Reliance Escalation Matrix 2q5e1z

Enterprise Customer Service Plan New easy-to-access fault booking systems and processes for timely & quality updates

1. Problem Management 1.1. Service-request (fault) Booking a. Book service-request online (web) You can book service-requests online and get regular updates on them at: URL:http://cnm.reliancecommunications.co.in/cnm/web/genTTCreation.jsp b. Service-request booking through email You can email us at [email protected] (Please include issue description, circuit IDs & details) c. Service request booking through center You can also reach us at 1800-3000-8383 (toll free) or 022-3033-8383. You would require Service Order no. for all affected circuits at the time of booking service-request.

1.2. Service-request (fault) Updates a. Proactive SMS & Email Updates Dashboard A special system capability will keep you updated on the fault resolution status through SMS and email. In addition to updates on individual service requests, you can now have a comprehensive view of all service requests open at a point in time. Please ensure registration of your details i.e. mobile number and email id(s) on CNM portal. Alternatively, Customer Service Manager can help you in ing your details.

b. On Demand SMS & Email Updates You can get latest updates on your service-requests or escalate an issue by sending a SMS to 09323023030 or email to [email protected] The NOC fault resolution team will attend to the issue and will provide latest update on your fault ticket. Kindly ensure that you mention your service request-number in the SMS / email. c. Centralized RFO unit A dedicated team operating 24 X7 has been set up to send out a “Reason for Outage” (RFO) report to you, within 24 hours of fault closure.

Escalation Matrix for Fault Management. (KN, KL, TN, AP, MP, CG, JH, BH, OR, WB, NE) High Bandwidth Data and PRI services Level 1

Technical Helpdesk-Executive (24 X 7) Tel: 1800 3000 8383 (toll free) / 022-3033 8383

Level 2

Technical Helpdesk-Lead (24 X 7) [email protected] Tel:022-30372497 / 72429

Level 3

Service Escalation Manager (24 X 7)

Level 4

Service Escalation Lead: Anay Sirsikar [email protected] Tel: 022-30372693/72556

Pay-per-use and International toll free services Level 1

VSFC (Customer Care) (24 X 7) [email protected] Tel: 91-22-30372544

Level 2

SM ISCNNOC(Operations) (24 X 7) [email protected] Tel: 91-22-30372401/2

Level 3

Shift Head (24 X 7) [email protected] Tel: 91-9322257592

Level 4

Customer Manager: Ms.Tini Gilbert , [email protected] 3. By ing at the toll free no. 1800-3000-8383 or 022-3033-8383

2. Customer Network Management portal (CNM) URL: http://cnm.reliancecommunications.co.in/cnm/web/index.jsp The CNM portal provides single sign-on over secure HTTPS, to Reliance Operational Systems, enabling you to create and track change-requests, open tickets for incidents and obtain real time view of network performance. The customer service portal is set up to facilitate you on various operational issues. a. SuperCAN base You can now with a single master Customer Number (CAN) to get a single view of all circuits in different CANs. This functionality requires creation of SuperCAN which can be done with help from RCOM CNM team. We are also creating SuperCAN s & these will be communicated through emails. You can also request for SuperCAN by emailing at [email protected]. b. Monthly / Quarterly service performance dashboard (service availability) You can now see service performance dashboard online, for all the circuits in a single view. This enables you to see the graphical representation of your service availability & count of fault tickets on all your services. c. Bandwidth Utilisation graphs for VPN and Internet links. You can see the bandwidth utilization reports for all the data circuits online. This will help you in taking decisions for bandwidth upgrades proactively. d. Create and view service-requests for outages or performance issues You can book service-request online. e. Live updates on open service requests. In addition to the email updates on open faults tickets, you will also get an online live dashboard for all the open faults with latest updates on resolution status. f.

Weekly RFO on individual service request. In addition to daily email updates on RFO, you will also get an online RFO dashboard on all closed fault tickets for a period of one week.

g. Customer profile updates: email and mobile numbers. You can add / remove s details, for auto updates on fault updates / RFO updates h. Adding inputs during fault resolution (attach ping, trace add comments) You can add ping / trace reports for non service affecting faults.

3. Change Management a. On line change request The Change Management view displays a list of open and closed Change Requests (CRs), including notes on the current status, with dates and comments. You can book change requests online and get regular updates on them at: URL:http://cnm.reliancecommunications.co.in/cnm/web/index.jsp All your change requests will be centrally tracked & you will get regular updates on your change requests.

4. Service termination / Cease Management a. On line Service Termination / Cease request You can book service termination request online at: URL:http://cnm.reliancecommunications.co.in/cnm/web/index.jsp