The document outlines the support escalation matrix for RDP, detailing the roles of various team members and their contact information. It emphasizes the importance of timely customer support and establishes a protocol for issue escalation across four levels based on response times. In case of delayed responses, customers are advised to escalate their concerns through the defined channels to ensure prompt resolution.

1. RDP-SUPPORTESCALATIONMATRIX
OnePCmanyUSERS,Savings
SupportDirector
sdir@rdp.in
R&DExecutive
9849542909
support5@rdp.in
ServiceCoordinator
7306090001
support@rdp.in
ProjectManager
projectmanager@rdp.in
Level4Level3Level2
Call18002009955,9533111111,9533311111
TM
TM
ResponseTime-10:00am to7:00pm
We,atRDPvalueourcustomersandtheirneeds.Attimestherearesomeissuewhichneedimmediate
attention.Forthoseissuewehaveestablishedourownin-housesupportcentrewhichcaterstoallourclients
theurgentneedsofourcustomers/partnersbyprovidingtimelyandaccuratesupport.
EscalationGuidelines:
WefollowanapproachwherealltheTicketsarehandledinthemostproficientmanner
Assoonasanissueisreportedareferencedticketisgeneratedandthecustomer/partnerareinformedabout
theticketnumber.
Aspertheissuereported,aPriorityisassignedtoeachandeveryissue.
Thefirstresponsetothecustomer/partnersupport,issentwithin3workinghoursforFirstLevelsupport.
BydefaulteveryTicketisfirsthandledbyFirstLevelSupport
IfyoudonotgetanyresponsefromLevel1withinoneday,pleaseescalatetoLevel2
IfyoudonotgetanyresponsefromLevel2withintwodays,PleaseescalatetoLevel3
Weensureyouthatitwillnotberequiredtoreachlevel4ButincaseifyouwillnotgetanyresponsefromWeensureyouthatitwillnotberequiredtoreachlevel4Butincaseifyouwillnotgetanyresponsefrom
alltheotherLevelsyoucanreachLevel4.
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7.7.
Level1
Computing..simplified.. www.rdp.in