CIRCLE ZONE Helpdesk
(Immediate) Level 2 Circle Complaint Management SPOC
Sheetal Patel
West 9033099827
Gujarath 1515@tatatel.co.in Sheetal.Patel@tatadocomo.com
Level 3 Regional Complaint Management4SPOC Head Level 5 - Regional ECSD Heads
Level - ECSD
Vandana Patel Vandana Patel Nariman Patel
9227209441 9227209441 9223109900
vandana.patel@tatate vandana.patel@ta nariman.patel@tatatel.co.in
l.co.in tatel.co.in
Products Toll FREE Line
Installation
Toll Free: 1800-425-8045 > Option
2 > Option 1
9 a m - 6 p m :: Mon - Fri
+91.80.2506-8032
(Standard Charges Apply)
Your City STD Code + 6000.3355
(Ex: 022.6000.3355 for Mumbai) 18004250088
Local Call Charges - Any location
in India
DESKTOPS
NOTEBOOKS
ENTERPRISE - CORE
1-800-425-8045
+91.80.2510.8032 / 8034
(Standard Charges Apply)
Your City STD Code + 6000.3355
(Ex: 022.6000.3355 for Mumbai)
Local Call Charges - Any location
in India
Client & Enterprise- Gold Support
Pro Support - Client
(24x7)
Pro Support - Enterprise
(24x7)
Products
Enterprise - CORE Mailbox
Enterprise - Pro-Support Mailbox
www.support.ap.dell.com
(Select India -> Support Options -> Contact Technical Support -> Email - Enter Service Tag to continue)
1-800-425-2069
1-800-425-2070
9 am to 5 pm :: Monday - Friday
CHAT SUPPORT - 2:30 AM - 8 PM :: Monday - Friday
www.dell.co.in/chat
DELL INDIA SUPPORT AND SERVICES
CONTACT MATRIX FOR LOGGING CALLS
India_EEC@Dell.com
Notebooks; Desktops;
Workstations;
Client Prosupport TS
india_support_server@dell.com
VOICE SUPPORT - 9 AM - 5 PM :: Monday - Friday
Toll Lines (For Non-BSNL and Mobile phones)
EMAIL SUPPORT - 9 AM - 5 PM :: Monday - Friday
1-800-425-9045
Products 1st Level 2nd Level 3rd Level
Installation
New System Installation
Jacqueline C
Sr. Planner
+91.80.2510.8179
Jacqueline_Conlon@Dell.com
Dinesh Subramaniam
PMO Installation Manager
-2499.6092
Dinesh_Subramanian@dell.com
Rohit R
Manager - Services Delivery
+91.80.2510.8290
Warranty Support
Status of On-site Engineer Support
(DSP)
Hariharan R
Alliance Manager
+91.80.2510.8225
Hariharan_Rajagopala@Dell.com
Mohan Bilikere
Senior Manager
+91.80.2510.8586
mohan_bilikere@dell.com
Warranty Support
Status of On-site
Parts Support
(DLP)
Baburaj NJ
Logistics Advisor
+91.80.2510.6113
baburaj_nj@Dell.com
BV Sreenath
Manager
+91.80.2510.8779
Sreenath_BV@Dell.com
Ravi Krishnamurthy
Director - Tech Support
ravi_krishnamurthy@dell.com
NEW INSTALLATIONS & FIELD SERVICES SUPPORT
ESCALATION MATRIX
Products 1st Level Contact 2nd Level Contact 3rd Level Contact
Santosh Hegde
Team Manager
+91.80.2510.8606
santhosh_hegde@Dell.com
Suraj Vijayan
Team Manager
+91.80.2510.8283
suraj_vijayan@Dell.com
Gururaaj .D
Team Manager
+91.80.2510.6528
Gururaaj_D@Dell.com
Shoban Babu
Team Manager
+91.80.2510.8949
Shoban_Babu@Dell.com
Products 1st Level 2nd Level 3rd Level
Biju CT
Team Manager
+91.80.2510.8217
Biju_CT@Dell.com
Sandeep .R
Team Manager
+91.80.2510.8588
sandeep_r@Dell.com
ENTERPRISE PRO-SUPPORT
Servers & Storage
(ProSupport for Ent, IT & End User)
Pankaj Gehlot
Team Manager
+91.80.2510.8615
Pankaj_Gehlot@Dell.com
ENTERPRISE TECHNICAL SUPPORT
Ravi Krishnamurthy
Director Services
ravi_krishnamurthy@dell.com
Note to all Customers who have Gold/Pro-Support warranty on Enterprise products: When you log a call for any technical issues
Technical Support Specialist to engage the duty Technical Account Manager (TAM). Second Level Escalation point is Mr. Ravi G
who can be reached on 98451-30732
ENTERPRISE - CORE
Servers , Storage Sandeep Chopra
Sr. Manager Services
sandeep_chopra@dell.com
Shinu Abraham
Team Manager
+91.80.2510.8094
shinu_abraham@Dell.com
Anilkumar Sehgal
Director Services
+91.80.2807.7912
anilkumar_sehgal@Dell.com
Benk Keat Low
Team Leader
beng_keat_low@Dell.com
Vostro (SMB)
Desktops/Notebooks
Naveen PV
Team Manager
+91.80.2510.6684
naveen_pv@Dell.com
Yathish Shivanna
Team Manager
+91.80.2510.8295
yathish_shivanna@Dell.com
CLIENT PRO-SUPPORT
(Optiplex, Latitude & Workstation)
CLIENT CORE
(Optiplex & Latitude)
XPS Notebooks
CLIENT TECHNICAL SUPPORT
Ravi Krishnamurthy
Director Services
ravi_krishnamurthy@dell.com
Sandeep Chopra
Sr. Manager Services
sandeep_chopra@dell.com
for any technical issues, please ask the Dell
lation point is Mr. Ravi Gutta, Senior Manager,
Escalation Matrix
Escalation Level Name Time frame
PACE POS Application Issues / Intramail / etc.
