hsmcpl escalation matrix
DESCRIPTION
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Gateway Perimeter Security Escalation Matrix |
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Hitachi Systems Microclinic Pvt. Ltd. is your focal point of contact for post sales technical and network-related questions and issues on Security Gateway products 24x7x365
Note: - We request customer to kindly note that without MCSIPL Case ID support request wont be accepted via telephone / email (preferred in subject line) by any Support Engineers, customer should provide the MCSIPL Case ID to the respective Support Engineer before proceeding with the service for smooth delivery of support. Please choose the correct priority for the optimized handling of the case. Priority 1 (P1): An existing network is down or there is a critical impact to your business operations. Priority 2 (P2): Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively impacted by inadequate performance of Security Gateway products. Priority 3 (P3): Operational performance of the network is impaired while most business operations remain functional. Priority 4 (P4): You require information or assistance on Security Gateway product capabilities, installation, or configuration. There is clearly little or no impact to your business operation.
Gateway, Perimeter Security
Level 1 Services Co-coordinator
Services Co-coordinator
8 x 6 022 4255
5971 services_coordinator@ hitachi-
systems-mc.com
Level 2 Sunil Mishra Sr. Technical Engineer
Technical Security 24 x 7 8511113756
Level 3 Ravi
Trigunayat Regional Manager
Services 24 x 7 8511114138 [email protected]
Level 4 Nimit Puvar Enterprise Account
Manager 24 X 7 8511116201
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Gateway Perimeter Security Escalation Matrix |
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Checkpoint Case Login and Escalation Login to track your existing support requests. If you have not created a ticket yet then you would need
to register (http://support.qos.co.in/register) or create a new ticket (http://support.qos.co.in/new). Please report a P1 or P2 incident via phone for a quicker action. Contact Us: +91-80-3003-6906. Alternate: +91-80-65683959/+91-80-65702667/+91-80-69000433
Juniper Case Login and Escalation Non-urgent Technical Cases Cases can be opened on the Web using the Case Manager tool under the CsC: www.juniper.net/cm. This option should be used for any technical inquiry or product problem, including RMAs. You must enter some information regarding your product and the problem you are reporting. After entering the appropriate information, select Create a Case to open up a case with JTAC. The case is routed directly to a Technical support engineer (Tse). Case examples include: defect (bug) reporting RMA processing Configuration assistance Standard network troubleshooting Urgent Problem Reporting The next level of problem reporting into JTAC is priority problem reporting. Use this process if you have a network down or network impaired situation. Telephone: +1-888-314-JTAC (U.s., Canada, and Mexico) Telephone: +1-408-745-9500 (international Outside of U.s., Canada, and Mexico) Specific international regional TAC phone numbers and contact numbers for international support on all products can be found at: www.juniper.net/support/support_contacts.html. For non-english speaking customers, JTAC has access to translation services to help facilitate communication. Escalation of JTAC Cases If for any reason you are not satisfied with the progress of your case, you can escalate the case at any time. Escalating a Case through Case Manager if you feel that your case isnt progressing as required, you can request an escalation of your case via Case Manager at: www. juniper.net/cm. Click through to the Case details of the case in question and click on the escalate this case link.