Tata Communications Escalation Matrix

Escalation Matrix for Enterprise Customers
Ver.n2 Nov 2011
Service Update - Escalation Matrix

Dear Customer,
At Tata Communications, it has been our constant endeavor to provide best
in class service to our customers. As part of our continued effort to enhance
our service and support, we are attaching herewith an updated Escalation
Matrix for your reference.
Our customer service team is available to assist you, 24 hours a day, 7 days
a week for any queries or assistance that you may seek.
You may also write in to us at: corp.helpdesk@tatacommunications.com
We look forward to being your preferred telecom partner.
Best Regards,
Customer Service
Tata Communications
I N D E X
Technical Support Center Numbers
Escalation Matrix for Customers ILL,VPN IP
Escalation Matrix for Customers

MIPL, NPLC, IPLC, DGE TDM
Escalation Matrix for Customers Managed Services

Managed Authentication

Managed Firewall / IDPS / VUTM - SSOC
Escalation Matrix for Customers mDDos
10
Escalation Matrix for Customers IDC Services
11
Escalation Matrix for Customers InstaCC Services
13

IPLCCC, Offnet Voice, DID/TFN
14

MVoIP, IP Voice Connect
15
Escalation Matrix for Customers Video Connect
16

Advanced Solution Delivery
17
Note: For better viewing zoom to 400%
Technical Support Center numbers

INDIA
INDIA Primary number
+91-20-66144444
INDIA Toll free number
18002660660
INTERNATIONAL TOLL FREE NUMBERS

Sr. No.
Origin Country Name
Toll-free
USA
001 866 937 8765
UK
00 800 11224357
SINGAPORE
1800 5554357
HONG KONG
800 938949
Sr. No.
Origin Country Name
Toll-free
Sr. No.
Origin Country Name
Toll-free
ARGENTINA
80033111133
15
MALAYSIA
80033111133
AUSTRIA
80033111133
16
NETHERLANDS
80033111133
BELGIUM
80033111133
17
NORWAY
80033111133
BULGARIA
80033111133
18
PHILIPPINES
80033111133
CHINA
80033111133
19
POLAND
80033111133
COLOMBIA
80033111133
20
SINGAPORE
80033111133
CZECH (REP)
80033111133
21
SOUTH AFRICA
80033111133
DENMARK
80033111133
22
SPAIN
80033111133
FINLAND
80033111133
23
SWEDEN
80033111133
10
FRANCE
80033111133
24
SWITZERLAND
80033111133
11
GERMANY
80033111133
25
TAIWAN
80033111133
12
HONG KONG
80033111133
26
THAILAND
80033111133
13
ITALY
80033111133
27
UK
80033111133
14
JAPAN
80033111133
28
URUGUAY
80033111133
Ver.n2 Nov 2011
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Escalation Matrix for Customers - ILL,VPN-IP

Level 1
Level 2
Level 3
Level 4
Level 5
Severity 1
Immediate
After 2 Hrs.
After 4 Hrs.
After 6 Hrs.
After 8 Hrs.
After 12 Hrs.
Severity 2
Immediate
After 4 Hrs.
After 8 Hrs.
After 12 Hrs.
After 16 Hrs.
After 24 Hrs.
Technical
Support
Center
"Corporate Helpdesk (numbers in the

"Helpdesk numbers" sheet)"
Shailesh Singh
Senior Manager IP Services
Mobile: 9223299208
Email:
Shailesh.singh@tatacommunications.com
Sanjeev Yadav
DGM Mobile: 8149063458
Email:
sanjeev.yadav@tatacommunications.com
BharatPawar
GM-IPServices
Mobile:9223302667
Email:
bharat.pawar@tatacommunications.com
G P Singh
Head Service Operations
Mobile: 9223299168
Email:
gp.singh@tatacommunications.com
Neeraj Sonker
(Sr. VP)
Mobile: +91 9223416200
Email:
neeraj.sonker@tatacommunications.com
For instant Ticket booking,

please use
https://www.tatacare.tatacommunications.com/
If you do not have login credentials,
request you to mail
corp.helpdesk@tatacommunications.com
Ver.n2 Nov 2011
Anil Gaikwad
Operations ManagerTechnical Support Center
Mobile: 9225614291
Email:
anil.gaikwad@tatacommunications.com
Surekha Desai
Head-Global Call Center
Mobile: 9223276128
Email: surekha.desai@tatacommunications.com
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Escalation Matrix for Customers - MIPL, NPLC, IPLC, DGE TDM

