SUPPORT ESCALATION MATRIX
Response Times
Table 1.1 shows the priority assigned to faults according to the perceived importance of the reported situation. The priority level response time assignment (Table 1.2) is to refer to the initial telephone response to CLIENT by the VENDOR.
Table 1.1 - Response Priority
Support Level | Business Critical | Business Critical | Non-Business Critical | Request For Service | |
Fatal | Impaired | Fatal | Impaired | ||
High | A | B | B | C | R |
Medium | A | B | C | C | R |
Low | B or C | C or D | C or D | D | R |
Fatal | (F) | - Total system inoperability. |
Impaired | (IM) | - Partial system inoperability. |
Business Critical | (BC) | - Unable to perform core business functions. |
Non-Business Critical | (NBC) | - Able to perform limited core business functions. |
Request for Service | (R) | - General request for Service |
Table 1.2 - Priority Level Response Times
Priority Level | Response Time |
A | 6 - 8 Hours |
B | 8 - 12 Hours |
C | Next Business Day |
D | Next Business Day |
R | As per agreed plan |
Software Support Escalation Matrix:
Support Levels | Response Time | Phone | |
INITIAL TICKET / CALL LOG | Raise initial support Ticket online or Phone |
+91-7291094117 | |
Level 1 up to 48 hours | Maharashtra | +91-8850297473 | |
Delhi / NCR | +91-9549215557 | ||
Others | +91-7291094117 | ||
Level 2 up to 96 hours | Mukesh Sharma / Hemant Bhati |
+91-9829073236 | |
Level 3 > 96 hours |
Pradeep Kumawat |
+91-7023655557 |
|
Level 4 more than 1 week |
Ranvir Kaushik |
+91-7568666666 |
|
Hardware Support Escalation Matrix:
Support Levels | Response Time | Phone | |
INITIAL TICKET / CALL LOG |
Raise initial support Ticket online or Phone |
+91-7291094117 | |
Level 1 up to 96 hours |
Kaushal Rathi |
+91-9571199236 |
|
Level 2 > 96 hours |
Dinesh Kankheriya |
+91-9571193236 |
|
Level 3 more than 1 week |
Ranvir Kaushik |
+91-7568666666 |
|
Client must submit the following information in their support request
- Nature of Issue being faced;
- Complete description of the fault/request. – Support the description with screenshot / picture / video & provide error logs / data logs wherever required.