKTOP 95120 - 2522315Shyam 9811153300 2400473Yadvendra 9818136993Sales PersonSanil 9910057979Sarvice ManagerR.N. Sharma 9868246551Prasanjeet 9810883809 Noida Support

Desktop Delhi 2531350 2522640Noida 2549876Sec-3 Noida 2522315 New

Kodak Scanner ContactDelhiToll Free No. 1800228989Bhupinder 9811553941 011-23385471

Chennai 044-23629095Kirti Rane 044-66416818

MumbaiNachiket 022-66416824Ramlal Taladi 9968127868Satyawan 9212327551S. No. 43200085

bhupinder.sehgal@kodak.com

ranjani.raman@kodak.com

IBMToll Free 18004256666

18004252666IRISOffice 51661350/ 51/ 52 /53/ 54

11-26782505Om Prakash Extn. 134

Team Computers 011-42004200Office 42004205/ 4203/ 4100Vashisht 9313431364Sameer 9313625543

helpdesk@iriscomputers.net

Complaint Complaint No.

7-Jan-08

IBM-Lenovo Desktop P18JPNy

S/N L904590

M/T 9389-A44

For TFT Dept. IT Amiya

9-Jan-08

IBM-E Server P18JPNy

Extn. 169, 178 S/N 99ANN28

M/T 8685-71X

011-42004159

Problem: Hang at first Screen (Think Pad)

Problem: Not Getting on VRM has to be changed

Followups Followups Followups

9-Jan-08 10-Jan-08

spkn with prashant at SGI to send mail along with system details to check & confirm

spkn with moninder comserve told vrm will be avlbl late evening or tommorow

manish called from comserve that vrm will be avlbl today evening as soon as its received then it will be fix today

Followups Followups Followups Followups Followups Followups Followups

Followups Followups Followups

SG Informatics (I) Pvt. Ltd.508, Pragati HouseBuilding No. 47-48Nehru Place, N.D. 19

Office 30888853 / 51Prashant (Sales) 9818371761Inder(Service Manager) 9873919197Harish 9313624822Samir 9313625543Kailash 9350869725Mail ID hema@sginformatics.com

HP - PRINTERS / SERVERSToll Free 1800-114141

1800-112267Customer Care 26388000

30306363for HP Server 18004255050

18004254994

FOR 1020 PRINTER 18004257737For Laptop 1800112267HP Delhi 26846000Elite 22504411

42440231 - 33Jitesh 9873967035RT DELHI 26382319Sudesh Coordinator 26382271

HP ServerManoj Gautam 9810544162Sushil 9871657092Noida 4393913

Progressive InfotechVikas 9899555237Baldev 9311717426Praful 9810362818Sanjeev Mishra 9350906936Sandeep Khanna 9810133736Nagendra 9873913601Helpdesk 9818841111 / 2222 / 3333

for HP Scanner

24 X 7

1130306363for Status

1 Ahmedabad States / locations covered

GujaratName

Contact Nos

Technical Support

2 Bangalore States / locations covered

Karnataka Name

Contact Nos

Technical Support

3 Bangalore States / locations covered

Karnataka Name

Contact Nos

Technical Support

4 Chennai States / locations covered

Tamil NaduKerala Name

Contact Nos

Technical Support

5 North A States / locations covered

Delhi Name

Contact Nos

Technical Support

6 North B States / locations covered

Gurgaon (Haryana) Name

Contact Nos

Technical Support

7 North C States / locations covered

Noida,Gzb & Meerut Name

Contact Nos

Technical Support

8 North D States / locations covered

UPUttrakhand Name

MP Contact Nos

Technical Support

9 North E States / locations covered

HaryanaHimachal Name

J & K Contact Nos

PunjabRajasthan Email

Technical Support

10 Hyderabad States / locations covered

Andra PradeshName

Contact Nos

Technical Support

11 Kolkatta States / locations covered

OrissaJharkhand Name

Sikkim Contact Nos

MeghalayaTripura Email

Nagaland Technical Support

Arunachal Pradesh

12 Mumbai States / locations covered

MumbaiThane Name

Contact Nos

Technical Support

13 Pune States / locations covered

Pune City

Contact Nos

Technical Support

14 Pune States / locations covered

1 Name

2 Chattisgarh & Goa Contact Nos

Technical Support

1 Delhi Call logging & Call updates

Contact Nos Phone Toll Free 1800112267 / 30306363

Fax Phone :- 01126388000

Rest of maharashtra(other than Mumbai & Pune city)

