EMIRATES TELECOMMUNICATIONS GROUP

COMPANY PJSC (ETISALAT GROUP)

REQUEST FOR PROPOSAL

NO: DOC192774196

FOR

INSTALLATION AND RESELLING

SERVICES OF VSAAS SOLUTION TO
ETISALAT CUSTOMERS
INSTRUCTIONS TO BIDDERS

RFP NO. DOC192774196

Commercial Conditions SICET-2A

Bidder are requested to note the following:

1. VALIDITY OF OFFERS
The offer must be valid for a minimum of 120 days from the RFP
Closing date.
2. Tender BOND
The Tender Bond value shall be AED 100,000 (UAE Dirhams One
Hundred Thousand only) valid for 120 days from the TENDER
closing date. Tender Bond should be in line with Appendix B of
SICET-2A. Tender bond to be submitted in separate envelope
Note: Please note that Tender Bond is mandatory requirement
for the subject Tender and offer shall not be accepted without
Tender Bond
3. ENQUIRIES
Any questions/clarifications requests/requests for any additional
information are to be submitted only via e-mail to
tender@[Link] (Tel. +9712 618 2553/4057/
4643/2598/4289).
Please ensure that only RFP number and title of the RFP is
mentioned in the subject line of any such e-mails. Queries shall
be raised as per the format attached along with this RFP
document.
Etisalat shall not accept any queries/clarifications/requests after
the above deadline.
No attempt shall be made to contact/communicate with any
other person within Etisalat to obtain any information about this
RFP. Any violation of this shall disqualify the concerned party.

4. RFP CLOSING DATE

1 PM, 14th September 2022.
5. OFFER SUBMISSION

1. Bidders shall submit their offer through Etisalat Ariba system (in
Separate Zip Folders) as follows:
2. Submission the offer in Etisalat SAP Ariba system is mandatory
failure of the same shall lead to rejection of the offer.
3. IN COUNTRY VALUE CERTIFICATE (ICV certificate) is one of the criteria
for vendor selection in Etisalat, hence please ensure to submit the copy
of the same along with your offer

“Envelope A” 1. Covering Letter

‘Technical Offer’ 2. Schedule of compliance to the RFP Specifications
3. Technical Documents
4. Implementation Plan/Delivery Period (Wherever
applicable)
5. Bill of Quantities without cost/price
6. Duly Filled Form of Tender as per the format in
Appendix A of SICET 2A.
7. Statement of Compliance to the Contractual
Conditions – SICET 2A (Format is attached as per
Appendix –E of SICET 2A)
8. Schedule of Compliance to the Contractual Conditions
– SICET 2A (Format is attached as per Appendix –F
of SICET 2A)
9. IN COUNTRY VALUE CERTIFICATE (ICV certificate).
10. Submit compliance to attached Etisalat Security
requirements
11. Copy of valid Trade Licenses Foreign companies shall
submit registration documents such as Certificate
of Registration, Trade License, Chamber of
Commerce Certificates, Memorandum of
Association (for Limited Liability Company) which
shall be attested through their Notary public and
authenticate the same at the UAE embassy In case
absence of UAE embassy in that country, any other
Arab Embassy of that Country shall be acceptable
12. Copy of valid Power of Attorney
13. Schedule of Compliance to the Additional Instructions
 to Bidders I, II , III & IV

“Envelope B” 1. Summary of Prices /Schedule of Prices(Rates)

‘Financial Offer’ 2. Detailed Bill of Quantities
3. Spare Parts List – if applicable
4. Post Warranty Support and Maintenance Prices- if
applicable
5. Out of warranty repair charges – if applicable
6. All other documents related to Price

TENDER BOND SUBMISSION

1. Hard copy of the Tender bond to be submitted in sealed Envelope to

Tender Section, 3rd Floor, Etisalat HO(B) Building, Abu Dhabi.
 ADDITIONAL INSTRUCTIONS TO BIDDERS I

( APPLICABLE FOR NON INTERNATIONAL SUPPLIERS/SUPPLIERS

BASED IN UAE)

1. The Bidder acknowledges and accepts that all prices submitted to

Etisalat are exclusive of VAT and each submitted price shall clearly show
separately the amount of VAT charged for each good and service as
prescribed by UAE VAT laws and regulations. “VAT” means any value
added or similar consumption tax levied by the applicable value added
tax laws and regulations in the UAE.
 ADDITIONAL INSTRUCTIONS TO BIDDERS II

1. For the purposes of any intending Agreement, Parent Company shall

mean Emirates Telecommunications Group Company PJSC. Affiliates
and/or Subsidiaries shall mean any company or other legal entity
which directly or indirectly, through one or more intermediaries,
controls, is controlled by or is under the common control of a third party
with such party. Contracting Party shall mean any affiliate or subsidiary
of the parent company that has a contractual relationship with the
Contractor.

