PROCESS FLOW PROVIDED IN THE
FOLLOWING DIAGRAM. WHENEVER A NETWORK ELEMENT/SOFTWARE LEVEL FAULT IS REPORTED
IN THE BROADBAND ACCESS RELIANCE NETWORK, RELIANCE'S TRAINED PERSONNEL SHALL TRY
TO RESOLVE THE SAME BASED ON THE STANDARD DOCUMENTATION AND MAINTENANCE
PROCEDURE PROVIDED TO THEM BY THE VENDOR.
5.4.2
IF THE FAULT CANNOT BE RESOLVED BY
RELIANCE'S REPRESENTATIVE PURSUANT TO THE ABOVE PROCESS PRESCRIBED IN THE
DOCUMENTATION FOR OPERATION AND MAINTENANCE, THEN HE/SHE SHALL INFORM THE NOC OF
RELIANCE IMMEDIATELY. AUTHORISED REPRESENTATIVE AT THE NOC OF RELIANCE SHALL
IMMEDIATELY GET IN TOUCH WITH THE HELP DESK OF THE VENDOR AND ALSO RAISE
RELIANCE SERVICE REQUEST (CSR)/CASE AS SPECIFIED IN SCHEDULE A WHICH SHALL
SPECIFICALLY MENTION THE TROUBLE / FAULT OBSERVED AND THE EFFORTS TAKEN TO
CORRECT THE SAME. THE CSR SHALL ALSO SPECIFY THE DETAILS OF THE PRODUCTS AND OR
PART THEREOF AND OTHER DETAILS AS NECESSARY TO ENSURE THE LOCAL SUPPORT
REPRESENTATIVE ('LSR'), LOCATED AT MUMBAI SUPPORT CENTRE, UNDERSTANDS THE
PROBLEM IN LINE WITH THE RELIANCE'S REPRESENTATIVE. THE
6
LSR INITIATES THE ACTION FOR RESOLVING THE PROBLEMS AND ALSO IN PARALLEL FOLLOW
THE ESCALATION LEVELS INDICATED BELOW:
RELIANCE SITE PERSONNEL
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RELIANCE (NOC)
OR PERSONNEL
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VENDOR'S LOCAL SUPPORT CENTRE (LSC)
VIA - PHONE /IN PERSON
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VENDOR'S GLOBAL SUPPORT TEAM
(GST) VIA - PHONE /IN PERSON
5.4.3
THIS CSR SHALL BE FIRST COMMUNICATED THROUGH
TELEPHONE, WEB-BASED INTIMATION OR EMAILING THE CSR TO THE VENDOR'S IN-COUNTRY
SUPPORT OFFICE ('LSC'). THIS LSC WHEN REQUIRED SHALL DEPUTE THEIR REPRESENTATIVE
(LSR) AT THE NETWORK LOCATION. THE LSC SHALL PROVIDE DIRECT SUPPORT TO THE
RELIANCE THROUGH THE FIELD SUPPORT OFFICE LOCATED WITHIN THE AREA WHERE THE
PRODUCTS ARE INSTALLED. SUCH SUPPORT SHALL BE EXTENDED EITHER BY PHONE, EMAIL OR
IN PERSON AS MAY BE MUTUALLY AGREED, DEPENDING ON THE NATURE AND SEVERITY OF THE
PROBLEMS.
5.4.4
LSR SHALL ENSURE THE TIMELY RESPONSE AGAINST
THE CSR RAISED AND RESOLVE THE PROBLEM AS PER THE SERVICE LEVEL/PERFORMANCE
CRITERIA SPECIFIED HEREUNDER. WHILE TAKING ACTION FOR RESOLVING THE PROBLEM, LSC
ALSO KEEPS THEIR GLOBAL SUPPORT TEAM ('GST') INFORMED ABOUT THE PROBLEMS SO THAT
THEY ARE ON ALERT AND MONITOR THE SITUATION ON CONTINUOUS BASIS TO ENSURE
EARLIEST RESOLUTION. ALL INSTRUCTIONS AND TECHNICAL ASSISTANCE ARE PROVIDED BY
LSC. IN THE EVENT OF LSR FAIL TO SOLVE THE PROBLEM, THE LSC SHALL ENSURE THE
DEPUTATION OF SUITABLY QUALIFIED PERSONNEL TO THE NETWORK LOCATIONS OR ARRANGE
FOR NECESSARY CORRECTIVE ACTION WITHIN THE TIME-BOUND SCHEDULE (AS PER THE
SERVICE LEVELS/PERFORMANCE CRITERIA).
5.4.5
IN THE EVENT OF LSC IS NOT ABLE TO SOLVE THE
PROBLEM THE SAME SHALL BE ESCALATED TO THE GST SIMULTANEOUSLY TO ENSURE FURTHER
ACTION TO BE TAKEN IN THIS REGARD. IT IS CONSIDERED THAT THIS FINAL ESCALATION
MEANS TO THE VENDOR THAT THE PROBLEMS ENCOUNTERED IS VERY SEVERE AND THE SAME
SHALL BE RESOLVED ON EMERGENCY BASIS. IT IS CONSIDERED THAT THE PERSONNEL AT GST
LEVEL ARE HIGHLY QUALIFIED AND EXPERIENCED PERSONNEL PROVIDED WITH ALL RESOURCES
AND TO BE ABLE TO ANALYSE THE PROBLEM IN DEPTH IN A DEDICATED MANNER AND