Email cpsc-callback.india@hp.com

Technical Support india.customercare@hp.com

ESCALATION MATRIX -SERVICE DELIVERY

Call logging & Call updates Level I

Service delivery Coordinator

Priyanka

Phone Toll Free 1800112267 / 30306363 91-79-39820300

Fax Phone :- 01126388000 91-79-39820301

cpsc-callback.india@hp.com

Reena Rao

Phone Toll Free 1800112267 / 30306363 91-80-30589746

Fax Phone :- 01126388000 91-80-30589738

Reena Rao

Phone Toll Free 1800112267 / 30306363 91-80-30589746

Fax Phone :- 01126388000 91-80-30589738

Devi Balaji

Phone Toll Free 1800112267 / 30306363 91-44-39189609

Fax Phone :- 01126388000 91-44-39189601

Moyitreyee Banerjee

Phone Toll Free 1800112267 / 30306363 91-11-26846115 ext.6923

Fax Phone :- 01126388000 91-11-26846030

india.customercare@hp.com

reena.rao@hp.com

devi.balaji@hp.com

banerjee.moyitreyee@hp.com

Moyitreyee Banerjee

Fax Phone :- 01126388000 91-11-26846030

Moyitreyee Banerjee

Fax Phone :- 01126388000 91-11-26846030

Moyitreyee Banerjee

Fax Phone :- 01126388000 91-11-26846030

Moyitreyee Banerjee

Fax Phone :- 01126388000 91-11-26846030

Sunitha.P

Phone Toll Free 1800112267 / 30306363 91-40-39833701

Fax Phone :- 01126388000 91-40-39833799

sunitha.p@hp.comindia.customercare@hp.com

Rupam Halder

Fax Phone :- 01126388000 91-33-22837167

Vaishali Patel

Phone Toll Free 1800112267 / 30306363 91-22-66771900 ext 1985

Fax Phone :- 01126388000 91-22-66782499

Dickson

Phone Toll Free 1800112267 / 30306363 91-20-30589036

Fax Phone :- 01126388000 91-20-26685620

cpsc-callback.india@hp.com dickson.jeya@hp.com

Shirish Hanchate

Phone Toll Free 1800112267 / 30306363 91-20-30589042

Fax Phone :- 01126388000 91-20-26685620

ESCALATION MATRIX -SALES

Level I Level II Level III

Team Leader - ITES/Media/Global

Abhinav Sharma Anurag Kapoor Vinay Sinha

9818274115 9810289620 9811106662

91-11-41629739 91-11-41629739 91-11-41629739

rupam.halder@hp.comindia.customercare@hp.com

vaishali.patel@hp.comindia.customercare@hp.com

hanchate.shirish@hp.com

Major Account Manager - ITES/Media/Global

Regional Manager - HP, PSG (Personal Systems Group), North

abhinav.sharma@hp.com anurag.kapoor@hp.com vinay.sinha@hp.com

ESCALATION MATRIX -SERVICE DELIVERY

Level II Level III

Service Delivery Manager District Manager

Jashmin Joshi Deepan Bapna

91-79-39820327 91-22-66771900 ext 1986

91-79-39820301 91-22-66782499

Level II Level III (Acting)

Vibhu Srivastava Narendra Raykar

91-80-25041789 91-80-25041415

91-80-41108013 91-80-41108013

Level II Level III (Acting)