2. The Bidder/Contractor hereby acknowledges and agrees that Parent

Company or any Affiliate and/or Subsidiary shall have the right to
access and shall benefit from the terms, conditions, pricing and all other
aspects of this Agreement for the purposes of analyzing and
benchmarking the information contained herein for its own procurement
purposes.
3. In the event that the Contracting Party requests the Contractor to
further negotiate the terms, conditions, pricing or specifications to
accommodate additional requirements incorporated in the Contract with
another Affiliate and/or Subsidiaries, the Contractor shall undertake
such negotiations in good faith with a view to extend the benefits to the
Parent Company or its other interested Affiliates / Subsidiaries.
 ADDITIONAL INSTRUCTIONS TO BIDDERS III

1. The Contractor/Service Provider/Consultant/bidder shall be responsible

to adherence of all applicable laws relating to conduct of business in the
United Arab Emirates and shall indemnify Etisalat against any loss or
damage caused as a result of not holding a valid license/authorization to
perform the subject contract in the UAE or any fines imposed by the
concerned authorities.

CUSTOM DUTY EXEMPTION

2. As per customs rules and regulations, the Contractor shall ensure that
proper and updated customs codes (e.g. HS code), based on the
type/design of the equipment are indicated in the shipping documents.
For any additional charges/services due to errors in customs
documentations, the Contractor shall bear full responsibility for such
settlements/resolutions.

ONLINE TENDERING VIA ETISALAT ePROCUREMENT SYSTEM

3. Please ensure that the information /data/price you are entering in the
system exactly match with the hardcopy/e-mail
submissions/communications in parallel, and any discrepancy between
the submissions may lead to disqualification of the bid.  If any
discrepancy, divergence, or contradiction exists between the system
submission and the hardcopy, Etisalat shall have the right to accept
such terms, conditions and/or specifications favorable to Etisalat.
4. During this phase, the hard copy submissions shall continue to remain
valid and binding. Etisalat shall not be responsible for not considering
any submission through the System if not followed up with a valid hard
copy submission. However, consideration of any submission made only
through the System without hard copy submission shall be solely upon
Etisalat’s discretion.
5. Participating company shall be fully responsible for the authenticity of
data submitted
6. Participating company shall be fully responsible for any entry in the
system, thus distribution of user name and password should be strictly
monitored and the company has to ensure that user name and password
is assigned to concerned/authorized staff only. 
7. Any change in the authorized representative, who is having access to the
system (including change to the respective representative’s email
address) should be informed to us in advance with replacement contact
details.
ADDITIONAL INSTRUCTIONS TO BIDDERS IV

1 Supplier shall have an effective business continuity management system

(BCMS) following the best international practices and fulfilling ISO-
22301 standard requirements. The BCMS will be documented, validated
and reviewed for continual improvement.

2 The supplier shall ensure that services provided to e& is considered in

the BCMS and will ensure the continuity of services provided during any
disruption. The BCMS documentation and capabilities shall be
presented to e& if requested.
Contents
Background...........................................................................................................................................3
Scope 1:- Install, Integrate and Configure – VsaaS..................................................................................3
Scope 2:- Resell VSaaS to customers in the United Arab Emirates............................................................3
Scope 1 – Install, integrate, and configure............................................................................................4
Scenario 1 :- Standard SMB VSaaS Deployment and configuration..........................................................4
Scenario-2 : Certified Installation or Customization installation................................................................6
Scope 2:- Resell VSaaS to customers in the UAE................................................................................7
Background
Video Surveillance as a Service (VSaaS) is a comprehensive security surveillance solution with
Business Analytics designed for the SMB segment. The service provides a low cost, end to end
managed Video Surveillance Solution to the SMBs who either were not able to afford a managed
video surveillance solution or were buying it off the shelf from retail stores with no after sales
support.
Video Surveillance as a service has the following components which are needed to provide end to
end service and seamless experience to the customer:-
 Software : VMS (Cloud Video Management System)
 Hardware: IP Camera’s and NVR’s
 Cabling and Installation

Scope 1:- Install, Integrate and Configure – VsaaS

Etisalat Intends to select a vendor to, install, integrate, and configure the SMB VSaaS for its
customers to be able to use the service seamlessly.

