1. Problem Management1.1. Service-request (fault) Bookinga. Book service-request online (web)You can book service-requests online and get regular updates on them at:URL:http://cnm.reliancecommunications.co.in/cnm/web/genTTreation.!spb. Service-request booking through emailYou can email us at rcom.broadbandtechdesk@relianceada.com "#lease include issue description$ circuit %&s ' contact details(c. Service request booking through contact centerYou can also reach us at )*++-,+++-*,*, "toll -ree( or +..-,+,,-*,*,.You would require /ervice 0rder no. -or all a--ected circuits at the time o- booking service-request.1.2. Service-request (fault)!"atesa. Proactive SMS # $mail !"ates %ashboar"1 special s2stem capabilit2 will keep 2ou updated on the -ault resolution status through /3/ and email. %n addition to updates on individual service requests$ 2ou can now have a comprehensive view o- all service requests open at a point in time.#lease ensure registration o- 2our contact details i.e. mobile number and email id"s( on 43 portal. 1lternativel2$ ustomer /ervice 3anager can help 2ou in registering 2our contact details.b. &n %eman"SMS # $mail !"atesYou can get latest updates on 2our service-requests or escalate an issue b2 sending a /3/ to +5,.,+.,+,+ or email to enterprise.rcomtechdesk6relianceada.comThe 40 -ault resolution team will attend to the issue and will provide latest update on 2our -ault ticket. 7indl2 ensure that 2ou mention 2our service request-number in the /3/ / email.c. 'entrali(e" )*& unit1 dedicated team operating .8 9: has been set up to send out a ;Reason -or 0utage< "R=0( report to 2ou$ within .8 hours o- -ault closure.$nter!rise 'ustomer Service Plan4ew eas2-to-access -ault booking s2stems and processes -or timel2 ' qualit2 updates$scalation Matri+ for *ault Management.(,-. ,/. 0-. 1P. MP. '2. 34. B4. &). 5B. -$)High Bandwidth Data and PRI servicesLevel 1Technical Helpdesk-Exective !"# $ %&Tel: 1800 3000 8383 (toll free) / 022-3033 8383 Level "Technical Helpdesk-Lead !"# $ %&Enterprise.rcomtechdesk@ericsson.com Tel:022-30372497 / 72429Level '(ervice Escalati)n *anager !"# $ %&Rcom.serviceescalationmanager@ericsson.com Tel:022-30372693/72556Level #(ervice Escalati)n Lead+ ,na- (irsikarAnay.sirsikareri!sson.!o"#o$ile : 09371051620Pa--per-se and Internati)nal t)ll .ree servicesLevel 1/(01 !1st)2er 1are& !"# $ %&%sf!!are.r!o"relian!ea&a.!o" Tel: 91-22-30372544Level "(* I(13341!4perati)ns& !"# $ %&s".is!nno!relian!ea&a.!o"Tel: 91-22-30372401/2Level '(hi.t Head !"# $ %&s'ift.'ea&relian!ea&a.!o" Tel: 91-22- 30372558Level #I(1 Head+ *lla kha5avali 2lla.kha5avali6ericss)n.c)2Tel+ 71-7'"""8%87" 'ustomer Su!!ort Manager6 Ms.0ini 2ilbert . tini.gilbert7reliancea"a.com (M) 89821291:; 1ccount Manager < Srinath6 Srinath.ettaboina7reliancea"a.com.(M) ;9=>>;?891 ' wa-s ). b))king 0T1. (y )sin* 'tt+://!n".relian!e!o"")ni!ations.!o.in2. (y sen&in* e"ail at r!o".$roa&$an&te!'&eskrelian!ea&a.!o"3. (y !onta!tin* at t'e toll free no. 1800-3000-8383 or 022-3033-83832. 'ustomer -etwork Management !ortal ('-M))/6 http://cnm.reliancecommunications.co.in/cnm/web/inde>.!spThe 43 portal provides single sign-on over secure ?TT#/$ to Reliance 0perational /2stems$ enabling 2ou to create and track change-requests$ open tickets -or incidents and obtain real time view o- network per-ormance. The customer service portal is set up to -acilitate 2ou on various operational issues.a. Su!er'1- base loginYou can now login with a single master ustomer 1ccount 4umber "14( to get a single view o- all circuits in di--erent 14s. This -unctionalit2 requires creation o- /uper14 login which can be done with help -rom R03 43 team. @e are also creating /uper14 logins ' these will be communicated through emails.You can also request -or /uper14 b2 emailing at rcom.cnm6relianceada.com.b. Monthl@ A Buarterl@ service !erformance "ashboar" (service availabilit@)You can now see service per-ormance dashboard online$ -or all the circuits in a single view. This enables 2ou to see the graphical representation o- 2our service availabilit2 ' count o- -ault tickets onall 2our services.c. Ban"wi"th tilisation gra!hs for CP- an" Dnternet links.You can see the bandwidth utiliAation reports -or all the data circuits online. This will help 2ou in taking decisions -or bandwidth upgrades proactivel2.". 'reate an" view service-requests for outages or !erformance issuesYou can book service-request online.e. /ive u!"ates on o!en service requests.%n addition to the email updates on open -aults tickets$ 2ou will also get an online live dashboard -or all the open -aults with latest updates on resolution status.f. 5eekl@ )*& on in"ivi"ual service request.%n addition to dail2 email updates on R=0$ 2ou will also get an online R=0 dashboard on all closed -ault tickets -or a period o- one week.g. 'ustomer !rofile u!"ates6 email an" mobile numbers.You can add / remove contacts details$ -or auto updates on -ault updates / R=0 updatesh. 1""ingin!uts "uring fault resolution (attach !ing. trace a"" comments)You can add ping / trace reports -or non service a--ecting -aults.9. 'hange Managementa. &n line change request The hange 3anagement view displa2s a list o- open and closed hange Requests "Rs($ including notes on the current status$ with dates and comments.You can book change requests online and get regular updates on them at:URL:http://cnm.reliancecommunications.co.in/cnm/web/inde>.!sp 1ll 2our change requests will be centrall2 tracked ' 2ou will get regular updates on 2our change requests.:. Service termination A 'ease Managementa. &n line Service 0ermination A 'ease request You can book service termination request online at:URL:http://cnm.reliancecommunications.co.in/cnm/web/inde>.!sp