Fault incidence communication facilities

New easy-to-access fault booking systems and processes for timely & quality updates.

a. On line (web) service request booking You can book service request online and get regular updates on service requests using below URL. URL:http://cnm.reliancecommunications.co.in/cnm/web/genTTCreation.jsp b. Service request booking through contact center You can reach us through toll free no. 1800-3000-8383 or 022-3033-8383.You would be requiring Service Order No for all affected circuits at the time of docket booking. In case of issues in reaching our call center (or web ticket booking), you can also email us at rcom.enterprisehelpdesk@relianceada.com (please include issue description, circuit IDs & contact details) c. SMS & Email Updates We have developed special system capability to keep you updated through SMS and e mail, on the fault resolution status. Please ensure registration of your contact details i.e. mobile number and e mail ids on CNM portal. Alternatively, Customer Service Manager can help you for registering your contact details. d. Service status - Dashboard In addition to updates on individual service request, you can now have one single comprehensive view of all service requests open at a point in time. e. Centralized RFO unit Dedicated team operating 24 X7 has been set up to send Reason for Outage report within 24 hours of fault closure. f. Customer Network Management portal (CNM) Our customer service portal is also set up to facilitate you on various operational issues: Create and view service requests for outages or performance issues. Live updates on open service requests. RFO on individual service request. Customer profile updates: e mail and mobile numbers Last three months service performance (service availability). Usage graphs for VPN and DIA links. Adding inputs during fault resolution (attach ping, trace add comments) URL: http://cnm.reliancecommunications.co.in/cnm/web/index.jsp

Escalation Matrix Enterprise

Level

Service Affecting

Performance Issues

Contact details

Level 1

2 hours

12 hours

Executive -Technical Helpdesk (24 X 7) enterprise.rcomtechdesk@relianceada.com Ph:1800 3000 8383 / 022 3033 8383 Lead - Technical Helpdesk (24 X 7) enterprise.rcomtechdesk@relianceada.com Ph:022 30372497 Service Escalation Manager (24 X 7) rcom.serviceescalationmanager@relianceada.com Ph :022 30372556 / 30372693 GM, NOC Kamal Gautam kamal.gautam@relianceada.com Mob:09324175844 Asst VP, NOC - Pankaj Khanna pankaj.khanna@relianceada.com Mob:09322258061

Level 2

4 hours

24 hours

Level 3

6 hours

32 hours

Level 4

8 hours

40 hours

Level 5

10 hours

48 hours