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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