TROUBLE REPORTING PROCEDURES Sr. No. Steps for Call Logging 1 Reporting of complaints by the customer: All complaints are reported to the NOC -24/7 helpdesk through any of the means: Network Operations Centre : +91- 020-22981022/23 E Mail : pune.helpdesk@stpi.in – NOTE 1. The customer should state the Company Name, Circuit reference and type of Fault. 2. Give call back Telephone Number and Contact name. 3. Logging of complaint is mandatory to ensure you get a fault ticket number for you Further reference and auto escalation through our work flow system. Generation of Fault Ticket No. : 2 The NOC 24x7 helpdesk will enter the details in the fault report management system and – will inform to the customer about the following: # Trouble/Fault Ticket Number # Name of the Shift Engineer # Expected Restoration Time Updates to Customer : 3 Update to the customer will be given at regular intervals which could be based on progress miles stones. Escalation of Complaint (By Customer) : 4 24/7 The customer is free to escalate to relevant STPI personnel in case helpdesk does not revert as per Matrix enclosed Ticket Closure : 5 # 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. Page 2 of 2
TROUBLE REPORTING PROCEDURES Sr. No. Steps for Call Logging 1 Reporting of complaints by the customer: All complaints are reported to the NOC -24/7 helpdesk through any of the means: Network Operations Centre : +91- 020-22981022/23 E – Mail : pune.helpdesk@stpi.in NOTE 1. The customer should state the Company Name, Circuit reference and type of Fault. 2. Give call back Telephone Number and Contact name. 3. Logging of complaint is mandatory to ensure you get a fault ticket number for you Further reference and auto escalation through our work flow system. 2 Generation of Fault Ticket No. : The NOC – 24x7 helpdesk will enter the details in the fault report management system and will inform to the customer about the following: # Trouble/Fault Ticket Number # Name of the Shift Engineer # Expected Restoration Time 3 Updates to Customer : Update to the customer will be given at regular intervals which could be based on progress miles stones. 4 Escalation of Complaint (By Customer) : The customer is free to escalate to relevant STPI personnel in case 24/7 helpdesk does not revert 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. Page 2 of 2
Escalation%20Matrix-Pune.docx