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 [email protected] [email protected]

Helpdesk@xxx [email protected] [email protected]

mailto:Helpdesk@xxx

mailto:[email protected]


mailto:Helpdesk@xxx



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

[email protected]

[email protected]



IBMToll Free 18004256666

18004252666IRISOffice 51661350/ 51/ 52 /53/ 54

11-26782505Om Prakash Extn. 134

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

[email protected]


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 [email protected]


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

Email

Technical Support

2 Bangalore States / locations covered

Karnataka Name

Contact Nos

Email

Technical Support

3 Bangalore States / locations covered

Karnataka Name

Contact Nos

Email

Technical Support

4 Chennai States / locations covered

Tamil NaduKerala Name

Contact Nos

Email

Technical Support

5 North A States / locations covered

Delhi Name

Contact Nos

Email

Technical Support

6 North B States / locations covered

Gurgaon (Haryana) Name

Contact Nos

Email

Technical Support

7 North C States / locations covered

Noida,Gzb & Meerut Name

Contact Nos

Email

Technical Support

8 North D States / locations covered

UPUttrakhand Name

MP Contact Nos

Email

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

Email

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

Email

Technical Support

13 Pune States / locations covered

Pune City

Name

Contact Nos

Email

Technical Support

14 Pune States / locations covered

1 Name

2 Chattisgarh & Goa Contact Nos

Email

Technical Support

1 Delhi Call logging & Call updates

Name

Contact Nos Phone Toll Free 1800112267 / 30306363

Fax Phone :- 01126388000

Rest of maharashtra(other than Mumbai & Pune city)

Email [email protected]

Technical Support [email protected]


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

[email protected]



Reena Rao

Phone Toll Free 1800112267 / 30306363 91-80-30589746

Fax Phone :- 01126388000 91-80-30589738

[email protected]



Reena Rao

Phone Toll Free 1800112267 / 30306363 91-80-30589746

Fax Phone :- 01126388000 91-80-30589738

[email protected]



Devi Balaji

Phone Toll Free 1800112267 / 30306363 91-44-39189609

Fax Phone :- 01126388000 91-44-39189601

[email protected]



Moyitreyee Banerjee

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

Fax Phone :- 01126388000 91-11-26846030

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]











Moyitreyee Banerjee


Fax Phone :- 01126388000 91-11-26846030

[email protected]



Moyitreyee Banerjee


Fax Phone :- 01126388000 91-11-26846030

[email protected]



Moyitreyee Banerjee


Fax Phone :- 01126388000 91-11-26846030

[email protected]



Moyitreyee Banerjee


Fax Phone :- 01126388000 91-11-26846030

[email protected]



Sunitha.P

Phone Toll Free 1800112267 / 30306363 91-40-39833701

Fax Phone :- 01126388000 91-40-39833799

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]@hp.com














Rupam Halder


Fax Phone :- 01126388000 91-33-22837167

[email protected]



Vaishali Patel

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

Fax Phone :- 01126388000 91-22-66782499

[email protected]



Dickson

Phone Toll Free 1800112267 / 30306363 91-20-30589036

Fax Phone :- 01126388000 91-20-26685620

[email protected] [email protected]



Shirish Hanchate

Phone Toll Free 1800112267 / 30306363 91-20-30589042

Fax Phone :- 01126388000 91-20-26685620

[email protected]

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



[email protected]

[email protected]

[email protected]

Major Account Manager - ITES/Media/Global

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








[email protected] [email protected] [email protected]




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
















Level II Level III


Smeek Dutta Jitendra Kumar Das

91-11-26846115 91-11-26846119

91-11-26846030 91-11-26846030

[email protected]

Level II Level III


G.S. Rathaur Jitendra Kumar Das

91-11-26846115 91-11-26846119

91-11-26846030 91-11-26846030

[email protected]

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

[email protected]

[email protected]

[email protected]



[email protected]








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





Sales Director - HP, PSG (Personal Systems Group)









[email protected]


Level IV

Country Manager-Service delivery

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

91-22-26184858 91-80-25633174

[email protected]

Level IV


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

91-22-26184858 91-80-25633174

[email protected]

Level IV


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

91-22-26184858 91-80-25633174

[email protected]

Level IV


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

91-22-26184858 91-80-25633174

[email protected]

Level IV


Prakash Prabhu 91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]






Level IV


Prakash Prabhu 91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

[email protected]

Level IV


Prakash Prabhu 91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

[email protected]

Level IV


Prakash Prabhu 91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

[email protected]

Level IV


Prakash Prabhu 91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

[email protected]

Level IV


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

91-22-26184858 91-80-25633174

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]






Level IV


Prakash Prabhu 91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

[email protected]

Level IV


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

91-22-26184858 91-80-25633174

[email protected]

Level IV


Prakash Prabhu 91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

[email protected]

Level IV


Prakash Prabhu91-80-25633444 / 25631938

91-22-66771828

91-22-26184858 91-80-25633174

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]





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

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]






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

[email protected]


http://www.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

[email protected]


http://www.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

[email protected]

Santosh Hegde Team Leader

+91.802510.8606 [email protected]

Malcom Francis Team Leader

+91.80.2510.8762 [email protected]

Notebooks INSPIRATION / XPS

Biju C.T. Team Leader

+91 8025108217 [email protected]

Ravindra Muniraj Client Manager +91 8025108090

+91 9845719315

[email protected]

Shinu Abraham Team Leader


Murali Mohan +918025108140

[email protected]

GOLD TECHNICAL SUPPORT Optiplex

Latitude Workstations

Shoban Babu Team Leader


Raveendran MB Senior Manager Client

Technical Support +91 8025108372 / +91 9980525228

[email protected]


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 [email protected]

GOLD TECHNICAL SUPPORT Servers

& Storage INDIA

Shakir Ul Heque Team Manager

+91 8025108721 +91 9900166749

shakirul@[email protected]

SILVER TECHNICAL SUPPORT Servers,

Storage INDIA - NORTH / WEST

Sandeep Chopra Team Manager +91

8025108143 +91 9845072214 +91

9845698671 [email protected]

Ravi Gutta Senior Manager

Enterprises Technical Support +91 8025108136


SILVER TECHNICAL SUPPORT Servers,

Storage INDIA - SOUTH / EAST

Anand Kumar Team Manager +91 8025108397


[email protected]

[email protected]



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 [email protected]

Ravi Krishnamurthy Dirctor Services +91 8025108348



3rd Level Escalation

Ravi Krishnamurthy Dirctor Services

+91 8025108348 +91 9845598509

[email protected]

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

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

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 : [email protected]

Jaipur : 91 141 5104357

Cdma : + 91 9212047791

Email : [email protected]



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: [email protected]


Cdma : + 91 9212154183

Cdma : + 91 9212167792 Cdma : + 91 9223299170

Email : [email protected] Email : [email protected]





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 :[email protected]

Head Service Assurance

Mr.Pravin Patankar

Cdma : + 91 9223276225

Email : [email protected] Email : [email protected]

Cdma : + 91 9223304601





Dealer 011-41607556

Surendra 9313654545

Beju 9342588934 [email protected]

Manager [email protected]

[email protected]


Documents

Escalation Matrix Dish Tv