Jayasree Vaidy Narendra Raykar

91-80-25041463 91-80-25041415

91-80-41108013 91-80-41108013

Level II Level III

SK.Sadaat Farooq Khan

91-44-39189613 91-44-39189614

91-44-39189601 91-44-39189601

Level II Level III

Anshuman Kuda Jitendra Kumar Das

91-124-2726548 ext 6548 91-11-26846119

91-124-2566112 91-11-26846030

jashmin.joshi@hp.com deepan.bapna@hp.com

srivastava@hp.com narendra.raykar@hp.com

v.jayasree@hp.com narendra.raykar@hp.com

sadaat.sk@hp.com farooq.khan@hp.com

anshuman.kuda@hp.com jitendra.kr-das@hp.com

Level II Level III

Smeek Dutta Jitendra Kumar Das

91-11-26846115 91-11-26846119

91-11-26846030 91-11-26846030

smeek.dutta@hp.com

Level II Level III

G.S. Rathaur Jitendra Kumar Das

91-11-26846115 91-11-26846119

91-11-26846030 91-11-26846030

gs.rathaur@hp.com

Level II Level III

Ashish mishra Jitendra Kumar Das

91-11-26846115 91-11-26846119

91-11-26846030 91-11-26846030

Level II Level III

Sharavan Singhal Jitendra Kumar Das

91-9818278064 91-11-26846119

91-11-26846030 91-11-26846030

Level II Level III

Ramanan T Farooq Khan

91-40-39833736 91-44-39189614

91-40-39833799 91-44-39189601

ramanan.t@hp.com

jitendra.kr-das@hp.com

ashishm@hp.com jitendra.kr-das@hp.com

sharavan.singhal@hp.com jitendra.kr-das@hp.com

farooq.khan@hp.com

Level II Level III

S.Rajkumar Sujoy Kumar Basu

033-22813899 ext.1195 91-33-22813899 ext.1192

91-33-22837167 91-33-22837167

Level II Level III

Manju Maben Deepan Bapna

91-22-66771900 ext 1948 91-22-66771900 ext 1986

91-22-66782499 91-22-66782499

Level II Level III

Shirish Deo Harish Jain

91-20-30589042 91-20-30589020

91-20-26685620 91-20-26685620

Level II Level III

Sadique Naikwadi Harish Jain

91-9922448646 91-20-30589020

91-20-26685620 91-20-26685620

Level IV

Shailendra Beniwal

98115 05008

91-11-41629739

s.rajkumar@hp.com sujoy-kumar.basu@hp.com

manju.maben@hp.com deepan.bapna@hp.com

sdeo@hp.com harish.jain@hp.com

sadique.naikwadi@hp.com harish.jain@hp.com

Sales Director - HP, PSG (Personal Systems Group)

