1. RAJESH ELECTRONICS TECHNICAL SUPPORT CENTER PROCEDURES
The processes and procedures used by RAJESH ELECTRONICS Technical Support help to ensure that each
support request is handled in the most efficient, thorough, and professional manner possible, while providing a high level of customer satisfaction.
1.1 When is Support Available?
All support methods are available from9:30 a.m. to 5:00 p.m. local time, excluding Saturday, Sunday and holidays. Rajesh Electronics also
provides a support cell phone with extended hour coverage for emergency situations. Extended support coverage is available within service level
agreement response times for an additional cost.
1.2 Who is supported?
All customers current in their annual fees are supported.
1.3 Telephone Support
Rajesh Electronics provides free telephone support access to our technical support resources for the purpose of resolving Some Hardware & Software problems.
1.4 Contacting Rajesh Electronics’ Technical Support
Rajesh Electronics offers many methods of contacting support. We have an support email address info@rajeshelectronics.com and re.tech.001@gmail.com,
and our home website www.rajeshelectronics.com as alternative methods for support notification.
1.5 Who Can Call?
Any Customer of the Rajesh Electronics may contact Rajesh Electronics Technical support. However, one or more application experts
should be identified at each site who will act as a Primary Contact. Primary Contacts are required to be knowledgeable about the installed Rajesh
Electronics products at the customer site and how they are used in the Customer-specific environment.
Rajesh Electronics’ Technical Support should be notified if the customer needs to change their contact or site information. This is necessary to ensure
we maintain accurate and complete contact information. Please be prepared to provide the following details:
Company/Site Name
New Contact Name (to be added) and/or Former Contact Name (to be removed)
Title
Address
Phone, Fax, and E-mail Information
1.6 Before You Call
Telephone support is the best way to get the quickest response from Rajesh Electronics’ Technical Support, especially for urgent issues. The guidelines below will help you make the most effective use of Rajesh
Electronics’ Technical Support, and help us resolve issues quickly and accurately.
If something isn’t working the expected way, we recommend that you explore the problem to assess whether it’s something you can readily resolve.
The following are suggestions to try:
Verify that the problem is related to the Rajesh Electronics’ Product. The problem may be with the Installation, power, third-party equipment
or interfaces in which case the appropriate vendor for support will need to be contacted.
Attempt to reproduce the problem.
Check the obvious things like cabling, power, Installation information, etc.
Review all relevant documentation, including any manuals and application help.
If the problem is reproducible, check to see if any changes have recently taken place in the operating environment that might be
responsible for the problem.
Note any error messages you are getting.
1.7 How to Open A Support Case
Email info@rajeshelectronics.com and re.tech.001@gmail.com and provide the following information with as much detail about your question/issue:
Company;
Contact Name, Phone Number;
The name of the Product;
Problem encountered versus expected behavior;
Actions you have tried in order to resolve the issue;
Relevant documentation such as screen shots, copies, or text or any error messages;
1.8 Case Resolution/Escalation Process
If you are not satisfied with the handling of your case by a support team member, you should contact the support team manager for the product in use as follows:
All products – Shailesh Sankdasariya, +917096902385,
re.shailesh.229@gmail.com
If following escalation to the support manager you are still not satisfied with our response, you should directly escalate your complaint to
the Director of Rajesh Electronics, Rajesh C. Desai, r9374702394@yahoo.co.in, +919327102394.
1.9 Case Closure/Resolution
The following criteria will be used to determine when a support issue can be closed:
A solution is provided to the customer to implement.
A fix is implemented by a Support Technician.
The customer fails to respond to multiple communications from Rajesh Electronics.
It is determined that the issue is not due to the Rajesh Electronics’ product but to external issues beyond Rajesh Electronics’ control and influence.
2. SERVICE LEVEL
2.1 Response Time
Support calls are triaged and response times for repair are as follows:
2 hours for an IMMEDIATE priority problem which crashes the customer’s system and renders the software unusable;
4 hours for a HIGH priority problem, which causes a Hardware feature failure that cannot be avoided through alternate methods by the customer;
1 business day for a MEDIUM priority problem which causes a Hardware feature failure that can be avoided through alternate methods by the customer;and
the next scheduled maintenance release for a LOW priority problem which causes only an inconvenience to the customer including, but not limited to, misspellings and report/screen formats.
3. SCOPE OF SUPPORT
3.1 Standard Support
All support methods are available from 10:30 a.m. to 5:00 p.m. Local Time, excluding Saturday, Sunday, and holidays.
3.2 Off-Hours Support
Rajesh Electronics also provides a support cell phone with extended hour coverage for emergency situations. Extended support coverage is available with service level agreement response times for an
additional cost.
