| Escalation Level | Composition | TAT |
|---|---|---|
|
5th Level |
Arbitration |
All those matters which are not resolved up till 4th level to the satisfaction of stakeholders would be presented and escalated to 5th level |
|
4th Level |
COO |
3 working days from escalation from 3rd level. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day |
|
3rd Level |
M1xchange Compliance Manager / Head* |
2 working days from escalation from 2nd level. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day |
|
2nd Level |
M1xchange Anchor BD Manager |
2 working days from escalation from 1st level. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day |
|
1st Level |
Customer support desk |
2 working days. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day |
|
Self Help |
MIS for Buyer / supplier and Financier |
|
