Subject: Re: Escalation Matrix - WH / Delivery team / CCC & Store
From: Syed Ataullah <[email-masked]>
To: murtaza kutiyanawala <[email-masked]>
Cc: Nada Hattar <[email-masked]>, Taima Zeid <[email-masked]>, malik ismail <[email-masked]>, amir aziz <[email-masked]>, Sanaa Hammad <[email-masked]>, 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 05:54:51 -0700 (MST)

Hi Murtaza. 

Thanks for sharing the current mattress will update accordingly and will share the file soon for validation. 

Regards 
Syed 

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]> 
Sent: Friday, October 21, 2022 6:01:17 PM 
Subject: Escalation Matrix - WH / Delivery team / CCC & Store 

Hi All, 

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

	

Escalation Matrix for WH 	

Timeline 

Spoc 	

NA 	

[ mailto:[email-masked] | [email-masked] ] 	

NA 

Escalation -1 	

Tanveer 	

[ mailto:[email-masked] | [email-masked] ] 	

24 Hours 

Escalation -2 	

Ramesh 	

[ mailto:[email-masked] | [email-masked] ] 	

48 Hours 

Escalation- 3 	

Kartik . P 	

[ mailto:[email-masked] | [email-masked] ] 	

72 Hours 

Final Escalation 	

Kartik 	

[ mailto:[email-masked] | [email-masked] ] 	

>72 Hours 

	

Escalation Matrix for Delivery 	

Timeline 

Spoc 	

NA 	

[ mailto:[email-masked] | [email-masked] ] 	

NA 

Escalation -1 	

Abdul Hameed 	

[ mailto:[email-masked] | [email-masked] ] 	

24 Hours 

Escalation -2 	

Yunis 	

[ mailto:[email-masked] | [email-masked] ] 	

48 Hours 

Escalation- 3 	

Kartik . P 	

[ mailto:[email-masked] | [email-masked] ] 	

72 Hours 

Final Escalation 	

Kartik 	

[ mailto:[email-masked] | [email-masked] ] 	

>72 Hours 

	

Escalation Matrix for CCC Team 	

Timeline 

Spoc 	

NA 	

[ mailto:[email-masked] | [email-masked] ] 	

NA 

Escalation -1 	

Ahmed / Ali 	

[ mailto:[email-masked] | [email-masked] ] / [ mailto:[email-masked] | [email-masked] ] 	

24 Hours 

Escalation -2 	

Sabry / Anslem 	

[ mailto:[email-masked] | [email-masked] ] / [ mailto:[email-masked] | [email-masked] ] 	

48 Hours 

Escalation- 3 	

Murtaza 	

[ mailto:[email-masked] | [email-masked] ] 	

72 Hours 

Escalation- 4 	

Ahmed Zohar 	

[ mailto:[email-masked] | [email-masked] ] 	

96 Hours 

Final Escalation 	

Sameer 	

[ mailto:[email-masked] | [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 	

[ mailto:[email-masked] | [email-masked] ] 	

48 Hours 

Final Escalation 	

Sameer 	

[ mailto:[email-masked] | [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 : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE. 

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