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TE Escalation Matrix-2017

This document outlines an escalation matrix for TE, an Egyptian telecommunications company. It details 5 levels of escalation for issues, with each level having a specified time after fault notification and contact information for the responsible party. Level 1 occurs at time of fault notification and involves the network operations center staff. Higher levels involve managers from network operations, operations and maintenance, quality insurance, and international customers/network operations if issues remain unresolved for longer periods after the initial notification.

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Remo Msa
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155 views

TE Escalation Matrix-2017

This document outlines an escalation matrix for TE, an Egyptian telecommunications company. It details 5 levels of escalation for issues, with each level having a specified time after fault notification and contact information for the responsible party. Level 1 occurs at time of fault notification and involves the network operations center staff. Higher levels involve managers from network operations, operations and maintenance, quality insurance, and international customers/network operations if issues remain unresolved for longer periods after the initial notification.

Uploaded by

Remo Msa
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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TE Escalation Matrix

Escalation
Elapsed time after fault Escalation Level Name Phone Number Email
Level
(+20) 3 4960074
T0 [email protected]
1 NOC NOC Staff (+20) 3 4967528
Fault Notification [email protected]
(+20) 3 3907069

T0+ 3 Eng. Mohamed Moustafa (+20)1006970464 [email protected]


2 NOC Supervisors
3 hours after notification Eng. Sherif Ebeid (+20)1120460006 [email protected]

T0+ 4 Eng. Essam Mahmoud (+20) 1066698921 [email protected]


3 NOC Management
4 hours after notification Eng. Amr Mahmoud (+20) 1001973011 [email protected]

T0+6
4 O&M General Manager Eng. Ramadan Gaber (+20) 1068846637 [email protected]
6 hours after notification

T0+10 Quality Insurance


5 Eng. Lamiaa Bahaa (+20) 1001848121 [email protected]
10 hours after notification Manager

GM, International and


T0+14 Wholesale
6 Eng. Mohamed Farouk (+20) 1090016285 [email protected]
14 hours after notification Coordination
Engineering.
Director Intl
T0+24
7 Customers and Eng. Magda Abd-Elkader (+20)106669897 [email protected]
24 hours after notification
Network Operation.

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