CBS Help Desk for India Post; Facilities and Escalation matrix

India Post constituted CBS Help Desk for helping DOP Users and IT Staffs who are using FSI application in the DOP environment.  This facility can be used by users in HO/SO, CPC and Insurance Processing Centres. Following are the details about CBS Help Desk and its escalations matrix.

Helpdesk Model

1.       Who should contact the helpdesk?

•        User

2.       How should the user contact the helpdesk?

•        Phone (1800 103 9474)

•        E-mail (fsidophelpdesk@infosys.com)

3.       What information is required by the helpdesk?

List of questions below will be asked by the helpdesk before creating a ticket.

In the interest of saving time for creating the incident, user to have answers handy for the questions below as applicable.

Primary Questions:

•        Calling from which post-office branch? Caller contact details (email/ phone)?

•        Problem with which application/module/menu item?

•        What is the issue/incident?

•        Is the issue occurring only for you? Or many users / systems affected?

Is the issue business impacting?

•        Is the issue appearing if you login with your user id from another desktop?

•        What is Operating System, Browser version is used?

•        Is the network connectivity to the Data Center up?

•        Have the CBS desktop settings been applied as per the Infosys document circulated

•        User id will be requested over the phone

Optional Questions – If required for Issue:

•        Optional – Menu name, CIF id, SOL id, Account Number may be requested over the phone on need basis.

•        Optional – Screen shots with brief notes may be requested over email, if required.

•        Optional – Sequence of steps while getting this error will be requested over the phone and email.

4.       After Creating an Incident what information you would get from helpdesk?

Helpdesk will provide the Incident Severity/Priority and SLA hours for giving resolution. This will be tied up with RFP scope as applicable.

Severity Level	Severity Level Description	Target Resolution Time
Severity Level 1	-> 20 or more users in any circle cannot access any of the applications -> All users in a HO/ CPC/ Insurance Processing Centres cannot access any of the applications	-> During business hours – Within 30 minutes of the incident being logged -> Non – business hours – Within 4 hours of the incident being logged
Severity Level 2	-> 10 to 19 users in any circle cannot access any of the applications as per the scope of this RFP -> All users in an urban/rural SO with 5 or more users cannot access any of the applications	-> During business hours – Within 2 hours of the incident being logged -> Non – business hours – Within 6 hours of the incident being logged
Severity Level 3	-> 3-9 users in a circle cannot access any of the applications -> All users in a urban/rural SO with more 3 or more users cannot access any of the applications	-> During business hours – Within 4 hours of the incident being logged -> Non – business hours – Within 4 hours from start of next business day
Severity Level 4	-> Less than 3 users in a circle cannot access any of the applications. -> All users in a urban/rural SO with less than 3 users cannot access any of the applications -> All users in a BO cannot access any of the applications	-> During business and non- business hours : Within 48 hours of the incident being logged

5.       How will the helpdesk agent help you resolve your issue on a call?

•        Helpdesk will suggest troubleshooting steps based on issue

•        Help desk will refer ready-reckoner available

6.       What happens if the helpdesk agent cannot resolve your issues while on the call (or if you contact over email)?

•        Help desk will route the trouble ticket to Infosys support

•        Infosys support investigates the ticket and finds solution

•        Infosys support provides solution over e-mail or phone to user

7.       What are the hours of operation for the End-user?

End-user helpdesk -> 08:00 Hrs to 20:00 Hrs (Monday to Saturday)

8.       How can you track the status of your incident?

User tracks incident status via helpdesk E-mail (FSIDOPHELPDESK@infosys.com), Phone (1800 103 9474)

9.       Who will be accountable if Helpdesk is not giving reply?

In this case, user can escalate to the next level as given in the Escalation Matrix.

Escalation for FSI:

Escalation for ECMS:

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