SOFTWARE TECHNOLOGY PARKS OF INDIA

(Department of Electronics & IT, Ministry of Communications & Information Technology, )

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 : www.mah.stpi.in

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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 Engineers
Telephone. : +91-020-22981022 / 23
E-Mail : / 3 hrs.
Escalation Level
2 / HELP-DESK Senior Engineers
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 / JOINT DIRECTOR
Mr. Ajay Bhosale
Mobile : +91- 9822028325
Tel. : +91- 020-22981003
E-Mail : / 16 hrs.
Escalation Level
5 / DIRECTOR-Maharashtra
Mr. Sanjay Kumar Gupta
Tel. : +91-020-22981000
E-Mail : / 24 hrs.

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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 :
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.

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