Escalation Matrix. 14.1. As per the times show in table 3, call co-ordinators will be notified when calls have not been closed (resolved) with the specified time frames. If these severity’s times are not archived in table 3, the escalation table 3a for Data Services or table 3b for Voice Services can be used below. Data Services Escalation Level Position Responsibility Level 1 SMC Supervisor Network Monitoring 3rd Party Management Infrastructure Management Level 2 Incident Manager Escalations from Level 1 Level 3 Head of Operations Escalations from Level 2 Core network failures Level 4 Executive Client Service Escalations from Level 3 Core network failures Voice/UC Services Escalation Level Position Responsibility Level 1 SMC Supervisor Voice Monitoring 3rd Party Management Infrastructure Management Level 2 SNR Operation Manager Escalations from Level 1 Level 3 Head of Operations Escalations from Level 2 Voice network failures Level 4 Executive Head: Client Service Escalations from Level 3 Voice network failures
Escalation Matrix. Clients should engage with our Global Service Desk as a single point of contact to report issues, request services and receive information about service health. Our Global Service Desk leverages internal escalation procedures to ensure that issues are resolved in accordance with the Service Level Agreements (SLAs). Clients may also leverage Demyst assigned Customer / Business Relationship Manager to discuss overall relationship and escalate when appropriate and when responses from the Demyst Global Service Desk are not satisfactory to Client. Role Contact info Chief Executive Officer (CEO) Xxxx Xxxxxx xxxxxxx@xxxxxxxxxx.xxx Chief Information Officer (CIO) Xxxxxxxxxxx Xxxx xxxxx@xxxxxxxxxx.xxx Chief Operating Officer (COO) Xxxx Xxxxxxxxxx xxxxxxxxxxx@xxxxxxxxxx.xxx Chief Financial Officer (CFO) Katarina Dolphin xxxxxxxx@xxxxxxxxxx.xxx Head of Product - Demyst Product Julien Bonnier xxxxxxxx@xxxxxxxxxx.xxx Global Service Owner - Demyst Platform Xxxxxxx Xxxxxx xxxxxxx@xxxxxxxxxx.xxx International Service Manager - Demyst Platform Dai Sim xxxx@xxxxxxxxxx.xxx Americas Service Manager - Demyst Platform Xxxxxxx Xxxxx xxxxxx@xxxxxxxxxx.xxx Client Business Relationship Manager (BRM) Client specific - assigned during SOW execution. The table and diagram below outlines the escalation roles and paths. Demyst Global SLA Escalation Roles: Demyst Global SLA escalation paths (Management and Incident): * Management Escalation: ● Platform, infrastructure and security related escalations go to the CIO ● Only escalations resulting in financial impact should go to the CFO. ● Only escalations resulting in client deliverables, services or any operations underneath should go to the COO.
Escalation Matrix. Contact persons from Somnetics for rendering of Support are defined hereunder as follows: Please visit URL xxxx://xxxxxxxxx.xx/escalation-matrix-for-software/ for the updated contact details
Escalation Matrix. 8.1 The escalation matrix for resolving a issues is as follows:
Escalation Matrix. 10.1 The table below outlines the escalation contacts available to Customer if the Customer does not receive a satisfactory response to the escalation of Support Services under this SLA. Level Title First level Account Manager Second level Xxxx Clinical Service Delivery Manager Third level Xxxx Clinical Chief Client Officer 11 Additional Charge
Escalation Matrix. (15) On-going Support and SLAs: The Company offers on-going support to all Merchants through its designated support system which can be accessed:
Escalation Matrix. Logging of complaint is mandatory to ensure that fault ticket number is generated for further reference & auto escalation through our work flow system Pugmarks Intercloud LLP X/x Xxxxxxxx XXxxxxxxxxxxxxx Xxxxx xx Xxxxx Xxxx Xx. X-000, 0xx xxxxx, Xxxxxxxxxx Xxxx, Xxxxx VIII A Xxxxxx 00, XXX Xxxxx (Xxxxxx)