L1 0-4 Hrs
Pace Support team / CCD Helpdesk
L2 Manjunath, Vishwadeep, Bincy, Shreeveni 4-12 Hrs
L3 Achinthya, Santhosh Giri, Shreeveni 12-24 Hrs
L4 Venkatesh Babu, Nirmala 24+ hrs
POS Master Data Management
L1 Amrutha Bhatt, Vimala 4-12 Hrs
L2/L3 Santosh Giri 12-24 Hrs
L3 Venkatesh Babu 1+Day
BARCODES (GC & GV) / POS User ID
L1 Kiran Kumar 4-8 Hrs
L2 Achinthya 8-12 Hrs
L3 Santosh Giri 12-24 Hrs
L4 Venkatesh Babu 1+Day
Reports
L1 Pooja, Achinthya 0-24 Hrs
L2 Divya, Santosh Giri 24-48 Hrs
L3 Venkatesh Babu 48+hrs
Employee Discount
L1 Amrutha Bhatt 4-8 Hrs
L2 Divya, Santosh Giri 8-24 Hrs
L3 Venkatesh Babu 24+hrs
New Hardware testing / Certification
L1 Manjunath/Shreeveni 0-72 Hrs
L2 Santosh Giri 72-96 Hrs
L3 Venkatesh Babu 96+hrs
* & $$ mark
L1 Manjunath, Vishwadeep, Bincy 48-72 Hrs
L2 Achinthya, Santhosh Giri, Shreeveni 72-96 Hrs
L3 Venkatesh Babu, Nirmala 96+ hrs
on Matrix
Mail id Contact no
Issues / Intramail / etc.
04442147261
ccdsupport@paceautomation.com 04442147262
manjunath.s@cafecoffeeday.com , 9740897682
vishwadeep.br@cafecoffeeday.com, 9986280856
bincy@paceautomation.com, 9840937063
shreeveni@paceautomation.com 9940081520
achinthya.r@cafecoffeeday.com, 9986502212
santosh.giri@cafecoffeeday.com 9972218007
Shreeveni@paceautomation.com 9940081520
venkatesh@coffeeday.com, 9902017254
nirmala@paceautomation.com 9940081501
ta Management
amrutha@cafecoffeeday.com, 9019065511
vimala.kaza@cafecoffeeday.com 9880416490
santosh.giri@cafecoffeeday.com 9972218007
venkatesh@coffeeday.com 9902017254
GV) / POS User ID
Kiran.kumar@cafecoffeeday.com 9743170409
achinthya.r@cafecoffeeday.com 9972218007
santosh.giri@cafecoffeeday.com 9972218007
venkatesh@coffeeday.com 9902017254
orts
pooja@abccoffeeday.com, 080 40012736
divya@cafecoffeeday.com, 9019451199
venkatesh@coffeeday.com 9902017254
e Discount
amrutha@cafecoffeeday.com 9019065511
divya@cafecoffeeday.com, 9019451199,
santosh.giri@cafecoffeeday.com 9972218007
venkatesh@coffeeday.com 9902017254
ting / Certification
manjunath.s@cafecoffeeday.com 9740897682,
shreeveni@paceautomation.com 9940081520
santosh.giri@cafecoffeeday.com 9972218007
venkatesh@coffeeday.com 9902017254
$ mark
manjunath.s@cafecoffeeday.com , 9740897682
vishwadeep.br@cafecoffeeday.com, 9986280856
bincy@paceautomation.com 9840937063
achinthya.r@cafecoffeeday.com, 9986502212
santosh.giri@cafecoffeeday.com 9972218007
Shreeveni@paceautomation.com 9940081520
venkatesh@coffeeday.com, 9902017254
nirmala@paceautomation.com 9940081501