SOFTWARE TECHNOLOGY PARKS OF INDIA

(Department of Information Technology,

Ministry of Communications & Information Technology, Govt. of India)

Software Technology Parks of India, 4th Floor, SamruddhiVenturePark, Gala No.4, MIDC central Road,Marol,

Andheri (E),Mumbai-400093,website:

Escalation Procedure for STPI-Mumbai Datacom Services

(SVP- ANDHERI)

This organization is staffed 24 x 7 Hrs 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:

Escalation Level /

Contact Person

/ Fault Severity/Time Frame
Escalation Level 1 / HELP-DESK Shift Engineers
Off : +91- 022 - 28323005/ 28304761
Fax: +91- 022 - 28395384
Email: / 2 hrs
Escalation Level 2 / NOC-IN-CHARGE Mr. Vinayak Salve
Off : +91- 022 - 28323005/ 28304761
Fax: +91- 022 - 28395384
Mobile : 9869442016
Email : / 4 hrs
Escalation Level 3 / Technical Member Mr. Manhardan Gadhavi
Off : +91- 022 - 28323005/ 28304761
Fax: +91- 022 - 28395384
Mobile :9920852098
Email : / 6 hrs
Escalation Level 4 / ASSISTANT DIRECTOR Mr. Parag Modi/ Mrs. Bhawna Meena
Off : +91- 022 - 28323005/ 28346742
Fax: +91- 022 - 28395384
Mobile: 9223552885 Email:
Mobile: 9819130720Email: / 8 hrs
Escalation Level 5 / DEPUTY DIRECTOR Mr. Manas Ray
Off : +91- 022 - 28394926
Fax: +91- 022 - 28395384
Mobile : 9869462660
Email : / 10 Hrs
Escalation Level 6 / DIRECTOR,MAHARASHTRA
Mr. Ajay Sharma
Off : +91- 020 - 22981000
Fax: +91- 020 - 22932639
Email : / 12 hrs
S.No /

Steps for Logging the Call

1 /

Reporting of complaints by the customer

All complaints are reported to the NOC –24/7 helpdesk through any of the means:
Tel : + 91 – 022 - 28323005/28304761/28346742
Fax: : Fax: +91- 022 - 28395384
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 your further reference and auto escalation through our work flow system.
2 / Generation Of Fault Ticket No
The NOC – 24/7 helpdesk will enter the details in the fault report management system and will inform to the customer about the following:
Fault Ticket No.
Name of the Shift Engineer
Expected Restoration Time
3 / Updates to Customer
Update to the customer will be given at regular intervals
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.
Detailed Root cause analysis report will be sent to customer upon satisfactory performance

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