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Escalation Process

This document outlines the escalation process for technical, trading balance, and PIN/recharge issues at MyOxigen. For technical or trading balance queries, users can contact the technical helpdesk by phone from 9:30am to 8pm daily or via email. The SLA for call or email response is 1 hour. For PIN/recharge issues, the helpdesk phone number is provided from 9am to 9pm daily and emails can be sent with an SLA of 1 hour response. There are 3 levels of escalation contacts provided in case issues are not resolved at the initial level.

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vishal patel
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229 views1 page

Escalation Process

This document outlines the escalation process for technical, trading balance, and PIN/recharge issues at MyOxigen. For technical or trading balance queries, users can contact the technical helpdesk by phone from 9:30am to 8pm daily or via email. The SLA for call or email response is 1 hour. For PIN/recharge issues, the helpdesk phone number is provided from 9am to 9pm daily and emails can be sent with an SLA of 1 hour response. There are 3 levels of escalation contacts provided in case issues are not resolved at the initial level.

Uploaded by

vishal patel
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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Escalation Process 1.

Technical / Trading Balance (TB) related queries : Technical Helpdesk for queries related to: Machine not working Transactions not happening Error in Com Server Network Invalid port no USB not recognised No host No Response Oxigen Connect Installation, Training, Queries a. b. c. Helpline no - 0124 -2876001 - functional from 9:30 am to 8:00 pm all days. Sunday 9:30 am to 6:30 pm SMS - Send POS to 9870 888 888 SLA - call back within 1 hr. E mail ID - [email protected] , and mark cc to [email protected] , [email protected] SLA call back within 1 hr Subject line should be Store Name City and Must provide below mention details in mail. Store Code Contact Person Contact Number Alternate Number Problem type e.g. Terminal not working

2.

PIN or Recharge related issue a) Transaction successful but balance not transferred Under Process Transactions Recharge reversals Transaction Halted Any other query

Helpdesk no - 0124 3250990 9:00 am to 9:00 pm all days

b) Email ID - [email protected] and cc to [email protected] SLA Call back within 1 hr

O2 Portal - Alternately users can Log all Complaint in O2 portal www.o2.oximall.com SLA Call back within 1 hr. Escalation Level -1: Name Shailendra Rathour Designation Executive Cell no 9999661206 Email Id [email protected]

Escalation Level -2:

Name Inderjeet Sharma Escalation Level -3:

Designation Executive

Cell no 9211124718

Email Id [email protected]

Name Rubina Chadha

Designation VP

Cell no 9999778697

Email Id [email protected]

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