Escalation Matrix for HTL Issues

Escalation Matrix for HTL software issues
Citizen Complaint Resolution System for HTL-1& HTL-2 (Health Trade License)
All kind of citizens-centric issues (technical and administrative issues) of HTL software in MCD will be henceforth registered on MCD helpdesk email ID i.e.mcd-ithelpdesk@mcd.nic.in. Further, if the issues are not resolved at the initial level, citizen can escalate to succeeding levels for resolution in the following manner:
Level Escalation Response Time (Specify the maximum response time allowed for addressing the issue before escalating to the next level)
Level-1 To:- mcd-ithelpdesk@mcd.nic.in 1 Day
Level-2 To:- niraj.suman@mcd.nic.in
Cc to: -
1. mcd-it@mcd.nic.in
2. aoit-mcd@mcd.nic.in 		2 Days
Level-3
Technical Issue Administrative Issues.
Escalate to level 3: - neha.yadav@mcd.nic.in , by keeping in
Cc to: -
1. officer2.mcd@nic.in
2. mcd-it@mcd.nic.in
3. aoit-mcd@mcd.nic.in		 Escalate to: - dhohqedmc@gmail.com by keeping in
Cc to: -
1.Aoit-mcd@mcd.nic.in
2.mcd-it@mcd.nic.in
5 Days
Level-4
If issue still unresolved escalate at level -5 to: -
To:- officer2.mcd@nic.in by keeping in
Cc to: -
1. mcd-it@mcd.nic.in ,
2. aoit-mcd@mcd.nic.in 		In departmental issues move to: -
To:- mho3.mcd@mcd.nic.in by keeping in
Cc to: -
1. mcd-it@mcd.nic.in , 2. aoit-mcd@mcd.nic.in
3 Days
Level-5
If issue still unresolved escalate at level -5 to: -
To:- hod-mcd@nic.in
Cc to: -
1. mcd-it@mcd.nic.in ,
2 aoit-mcd@mcd.nic.in
3.mho3.mcd@mcd.nic.in 		If Departmental issue still unresolved issues move to :-
To:- mhomcd.2023@gmail.com
Cc to: -
1. mcd-it@mcd.nic.in ,
2. aoit-mcd@mcd.nic.in
3.mho3.mcd@mcd.nic.in
4 Days