Partner Portal Usage Policy

Partner Portal Usage Policy

 Purpose

The partner portal is designed to streamline the process for our partners such as Local Cable Operators and Franchisees to manage their queries related to Sales, Accounts and Technical issues in an organized and efficient manner. This policy outlines the guidelines for registering, submitting, tracking, and resolving queries through the portal.

Registration

All partners must be registered in the partner portal to raise any queries. 

To register on the partner portal and start submitting tickets:   

• Click on the following link to access the registration page: https://partner.sathyainfo.com/Main/frmRegister.aspx 
• Complete the registration form with the required information.

Ticket Submission 

Partners can submit their queries and complaints via tickets on the following steps:

• Log in to the partner portal using your credentials & safeguard your credentials
• Navigate to the "Tickets" section.
• Click on "Start ticket."
• Select the appropriate department for your query or issue.
• Provide details about your query or issue, including a subject.
• Finally, submit the ticket.

Sales Queries

• The concerned department will respond within 2 hours of ticket submission.

Accounts Queries

• Accounts related queries (e.g. request transaction statement, pending dues clarification, payment discrepancies, billing errors, etc) must be submitted under the “Accounts” section of the portal. 
• The concerned department will respond within 2 hours of ticket submission.

Technical Queries

• Technical queries (e.g. technical guidance, technical faults, repeated issues or maintenance requests, etc) must be communicated through the Technical section.

Key Contacts: 

Sales Team –+91 79690 45335

Accounts Team – +91 79690 45320

Operations Team - +91 79690 45339

Technical Team - +91 79690 45336

All customer complaints should be routed to 9952300300 or support@sathyanet.com

Escalation 

Escalation process for partners to follow if issues raised through tickets are not resolved within the defined timeframes:

Portal Notifications/Communication

• All updates, including responses and issue resolutions, will be communicated via the portal's notification system.

Support & Helpdesk

• A dedicated support team will be available during business hours to assist LCOs and Franchisees with portal usage and resolving any technical difficulties.
• The Support team is accessible via +91 9952300300 

Violations

• Misuse of the partner portal (e.g., repeated submission of invalid queries, spamming, etc.) will lead to account suspension or other actions as per company policy.

Compliance