Gondwana University, Gadchiroli

Escalation Process for E-Samarth ERP

When a technical issue arises, it should be addressed in the following sequence:

1st Level: Module Admin (Initial Support)

• The Module Admin will attempt to troubleshoot and resolve the issue at their level.
• If the issue persists, the Module Admin will document the problem and escalate it via email to the Nodal Officer.
• The email should include details such as the issue description, affected module, error messages, screenshot (if any), and steps already attempted for resolution.

2nd Level: Nodal Officer (Intermediate Support & Coordination)

• The Nodal Officer will review the issue and assess possible solutions.
• If feasible, the Nodal Officer will provide necessary instructions to resolve the problem.
• If the issue remains unresolved, the Nodal Officer will escalate it to the Samarth Delhi Team, keeping the Vice-Chancellor in CC.
• The escalation email should include a summary of previous troubleshooting steps and any supporting documentation.

3rd Level: Samarth Delhi Team (Final Level of Support)

• The Samarth Delhi Team will investigate the issue and provide a resolution or workaround.
• If the issue requires further intervention, the Nodal Officer will inform the Vice-Chancellor about the ongoing challenge.
• If necessary, the Vice-Chancellor will escalate the matter to higher authorities at Samarth Delhi for further resolution.

Summary of Escalation Steps

Level	Responsible Person	Action	Next Step if Unresolved
1st Level	Module Admin	Attempts to resolve; escalates to Nodal Officer if needed	Email to Nodal Officer
2nd Level	Nodal Officer	Assesses feasibility; escalates to Samarth Delhi if needed	Email to Samarth Delhi Team (CC: Vice-Chancellor)
3rd Level	Samarth Delhi Team	Investigates and provides resolution	If unresolved, Vice-Chancellor escalates to higher authorities

This structured escalation process ensures that technical issues are addressed efficiently, minimizing disruptions to university operations.

Point of Contact for Escalation

Nodal Officer – Gondwana University, Gadchiroli
Dr. Prashant Shankuntala Ashok Sonawane
Assistant Professor, Department of Commerce,
Gondwana University
📧 Email: sonawane.prashant@unigug.ac.in

Samarth ERP Delhi – Overall Support & Coordination

Miss. Geetanjali Karakoti
Assistant Manager, Operations
📧 Email: geetanjali.karakoti@samarth.ac.in

Miss. Meghana Trivedi
Senior Manager, Operations
📧 Email: meghana.trivedi@samarth.ac.in