Level 1
Level 2
Level 3
Level 4
Severity 1
Immediate
After 2 Hrs.
After 4 Hrs.
After 6 Hrs.
After 8 Hrs.
Severity 2
Immediate
After 4 Hrs.
After 8 Hrs.
After 12 Hrs.
After 16 Hrs.
Technical
Support
Center
"Corporate Helpdesk (numbers in the

Viraj Jondhale
Sr. Manager Service Operations (TDM)
Mobile: 9223223221
Email:
viraj.jondhale@tatacommunications.com
Praveen Kumar
DGM Service Operations (TDM)
Mobile: +91-9225693871
Email:
praveen.kumar@tatacommunications.com
Sajoo George
VP-Transmission India
Mobile: 9243462610
CUG: 514827
Email id:
sajoo.george@tatacommunications.com
Neeraj Sonker
(Sr. VP)
Mobile: +91 9223416200
Email:
Rajesh More
Sr. Manager Service Operations (TDM)
Mobile: 8097011033
Email:
more.rajesh@tatacommunications.com
Surekha Desai
Mobile: 9223276128
Email:
surekha.desai@tatacommunications.com

please use
request you to mail
Anil Gaikwad
Mobile: 9225614291
Email:
anil.gaikwad@tatacommunications.com
Ver.n2 Nov 2011
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Escalation Matrix for Customers - Managed Services

Level 1
Level 2
Level 3
Level 4
Level 5
Severity 1
Immediate
After 2 Hrs.
After 4 Hrs.
After 6 Hrs.
After 8 Hrs.
After 12 Hrs.
Severity 2
Immediate
After 4 Hrs.
After 8 Hrs.
After 12 Hrs.
After 16 Hrs.
After 24 Hrs.
Managed
Services
Technical Support Center

(Refer numbers in the "Technical
Support Center numbers" sheet)
Email:
Duty Manager - MSOC

Tel: 044-6677 4253 / 26863723
Mobile: 9281098410
Email: msoc.dm@tatacommunications.com
Ram K
Operation Manager
Tel: + 91- 44 - 6677 4436
Mobile: + 91 - 7200057768
Email: ram.k@tatacommunications.com
Sunil Raj
Head Service Operations MSOC
Tel: 044- 66774228
Mobile: + 91- 8122 080040
Email:
sunil.raj@tatacommunications.com
PK Saji
VP - Managed Services & DC Operations
Tel: 044 - 66774330
Mobile: 9884046388
Email:
saji.pk@tatacommunications.com
Chas M White
Sr. VP - Managed Services &
Data Center Services
Tel: +1(321) 2765561
Mobile: +1-732-2033058
Email:
chas.white@ tatacommunications.com
G P Singh
VP & Head Service Operations
Mobile: 9223299168
Email:
gp.singh@tatacommunications.com
Neeraj Sonker
(Sr. VP) & Head - Service Assurance &
Field Operations (India)
Mobile: +91 9223416200
Email:

please use
Robert A
Competency Head Managed Hosting
Tel: 6677 4143
Mobile: 9282179052
Email:
robert.a@tatacommunications.com

request you to mail
Technical
Support
Center

Email:
Ver.n2 Nov 2011
Anil Gaikwad
Mobile: 9225614291
Email: anil.gaikwad@tatacommunications.com
Surekha Desai
Mobile: 9223276128
Email:
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Escalation Matrix for Customers Managed Authentication

