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    ACASIA Escalation List 2020

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    Ary Ario
    The document outlines an escalation contact process for service outages at ACASIA Communications Sdn Bhd. It lists 5 levels of escalation based on outage duration, along with the corresponding contact, their telephone number, mobile number and email address. Level 1 contacts the NOC Shift Team for outages under 2 hours. Level 2 contacts the Customer Experience Lead for outages between 2 to 4 hours. Level 3 contacts the Chief Technology Officer for outages between 4 to 24 hours. Level 5 contacts the Chief Executive Officer for outages over 24 hours.

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    ACASIA Escalation List 2020

    Uploaded by

    Ary Ario
    45 views3 pages
    The document outlines an escalation contact process for service outages at ACASIA Communications Sdn Bhd. It lists 5 levels of escalation based on outage duration, along with the corresponding contact, their telephone number, mobile number and email address. Level 1 contacts the NOC Shift Team for outages under 2 hours. Level 2 contacts the Customer Experience Lead for outages between 2 to 4 hours. Level 3 contacts the Chief Technology Officer for outages between 4 to 24 hours. Level 5 contacts the Chief Executive Officer for outages over 24 hours.

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    The document outlines an escalation contact process for service outages at ACASIA Communications Sdn Bhd. It lists 5 levels of escalation based on outage duration, along with the corresponding contact, their telephone number, mobile number and email address. Level 1 contacts the NOC Shift Team for outages under 2 hours. Level 2 contacts the Customer Experience Lead for outages between 2 to 4 hours. Level 3 contacts the Chief Technology Officer for outages between 4 to 24 hours. Level 5 contacts the Chief Executive Officer for outages over 24 hours.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    45 views3 pages

    ACASIA Escalation List 2020

    Uploaded by

    Ary Ario
    The document outlines an escalation contact process for service outages at ACASIA Communications Sdn Bhd. It lists 5 levels of escalation based on outage duration, along with the corresponding contact, their telephone number, mobile number and email address. Level 1 contacts the NOC Shift Team for outages under 2 hours. Level 2 contacts the Customer Experience Lead for outages between 2 to 4 hours. Level 3 contacts the Chief Technology Officer for outages between 4 to 24 hours. Level 5 contacts the Chief Executive Officer for outages over 24 hours.

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    ESCALATION CONTACT FOR ACASIA COMMUNICATIONS SDN BHD

    SERVICE ASSURANCE: ACASIA INTERNATIONAL PRIVATE LINE, IP-VPN AND ETHERNET SERVICES.

    Level Duration outage Escalation Contact Telephone Number Mobile Phone no. e-mail Address

    1 0 hour NOC Shift Team +603-2241 1141 - support@acasia.net

    Mohd Shafawi Bin Haji Musa


    2 2 hours +603-2241 1141 +6019-201 7119 shafawi@acasia.net
    (Customer Experience Lead)
    Hasna Binti Hashim
    3 4 hours +6013-630 3007 hasna@acasia.net
    (Chief Technology Officer)
    M SATYA RIAYATSYAH
    5 24 hours +603-2241 1101 +6019-220 2226 msatya77@acasia.net
    (Chief Executive Officer)

    affective date: Friday, November 27, 2020


    ESCALATION CONTACT FOR ACASIA COMMUNICATIONS SDN BHD

    SERVICE ASSURANCE: ACASIA INTERNATIONAL PRIVATE LINE, IP-VPN AND ETHERNET SERVICES.

    Level Escalation Contact Telephone Number Mobile Phone no. e-mail Address

    1 NOC Shift Team +603-2241 1141 - helpdesk@acasia.net

    Mohd Shafawi Bin Haji Musa


    2 +603-2241 1141 +6019-201 7119 shafawi@acasia.net
    (Assistant Manager, Network Operations)
    Muhamad Thariq Bin Othman
    3 +603-2241 1108 +6019-213 7119 thariq@acasia.net
    (Manager, Network Operations)
    Poon Ah Koon
    4 +603-2241 1109 +6013-383 5007 poonak@acasia.net
    (Chief Operating Officer)
    M SATYA RIAYATSYAH
    5 +603-2241 1101 +6019-220 2226 msatya77@acasia.net
    (Chief Executive Officer)

    affective date: Wednesday, March 13, 2019


    ESCALATION CONTACT FOR ACASIA COMMUNICATIONS SDN BHD

    SERVICE DELIVERY: ACASIA INTERNATIONAL PRIVATE LINE, IP-VPN AND ETHERNET SERVICES.

    Duration outage
    Level Escalation Contact Telephone Number Mobile Phone no. e-mail Address
    (exceed RFS date)

    Azman Bin Zakaria


    1 1 day +603-2241 1142 +6019 356 1106 azman@acasia.net
    (Asst. Manager, Provisioning & Project Management)
    Muhamad Thariq Bin Othman
    2 2 days +603-2241 1108 +6019-213 7119 thariq@acasia.net
    (Manager, Network Operations)
    Poon Ah Koon
    3 3 days +603-22411109 +6013-383 5007 poonak@acasia.net
    (Chief Operating Officer)
    M SATYA RIAYATSYAH
    4 4 days +603-2241 1101 +6019-220 2226 msatya77@acasia.net
    (Chief Executive Officer)

    affective date: Monday, January 01, 2018

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