' Selling products is easy.
Providing Solutions is complex.
Supporting such solutions is a challenge. '
At A & T, we understand that the solution implemented has to give you results. You need to concentrate on your primary objectives, when we take care of the solutions to run them. Hence we have a separate team ATTAC – A & T Technical Assistance Center, handling support. The TAC team is extremely efficient and your problems will be resolved to your utmost satisfaction. We have designed various support packages based on the needs and capability, which are described in detail in each of the sublinks.
Any support queries may be raised via Phone Call / Online website / Fax / email / Video Conferencing call to the ATTAC center detailed below and your support will be taken care of.
SUPPORT ESCALATION MATRIX
|Sr.No.||Support Actions||Product / project is under warranty / AMC / OEM Service Care||Product / project is under Premium support,||If the call is for ON CALL support|
|1||Customer Support Manager allocates call to LEVEL B – Product / Project Engineer|
|2||LEVEL B – Trouble shoots remotely to find the problem and resolve.|
|3||If problem needs onsite support||Deputes a Customer Support Engineer – LEVEL C – for onsite visit||Deputes a Customer Support Engineer – LEVEL C – for onsite visit||
A) Sales sends quotation for on call support charges.
B) On confirmation, deputes a Customer Support Engineer – LEVEL – C – for onsite visit
|4||If diagnosed as hardware problem / software issues, LEVEL B||coordinates with vendor for repair and / or replacement||
A) arranges a standby
B) coordinates with vendor for repair and / or replacement
A) Sales sends quotation for hardware repair / software upgrades
B) On Confirmation, coordinates with vendor for repair / software upgrades.
|STILL NOT RESOLVED|
|5||Problem scaled to Level A – CTO|
|If problem still not resolved, please send mail to firstname.lastname@example.org for direct MD’s intervention.|
|Phone||91 – 9443319894 (24/7 Support)||91452-2522241, 4392222|
|Fax||91 – 452 – 4210890|
|Video Conferencing||Support : 188.8.131.52|
|Check List while registering complaint|
|Product name / Model|
|Product serial number|
|Problem at the time of complaint|
|Any action taken locally|