Gateway Perimeter Security Escalation Matrix |

Hitachi Systems Microclinic Pvt. Ltd. is your focal point of contact for post sales technical and networkrelated questions and issues on Security Gateway products 24x7x365
Gateway, Perimeter Security
Level 1

Services Cocoordinator

Level 2

Sunil Mishra

Level 3

Ravi
Trigunayat

Level 4

Nimit Puvar

Services Cocoordinator
Sr. Technical
Engineer
Technical Security
Regional Manager
Services

8x6

022 4255
5971

services_coordinator@ hitachisystems-mc.com

24 x 7

8511113756

Sunil.mishra@hitachi-systemsmc.com

24 x 7

8511114138

ravit@hitachi-systems-mc.com

Enterprise Account
Manager

24 X 7

8511116201

nimit.puvar@hitachi-systemsmc.com

Note: - We request customer to kindly note that without MCSIPL Case ID support request wont be
accepted via telephone / email (preferred in subject line) by any Support Engineers, customer should
provide the MCSIPL Case ID to the respective Support Engineer before proceeding with the service for
smooth delivery of support.
Please choose the correct priority for the optimized handling of the case.
Priority 1 (P1): An existing network is down or there is a critical impact to your business operations.
Priority 2 (P2): Operation of an existing network is severely degraded, or significant aspects of your
business operation are negatively impacted by inadequate performance of Security Gateway products.
Priority 3 (P3): Operational performance of the network is impaired while most business operations
remain functional.
Priority 4 (P4): You require information or assistance on Security Gateway product capabilities,
installation, or configuration. There is clearly little or no impact to your business operation.

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Gateway Perimeter Security Escalation Matrix |

Checkpoint Case Login and Escalation
Login to track your existing support requests. If you have not created a ticket yet then you would need
to register (http://support.qos.co.in/register) or create a new ticket (http://support.qos.co.in/new).
Please report a P1 or P2 incident via phone for a quicker action.
Contact Us: +91-80-3003-6906. Alternate: +91-80-65683959/+91-80-65702667/+91-80-69000433

Juniper Case Login and Escalation

Non-urgent Technical Cases
Cases can be opened on the Web using the Case Manager tool under the CsC: www.juniper.net/cm.
This option should be used for any technical inquiry or product problem, including RMAs. You must enter
some information regarding your product and the problem you are reporting. After entering the
appropriate information, select Create a Case to open up a case with JTAC. The case is routed directly
to a Technical support engineer (Tse).
Case examples include:

defect (bug) reporting

RMA processing

Configuration assistance

Standard network troubleshooting

Urgent Problem Reporting
The next level of problem reporting into JTAC is priority problem reporting. Use this process if you have a
network down or network impaired situation.
Telephone: +1-888-314-JTAC (U.s., Canada, and Mexico)
Telephone: +1-408-745-9500 (international Outside of U.s., Canada, and Mexico)
Specific international regional TAC phone numbers and contact numbers for international support on all
products can be found at: www.juniper.net/support/support_contacts.html.
For non-english speaking customers, JTAC has access to translation services to help facilitate
communication.
Escalation of JTAC Cases
If for any reason you are not satisfied with the progress of your case, you can escalate the case at any
time.
Escalating a Case through Case Manager if you feel that your case isnt progressing as required, you can
request an escalation of your case via Case Manager at: www. juniper.net/cm.
Click through to the Case details of the case in question and click on the escalate this case link.

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