Scope 2:- Resell VSaaS to customers in the United Arab Emirates

Etisalat Intends to select a channel Partner to resell VSaaS and other related products and services to
customers in the United Arab Emirates
Scope 1 – Install, integrate, and configure
The scope of work consists of installation and configuration of “Etisalat’s Video surveillance as a
Service” Solution comprising of required hardware and cloud VMS system to access and control
feeds remotely over the cloud using Etisalat’s B2B portal and SMB Business Mobile app. This
includes provisioning and configuration of NVR so that it communicates with VMS, which is hosted
inside Etisalat data center.
The scope of work for installation is divided in two scenarios:-

Scenario 1: Standard SMB VSaaS Deployment and configuration

 Etisalat systems will notify the system integrator/deployment partner on the SMB VSaaS
installation request.
 The deployment partner/system Integrator will do the survey with no cost to Etisalat, and
basis survey will recommend the package.
 Once package is recommended, information will come back to system/channels. The
channels will confirm from the customer and an order will be raised in the system.
 Once SR is generated, either integrator will pick up the required hardware from Etisalat store
or BSFM team will deliver the hardware at customer site.
 Integrator will complete the installation and will provision the NVR and cameras and confirm
the feed with Etisalat MSS (Managed services support) team.
 In case additional installation is required which is out of scope of SMB VSaaS offering,
Integrator will quote for additional hardware and additional installation.
 Basis these quote a proposal will be created for approval from customer for the additional
components only, which will be separately billed to the customer.
 Integrator will train customer on the solution, will check the cloud feed with MSS team and
initiate the service request closure after confirmation from the customer.
 The System integrator/deployment partner will provide the required level 3 support in cases
where a field engineer is required to visit the customer premise and troubleshoot.
SLA
ACTIVITY TIMELINE

Notification to Survey 2 days

SR creation to implementation 5 days

The standard deployment scope is limited to the following for 4 Channel, 8 Channel, 16 Channel, 32
channel deployments.

 Calling same day or immediate Next Business Day from the date of Notification.
 Take survey and installation appointments.
 Survey
 Order Processing &Logistics.
 Check for Customer site readiness.
 Collection of camera and NVR from Etisalat WH and inventory management.
 Onsite Delivery/ Delivery across UAE.
 On-time Onsite Installation.
 Structuring cabling.
 Configuration for Camera’s and NVR.
 Physical installation and mounting of devices (Cameras & NVR) including patching
activities.
 One time configuration and testing & Handover.
Description Qty/camera

PVC Trunking supply, installation & cable laying 20 meter

Patch panel and patch cables (up to 2 meters) Lot

4 // 8 // 16 // 32 Channels (If required)

Camera installation, focusing and configuring 1

 Cat6 Cable will be provided by Etisalat.

 SIRA, MCC and GRA certifications are for the project based installation.
 Any electrical and civil work will be out of scope.
 Customer will provide the power and space for the NVR and router in a secured IDF/MDF.
Bidder is expected to provide the pricing clearly mentioning the included activities and materials for
standard as well as deployments which require special or custom approach as per the following:-