Level 1
Level 2
Level 3
Level 4
Severity 1
Immediate
After 4 Hrs.
After 6 Hrs.
After 8 Hrs.
After 12 Hrs.
Severity 2
Immediate
After 12 Hrs.
After 14 Hrs.
After 24 Hrs.
After 48 Hrs.
Technical
Support
Center
Technical Support Center ( Refer numbers in

the "Technical Support Center numbers" sheet)
Email: corp.helpdesk@tatacommunications.com
Anil Gaikwad
Operations Manager-Technical Support Center
Mobile: 9225614291
Surekha Desai
Mobile: 9223276128
G. P. Singh
Head - Service Operations
Mobile: +91-9223299168
Email: gp.singh@tatacommunications.com
Neeraj Sonker
Head - Service Assurance & Field Operation(I)
Mobile: +91- 9223416200
Email: neeraj.sonker@tatacommunications.com
Rathnamala Rajaram
Engineering Manager
Landline: 66774042
Mobile: +91-9282145725
Email: rathnamala.rajaram@tatacommunications.com
Michael Polisky
Director - MSS Engineering
Mobile: +1-703-6082563
Email: michael.polisky@tatacommunications.com
For instant Ticket booking, please use

If you do not have login credentials, request you to
mail corp.helpdesk@tatacommunications.com
Security
Services
Operations
Center
(SSOC)
SSOC Helpdesk
Landline: +91 44 66774136 / 6614 9336
/ 6614 9345
Mobile: +91- 9043008176
US & Canada Toll Free: +1 877.853.8282
Email: ssochelpdesk@tatacommunications.com
Ver.n2 Nov 2011
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Escalation Matrix for Customers Managed Firewall / IDPS / VUTM - SSOC

Level 1
Level 2
Level 3
Level 4
Level 5
Severity 1
Immediate
After 4 Hrs.
After 6 Hrs.
After 8 Hrs.
After 12 Hrs.
After 16 Hrs.
Severity 2
Immediate
After 12 Hrs.
After 14 Hrs.
After 24 Hrs.
After 48 Hrs.
After 72 Hrs.
Technical
Support
Center

Email:
Anil Gaikwad
Mobile: 9225614291
Surekha Desai
Mobile: 9223276128
G P Singh
VP & Head Service Operations
Mobile: 9223299168
SSOC help desk

ssochelpdesk@tatacommunications.com
044-66774136
Mithun Benoy
Operation Manager-SSOC
Mobile: +91-9884722010
Email:
mithun.benoy@tatacommunications.com
Lakshmi Narasimhan G
Senior Manager Managed Security Services
Mobile: 8148030258
Email:
lakshminarasimhan.g@tatacommunications.com
Neeraj Sonker
(Sr. VP) & Head - Service Assurance &
Field Operations (India)
Mobile: +91 9223416200
Email:

please use
request you to mail
Security
Services
Operations
Center
(SSOC)

Email:
Ram K
OperationManager
Tel:+91-44-66774436
Mobile:+91-7200057768
Email:ram.k@tatacommunications.com
Corporate Helpdesk
(numbers in the "Helpdesk
numbers" sheet)
Ver.n2 Nov 2011
Anil Gaikwad
Mobile: 9225614291
Surekha Desai
Mobile: 9223276128
Sunil Raj
Head Service Operations- MSOC
Tel: +91-44-66774228
Mobile: +91- 8122080040
Email: sunil.raj@tatacommunications.com
G P Singh
Head Service Operations
Mobile: 9223299168
Michael Polisky
Director of Security Engineering
Mobile: +1 703.608.2563
Email:
Michael.Polisky@tatacommunications.com
PK Saji
VP - Managed Services &
DC Operations
Tel: 044 - 66774330
Mobile: 9884046388
Email:
saji.pk@tatacommunications.com
Neeraj Sonker
(Sr. VP)
Mobile: +91 9223416200
Email:
Chas M White
Sr. VP - Managed Services &
Data Center Services
Tel: +1(321) 2765561
Mobile: +1-732-2033058
Email:
chas.white@ tatacommunications.com
M.R.Madhusudhan
Chief Officer (Customer Services &
Operations)
Mobile: 9223276240
Email:
mr.madhusudhan@tatacommunications.com
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Escalation Matrix for Customers mDDos

