SOFTWARE TECHNOLOGY PARKS OF INDIA (Ministry of Electronics & Information Technology (MeitY), Government of India) Plot No. P-1, Rajiv Gandhi InfoTech Park, Phase- 1, MIDC, Hinjewadi, Pune – 411 057 Contact No: 020-22981000, Fax No: 020-22932639 Website : ________________________________________________________________________________ Escalation Procedure for STPI- Pune Datacom Services This organization is staffed 24 x 7 Hours by Technical Staff for providing On-Line support to the also responsible for notification and escalations to the appropriate Customer’s problems. They are management personnel after a certain time frame as defined below: NOTE: Customer shall follow Escalation Chart Matrix as per given ‘’time frame’’ mentioned in below table. Any complaint directly to Higher Escalation level will not be entertained. Escalation Level Fault Severity / Contact Person Time Frame Help-desk Shift Engineer Escalation Level 3 hrs. Telephone. : +91-020-22981022 / 23 1 E-Mail : Help-desk Senior Engineer 6 hrs. Escalation Level Tel. : +91-020-22981023 E-Mail : 2 Joint Director Escalation Level Mr. Praful Patinge Mobile : +91-9822028312 3 12 hrs. Tel. : +91- 020-22981005 E-Mail : Head-Datacom Group Escalation Level Mr. Ajay Bhosale Mobile : +91- 9822028325 4 Tel. : +91- 020-22981003 16 hrs. E-Mail : Director- STPI Maharashtra Escalation Level Mr. Sanjay Kumar Gupta 24 hrs. Tel. : +91-020-22981000 5 E-Mail : Page 1 of 2
SOFTWARE TECHNOLOGY PARKS OF INDIA (Ministry of Electronics & Information Technology (MeitY), Government of India) Plot No. P-1, Rajiv Gandhi InfoTech Park, Phase- 1, MIDC, Hinjewadi, Pune – 411 057 Contact No: 020-22981000, Fax No: 020-22932639 Website : ________________________________________________________________________________ Escalation Procedure for STPI- Pune Datacom Services This organization is staffed 24 x 7 Hours by Technical Staff for providing On-Line support to the Customer’s problems. They are also responsible for notification and escalations to the appropriate management personnel after a certain time frame as defined below: NOTE: Customer shall follow Escalation Chart Matrix as per given ‘’time frame’’ mentioned in below table. Any complaint directly to Higher Escalation level will not be entertained. Escalation Level Contact Person Fault Severity / Time Frame Escalation Level 1 Help-desk Shift Engineer Telephone. : +91-020-22981022 / 23 E-Mail : 3 hrs. Escalation Level 2 Help-desk Senior Engineer Tel. : +91-020-22981023 E-Mail : 6 hrs. Escalation Level 3 Joint Director Mr. Praful Patinge Mobile : +91-9822028312 Tel. : +91- 020-22981005 E-Mail : 12 hrs. Escalation Level 4 Head-Datacom Group Mr. Ajay Bhosale Mobile : +91- 9822028325 Tel. : +91- 020-22981003 E-Mail : 16 hrs. Escalation Level 5 Director- STPI Maharashtra Mr. Sanjay Kumar Gupta Tel. : +91-020-22981000 E-Mail : 24 hrs. Page 1 of 2
Escalation%20Matrix-Pune.docx