ATTAC - A & T  Technical Assistance Center

 
 
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Customer Support Service Escalation MATRIX

 

Sr.No.

Support Actions

Product or project is under warranty / OEM Service Care ONLY

Product or project is under AMC OR with Premium support

If the Product or project is NOT under warranty / OEM Service Care / Premium support

1 Customer registers complaint to Support Center at HO Online website Complaint Register /
Fax / email / Phone call
Online website Complaint Register /
Fax / email / Phone call
Online website Complaint Register /
Fax / email / Phone call
2   BASIC SUPPORT       
2.1 HO allocates call to Level B - Product Engineer 24 x 7 Telephone / Email support
8 x 5 Video Call support
24 x 7 Telephone / Email support
8 x 5 Video Call support
24 x 7 Telephone / Email support
8 x 5 Video Call support
2.2 Level B - Trouble shoots remotely to find the problem and resolve. First Response by Remote login, Phone call, email. First Response by Remote login, Phone call, email. First Response by Remote login, Phone call, email.
2.3 First Response Time within 180 minutes within 180 minutes within 180 minutes
         
3 Onsite support ( If problem necessitates )      
3.1  Charges A & T Sales Sends quotation for on call support charges for diagnosis & troubleshooting. INCLUDED A & T Sales Sends quotation for on call support charges for diagnosis & troubleshooting.
3.2 Onsite Visit Within 48 hours < 500 Kms within 72 hours > 500 and < 2000 Kms. (time from the report of the problem from A & T support location) On confirmation of on call support charges, A & T deputes a Customer Support Engineer - LEVEL  - C A & T Deputes a Customer Support engineer - LEVEL C On confirmation of on call support charges, A & T deputes a Customer Support Engineer - LEVEL  - C
         
4 If diagnosed as hardware problem / software issues      
4.1   A & T Picks up the defective device from customer site A & T arranges a standby within 96 hours of report of the problem A & T Sales Sends quotation for hardware repair / software upgrades
4.2     2) A & T Picks up the defective device from customer site On confirmation of the charges, A & T Picks up the defective device from customer site
4.3  If Hardware defect, A & T acoordinates with vendor for repair and / or replacement A & T acoordinates with vendor for repair and / or replacement A & T coordinates with vendor for repair / software upgrades.
4.4  Resolve Time Defective unit Repaired and resent within 30 days at A & T Cost Defective unit Repaired and resent within 30 days at A & T Cost with onsite engineer for re installation and take back standby. Defective unit Repaired and resent within 30 days at A & T Cost
         
5 All services are for Products only. Labour and other services provided as part of the project are not included.
 
  STILL NOT RESOLVED
 
6 Problem scaled to Level A Head – Technology
 
SUPPORT CONTACTS
   Phone 91 - 9443319894 (24/7 Support) 91452-4392222 (8/5)  
   Fax 91 - 452 - 4210890    
   Email
support@atnetindia.net
   
   Video Conferencing Support IP : 183.82.33.92    
   Online https://www.atnetindia.net/customer-support    
Check List while registering complaint - https://www.atnetindia.net/customer-support - Register Complaint
  Product name / Model      
  Product serial number      
  Physical condition      
  Problem at the time of complaint      
  Any action taken locally      
         

Return Material Authorisation -  https://www.atnetindia.net/customer-support - RMA FORM