Level 1
Level 2
Level 3
Level 4
Severity 1
Immediate
After 4 Hrs.
After 6 Hrs.
After 8 Hrs.
After 12 Hrs.
Severity 2
Immediate
After 12 Hrs.
After 14 Hrs.
After 24 Hrs.
After 48 Hrs.
Technical
Support
Center
Technical Support Center ( Refer

numbers in the "Technical Support
Center numbers" sheet)
Anil Gaikwad
Mobile: 9225614291
Surekha Desai
Mobile: 9223276128
G. P. Singh
Mobile: +91-9223299168
Neeraj Sonker
Head - Service Assurance & Field Operation (I)
Mobile: +91- 9223416200
Sivakumar R
Project Manager
Mobile: +91-9282205520
Email: shivakumar.r@tatacommunications.com
Jim Deleskie
Director - DDoS Services
Mobile: +1-9025372043
Email:
James.deleskie@tatacommunications.com
Michael Polisky
Director of Security Engineering
Mobile: +1-703-608-2563
Email: Michael.Polisky@tatacommunications.com

please use
request you to mail
Security
Services
Operations
Center
(SSOC)
SSOC Helpdesk
Landline: +91- 44- 66774136 /
6614 9336 / 6614 9345
Mobile : +91- 9043008176
US & Canada
Toll Free: +1 877-853-8282
Email:
ssochelpdesk@tatacommunications.com
Ver.n2 Nov 2011
Gaurang K Pandya
Project Manager
Mobile: +65-187-0174
Email: gaurang.pandya@tatacommunciations.com
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Escalation Matrix for Customers - IDC Services

Level 1
Level 2
Level 3
Severity 1(Outage/Major)
Immediate
After 2 Hrs.
After 4 Hrs
After 6 Hrs.
Severity 2(Impaired/Minor)
Immediate
After 4 Hrs
After 8 Hrs.
After 12 Hrs.
MUMBAI-LVSB

(Refer numbers in the "Technical Support
Center Numbers" sheet)
IDC Shift Engineer- LVSB

Contact: 022-66591706
Email: idc.lvsb@tatacommunications.com
Vishwambhar Salgaonkar
Manager - IDC
Mobile: +91 - 9223398677
Email: Vishwambhar.s@ tatacommunications.com
Vinayak Desai
DGM
Mobile: 9223408621
Email: vinayak.desai@ tatacommunications.com
Anil Gaikwad
Mobile: 9225614291
Sandeep Rasse
Head IDC Operations
Mobile: +91-9028010290
Email: sandeep.rasse@ tatacommunications.com
IDC Shift Engineer - Vashi

Contact: 022-66591888
Email: idc.vashi@tatacommunications.com
Sachin Chavan
Manager - IDC
Mobile: 9223339866
Email: sachin.chavan@tatacommunications.com
Sandeep Rasse
Head IDC Operations
Mobile: +91-9028010290
Data Centre Hosted At

If you do not have login credentials, request you to mail
MUMBAI-VASHI

Vinayak Desai
DGM- IDC
Mobile: + 91 - 9223408621
Email: vinayak.desai@tatacommunications.com
Anil Gaikwad
Mobile: 9225614291
MUMBAI-ANDHERI

IDC Shift Engineer - Andheri

Contact: 022-66082807/66082802
Email: idc.andheri@tatacommunications.com
Shyam Kalamkar
Senior Manager - IDC
Mobile: 9223416212
Email: shyam.kalamkar tatacommunications.com
Sandeep Rasse
Head IDC Operations
Mobile: +91-9028010290
Vinayak Desai
DGM- IDC
Mobile: + 91 - 9223408621
Anil Gaikwad
Mobile: 9225614291
DELHI-BANGLA SAHIB

