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  • External Escalation Matrix - 2021

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    This document provides contact and escalation information for Dell India services. It lists phone numbers, email addresses, and escalation contacts for technical support of various Dell products including OptiPlex, Latitude, servers, storage, and networking. It also provides customer care contact information for home users, small/medium businesses, and commercial and large enterprise customers. Finally, it includes contact information for field services, parts status, and engineering visits.

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    External Escalation Matrix _2021

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    This document provides contact and escalation information for Dell India services. It lists phone numbers, email addresses, and escalation contacts for technical support of various Dell products including OptiPlex, Latitude, servers, storage, and networking. It also provides customer care contact information for home users, small/medium businesses, and commercial and large enterprise customers. Finally, it includes contact information for field services, parts status, and engineering visits.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    39 views1 page

    External Escalation Matrix - 2021

    Uploaded by

    sree
    This document provides contact and escalation information for Dell India services. It lists phone numbers, email addresses, and escalation contacts for technical support of various Dell products including OptiPlex, Latitude, servers, storage, and networking. It also provides customer care contact information for home users, small/medium businesses, and commercial and large enterprise customers. Finally, it includes contact information for field services, parts status, and engineering visits.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
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    of 1

    INDIA SERVICES - CONTACT & ESCALATION MATRIX

    TECHNICAL SUPPORT how to reach


    https://www.dell.com/support/kbdoc/en-in/000175653/contact-support-knowledge-base
    Phone, Email , Chat , Social media

    CLIENT TECHNICAL SUPPORT CONTACT & ESCALATION MATRIX


    Products
    Toll Lines
    Escalations Support
    HOURS OF OPERATION TOLL FREE LINES
    (For Non-BSNL & Mobile phones) 1st level 2nd Level
    (Voice / E- support)
    CLIENT - CORE SUPPORT
    Mon - Fri 9:00AM - 6:00 PM 1800-425-8045 080-2510-8037 Client Core Escalations Client Core Escalations
    OPTIPLEX- LATITUDE
    CLIENT - PRO SUPPORT (24 X7 )
    OPTIPLEX- LATITUDE- WORKSTATION-VOSTRO-
    TABLETS
    1800 425 2069 080-2510-8072 PRO Client Escalations Ray, Saikat

    ENTERPRISE TECHNICAL SUPPORT CONTACT & ESCALATION MATRIX


    ENTERPRISE -SERVER Core Server ENT-CORE SERVER :
    CORE SUPPORT Escalations India_Support_Server@Dell.com
    COMMERCIAL

    Mon - Fri
    1800 425 9052 080-2510-7910
    ENTERPRISE STORGE 9:00AM - 6:00 PM Storage STORAGE ESCALATIONS:
    CORE SUPPORT Escalations India_Gold_PowerVault@dell.com
    support India_Gold_Dell_EMC@dell.com
    PRO STORAGE
    India_STG_CML@Dell.com
    Pro Server PRO SERVER ESCALATIONS
    PRO SERVER
    Escalations Support India_Gold_PowerEdge@dell.com

    PRO SUPPORT PLUS (PSP)


    24 X 7 1800 425 2070 080-2510-8071 PSP Pro Suoport Plus (PSP) ESCALATIONS ENT Resolution
    Escalations Support India_PSP_server@dell.com

    NETWORKING Networking ESCALATIONS :


    Manager
    Networking
    Escalations Support India_Gold_PowerConnect@Dell.com

    CUSTOMER CARE CONTACT & ESCALATION MATRIX


    https://www.dell.com/support/contents/en-in/article/contact-
    Grievances / Disputes
    CUSTOMER CARE

    information/dispute_resolution.
    Home Users - SMALL & Monday – Friday
    MEDIUM BUSINESS 9:00 AM - 6:00 PM 1 800 425 0088
    Escalation
    india_csb_care@dell.com
    COMMERCIAL - G500 - Mailbox
    Monday – Friday
    LARGE ENTERPRISE -
    9:00 AM - 6:00 PM 1 800 425 4051 india_care_rel@dell.com
    PUBLIC

    FIELD SERVICES - DELL ENGG ONSITE - CARRY-IN SUPPORT - LOGISTICS -PART STATUS ESCALATION MATRIX
    FIELD OPS

    Home Users - SMALL &


    MEDIUM BUSINESS - Monday – Friday 1 800 425 0088 - Mail to : for Parts/ Engg Delay
    COMMERCIAL - G500 - 9:00 AM - 6:00 p m CHOOSE OPTION 2 FOR PARTS & ENGG VISIT Dell_OPS@Dell.com
    LARGE ENTERPRISE -
    NOTE : We do not having any individual E-Mail ID , Please use the above email ID's for any escalation.
    These mailbox are monitored regularly, and the issue are addressed as per SLA.

    Dell - Internal Use - Confidential


    # Internal Use - Confidential

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