SITE ENGINEERS - PROCESS FLOW

1. Your supervisor Surya will provide Support Ticket Number, Site to visit and Service
request information. Without a Support Ticket number, no expenses will be
supported.

2. Update the Ticket at the time that you start travel in FreshDesk (using Step 2 canned
response template).

3. As soon as you reach the site, log-in on the Jibble App. This is a mandatory step, and
not doing this is a violation.

Note : A correct entry in Jibble is when you take your Selfie with all the PPE on
(mask, helmet etc..) - your location setting has to be on.

4. Update the Ticket at the time that you reach the site in FreshDesk (using Step 3
canned response template).

5. Once you start the troubleshooting and resolution process - be in constant touch with
Kamalanathan and clear the issue.

6. Collect video/photo evidence as needed and send it to Kamalanathan if any

clarification is needed. If any part replacement needs to be done, share video/photo
evidence with Kamalanathan and get written approval prior to the part replacement.

7. If the client representatives ask for signature in any documents, send a picture of
the document to Kamalanathan (through WhatsApp/Email) and get written approval
before providing your signature.

8. Before leaving the site, talk to Kamalanathan and get his approval to leave the site.

9. During the entire course of the day, the escalation matrix is as follows:

● Level – 1: Kamalanathan
● Level – 2: Upendar
● Level – 3: Bhaskar
● Level – 4: Sai Leelesh

If anyone from any level doesn’t respond, you have to wait for 5 minutes and then
talk to the person in the next level.

For example, if you call Kamalanathan and he doesn’t respond in 5 minutes, call
Upendar. If Upendar doesn’t respond in the next 5 minutes, call Bhaskar. If Bhaskar
is not responding in the next 5 minutes, call Sai Leelesh.

DO NOT LEAVE SITE WITHOUT PERMISSION FROM NX TEAM.

10. Maintain a log of all the calls/messages with the NX team and update in the evening
to Surya. This should also include the person(s) that you communicated with and if
escalation was needed, including waiting times.

11. Update the Ticket at the time that you complete the job and leave the site in
FreshDesk (using Step 4 canned response template).
12. Attend the Daily Call at 5.30pm IST that will be initiated by Kamalanathan.

13. For any leave requests, you need to get prior written approval from Kamalanathan
before applying through the Request Leave form.