IDC Shift Engineer Bangalsahib

Contact: 011-66505327
Email: idc.delibs@tatacommunications.com
Rahul Dhar
Manager - IDC
Mobile: 9250007743
Email: rahul.dhar@tatacommunications.com
Sandeep Rasse
Head IDC Operations
Mobile: +91-9028010290
Vinayak Desai
DGM- IDC
Mobile: + 91 - 9223408621
Anil Gaikwad
Mobile: 9225614291
CHENNAI-VSB

IDC Shift Engineer

Contact: 044-66774210
Email: idc.chennai@tatacommunications.com
Matheswaran D
Manager IDC
Mobile: 09043050395
Email: d.matheswaran@tatacommunications.com
Sandeep Rasse
Head IDC Operations
Mobile: +91-9028010290
Sudheer Yalavarthi
DGM- IDC
Mobile: + 91 - 9246196645
Email: sudheer.yalavarthi@tatacommunications.com
HYDERABAD

IDC Shift Engineer - Hyderabad

Contact: 040-66984459
Email: vsbidc.hyd@tatacommunications.com
Sudheer Yalavarthi
DGM- IDC
Mobile: + 91 - 9246196645
Email: sudheer.yalavarthi@tatacommunications.com
Sandeep Rasse
Head IDC Operations
Mobile: +91-9028010290
BANGLORE - Sanjay Nagar

IDC Shift Engineer

Contact: 080-66594890
Email: idc.bng@tatacommunications.com
Murugan Dhavamani
Manager - IDC
Mobile: +91-9035020660
Email: murugan.dhavamani@tatacommunications.com
Sandeep Rasse
Head IDC Operations
Mobile: +91-9028010290
Sudheer Yalavarthi
DGM - IDC
Mobile: +91-9246196645
Email: sudheer.yalavarthi@ tatacommunications.com
BANGLORE - KIADB

IDC Shift Engineer - KIADB

Contact: 080-66594928
Email: idc.bng@tatacommunications.com
Murugan Dhavamani
Manager - IDC
Mobile: +91-9035020660
Email: murugan.dhavamani@tatacommunications.com
Sandeep Rasse
Head IDC Operations
Mobile: +91-9028010290
Sudheer Yalavarthi
DGM - IDC
Mobile: +91-9246196645
Email: sudheer.yalavarthi@ tatacommunications.com
Pune

IDC Shift Engineer - Pune

Contact - 020 - 66137251
Email: idc.pune@tatacommunications.com
Kumar Ghodpage
Manager - IDC
Mobile: 9223513453
Email: kumar.ghodpage@tatacommunications.com
Sandeep Rasse
Head IDC Operations
Mobile: +91-9028010290
Vinayak Desai
DGM- IDC
Mobile: + 91 - 9223408621
Anil Gaikwad
Mobile: 9225614291
Ver.n2 Nov 2011
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Escalation Matrix for Customers - IDC Services Cont....

Level 1
Level 2
Level 3
Severity 1(Outage)
Immediate
After 2 Hrs.
After 4 Hrs
After 6 Hrs.
Severity 2(Impaired)
Immediate
After 4 Hrs
After 8 Hrs.
After 12 Hrs.
KOLKATTA
Technical Support Center ]

IDC Shift Engineer -Kolkatta

Contact: 033- 66116692
Email: idc.kolkata@tatacommunications.com
Sudip Samanta
Manager - IDC,
Mobile: 9038077017
Email: sudip.samanta @tatacommunications.com
Sandeep Rasse
Head IDC Operations
Mobile: +91-9028010290
Data Centre Hosted At
Vinayak Desai
Senior Manager,
Mobile: 9223408621
mail: vinayak.desai@ tatacommunications.com

If you do not have login credentials, request you to mail
USA - NEW YORK
USA - SANTA CLARA


