RDP - SUPPORT ESCALATION MATRIX

One PC many USERS, Savings

Support Director

sdir@rdp.inR&D Executive984 954 2909support5@rdp.in

Service Coordinator730 609 0001support@rdp.in

Project Manager

projectmanager@rdp.in

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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