Packages Inclusions Exclusions Prices

4 Channel/camera
8 Channel/Camera
16 Channel/Camera
32 Channel/Camera
Scenario-2 : Certified Installation or Customization installation
 Etisalat systems will notify the system integrator/deployment partner on the SMB VSaaS
installation request.
 The deployment partner/system integrator will do the survey, and basis survey will create a
BOQ and check if any SMB VSaaS component is used.
 Integrator will provide the BOQ with quote mentioning the components which integrator will
provide and mention the VSaaS package to be used.
 Once package is recommended information will come back to system/channels. The
respective channels will send the proposal to customer.
 Once customer approves the proposal, sales channel will inform the integrator and at the
same time will raise the order for SMB VSaaS component
 Once SR (service request) is generated, either integrator will pick up the items (from Etisalat
store or the system integrator/deployment partner will maintain the hardware at their end) and
will deliver the hardware at customer site. The vendor may be requested to provide specific
hardware components to cater customer requirements and bespoke projects which are out of
scope of SMB VSaaS standard components.
 Integrator will complete the installation and will provision the NVR and cameras and confirm
the feed with MSS team
 Integrator will train customer on the solution, will check the cloud feed with MSS team, and
if everything is fine MSS team will initiate the SR closure.
 For bespoke projects, and specific hardware components which are not part of the SMB
VSaaS standard components, the partner shall provide their quote to Etisalat, within 3
working days of Etisalat request, on cost-plus basis, with a markup not exceeding 3%. The
partner shall provide the item cost from OEM/Authorized reseller/Authorized distributor.
Scope 2:- Resell VSaaS to customers in the UAE
The scope of work expects the selected bidder to act as Etisalat Channel partner to sell Etisalat’s
SMB VSaaS service and related components and services to the customers in the United Arab
Emirates. The detailed scope of work is:-
 The Channel Partner is required to resell the products and services of Etisalat (“Products”) to
customers in the United Arab Emirates (“Customer”), for which the Channel Partner shall be
eligible for an agreed commissioning structure.
 The Channel Partner shall ensure that such Customer(s) are not managed directly by Etisalat
or by another channel partner of Etisalat. The Channel Partner acknowledges and agrees that
o (i) Etisalat may not be able to indicate to the Channel Partner which Customer(s) are
already managed by Etisalat or another Channel Partner;
o (ii) Etisalat decides in its sole discretion how such Customers are allocated; and
o (iii) Etisalat may notify the Channel Partner at any point of time that a given
Customer is already managed by Etisalat or another channel partner and upon receipt
of this notification, the Channel Partner shall cease any activities in relation to such
Customers, in the event of such a notification, the Channel Partner shall not be
entitled to receive any Commission or compensation whatsoever from Etisalat for any
work or activity undertaken in relation to such Customer.
 The Channel Partner shall be entitled to manage their agreed allocated Customer accounts
provided by Etisalat for the purpose of upsell, cross sell and migration across the range of
Products provided by Etisalat.
 The Channel Partner may promote Etisalat Products to the Customer employees, as and when
such campaigns are required, provided always that the written approval from Etisalat is
obtained beforehand.
 Etisalat will only be bound by the prices and service commitments communicated to the
Channel Partner in writing or by digitally signed email.
 Etisalat will support the Channel Partner and help plan joint marketing activities such as road
shows, industry specific sessions, seminars, events, conferences, emailing campaigns and
tele-sales campaigns targeting the Customer segment with the Channel Partner. Etisalat cost
sharing and allocation of resources in such marketing and promotion events organized by the
Channel Partner will be discussed and agreed on a case-by-case basis.
 The Channel Partner shall manage its Customer(s) and prospective Customer(s) in terms of
provisioning Etisalat Products as follows and always in accordance with any guidance and
training as may be provided from time to time by Etisalat:
 The Channel Partner will directly interface with the Customer(s), evaluate requirements and
propose solutions that fit the needs of the Customer(s).
 All orders for Etisalat Products will be placed directly to Etisalat and the Channel Partner
shall strictly adhere to the mandated guidelines by Etisalat on placing Customer orders. All
required documentation shall be submitted to Etisalat for order processing, the documentation
shall include but not limited to signed application forms/orders, accurate Customer
identification documents etc.
 All billing for Etisalat Products will be handled by Etisalat and billed directly to the
Customer(s).
 Channel Partner is responsible to obtain true, complete, accurate and required
information/documents from all Customer(s) to enable the provision of the Services shall not
mislead, deceive, embezzle Etisalat, and shall take all necessary and reasonable measures to
authenticate the documentation provided/submitted by all Customer(s) and any neglectful,
misconduct, malpractice, robbery or fraudulent activity done by the Channel Partner and or
any of its representatives irrespective of the nature shall be the sole responsibility of the
Channel Partner and the Channel Partner shall fully indemnify, protect and hold harmless
Etisalat against any losses or damages suffered by Etisalat.
 The Channel Partner will be responsible for providing pre-sales support, implementation and
after sales support to its customer(s) as per the specified SLA. The Channel Partner may
charge the Customer(s) for additional support services outside the scope of Etisalat at their
discretion, in line with industry standards and in agreement with the Customer(s). Etisalat
will upon written request by the Channel Partner provide after sales support in all instances
where the Channel Partner does not have the inherent technical expertise or access to Etisalat
in house systems, to perform such function.
 The Channel Partner may also add value by offering other services in accordance with the
terms of this Agreement, independently and without any liability to Etisalat. The Channel
Partner shall be liable for and shall hold harmless and indemnify Etisalat for any liability
incurred by Etisalat because of any act or omission of the Channel Partner including the
infringement of any intellectual property, moral, privacy or confidentiality or other rights of
any person or party. The Channel Partner may not, offer any products or services from any
organization that is deemed to be in direct competition with Etisalat and may not offer any
products or services to any Customer where such products and services are also part of
Etisalat’s portfolio.
 The Channel Partner may not approach or obtain Customer allocated to other channel
partners of Etisalat. In the event of such action, the final decision of allocation rests with
Etisalat.
 The Channel Partner shall appoint a project manager (“Project Manager”) on the Effective
Date of this Agreement who shall function, as a single point of contact for Etisalat and
Etisalat shall appoint a Channel Partner Manager (“Etisalat Manager”) on the Effective Date
