Prerequisite of End User
When the End User calls the IPI Toll-free number, the following information must be provided.
-software release version
IPI will need to verify the contract information before registering the issue in IPI Ticketing tool.
Prerequisite of Reseller/Partner (L0 Engineers)
•All the above basic information must be provided to IPI, before transferring the ticket to IPI team.
Hardware issue except Bundle Offer
•IPI will not be responsible for hardware related issues. If the issue is determined to be a hardware issue, IPI engineers will mark the issue as “Hardware Issue” and update the ticket
SLA applicable from the time case transferred to IPI