|
24x7
Help Desk
For any type of problem (Radio,
Satellite, Fiber and IP) customers are requested to lodge their
complaint preferably on email: noc@kol.stpi.in
and get Trouble Ticket No. from STPI KOLKATA, Help Desk operating round
the clock.
|
Contact Person
|
:
|
Shift-in-charge
|
|
Telephone No
|
:
|
033-23673798/99 (Kolkata)
03222-234436 (Kharagpur)
0353-3290369/368 (Siliguri)
0343-3291812 (Durgapur)
03224-321688/86 (Haldia)
|
|
Fax. No
|
:
|
23673597 (Kolkata Office)
|
|
Email
|
:
|
noc@kol.stpi.in
|
STPI has setup its own gateway and a
24/7 state of the art Network Operations Center (NOC) for
continuous monitoring of Softnet services
and deliver the committed service uptime of 99.9%.
Features
of NOC
 Round the clock support
Calls are handled directly by the engineers
Single contact for all outage calls
Contact over mobile is available in case of
emergency
Escalations are built into fault monitoring
system
Fault
Resolution
Customer can log an outage call either
through telephone or mail.
As soon as the customer calls, a trouble
ticket is generated by the FRMS. The customer is given a
Trouble Ticket No. and all his contacts are
entered in this ticket by the duty technician
After the ticket is generated duty
technician starts working on the trouble call based on the
inputs provided by the customer.
All efforts are made to resolve the problem
from NOC, if a field visit is necessary the ticket is handed over
to maintenance technician who is available in the field
Maintenance technician visits the customer
site and resolves the problem
Once the problem is resolved, same is
informed to NOC and the ticket is updated. After confirmation by
customer on link status the ticket is closed. On request,
confirmation is mailed across to the customer immediately
Escalation Chart
|
Level 1
|
|
Kolkata
Kharagpur
Siliguri
Durgapur
Haldia
|
|
033-23673799
03222-234436
0353-3290369
0343-3291812
03224-321688
|
|
Level 2
|
|
After 30
Minutes :Contact our Technical Team (Kolkata)
|
|
Mr. Kaushik Das
Mr. Rajat Kanti
Das
Mr. Debjit Banik
Mr. Animesh Anand
Rai
|
|
|
|
After 30
Minutes : Contact our Technical Team (Durgapur)
|
|
Mr. Debasis
Mohapatra
|
|
|
|
After 30
Minutes :Contact our Technical Team (Siliguri)
|
|
Mr. Soumya.
Prakash Sahoo
|
|
|
|
After 30
Minutes :Contact our Technical Team (Haldia)
|
|
Mr. Jyotirmoy Sengupta
Mr. Simanchal Behara
|
|
|
|
After 30
Minutes :Contact our Technical Team (Kharagpur)
|
|
Mr. Abhijit Chowdhury
|
|
|
|
Level 3
|
|
After 02
Hour : Contact our Technical Head (NOC In-Charge)
|
|
Mr. Rajib Das
(Asst. Director)
|
|
|
|
Level 4
|
|
After 06
Hour : Contact
|
|
Mr. Manjit Nayak
(Officer In Charge)
|
|
|
|
