| ATTAC - A&T Technical Assistance Center |
| ALL A&T and its OEM PRODUCTS CARRY 3 Years STANDARD WARRANTY |
| CUSTOMER SERVICE ESCALATION MATRIX |
FREE LIFETIME TELEPHONIC / VIDEO SUPPORT |
| Sl No |
Support Actions |
Product / Solution is under warranty |
|
Product / Solution is not under warranty or If the call is for ON CALL support |
| |
SERVICE OFFERING |
STANDARD |
PREMIUM |
|
| |
|
|
* Service Charges Applicable * Applicable only till 3 years warranty period |
|
| 1 |
Customer registers complaint to Support Center at HO |
Through email: [email protected] |
Through email: [email protected] |
Through email: [email protected] / Phone call / WhatsApp |
| 2 |
BASIC SUPPORT |
12 x 7 Telephone / Email support / 8 x 5 Video Call support |
12 x 7 Telephone / Email support / 8 X 5 Video Call support |
12 x 7 Telephone / Email support / 8 X 5 Video Call support |
| 3 |
Complaints Redressal Mechanism |
Automatic Ticket Management System |
Automatic Ticket Management System |
Automatic Ticket Management System |
| 4 |
First Response Time |
within 180 mts |
within 180 mts |
within 180 mts |
| 5 |
Head - Customer Service (Level 3) allocates tickets to A&T Customer Support Engineers (Level 2) |
Partners Support Engineer L1 coordinates with L2 and tries to solve |
Partners Support Engineer L1 coordinates with L2 and tries to solve |
Partners Support Engineer L1 coordinates with L2 and tries to solve |
| If Not solved |
| 6 |
LEVEL 2 – A&T Customer Support Engineer Trouble shoots remotely to find the problem and resolve |
First Response by Remote login, Phone call, email,video call |
First Response by Remote login, Phone call, email,video call |
First Response by Remote login, Phone call, email |
| 7 |
If diagnosed software issues |
Software Support Remotely Done by A&T |
Software Support Remotely Done by A&T |
1. A&T Sales Sends quotation for services required - on call support charges for diagnosis & troubleshooting
2. Customer confirms and places services PO on partner or A&T
3. ATTAC supports remotely. |
| 8 |
If problem needs onsite support |
L2 informs partner to depute a Partners Trained Support Engineer L 1 – for onsite visit |
L2 informs partner to depute a Partners Trained Support Engineer L 1 – for onsite visit |
L2 informs partner to depute a Partners Trained Support Engineer L 1 – for onsite visit |
| 9 |
if diagnosed as hardware problem Reported within 7 days after receipt of the product - DoA |
1. Partner coordinates with End User for replacement and Partner Picks up the defective unit from customer site
A&T Picksup Defective material
2. Partner submits the DoA form, ships it to ATTAC and sends shipment proof
3. ATTAC sends replacement unit to the partner on the same day |
1. Partner coordinates with End User for replacement and Partner Picks up the defective device from customer site
2. Partner ships it to ATTAC and sends shipment proof
3. ATTAC sends replaement unit to the partner on the same day |
NA |
| 10 |
if diagnosed as hardware problem and Reported after 7 days |
1. Partner coordinates with End User and Partner Picks up the defective unit from customer site
2. Partner ships it to ATTAC at partner cost and sends shipment proof.
3. For A&T products, ATTAC repairs and ships back the repaired unit within 5 working days at A&T Cost to partner.
4. For others, ATTAC ships a RMA repaired unit within 30 working days at A&T Cost to partner |
1. ATTAC coordinates with partner / End user and reverse picks up the defective unit from customer site at A&T Cost.
2. ATTAC repairs and ships back the repaired unit within 1 working day at A&T Cost to end user.
3. If not repairable, ATTAC ships a standby unit to end user within 2 working days of receipt of the defective unit.
4. For A&T products, ATTAC repairs and ships back the repaired unit within 5 working days at A&T Cost to partner.
5. For others, ATTAC ships a RMA repaired unit within 30 working days at A&T Cost to partner
6. ATTAC takes back standby and reverse picks up the standby |
1. Partner coordinates with End User
2. Partner / Customer ships the defective unit to ATTAC at Partner / customer cost and sends shipment proof.
3. A&T Sales communicates estimated repair charges (Upto 5 years of purchase ) OR sends quote for a new updated product model.
4. Partner / Customer approves for repair or new buy.
5. For A&T products, ATTAC repairs and ships back the repaired unit within 5 working days at A&T Cost to partner.
6. For others, ATTAC ships a RMA repaired unit within 30 working days at A&T Cost to partner
|
| 11 |
Repair Cost |
Free |
Free |
CHARGES APPLY |
| 12 |
Notes |
All services are for Products only. Labour and other services provided as part of the project are not included. |
All services are for Products only. Labour and other services provided as part of the project are not included. |
All services are for Products only. Labour and other services provided as part of the project are not included. |
| STILL NOT RESOLVED |
| Problem scaled to Level 3 - Head – Quality Standards & Customer service |
| If problem still not resolved, please send mail to [email protected] for direct MD’s intervention |
| For additional warranty and support services for specific Government projects and/or Bulk Quantity projects, please contact us [email protected] |
