Technical escalations

business,
of
priority
regards
Technical
User

responses,
of
priority
regards
Technical
User
business, impact,
of
priority incident,
regards to
Technical Escalation
User needs

responses,etc.
of progress,
priority incident,
regards to
Technical Escalation
User needs
High

Low
High Priority

Low Priority
Business
Business Hours
progress, updates,
progress,

needs to

needs to
progress,

Priority Incident
Priority Incident
Escalation

Escalation
incident, such

Escalation

incident, such

Escalation
impact, etc.

to aa Medium/Low
to aa Critical/High

etc.
24/7
24/7
Escalation with

Escalation with
updates, delayed

Hours Only
to perform

to perform
Medium/Low
etc.

such as

such as
Critical/High

Incident
Incident
perform aa

perform aa
increased
increased

Only
delayed
as lack

as lack
with

with
lack

lack
Contact SDT Operations Service Desk, provide Contact SDT Operations Service Desk, provide
reasons for escalation and incident number reasons for escalation and incident number

1st level - Service Desk 1st level - Service Desk

ECN 889 99400 ECN 889 99400
Mobile +91 9953 7423 68 Mobile +91 9953 7423 68
Landline +91 120 456 6224 Landline +91 120 456 6224

Pakistan Users: ECN : 887 77899

Pakistan Users: ECN : 887 77899 EXTERNAL: 86 298 2688899+86 186
EXTERNAL: 86 298 2688899+86 186 29508531
29508531
If cannot resolve, contact applicable AOM or
If cannot resolve, contact Incident Manager DM

2nd level – Incident Manager 2nd level – AOM/DM

If cannot resolve, contact Delivery Platform
ECN 889 99196 Operations Manager
Mobile +91 8447 640207
Landline +91 120 302 9147 3rd level – Operation Manager

Vishal Jain: +91 9560 8990 44

3rd level – Escalation Manager

Contact number : +91 8376 8154 93 If cannot resolve, contact Head of SDT
Operations
If cannot resolve, contact Delivery Platform
Operations Manager 4th level – Head of Operations

4th level – Operation Manager Anders Hult:  +46 107 139 959

Vishal Jain: +91 9560 8990 44 If cannot resolve, contact Head of SDT

If cannot resolve, contact Head of SDT 5th level – Head of SDT

Operations
Jonas Åkeson:   +46 107 170 206
5 level – Head of Operations
th

(Final level of escalation)

Anders Hult:  +46 107 139 959

If cannot resolve, contact Head of SDT

6th level – Head of SDT

Jonas Åkeson:   +46 107 170 206

(Final level of escalation)
 Management
escalations
working,
professionalism,
performance,
such
non
User
working, etc
professionalism, ways
performance,
such
non technical
User wants

Non-Technical
Non-Technical
technical concerns
wants to

Escalation
Escalation
as
as
etc..

24/7
24/7
to escalate
Operations
Operations
concerns
ways of

escalate
of

Contact SDT Service Desk to obtain the

Application Operations Manager (AOM)
responsible for the Delivery Platform/Application
or tool

ECN 889 99400

Mobile +91 9953 7423 68
Landline +91 120 456 6224

Pakistan Users: ECN : 887 77899

EXTERNAL: 86 298 2688899+86 186
29508531

1st level – AOM/DM

If cannot resolve, contact Delivery Platform
Operations Manager

2nd level – Operation Manager

Vishal Jain: +91 9560 8990 44

If cannot resolve, contact Head of SDT

Operations

3rd level – Head of SDT Operations

Anders Hult:  +46 107 139 959

If cannot resolve, contact Head of SDT

4th level – Head of SDT

Jonas Åkeson:   +46 107 170 206

(Final level of escalation)