of this Agreement who shall function as a single point of contact for the Channel Partner.
Contact details of such the Project Manager and Etisalat Manager shall be exchanged by the
Parties upon the Effective Date.
 Etisalat Manager shall assist the Project Manager by providing the support and assistance to
close deals and meet the Customer along with the representative of the Channel Partner. The
assigned Etisalat Manager, in writing, will communicate to the Channel Partner any pricing
information and/or special prices on major projects involving Etisalat Products.
 The Project Manager shall have sufficient delegated authority to make day to day decisions
and have full control of the Channel Partner’s personnel without recourse to his head office.
 The Project Manager shall submit progress reports with reasonable evidence to Etisalat
Manager, monthly or as required by Etisalat Manager from time to time; showing the
progress of the Service against the performance requirements set out in this Agreement.
 The Channel Partner shall update its financial and employee status with Etisalat Manager
every month to oversee financial stability, dedicated number of employees assigned to
provisions the Service.
 Etisalat shall have the right to audit all processors, documentation, payrolls and financials
related to the provisioning of the Service. If Etisalat identifies any discrepancy or non-
compliance to Etisalat’s requirements, Etisalat shall so notify the Channel Partner and such
discrepancy or non-compliance shall be rectified within Fifteen (15) Days by the Channel
Partner, upon the expiry of the Fifteen (15) Day period if such discrepancy or non-
compliance is not rectified, Etisalat shall have the right in its sole discretion to immediately
terminate the Agreement.
 Etisalat shall receive best of class efforts in performance of the Service performed by the
Channel Partner. If the Channel Partner fails to meet the performance standards identified
under this Agreement, the Channel Partner shall, as soon as practicable, prepare and develop
a detailed action plan outlining the reasons that precluded the Channel Partner from meeting
the performance standards and address how the issues to be resolved.
 Etisalat shall have the right to review, upon written request and during the normal business
hours, Channel Partner’s processes, books, records, and accounting practices involving
transactions related to this Agreement.
 The Channel Partner agrees without condition that the Customer accounts allocated by
Etisalat and all Confidential Information passed on to the Channel Partner or its personnel
pursuant to this Agreement, shall be considered strictly confidential and shall not be shared
with any company, person, third party or entity. This provision shall survive termination or
expiry of the Agreement. The Channel Partner ensure that all its personnel related to this
Agreement shall directly sign an undertaking agreement/ non-disclosure agreement with the
Channel Partner (or with Etisalat if so requested by Etisalat) agreeing that; (i) they shall keep
any and all information related to the key Customer accounts and the Service, confidential at
all times even if he/she is under the employment of the Channel Partner or not; and (ii) In
case the personnel resign or terminate their employment or cease their engagement with the
Channel Partner, Parties agree that such personnel are bound to respect the confidentiality of
all information regarding the Service acquired whilst working for the Channel Partner. The
Channel Partner and/or such personnel shall remain responsible and liable for any breach of
these confidentiality provisions subject to applicable laws.
 Any fraudulent, misconduct or sharing of Confidential Information including key Customer
accounts with a third party or if the relevant personnel of the Channel Partner procure such
key Customer accounts on behalf of any of Etisalat’s direct competitors; or actions any
misleading activity, the Channel Partner and/or such personnel shall be solely liable and
responsible for such breach without limitation to any other rights that Etisalat may have.
 The Channel Partner shall assign key account managers to manage the key Customer
accounts allocated by Etisalat or any other customer accounts acquired by the Channel
Partner as mandated by Etisalat. The Channel Partner ensures that the key account managers
deployed shall meet the minimum skills, qualifications and expertise as notified by Etisalat
from time to time. Etisalat shall also have the right to mandate the minimum number of key
account managers required from the Channel Partner to manage Etisalat Customers.
 Key account managers shall not be delegated or instructed by the Channel Partner to provide
any other service or job role except for the exclusive provision of the Service.
 The Channel Partner shall ensure to conduct adequate scheduled training and on-the-job
training to the key account managers in coordination with Etisalat and shall ensure that the
key account managers will receive the required knowledge, skills, and expertise to provide
the Service to the allocated Customers.  
 Unless agreed otherwise, all expenses related to training programs, instructor(s) including
travelling, accommodation, and transportation are the responsibility of the Channel Partner
and shall be borne by the Channel Partner. The training shall be in English language and the
key account managers should be fluent in English and/or Arabic and technically competent to
complete the training programs as mandated by Etisalat.
 Etisalat shall have the first right of refusal, if the Channel Partner is of the intent to file for a
sale of company shares/equity or change in ownership/management, the Channel Partner
shall promptly notify such intent to Etisalat for Etisalat’s review and consent (which shall not
be unreasonably withheld). If the Channel Partner fails to notify Etisalat as stipulated in this
clause, such failure shall be considered as a material breach and Etisalat shall have the right
to immediately terminate the Agreement.
 If the Channel Partner’s aggregate debt, liability exceeds or is about to exceed Dirhams Two
Million (AED 2,000,000) during the term of the Agreement, the Channel Partner shall so
notify Etisalat immediately.
 If the Channel Partner is of the intent to replace its key personnel such as its Chairman, head
of Department, functional Directors etc. who manages the Service, or if the key personnel
intend to join any firm who are or can be in direct competition with Etisalat, the Channel
Partner shall promptly notify such intent to Etisalat.
 The Channel Partner shall exclusively and in its entirety allocate all its resources to provision
the Service and shall not pursue or establish any business relationship with any Etisalat’s
telecom operator competitors in the United Arab Emirates. The Channel Partner shall ensure
that it shall not provide any services to Etisalat’s telecom operator competitors in the United
Arab Emirates during the validity of the Agreement and for a period of one (1) year after the
expiration or termination of the Agreement. If the Channel Partner breaches any provision
related to this clause, Etisalat may immediately terminate the Agreement, without any
liability and/or at its sole discretion may confiscate all commissions payable to the Channel
Partner as a penalty for such breach and termination shall not be deemed to be a limitation of
any other right or remedy that Etisalat may have, and Etisalat may impose such other
remedies as set out in the Agreement or as permissible by law.
 I. SLA for after-sales support

