Escalation Matrix for email

As customer is most important to us, we completely focused towards the first-attitude bore by the customer. Apart from that, we also maintain a standard level of transparency and ethics in running all the business activities to avoid misunderstanding.

We make sure that the customers query are attended first and we can solve the same to the earliest and reduce trouble for them & for this we have unlock every means of communication to reach our supreme customers. Our main objective is to suffice the customer by giving personalize service & make them pleased.

If at all customer is facing any query or complain, they can always write us or email on / Also we have made provision for online support on our website Online Support. Customer can also follow below mentioned escalation matrix for fastest resolution of query.

Escalation Matrix

Levels & Hours

Contact Point/Email ID/Phone

Level Of Escalation

Technical Query

Account Query

Technical Escalation

Business Escalation

Level 1

2 hours

6 hours

Activation Desk

Relationship Manager


0265 3071228 / 0265 3071232

Level 2

4 hours

12 hours

Asst.Manager -Technical Helpdesk

Customer Care Desk

0265-3071205 / 9687410000

02653071225 / 3071226

Level 3

6 hours

18 hours

Sr. Manager - (IT & System)

Advisory Channel Manager

0265-3981222 / 9687038383

02653071224 / 9687699796

Level 4

8 hours

24 hours

Mr.Vipul Shah - Sr.VP (IT & eTrade)


Mr. Satish Trivedi (Director)

0265-2226201 / 9925014676