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India and SAARC - Technical Support Escalation Matrix

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Applies to

Customers and Partners from INDIA and SAARC Countries.

Description

Call to Action

Escalation Level

Contact #

Email / Weblink

Details

Call NetApp Support

First Level Escalation

Asia and Pacific: +800 800 80 800

Netapp Global Services Contacts

Talk to Case Owner or to get the case-re-assigned.

Duty Manager Escalation

Second Level Escalation

Asia and Pacific: +800 800 80 800

Duty Manager Escalation Process

Engage Duty Manager for any issues with level of  support (Video link)

Support Account Manager

Third Level Escalation

Support Account Manager

Only Available for SAM Covered Accounts

Critical Issues impacting the business.

NetApp Support 

Fourth Level Escalation

Shalaj Parekh

shalaj.parekh@netapp.com

Critical Issues impacting the business, unable to reach SAM.

NetApp Support 

India and SAARC Head

Ravindra Reddi

Ravindra.reddi@netapp.com

If unable to get assistance from any of the above levels.

Additional Information

INDIA Support Business Hours: Monday To Friday,  09:30 IST to 18:30 IST.

 

 

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