1. CAG VPN
Sep 2011

2. Services Provided by Bharti Airtel VPN Support
FAX ATA
Internet
VOIP Phone
Video
Conferencing
Services Provided by Bharti Airtel VPN Support

3. VPN SUPPORT

4. How to Register a Complaint
Bharti Airtel Helpdesk is available to you 24 X 7
Register complaints / Status update
Via Phone
Toll Free Number
Via
Via Portal
Enterprise Central (Management Access)

5. Requirement to raise a complaint
Always perform first level of diagnosis
Problem related to hardware or software
PC/Laptop vendors is been informed in case / internet / soft phone
Equipment is powered on
Cables are plugged properly
Check the indication on device
While logging a complaint extend following details for quick resolution
Name
Contact Number (Compulsory) – update will be shared on this no.
Site Code (Compulsory)

6. How the complaint will be addressed
Bharti Airtel Helpdesk will generate a ticket no. to you
Centralized helpdesk will identify problem and follow up
Bharti Airtel/IBM/Partner Engineer will call/visit and fix the problem
Your Ticket will be resolved as soon as problem is sorted
After confirmation from customer Ticket will be closed
In case problem doesn’t get resolved, seek help of nodal officer / centralized team along with Ticket No.

7. Do’s and Don'ts
Mains & Alternate Power for communication room equipments (24X7)
Nortel IP phone should not be turned off because network is
connected through it.
Air-conditioning of the server room to be maintained
Humidity to be controlled
Cleaning of server room on regular interval
Protection from rodent bite
Regulated power supply to all VPN equipments
Regular maintenance of earth pit
Access to the building in case of network (equipment) failure

8. Support Team Helpdesk Web (Toll Free) E-mail
Regional Service
Manager
North
New Joinee
East
Tathagata Bandopadhyay
South
T Saravanan
West
Jayesh Survey
Partner Support Team
CAG HO DESK 22333, 22444
(Network Support )
Support
Pankaj Kumar Jha
VC/Network Support
Baljinder Singh
Escalation 1
Pranjit Saikia
Mahendra Chahande
Escalation 2
Jitin Paul