DST 4th Edition Handbook INTERACTIVE

4 TH Edition

No. SERVICES ROLES AND RESPONSIBILITIES

RESPONSE TIME ACCOUNTABILITY ESCALATION

SUPPLY CHAIN MANAGEMENT

4. Service provider send ITC number to SCM Team. SCM Team send to User for opening a case 5. User submit a case/affidavit to SCM for claim. 6. SCM team send claim for to service provider. 7. service provider submit feedback on claim (decline or approved) 8. SCM inform the user on the feedback. 9. SCM draft a letter to user to collect the phone (user must pay access 10% of the value of the phone) 10. User receives the phone submit new IEMEI number for insurance cover Damaged 1. User must report to SCM team and also indicate the type of the problem or damage (including water damage) 2. SCM team will book the phone for repair 3. Service provider collect the phone for faulty finding.

15 days Max on normal day of all in order. Simcard being used for more than

3 month on the device without interruption for claim.

CORPORATE SERVICES HANDBOOK | 4TH Edition

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