This matrix defines the escalation path for support tickets. Always start at Level 0 and escalate upward only when response SLAs are exceeded for your ticket priority.
✉ Open a TicketL0
Start
24 × 7 × 365 Helpdesk Portal
First point of contact — Helpdesk team will provide the Ticket # for your request
P1 — Escalate if
> 15 minutes
P2 — Escalate if
> 30 minutes
P3 — Escalate if
> 30 minutes
Escalate if unresolved →
L1
Level 1
Helpdesk Team
First-line support engineers — immediate response & triage
P1 — Escalate if
> 1 hour
P2 — Escalate if
> 4 hours
P3 — Escalate if
> 8 hours
Escalate if unresolved →
L2
Level 2
Senior Engineering Team
Senior engineers — Deep technical troubleshooting
P1 — Escalate if
> 4 hours
P2 — Escalate if
> 8 hours
P3 — Escalate if
> 16 hours
Escalate if unresolved →
L3
Level 3
Mr. Naresh Singh Chahar
Data Center Operation Manager
P1 — Escalate if
> 8 hours
P2 — Escalate if
> 16 hours
P3 — Escalate if
> 24 hours
Escalate if unresolved →
L4
Level 4
P1 — Escalate if
> 16 hours
P2 — Escalate if
> 32 hours
P3 — Escalate if
> 48 hours
Final escalation →
L5
Final
P1 — Breach at
Executive Level
P2 — Breach at
Executive Level
P3 — Breach at
Executive Level