shailendra.beniwal@hp.com

Level IV

Country Manager-Service delivery

Prakash Prabhu 91-80-25633444 / 2563193891-22-66771828

91-22-26184858 91-80-25633174

in.ced@hp.com

Level IV

Prakash Prabhu 91-80-25633444 / 2563193891-22-66771828

91-22-26184858 91-80-25633174

in.ced@hp.com

Level IV

Prakash Prabhu 91-80-25633444 / 2563193891-22-66771828

91-22-26184858 91-80-25633174

in.ced@hp.com

Level IV

Prakash Prabhu 91-80-25633444 / 2563193891-22-66771828

91-22-26184858 91-80-25633174

in.ced@hp.com

Level IV

Prakash Prabhu 91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

in.ced@hp.com

prabhu.prakash@hp.com

Level IV

Prakash Prabhu 91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

in.ced@hp.com

Level IV

Prakash Prabhu 91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

in.ced@hp.com

Level IV

Prakash Prabhu 91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

in.ced@hp.com

Level IV

Prakash Prabhu 91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

in.ced@hp.com

Level IV

Prakash Prabhu 91-80-25633444 / 2563193891-22-66771828

91-22-26184858 91-80-25633174

in.ced@hp.com

Level IV

Prakash Prabhu 91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

in.ced@hp.com

Level IV

Prakash Prabhu 91-80-25633444 / 2563193891-22-66771828

91-22-26184858 91-80-25633174

in.ced@hp.com

Level IV

Prakash Prabhu 91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

in.ced@hp.com

Level IV

Prakash Prabhu91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

in.ced@hp.com

WIPRO - IVRHelpdesk 011-41221508

Toll Free 18003457799

Naresh 9899889441 Coordinator Delhi for Nortel Phones

Level 1 EscAjay Sharma 9899231612

Sr. Technical Specialist

Level 2 EscVirender 9873567040

Manager Customer Support

Pradeep 9810604698

Level 3 EscManish Ahuja 9811207607

Sr. Manager Customer Support

ACD Nortel Helpdesk

Pallav Dutt (Senior Engg.) 9993013347Email Id

ajay.sharma@wipro.com

virendra.singh@wipro.com

manish.ahuja@wipro.com

3dn.care@wipro.com

Pallav.dutt@wipro.com

Accel Frontline

HelpdeskElldo 9999919398Dileep 9873226446Latheef 9911770057Giridhrana 9810769366Prakash 9873493422Naveen 9350529930Amit Bisvas 9910539995

Toll Free No. 1600-425-4786011-42191044022-66978123

Telephone NO. 29219847/48

Web Id

Adout sunProduct No. Stroge Edge 3500-Serial No. V880- 327V0001Contract No. AK00097996Tape Library S/No 0318k00075

SUN MumbaiMr. Varun9867986306

es@india.sun.comwww.sun.com

EnggEnggTeam lead

A/C Manager

DLTSilicon Electronics1056, 1st FloorKundan HouseNehru Place, DelhiLalit 9350326476

AHMADABADMunir Thakur 9327005526

MICROSOFTAirtel 18001021100BSNL / MTNL 1800111100

SONY LAPTOPSony India Pvt. Ltd. 011-66006600K- 15 26991205Lajpat Nagar II DelhiToll Free 1800111188Ravi Puri 9811822858 Dish TVRajiv Malik 9811433373Rajesh 9811017774Joshi 9999047675 65807774Hari 9212303848

DESKTOPAjay Anthony 9826722163

CANONSanjay 9810015066Saini 9910377155

9910377170Fax 42838400

LOGIXShantanu Biswas 9873094767

SYMANTEC - VERITAS BACKUPCustomer Care 58171509Toll Free No. 1800225037Ashutosh 9312241001

IT Solution 4160951- 14

ASPECTRohit 9810092323Vibhu 9810100928Senthil 9818216622Swarup 9810575629Ranjan 9811729296Sarvran 9810575629Support No. 080-41335000Site No. 90634 Dhirendra Kasyap STechnical Support EngineerAspect SoftwareLevel 3, Embassy Star# 8, Palace Road,Bangalore 560052, India Toll Free Number (US) 001 800 999 4455

dhirendra.kasyap@aspect.comwww.aspect.com

Order Status - E Mail & Phone Contact Details - REL Care

E Mail

SLA for E mailsMails received before 3pm - Same day response to customerMails received after 3pm - Next day response to customer

PhoneToll Free from BSNL & MTNL - 18004252067 ( Selection option - 1 for order status )Land Line Number + 91 - 080 - 25068035 ( Selection option - 1 for order status )