Anil Gaikwad
Mobile: 9225614291
Anil Gaikwad
Mobile: 9225614291
Anil Gaikwad
Mobile: 9225614291
Surekha Desai
Mobile: 9223276128
G P Singh
VP & Head Support Operations
Mobile: +91-9223299168
Sandeep Rasse
Head - IDC Operations
Mobile: +91-9028010290
Email: sandeep.rasse@tatacommunications.com
PK Saji
Vice President - Managed Services & DC Operations
Landline: +91-44-66774330
Mobile: +91-9884046388
Email: saji.pk@tatacommunications.com
Surekha Desai
Mobile: 9223276128
G P Singh
Mobile: +91-9223299168
Sandeep Rasse
Mobile: +91-9028010290
UK - HIGHBRIDGE
UK - STRATFORD
UK - LONDON-2
SINGAPORE GS
SINGAPORE TCX





Anil Gaikwad
Mobile: 9225614291
Anil Gaikwad
Mobile: 9225614291
Anil Gaikwad
Mobile: 9225614291
Anil Gaikwad
Mobile: 9225614291
Anil Gaikwad
Mobile: 9225614291
Surekha Desai
Mobile: 9223276128
G P Singh
Mobile: +91-9223299168
Sandeep Rasse
Mobile: +91-9028010290
PK Saji
Landline: +91-44-66774330
Mobile: +91-9884046388
Surekha Desai
Mobile: 9223276128
G P Singh
Mobile: +91-9223299168
Sandeep Rasse
Mobile: +91-9028010290
PK Saji
Landline: +91-44-66774330
Mobile: +91-9884046388
Surekha Desai
Mobile: 9223276128
MUMBAI-BKC
Ver.n2 Nov 2011

IDC Shift Engineer - Delhi

Contact: 011-66505005
Email: idcdel.shift@tatacommunications.com

IDC Shift Engineer BKC

Contact:022-66289536
Email: idc.bkc@tatacommunications.com
G P Singh
Mobile: +91-9223299168
Email:gp.singh@tatacommunications.com
Sandeep Rasse
Mobile: +91-9028010290
PK Saji
Landline: +91-44-66774330
Mobile: +91-9884046388
Surekha Desai
Mobile: 9223276128
G P Singh
Mobile: +91-9223299168
Sandeep Rasse
Mobile: +91-9028010290
PK Saji
Landline: +91-44-66774330
Mobile: +91-9884046388
Email: saji.pk@ tatacommunications.com
Surekha Desai
Mobile: 9223276128
G P Singh
Mobile: +91-9223299168
Sandeep Rasse
Mobile: +91-9028010290
DELHI- GK1
PK Saji
Landline: +91-44-66774330
Mobile: +91-9884046388
Rahul Dhar
Manager - IDC,
Mobile: 9250007743
Email: rahul.dhar@tatacommunications.com
Vinayak Desai
DGM- IDC,
Mobile: + 91 - 9223408621
Anil Gaikwad
Mobile: 9225614291
Sachin Chavan
Manager - IDC
Mobile: 9223339866
Email: sachin.chavan@tatacommunications.com
Vinayak Desai
DGM- IDC
Mobile: + 91 - 9223408621
Anil Gaikwad
Mobile: 9225614291
PK Saji
Landline: +91-44-66774330
Mobile: +91-9884046388
Sandeep Rasse
Head IDC Operations
Mobile: +91-9028010290
Sandeep Rasse
Head IDC Operations
Mobile: +91-9028010290
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Escalation Matrix for Customers InstaCC Services

Level 1
Level 2
Level 3
Level 4
Severity 1
Immediate
After 2 Hrs.
After 4 Hrs.
After 6 Hrs.
After 8 Hrs.
Severity 2
Immediate
After 4 Hrs.
After 8 Hrs.
After 12 Hrs.
After 16 Hrs.
Technical
Support Center
Corporate Helpdesk (numbers in the

"Helpdesk numbers" sheet)
Sultan Mahimi
Manager- Enterprise Voice
Mobile: 9223313666
Email: sultan.mahimi@tatacommunications.com
Ramkumar Kayarat
Operations Lead - InstaCC Services
Mobile: 8793004686
Email: Ramkumar.k@tatacommunications.com
Vijay Agarwal
Head Enterprise Voice Services
Mobile: 9223299170
Email: vijay.agarwal@tatacommunications.com
Neeraj Sonker
(Sr. VP)
Mobile: +91 9223416200
Anil Gaikwad
Mobile: 9225614291
Surekha Desai
Mobile: 9223276128

request you to mail
Ver.n2 Nov 2011
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Escalation Matrix for Enterprise Customers - IPLCCC, Offnet Voice, DID/TFN

