Escalation Matrix

Vitecloud has a well-defined method of escalation to control all upcoming issue tickets. For a timely resolution, the tickets are periodically tracked & internally escalated to the next higher level, thereby avoiding SLA violations. To check the escalation matrix for the various types of issues below:

Cloud-platform Escalation Matrix

Severity	Primary Contact	First Escalation	Second Escalation
Urgent	45 Minutes	8 Hours	16 Hours
Normal	24 Hours	48 Hours	60 Hours
Cloud-platform issues like usage of MyAccount Portal and VM availability/reachability

Escalation Level

Escalation Level	Level 1	Level 2	Level 3	Level 4
Designation	Cloud Engineer	Team Lead	Product Manager	Customer Engagement Manager
Name	On-Duty Cloud Platform Engineer	Shiv Shankar Gupta	Ayush Kumar	Jaspreet Singh
	[email protected]	[email protected]	[email protected]	[email protected]
Phone:	011-41726555	011-41726555	011-41726555	011-41726555

Network Escalation Matrix

Severity	Primary Contact	First Escalation	Second Escalation
Urgent	30 Minutes	4 Hours	8 Hours
Normal	20 Hours	36 Hours	48 Hours
Network related, Internet Connectivity Related issues

Escalation Level

Escalation Level	Level 1	Level 2	Level 3	Level 4
Designation	Network Engineer	Team Lead	Senior Manager	Customer Engagement Manager
Name	On-Duty Cloud Platform Engineer	Shiv Shankar Gupta	Ayush Kumar	Jaspreet Singh
	[email protected]	[email protected]	[email protected]	[email protected]
Phone:	011-41726555	011-41726555	011-41726555	011-41726555