DELL INDIA SERVICES - ESCALATION MATRIXCLIENT - NOTEBOOK AND DESKTOP TECHNICAL SUPPORT

Products 1st Level Escalation 2nd Level Escalation

Note Book LATITUDE

Desktops OPTIPLEX

india_care_rel@dell.com

Santosh Hegde Team Leader

+91.802510.8606 santosh_hegde@dell.com

Malcom Francis Team Leader

+91.80.2510.8762 malcolm_frencis@dell.com

Notebooks INSPIRATION / XPS

Biju C.T. Team Leader

+91 8025108217 biju_ct@dell.com

Ravindra Muniraj Client Manager +91 8025108090

+91 9845719315

ravindra_muniraj@dell.com

Shinu Abraham Team Leader

+91 8025108140 shinu_abraham@dell.com

Murali Mohan +918025108140

murali_mohan@dell.com

GOLD TECHNICAL SUPPORT Optiplex

Latitude Workstations

Shoban Babu Team Leader

+91 8025108949 shoban_babu@dell.com

Raveendran MB Senior Manager Client

Technical Support +91 8025108372 / +91 9980525228

raveendran_mb@dell.com

ENTERPRISES TECH SUPPORTProducts 1st Level Escalation 2nd Level Escalation

FIELD SERVICE SUPPORT

Products First LevelStatus on site Support Toll Free: 18004258045

9 am - 6 pm mon fri

New System Installation Toll Free : 180042580459 am - 6 pm mon fri

EMAIL & CHAT SUPPORT Desktop

Notebooks Workstations

Vamshikrishna S Team Leader

+91 802510 8917 vamshikrishna_s@dell.com

GOLD TECHNICAL SUPPORT Servers

& Storage INDIA

Shakir Ul Heque Team Manager

+91 8025108721 +91 9900166749

shakirul@haque@dell.com

SILVER TECHNICAL SUPPORT Servers,

Storage INDIA - NORTH / WEST

Sandeep Chopra Team Manager +91

8025108143 +91 9845072214 +91

9845698671 sandeep_chopra@del.com

Ravi Gutta Senior Manager

Enterprises Technical Support +91 8025108136

+91 9845130732 ravi_gutta@dell.com

SILVER TECHNICAL SUPPORT Servers,

Storage INDIA - SOUTH / EAST

Anand Kumar Team Manager +91 8025108397

+91 9901455080 anand_kumar@dell.com

dell_ops@dell.com

new_system_install@dell.com

Toll Free from BSNL & MTNL - 18004252067 ( Selection option - 1 for order status )

DELL INDIA SERVICES - ESCALATION MATRIXCLIENT - NOTEBOOK AND DESKTOP TECHNICAL SUPPORT

3rd Level Escalation

9810905758Single point contact for Dish TV Account

Siddharth Patel siddharth_patel@dell.com

Ravi Krishnamurthy Dirctor Services +91 8025108348

+91 9845598509 ravi_krishnamurthy@dell.com

3rd Level Escalation

Ravi Krishnamurthy Dirctor Services

+91 8025108348 +91 9845598509

ravi_krishnamurthy@dell.com

Bharti

Abhishek 9810615250

Fax ServerContact PersonSiddhant 9810119898

New VSNL Tata LinkContact PersonAnil 9212705273

OmniaContact PersonSanjeev 9899222994-IT HeadIniyan 9999713999

Dishtv.Assis.Manager Latika-9810799889Outsource

Dishtv.Manager Girish-9899817770Outsource

RelianceHelpdesk No. 011-30338383 2nd Level

022-30338383 PradipToll Free No. 180030008383 9311444947

Epson Lx300Contact Personvineet Khanna 9810589595Jyoti 9999004015Customer Care 18004250011

3 Com SwitchesMicro SystemContact PersonHemant Batra 9811108104

RT OutsourcingAddress No RT Outsourcing Services Pvt.Ltd

24/30,Near Kashyab motors,Okhla Industrial Estate Phase-IIIOkhla,N.D.-110020

Telephone No. 011-26846000

Dealer 011-41606590/91/92Ajay Sharma

Mr. Bharat Escalation -Customer CareMr. Bharat KhoslaManager- Customer CareContact No. – 9810178264

Escalation Technical AssistanceMr. Shambhu KumarSr. Manager – Network OperationsContact No.-40580846/9811013390

