Escalation Process 1.

Technical / Trading Balance (TB) related queries : Technical Helpdesk for queries related to: Machine not working Transactions not happening Error in Com Server Network Invalid port no USB not recognised No host No Response Oxigen Connect Installation, Training, Queries a. b. c. Helpline no - 0124 -2876001 - functional from 9:30 am to 8:00 pm all days. Sunday 9:30 am to 6:30 pm SMS - Send POS to 9870 888 888 SLA - call back within 1 hr. E mail ID - tech.support@myoxigen.com , and mark cc to Shailendra.Rathour@myoxigen.com , rubina.chadha@myoxigen.com SLA call back within 1 hr Subject line should be Store Name City and Must provide below mention details in mail. Store Code Contact Person Contact Number Alternate Number Problem type e.g. Terminal not working

2.

PIN or Recharge related issue a) Transaction successful but balance not transferred Under Process Transactions Recharge reversals Transaction Halted Any other query

Helpdesk no - 0124 3250990 9:00 am to 9:00 pm all days

b) Email ID - Corporatecare@myoxigen.com and cc to rubina.chadha@myoxigen.com SLA Call back within 1 hr

O2 Portal - Alternately users can Log all Complaint in O2 portal www.o2.oximall.com SLA Call back within 1 hr. Escalation Level -1: Name Shailendra Rathour Designation Executive Cell no 9999661206 Email Id Shailendra.Rathour@myoxigen.com

Escalation Level -2:

Name Inderjeet Sharma Escalation Level -3:

Designation Executive

Cell no 9211124718

Email Id inderjeet.sharma@myoxigen.com

Name Rubina Chadha

Designation VP

Cell no 9999778697

Email Id rubina.chadha@myoxigen.com