Business POCs List
| L0 Issue | L1 Issue | Things to take care of | L1 POC | L2 POC | L3 POC | |
| Basic Escalations | Tickets / Refunds / Bugs / Out of Warranty Concerns | discuss with poc over all | Towheed | Deepak Soni | Shikshit Gope | |
| SparePart Confirmation |
If any cx/px asks for any sparepart requirement during the installation visit, kindly raise a workflow on slack and tag the L1 POC's. | Tarun dhigra/Towheed | Deepak mehra/Shivam Diwakar / Deepak soni | Shivangam/Shikshit Gope | ||
Logistics |
Machine delivery related | Tag l1 POC and take 24 hour from cx . if no revert or cx is not aligned with resolution given by l1 POC then tag l2 POC and take 2 hour from cx if no revert in 2 hour tag l3 POC and take 24 hours |
Ankit Pathak | Rishabh pandey / Deepak soni / pulkit sihag |
Shivangam/Shikshit Gope |
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| Return / Replacement Pickups | Sharvan Negi | |||||
| Spare Part Deliveries | Rohit Singh Bhist | |||||
| Other Delivery-Related Escalations | Rohit Singh Bhist | |||||
IOT Issue |
IOT Wrong Data | Tag l1 POC and take 24 hour from cx . if no revert or cx is not aligned with resoplution given by l1 POC then tag l2 POC and take 2 hour from cx if no revert in 2 hour tag l3 POC and take 24 hours |
Rakesh1 | Ayush Agarwal/ Ali Parker |
Shivangam//shikshit gope |
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| IOT not connecting | Mandatory Details Kindly confirm the below details from cx along with the error screenshots What IOT issue: User ID : Request ID : Platform : Android / IOS : OS version : Customer Mobile Brand and Model: Wifi Provider Name: |
Pranav Siddharth Sreekanthan/Aditi Jain | ||||
Partner Ops Slot and Behaviour Partner ops ( NR ( no response / No show ) irrespective to revisit and installation to all cities |
Bengaluru, Agra, Kanpur, Patna,Varanasi, Prayagraj, Jamshedpur, Surat, Vadodara, Jaipur, Kota |
Tag l1 POC and take 1 hour from cx . if no revert or cx is not aligned with resoplution given by l1 POC then proceed with new booking// if cx adamant and no resolution then tag l2 POC and take 2 hour from cx if no revert in 2 hour tag l3 POC and take 24 hours |
Vikash sinha | Aditya/ Harsh Pundir / Deepak soni |
Shivangam Malhotra / shikshit gope |
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| Hyderabad, Vizag, Vijaywada, Guntur, Rajamundry, Warangal |
Hemanth | |||||
| Mumbai,Pune, Nagpur, Nashik, Indore, Bhopal, Jabalpur,Gawalior, Chandirgarh,Karnal, Dehradun, Ludhiana, Panipat |
Nimisha | |||||
| Chennai, Madurai, Trivandrum,Kochi, Mysore |
akash chander | |||||
Kolkata, Delhi, lucknow,Ahemdabad, Bhubhaneshwar, Guwahati |
Koyel Srakar |
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| Sterling cities | Tulip Pan | |||||
| Partner Ops | Sharp | Take 24 hours form cx tag l1 poc if no revert or cx is not aligned with l1 POC then tag L2 poc and tke 2 hour from cx if no revert with 2 hour tag l3 poc and take 24 hours from cx | Towheed | sudhir/Shivangam Malhotra/ Deepak soni | Shikshit Gope | |
Sterlin Cases Poc-
For South - Eega Sandeep and Pushpa Sharma
@Eega Sandeep Reddy @Pushpa Sharma
For North - Sonu Deswal and Mahesh Chand
@Sonu Deshwal @Mahesh Chand
Odisha and Bihar - Abhishek Yadav
@Abhishek Yadav