Descriptio
               SLA Action Turn Around Time (TAT)
n

15 mins
Response Mean time to Respond  (24x7) Call Center 800 - 5800

Configuration Issues 2-3 hrs

 Remote provisioning. 3-4 hrs

Application / Storage Issues
 Followed by site visit if not resolved
Resolution

 Identify and restore. 10-24 hrs

 Replace faulty equipment within
Hardware Issues
warranty

Level -  0 More Re-

SR Total Closure
WF # (Virtual Level -  1 Level -  2 Level -  3 Level -  4 Level -  5 info open
# OLA Level
Level) Level Level

DIGITAL_
MSS- E1CLOUD
WF-A CCC MSS-SMB M2M_IOT FM   CCC
SMB-SUP -L1
_NOC

Segment 3
1 0 2 2 4 4 10 22
Business - OLA
8
Segment 6 Low
Value - Business  - 0 2 2 4 4 10 22
OLA
Process of trouble shooting
-Customer will call CCC (8005800) for addressing his concerns related to SMB-VSaaS service
-CCC will answer the call and analyze with Customer for assuring the problem related SMB-VSaaS, call will transferred to MSS-SMB
-MSS-SMB will take the call and try to resolve the Customer issue if resolved they will consider as FCR., if not resolved the complaint
booked by using CIM
Docket will be landed to MSS-SMB team who will in turn assign the docket ot Digital_M2M_IOT_NOC if the complaint is related to camera
reachability Recording  related issues (application related issues)
-If the issue is related storage complaint will be assigned to E1CLOUD-L1 for resolution
-If the issue is related is related devices or any field visit required then the docket will be assigned to FM for resolution.
-If the problem resolved by MSS-SMB and it is related to application / storage / hardware then the complaint will be parked in MMS-SMB -
SUP for further  analysis and tracking