Unicom Infotel Private Limited
When your communication systems are critical to your operations, the last thing you need is constant follow-ups, uncertainty, and downtime.
With Unicom Infotel, you have one accountable partner backed by assured, contract-driven reliability. Make the decision once, and everything else is handled.
We continuously monitor, maintain, and optimize your systems so they work quietly in the background. No noise, no firefighting. Just the confidence that everything is running as it should, giving you the space to focus on what truly matters – Your Business.
A fully inclusive maintenance model that covers end-to-end support. This includes preventive and corrective maintenance along with spare parts, repairs, and replacements at no additional cost. It ensures uptime, predictable expenses, and minimal operational disruption ideal for business-critical environments.
A more modular and cost-controlled approach where maintenance services are provided on a visit and rectification charge basis. While it includes access to technical expertise and scheduled support, the cost of spare parts, repairs, and replacements is billed separately
Entire system completely down. Business operations halted. Requires immediate escalation and resolution.
Major functionality severely impacted. Large portion of users unable to operate normally.
Partial issue or degraded service. A workaround exists and operations can continue in a limited capacity.
Minor issue or service request. No significant operational impact. Scheduled resolution timeline.
| Severity Level | Category A | Category B | Category C | |||
|---|---|---|---|---|---|---|
| Response | Resolution | Response | Resolution | Response | Resolution | |
| Serious H/W or S/W failure critical affecting more than 75% of users or entire system is down. | 1 Hr | 4 Hrs | 3 Hrs | 6 Hrs | 6 Hrs | 16 Hrs |
| H/W or S/W failure affecting 50% - 75% of users. | 2 Hrs | 8 Hrs | 4 Hrs | 12 Hrs | 8 Hrs | 16 Hrs |
| H/W or S/W failure affecting up to 50% of users. | 4 Hrs | 16 Hrs | 6 Hrs | 24 Hrs | 12 Hrs | 36 Hrs |
| Change requests / Additional programming. | 24 Hrs | 72 Hrs | 24 Hrs | 48 Hrs | 36 Hrs | 72 Hrs |
To support organizations with geographically distributed operations, Unicom has structured its service delivery model across India into three categories.
These include key metropolitan and strategic cities where Unicom has its own operational presence, enabling direct service delivery through in-house teams.
In state capitals and other major cities not covered under Category A, Unicom extends its reach through a robust network of authorized service partners. These partners are carefully selected, trained, and aligned with Unicom’s service standards to ensure consistent delivery and accountability.
For all other locations across India, Unicom leverages its extensive partner ecosystem to provide service support. This ensures that even remote or non-metro locations are covered under a unified service framework.
Our Advantage — This tiered approach enables Unicom to offer a true single-vendor solution for enterprises with multi-location operations, ensuring consistent accountability and service standards across every site, regardless of geography.
Drop in a query, start a conversation, or connect with the nearest UNICOM INFOTEL office, and we’ll take it forward from here