Level 1
Level 2
Level 3
Level 4
Level 5
Severity 1
Immediate
After 2 Hrs.
After 4 Hrs.
After 6 Hrs.
After 8 Hrs.
After 12 Hrs.
Severity 2
Immediate
After 4 Hrs.
After 8 Hrs.
After 12 Hrs.
After 16 Hrs.
After 24 Hrs.
Technical
Support
Center

Amol Dhage
Manager - TDM - Voice Services
Mobile: 9223364760
Email: amol.dhage@tatacommunicaions.com
Ritesh Priya
Deputy General Manager
Enterprise IP NOC
Mobile: 9225509867
Landline: 020-66357021
Email:
ritesh.priya@tatacommunications.com
Vijay Agarwal
Mobile: 9223299170
Email:
vijay.agarwal@tatacommunications.com
Neeraj Sonker
(Sr. VP)
Mobile: +91 9223416200
Email:
Manvendra Pathak
IPLCCC (Enterprise Voice)
Mobile: 09158900388
Email:
https://www.tatacare.tatacommunications.com/ manvendra.pathak@tatacommunications.com
Anil Gaikwad
request you to mail
corp.helpdesk@tatacommunications.com Mobile: 9225614291
Ver.n2 Nov 2011
Surekha Desai
Mobile: 9223276128
Email:
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Escalation Matrix for Enterprise Customers - MVoIP, IP Voice Connect

Level 1
Level 2
Level 3
Level 4
Level 5
Severity 1
Immediate
After 1 Hr
After 2 Hrs.
After 4 Hrs.
After 6 Hrs.
After 8 Hrs.
Severity 2
Immediate
After 2 Hr
After 4 Hrs.
After 8 Hrs.
After 12 Hrs.
After 16 Hrs.
Technical
Support
Center

Suresh Sinha
Manager -IP Voice Services
Mobile: 8087002562
Email:
suresh.sinha@tatacommunications.com
Ritesh Priya
Deputy General Manager,
Enterprise IP NOC
Mobile: 9225509867
Landline: 020-66357021
Email:
ritesh.priya@tatacommunications.com
Vijay Agarwal
Mobile: 9223299170
Email:
vijay.agarwal@tatacommunications.com
Neeraj Sonker
(Sr. VP)
Mobile: +91 9223416200
Email:
Bhavesh Modi
Assitant Manager-VOIP
Mobile: +917276076004
Email:
https://www.tatacare.tatacommunications.com/ bhaveshmodi@tatacommunications.com
Anil Gaikwad
request you to mail
corp.helpdesk@tatacommunications.com Mobile: 9225614291
Ver.n2 Nov 2011
Surekha Desai
Mobile: 9223276128
Email:
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Escalation Matrix for Customers Video Connect

Level 1
Level 2
Level 3
Level 4
Severity 1 (Outage)
Immediate
After 1 Hrs.
After 1 Hrs.
After 2 Hrs.
After 4 Hrs.
Severity 2 (Impaired)
Immediate
After 2 Hrs.
After 4 Hrs.
After 8 Hrs.
After 16 Hrs.
Video Connect NOC
Samit Deorukhkar
Manager - Video Connect - NOC operations
Landline: +91-20-6615 3397
Mobile: +91-9223305649
Email: samit.deorukhar@tatacommunications.com
Manoj Kumar Mitra

Deputy General Manager - NOC Operations
Mobile: +91-9223302650
Email: mk.mitra@tatacommunications.com
G. P. Singh
Mobile: +91-9223299168
Neeraj Sonker
Head - Service Assurance & Field Operation (I)
Mobile: +91- 9223416200
Video Connect
Landline: +91-20-66153391/3393
Email: VideoConnectNoc@tatacommunications.com
Ver.n2 Nov 2011
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ESCALATION MATRIX of ADVANCE SERVICE DELIVERY (Managed TelePresence/HDVC/VC)

