Escalation Matrix
Escalation Matrix for System Down, significantly affecting End Customers
Time | Name | Role | Contact No | Email Address |
---|---|---|---|---|
30 Minutes | 24x7 Helpline | 24x7 Helpline | +91-120-4840000 | [email protected] |
1 Hour | 24x7 Helpline Lead | Lead Helpline | +91-9899980752 | [email protected] |
2 Hours | Mr. Piyush | Head Service Operations | +91-9899980626 | [email protected] |
6 Hours | Mr. Manoj Dhanda | CEO | +91-120-4840048 | [email protected] |
Escalation Matrix for System Down, significantly affecting End Customers
Time | Name | Role | Contact No | Email Address |
---|---|---|---|---|
30 Minutes | 24x7 Helpline | 24x7 Helpline | +91-120-4840000 | [email protected] |
1 Hour | 24x7 Helpline Lead | Lead Helpline | +91-9899980752 | [email protected] |
2 Hours | Mr. Piyush | Head Service Operations | +91-9899980626 | [email protected] |
6 Hours | Mr. Manoj Dhanda | CEO | +91-120-4840048 | [email protected] |
Escalation Matrix for System performance severely degraded but still functioning
Time | Name | Role | Contact No | Email Address |
---|---|---|---|---|
2 Hours | 24x7 Helpline | 24x7 Helpline | +91-120-4840000 | [email protected] |
4 Hour | 24x7 Helpline Lead | Lead Helpline | +91-9899980752 | [email protected] |
12 Hours | Mr. Piyush | Head Service Operations | +91-9899980626 | [email protected] |
36 Hours | Mr. Manoj Dhanda | CEO | +91-120-4840048 | [email protected] |
Escalation Matrix for Service Request, significantly affecting End Customers
Time | Name | Role | Contact No | Email Address |
---|---|---|---|---|
30 Minutes | 24x7 Helpline | 24x7 Helpline | +91-120-4840000 | [email protected] |
1 Hour | 24x7 Helpline Lead | Lead Helpline | +91-9899980752 | [email protected] |
4 Hours | Mr. Piyush | Head Service Operations | +91-9899980626 | [email protected] |
12 Hours | Mr. Manoj Dhanda | CEO | +91-120-4840048 | [email protected] |
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