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SERVICE / SUPPORT NETWORK
HiTA line interactive machines come with a 1-year free replacement warranty and for online machines HiTA extends onsite warranty or card replacement warranty through its dealers. HiTA plans to launch the HiTA 24-Hour Customer Service Helpline to offer uninterrupted service to its dealers/customers from all its branches and the corporate office. It has a team of efficient and dedicated service engineers with the latest testing equipment available to them. The HiTA 24-Hour Customer Service Helpline will make an in-depth analysis of customers' complete environment, identify problem areas, reasons for failure and then give its recommendations immediately, to eliminate the fault and reduce mean time to repair.
Marketing: In India, HiTA markets through a network of channel partners and its own direct sales and service personnel located at various strategic locations. Its corporate headquarter is in Kolkata, with regional offices in New Delhi, Chennai, Bangalore, Mumbai, Hyderabad and Kolkata and Branch and representative offices at most of the major cities and towns in India. In other SAARC countries, it is represented through a wide network of distributors and resellers.
Service Commitment
Definitions:
Response Time:
- 2-3 hours at all locations within Metro.
- 8 hours at locations outside Metro & within 200 km radius.
- 24 hours at location beyond 200 km
Mean Time to Repair:
- 2-3 hours for minor faults repairable at site for all locations.
- 24 hours for all faults referred to service center.
Call Login Procedure:
- All Calls are logged in during working hours i.e. from Monday to Friday from 0930 Hrs to 1900 Hrs & Saturday 0930 Hrs. to 1400 Hrs.
- Calls can be logged in with the respective ASPs or the zonal Service centers of HiTA Technology (P) Ltd. List of regional Service center numbers are provided in the annex.
- Calls can also be logged in after office hours in the respective regions with the mobile numbers provided.
- Calls logged after working hours or on holidays will be considered as the calls registered on 0900 Hrs of the following working day.
Escalation Level one:
- If the Service engineers does not respond within 1 hour of call being registered with the information – the call may be escalated to
- For East (Kolkata):Miss. Arpita Roy - (033) 23675316 / 40032402/ 40032403/ 64510010 / 9903598228
- For East I (Jamshedpur): Mr. Sahid Ahmed - (0657) 6579393 / 09835558701
- For East II (Ranchi): Mr. Sanjoy Singh - 9006079493
- For East III (Patna): Mr. Promodh Kumar - 9835271014
- For East IV (Bhubaneswar): Mr.Bhima Das - 9937935035
- For East V (Guwahati): Mr.Diganat Phukan - 9854722552
- For West (Mumbai): Ms.Priyanka Achinto Ghosh - (022) 2682 5204/08
- For West (Pune):Mr.Ganesh - 9823838241
- For West (Ahmedabad):Mr. Jignesh Patel - 09727596073
- For West (Goa):Mr.Sagar - 9422056588
- For West (Nagpur):Mr.Anil Dhakate - 9822235952
- For North (Delhi): Mr. P S Mishra- 9310871900
- For North (Jaipur): Mr.Sumer Singh - 9829280408
- For North (Chandigarh): Mr. PP Singh - 9876948829
- For North (Lucknow): Mr.Vishesh Srivastava - 9415078908
- For South I (Bangalore): Mr. K K Kishan (080) 2245 8177, 09880755317
- For South II (Hydrabad): Mr.Srinivas - (040)2776 8451/53, 09912848206
- For South III (Chennai): Mr.Venkatesh- 9094947920 / 9042523139
- For South IV (Cochin): Mr. Marandi - 08892202268
Escalation Level two:
- If the unit is not been made up within the stipulated MTTR i.e. in 3hours from the job commencement – the call may be escalated to
- For East I (Kolkata): Mr.Debebrata Mahapatra - 09831192957
- For East II (Jamshedpur): Mr. Sanjay Kumar Sharma - 09835544266
- For West (Mumbai): Mr. Radhamadhab Debnath - 09987030218
- For North (Delhi): Mr. Seomangal - 09717299704
- For South I (Bangalore): Ms. Sandhya - 09845085964
- For South II (Hydrabad): Mr. A. Ramkrishna- 09676212540
- For South III (Chennai): Mr. Venkatesh - 9094947920 / 9042523139
Escalation Level three:
- In the event of failure to resolve the issue by the above mentioned person within the committed time – the call may be escalated to
- Mrs. Mithu Ghosh - Service Hot Line: (033) 23675316 / 64510010 / 09903995780
Regional Service In-charge Contact Numbers
North-Delhi
Mr Pravashankar Mishra
09310871900, 011 – 3267 6700 (Fax)
Norht- Lukhnow
Mr. Vishesh Srivastava
09336405902
North- Chandigarh
Mr.P P Singh
09876948829
East-Kolkata
Mr. Debabrata Mahapatra
033-23675316/40032402/40032403 /64510010 (Fax) 033 23675317. 98311 92957
East-Guwahati
Mr.Diganta Phukan
09854722552
East- Patna
Mr. Pramod Kumar
09386809868
East-Jamshedpur
Mr. Omprakash Pandey
09234874071
Mr. Sanjay singh
09234806533
(The above details are HiTA's own Direct Service centers, besides, HiTA does have authorized Service Franchisees at most of the State Capitals and large / medium cities across the Country, like Bhubaneswar, Siliguri, Kharagpur, Coembatore, Madurai, Vishakhapattnam, Manglore, Aurangabad, Nasik, etc.)
List of Test Equipments and Test Zigs:
Digital Multimeter (DMM-3.5 Digits)
Digital Storage Oscilloscope
Clamp Meter
Tektronix Power Analyzer
Variac
DC Supply
Charger Station
Simulation Test Zig (for 1 to 20 KVA)
CRO
Test Zig(Wave forms, Amplitude, Voltages, AMPs)