Mr. Ajay BhardwajGM-Network OperationsContact No.- 40580873, 9811711444

IV-Escalation -Sales AssistanceMr.Amul GautamAccount Manager

Area Sales managerContact Nomber:-9873560444/ 40580925

Mr. Anil WaliaNational Sales Head40580944

Escalation Billing Assistance

Ms.Rakhi SharmaSR. Executive - Retention & collectionContact No.- 40580910

Mr. Rajiv AroraDeputy Manager-Revenue Assurance & Credit Control Contact No.- 011-40580992/9811668258

bharat.khosla@in.spectranet.com

Shambhu.kumar@in.spectranet.com

anil.bhardwaj@in.spectranet.com

Amul.gautam@in.spectranet.com

anil.walia@in.spectranet.com

Rakhi.sharma@in.spectranet.com

rajiv.arora@in.spectracare.com

CTO/CEO’s Office Mr. B. C. Jain

CUSTOMER CARE NUMBERS- 011 66605000/011-41610088

CTO/CEO’s Office Mr. B. C. Jain

Vendor CyquatorAddress Cyquator Technologies

International Infotech ParkTower II ,4th FloorVashi Railway StationVashi Navi Mumbai-400705

CONTRACT TYPE

ORDER/AGR No

Contract Period

Technical Queries NOC EngineerHelpdesk 24*7 022-67909607, 608022-67909600

Company Name B.S.N.LContact PersonK.P.Yadav 2050888Mr.Akhilesh 2051999Mr Jain 2051205

Note:-Intelligence Network 2050000/2050888Other No.Dharshanlal 2051000V P Singh 2052666Rakesh 2054567Prasant 2549399/2050789

Corporate Helpdesk Call Centre Team Manager

Mr. Vasudev Kamath

Delhi, NCR, UP, Rajasthan & Uttaranchal

Dehradun : 91 135 2774357

Branch Access Manager

Mr. Kamala Prasad

New Delhi : 91 11 66514357 GSM : + 91 9820645914

Kanpur : 91 512 2584300 Email : vasudev.kamath@vsnl.co.in

Jaipur : 91 141 5104357

Cdma : + 91 9212047791

Email : KAMLA.PRASAD@vsnl.co.in

Head-Corporate Call Centre

Ms. Surekha Desai

Cdma : + 91 9223276128

Branch Customer Service Manager Mr. Aney Malik

Email : aney.malik @vsnl.co.in

Branch Ops Head Head IP Services

Ms.Meenakshi Gautam Mr. Vijay Agarwal

Territory Service Manager Mr Pardeep Kalyan Cdma

: + 91 9250008598Email: kalyan.pardeep@vsnl.co.in

Email : surekha.desai@vsnl.co.in

Cdma : + 91 9212154183

Cdma : + 91 9212167792 Cdma : + 91 9223299170

Email : meenakshi.gautam@vsnl.co.in Email : vijay.agarwal@vsnl.co.in

Head Customer Services - Global Enterprise Solutions

Mr. M.S.Srinivasan

Cdma : + 91 9223351669

Head Service Management Vice President - Network Operations

Mr. G P Singh Mr.PK SehgalCdma : + 91 9223299168

Email :pk.sehgal@vsnl.co.in

Head Service Assurance

Mr.Pravin Patankar

Cdma : + 91 9223276225

Email : pravin.patankar@vsnl.co.in Email : ms.srinivasan@vsnl.co.in

Cdma : + 91 9223304601

Email : gp.singh@vsnl.co.in

Dealer 011-41607556

Surendra 9313654545

Beju 9342588934 techsuport@qcinfotech.com

Manager mahendra@qcinfotech.com

surender@qcinfotech.com

Escalation Matrix Dish Tv

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Emergency Management Plan - Griffith UniversityNotification, Activation and Escalation CLF-EM-TMP-001 Initial Incident Briefing CLF-EM-GDE-002 Activation and Escalation Matrix CLF-EM-GDE-003

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Communication and escalation document · This document describes the escalation and support procedures, with the accompanying communication matrix. By acting according to this matrix