Subject: Escalation Matrix - WH / Delivery team / CCC & Store
From: Murtaza Kutiyanawala <[email-masked]>
To: Nada Hattar <[email-masked]>, Taima Zeid <[email-masked]>, syed.ataullah <[email-masked]>, Malik Ismail <[email-masked]>, amir.aziz <[email-masked]>, Sanaa.Hammad <[email-masked]>
Cc: Raneem Alqutub <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>, Ahmed Zoher <[email-masked]>, Anslem Misquitta <[email-masked]>, Sabry Yousef <[email-masked]>, Ali Mohamed <[email-masked]>, Ahmed Faraz <[email-masked]>
Date: Fri, 21 Oct 2022 12:31:17 +0000

Hi All,

Sharing the escalation Matrix for WH , Delivery team , CCC and Store team.

Escalation Matrix for WH
Timeline
Spoc
NA
[email-masked]<mailto:[email-masked]>
NA
Escalation -1
Tanveer
[email-masked]<mailto:[email-masked]>
24 Hours
Escalation -2
Ramesh
[email-masked]<mailto:[email-masked]>
48 Hours
Escalation- 3
Kartik . P
[email-masked]<mailto:[email-masked]>
72 Hours
Final Escalation
Kartik
[email-masked]<mailto:[email-masked]>
>72 Hours

Escalation Matrix for Delivery
Timeline
Spoc
NA
[email-masked]<mailto:[email-masked]>
NA
Escalation -1
Abdul Hameed
[email-masked]<mailto:[email-masked]>
24 Hours
Escalation -2
Yunis
[email-masked]<mailto:[email-masked]>
48 Hours
Escalation- 3
Kartik . P
[email-masked]<mailto:[email-masked]>
72 Hours
Final Escalation
Kartik
[email-masked]<mailto:[email-masked]>
>72 Hours

Escalation Matrix for CCC Team
Timeline
Spoc
NA
[email-masked]<mailto:[email-masked]>
NA
Escalation -1
Ahmed / Ali
[email-masked]<mailto:[email-masked]>  /  [email-masked]<mailto:[email-masked]>
24 Hours
Escalation -2
Sabry / Anslem
[email-masked]<mailto:[email-masked]>   /   [email-masked]<mailto:[email-masked]>
48 Hours
Escalation- 3
Murtaza
[email-masked]<mailto:[email-masked]>
72 Hours
Escalation- 4
Ahmed Zohar
[email-masked]<mailto:[email-masked]>
96 Hours
Final Escalation
Sameer
[email-masked]<mailto:[email-masked]>
>96 Hours

Escalation Matrix for Store Team
Timeline
Spoc
Store MA / SM
Store SM and MA / and refund cases  to Accounts - email address
NA
Escalation -1
Store Manager
Store manager email address
24 Hours
Escalation- 2
Raja
[email-masked]<mailto:[email-masked]>
48 Hours
Final Escalation
Sameer
[email-masked]<mailto:[email-masked]>
72 Hours

Murtaza Kutiyanawala
Team Lead - Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 2414
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
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