Ongoing Conference Support
Level
Name
Title
Email
Phone
Conference Producer
Producer On Duty
Barry Sharp
Team Leader Night
bsharp@vnocservice.com
+1 312 646 7620 x2166
Karen Baker
Team Leader Day
kbaker@vnocservice.com
+1 312 646 7620 x2147
Kelly Meyer
Team Leader Day
kmeyer@vnocservice.com
+1 312 646 7620 x2157
Michael Starkey
Manager, Production Operations
mstarkey@vnocservice.com
+1 312 646 7620 x2029
Patricia Paulo
Director of Production and TAC Operations
ppaulo@vnocservice.com
+1 312 646 7620 x2042
Tom Schroeder
Senior VP of Operations
tschroeder@vnocservice.com
+1 312 646 7620 x2107
Email
Phone
+1 312 646 7620 option 1
Scheduling & Reservations

Level
Name
Title
Reservationist
Reservationist On Duty
Frank Malakauskas
Team Leaders
Bridget OBrien
+1 312 646 7620 option 2

fmalakauskas@vnocservice.com
+1 312 646 7620 x2091
bobrien@vnocservice.com
+1 312 646 7620 x2139
Julie Walesyn
Manager, Reservation Services
jwalesyn@vnocservice.com
+1 312 646 7620 x2160
Tom Schroeder
+1 312 646 7620 x2107
Technical Support and Repair

Level
Name
Title
Email
Phone
NOC Technician
NOC
nocstaff@vnocservice.com
+1 312 646 7620, option 3
Craig Waller
Manager, NOC
cwaller@vnocservice.com
+1 312 646 7620 x2146
fguerrero@vnocservice.com
+1 312 646 7620 x2001
08:00 to 20:00 EST

Freddi Guerrero
Manager, NOC
20:00 to 08:00 EST
Brian Stamm
Director, Service Operations
bstamm@vnocservice.com
+1 312 646 7620 x2008
Tom Schroeder
+1 312 646 7620 x2107
Email
Phone
Service On-Boarding & Certifications

Level
Name
Title
Service Delivery
Service Delivery
Rolando Bosque
Manager, TAC
rbosque@vnocservice.com
+1 312 646 7620 x2145
Patricia Paulo
Director of Production and TAC Operations
ppaulo@vnocservice.com
+1 312 646 7620 x2042
Tom Schroeder
+1 312 646 7620 x2107
Ver.n2 Nov 2011
+1 312 646 7620 option 4
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Escalation Matrix for Enterprise Customers

Ver.n2 Nov 2011

Service Update - Escalation Matrix

Escalation Matrix for Customers ILL,VPN IP

Escalation Matrix for Customers

Escalation Matrix for Customers Managed Services

Escalation Matrix for Customers

Escalation Matrix for Customers

Escalation Matrix for Customers mDDos

Escalation Matrix for Customers IDC Services

Escalation Matrix for Customers InstaCC Services

Escalation Matrix for Customers

Escalation Matrix for Customers

Escalation Matrix for Customers Video Connect

Escalation Matrix for Customers

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Technical Support Center numbers

INDIA Toll free number

INTERNATIONAL TOLL FREE NUMBERS

Origin Country Name

001 866 937 8765

Origin Country Name

Origin Country Name

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Escalation Matrix for Customers - ILL,VPN-IP

"Corporate Helpdesk (numbers in the

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Escalation Matrix for Customers - MIPL, NPLC, IPLC, DGE TDM

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Escalation Matrix for Customers - Managed Services

Technical Support Center

Duty Manager - MSOC

For instant Ticket booking,

If you do not have login credentials,

Technical Support Center

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Escalation Matrix for Customers Managed Authentication

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Escalation Matrix for Customers Managed Firewall / IDPS / VUTM - SSOC

Technical Support Center

SSOC help desk

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Technical Support Center

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Escalation Matrix for Customers mDDos

Technical Support Center ( Refer

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