ATTAC - A & T Technical Assistance Center
Customer Support Service Escalation MATRIX
Customer support 
 Phone 91 - 9442619894 91452-4392222 (8/5)  
 Toll Free Number 18004255847    
 Email
[email protected]
   
 Video Conferencing Support IP : 183.82.33.92    
       
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

 

 

 

 
ATTAC - A&T Technical Assistance Center
ALL A&T and its OEM PRODUCTS CARRY 3 Years STANDARD WARRANTY 
CUSTOMER SERVICE ESCALATION MATRIX FREE LIFETIME TELEPHONIC / VIDEO SUPPORT 
Sl No Support Actions Product / Solution is under warranty    Product / Solution is not under warranty or If the call is for ON CALL support
  SERVICE OFFERING  STANDARD PREMIUM   
      * Service Charges Applicable * Applicable only till  3 years warranty period   
1 Customer registers complaint to Support Center at HO  Through email: [email protected]  Through email: [email protected]  Through email: [email protected] / Phone call / WhatsApp
2 BASIC SUPPORT 12 x 7 Telephone / Email support / 8 x 5 Video Call support 12 x 7 Telephone / Email support / 8 X 5 Video Call support 12 x 7 Telephone / Email support / 8 X 5 Video Call support
3 Complaints Redressal Mechanism Automatic Ticket  Management System  Automatic Ticket  Management System  Automatic Ticket  Management System 
4 First Response Time within 180 mts within 180 mts within 180 mts
5  Head - Customer  Service (Level 3) allocates tickets to  A&T Customer Support Engineers (Level 2) Partners Support Engineer L1 coordinates with L2 and tries to solve Partners Support Engineer L1 coordinates with L2 and tries to solve Partners Support Engineer L1 coordinates with L2 and tries to solve
If Not solved
6  LEVEL 2 – A&T Customer Support Engineer   Trouble shoots remotely to find the problem and resolve First Response by Remote login, Phone call, email,video call First Response by Remote login, Phone call, email,video call First Response by Remote login, Phone call, email
7 If diagnosed software issues   Software Support Remotely Done by A&T Software Support Remotely Done by A&T 1. A&T Sales Sends quotation for services required - on call support charges for diagnosis & troubleshooting
2. Customer confirms and places services PO on partner or A&T
3. ATTAC supports remotely.
8 If problem needs onsite support L2 informs partner to depute a Partners Trained Support Engineer L 1 – for onsite visit  L2 informs partner to depute a Partners Trained Support Engineer L 1 – for onsite visit  L2 informs partner to depute a Partners Trained Support Engineer L 1 – for onsite visit 
9 if diagnosed as hardware problem Reported within 7 days after receipt of the product - DoA 1. Partner coordinates with End User for replacement and Partner Picks up the defective unit from customer site 
A&T Picksup Defective material
2. Partner submits the DoA form, ships it to ATTAC and sends shipment proof                                   
3. ATTAC sends replacement unit to the partner on the same day
1. Partner coordinates with End User for replacement and Partner Picks up the defective device from customer site 
2. Partner ships it to ATTAC and sends shipment proof                                   
3. ATTAC sends replaement unit to the partner on the same day
NA
10 if diagnosed as hardware problem and Reported after 7 days  1. Partner coordinates with End User and Partner Picks up the defective unit from customer site 
2. Partner ships it to ATTAC at partner cost and sends shipment proof.                                   
3. ATTAC repairs and ships back the repaired unit within 5 working days at A&T Cost to partner.
4. If not, ATTAC ships a RMA repaired unit within 30 working days at A&T Cost to partner
1. ATTAC coordinates with partner / End user and reverse picks up the defective unit from customer site at A&T Cost.
2. ATTAC repairs and ships back the repaired unit within 1 working day at A&T Cost to end user.                                 
3.  If not, ATTAC ships a standby unit to end user within 2 working days of receipt of the defective unit.
4. ATTAC ships the RMA repaired unit within 30 working days at A&T Cost to partner
4. ATTAC takes back standby and reverse picks up the standby              
1. Partner coordinates with End User
2. Partner / Customer ships the defective unit to ATTAC at Partner / customer cost and sends shipment proof.       
3.  A&T Sales communicates estimated repair charges (Upto 5 years of purchase ) OR sends quote for a new updated product model.
4. Partner / Customer approves for repair or new buy.
5. ATTAC repairs and ships back the repaired unit within 30 working days at A&T Cost to partner. 
11 Repair Cost  Free Free CHARGES APPLY
12 Notes All services are for Products only. Labour and other services provided as part of the project are not included. All services are for Products only. Labour and other services provided as part of the project are not included. All services are for Products only. Labour and other services provided as part of the project are not included.
STILL NOT RESOLVED
Problem scaled to Level 3 - Head – Quality Standards & Customer service 
If problem still not resolved, please send mail to [email protected] for direct MD’s intervention
For additional warranty and support services for specific Government projects and/or Bulk Quantity projects, please contact us [email protected]