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RDP - SUPPORT ESCALATION MATRIX
One PC many USERS, Savings
Support Director
[email protected]&D Executive984 954 [email protected]
Service Coordinator730 609 [email protected]
Project Manager
Level 4Level 3Level 2
Call 1800 200 9955, 9533111111, 9533311111
TM
TM
Response Time -10:00 am to 7:00 pm
We, at RDP value our customers and their needs. At times there are some issue which need immediate attention. For those issue we have established our own in-house support centre which caters to all our clients the urgent needs of our customers / partners by providing timely and accurate support.
Escalation Guidelines: We follow an approach where all the Tickets are handled in the most proficient manner
As soon as an issue is reported a referenced ticket is generated and the customer / partner are informed about the ticket number.
As per the issue reported, a Priority is assigned to each and every issue.
The first response to the customer / partner support, is sent within 3 working hours for First Level support.
By default every Ticket is first handled by First Level Support
If you do not get any response from Level 1 within one day, please escalate to Level 2
If you do not get any response from Level 2 within two days, Please escalate to Level 3
We ensure you that it will not be required to reach level 4 But in case if you will not get any response from We ensure you that it will not be required to reach level 4 But in case if you will not get any response from all the other Levels you can reach Level 4.
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