Direct escalation from Pawan to RailTel GM IT Mohan Prasad. Agent has prepared briefing doc: root cause, proposed resolution, 3-year renewal offer with ₹8L SLA credit.
Apply service credit to next invoice as goodwill gesture for 3 unresolved P1 tickets. Conditional on 3-year renewal commitment.
Present Q3–Q4 roadmap: RCS launch, IndicBERT NLP integration, new SLA tiers. Designed to re-anchor strategic value before renewal negotiation.