Escalation Matrix. P1 Tickets P2 Tickets P3 Tickets 24x7x365 Hours support 24x7x365 Hours support 24x7x365 Hours support URL : xxxx://xxxxxxx.xxxxx.xxx; URL : xxxx://xxxxxxx.xxxxx.xxx; URL : xxxx://xxxxxxx.xxxxx.xxx; Level Email : xxxxxxx@xxxxx.xx ; Email : xxxxxxx@xxxxx.xx ; Email : xxxxxxx@xxxxx.xx ; 0 Ph. No: +00-00-00000000. Ph. No: +00-00-00000000. Ph. No: +00-00-00000000. Helpdesk team will provide the Helpdesk team will provide the Ticket Helpdesk team will provide the Ticket Ticket # for your request. # for your request. # for your request. > 30 Min. > 2 Hrs. > 4 Hrs. Level Operations Manager (24*7) Operations Manager (24*7) Operations Manager (24*7) 1 Email ID: xxx@xxxxx.xx Email ID: xxx@xxxxx.xx Email ID: xxx@xxxxx.xx Ph. No: +00-0000000000 Ph. No: +00-0000000000 Ph. No: +00-0000000000 040-46474747, Extn:2587 040-46474747, Extn:2587 040-46474747, Extn:2587 > 1 Hrs. > 4 Hrs. > 8 Hrs. Level Xx. Xxxxxxx Xxxxxxxxxx Xx. Xxxxxxx Xxxxxxxxxx Xx. Xxxxxxx Xxxxxxxxxx 2 Sr. Manager - CRM Sr. Manager – CRM Sr. Manager - CRM Email ID: xxxxxxx.x@xxxxx.xx Email ID: xxxxxxx.x@xxxxx.xx Email ID: xxxxxxx.x@xxxxx.xx Ph. No: +00- 0000000000 Ph. No: +00- 0000000000 Ph. No: +00- 0000000000 > 4 Hrs. > 8 Hrs. > 16 Hrs. Level Xx. Xxxxxxxx Singam Xx. Xxxxxxxx Singam Xx. Xxxxxxxx Singam 3 Service Delivery Manager Service Delivery Manager Service Delivery Manager Email ID: xxxxxxxx.x@xxxxx.xx Email ID: xxxxxxxx.x@xxxxx.xx Email ID: xxxxxxxx.x@xxxxx.xx Ph. No: +00- 0000000000 Ph. No: +00- 0000000000 Ph. No: +00- 0000000000 > 8 Hrs. > 16 Hrs. > 24 Hrs. Level Xx. Xxxxxx Reddy Xx. Xxxxxx Reddy Xx. Xxxxxx Reddy 4 VP & Head - Service Delivery VP & Head - Service Delivery VP & Head - Service Delivery Email ID: xxxxxx.x@xxxxx.xx Email ID: xxxxxx.x@xxxxx.xx Email ID: xxxxxx.x@xxxxx.xx Ph. No: +00-0000000000 Ph. No: +00-0000000000 Ph. No: +00-0000000000 Level > 16 Hrs. > 32 Hrs. > 48 Hrs. 5 Mr. Santosh Akkula Mr. Santosh Akkula Mr. Santosh Akkula SVP Technology SVP Technology SVP Technology Email ID: Xxxxxxx.Xxxxxx@xxxxx.xx Email ID: Xxxxxxx.Xxxxxx@xxxxx.xx Email ID: Xxxxxxx.Xxxxxx@xxxxx.xx Ph. No: +00-0000000000 Ph. No: +00-0000000000 Ph. No: +00-0000000000
Escalation Matrix. Leve l Time After Expiry of ERT Name Portfolio Contact Information 1 Immediately after expiration of ERT NA Support Manager Email: xxxxxxx@xxxxx-xxxx.xx 2 Lapse of 4 Hours of ERT Xx. Xxxxxxxxx B Delivery Head ph: +00 0000000000 email: xxxxxxxxx@bizmo- xxxx.xxx 3 Lapse of 12 Hours of ERT Xx. Xxxxxxx Product Head ph: +00 0000000000 email: xxxxxxx.xxxx@bizmo- xxxx.xxx
Escalation Matrix. This procedure describes the method used by the customer to alert appropriate Ooredoo per- sonnel that an emergency out-of-line situation has occurred, which may require their urgent attention. It will also be used as a vehicle for escalating a situation to Management levels of Ooredoo. Customer may want to escalate a topic within Ooredoo for reasons such as, but not limited to: - Increase the priority for a resolution of a problem or a required support, where severe Business Impact occurred. - SLA Breach. - Prolonged outages. - Dissatisfaction with any of the key indicators done by Ooredoo staff - Has an exceptional request regarding the support and maintenance activities. Customers & Internal stakeholders may contact the following persons by phone, email, or any other means as detailed in the following Escalation Matrix Level Title Contact Telephone Email Address Time line Sev1 Sev2 Sev3 1st Enterprise Services Center +000 00000000 xxx@xxxxxxx.xx As per SLA As per SLA As per SLA 2nd Team-Leader En- terprise Service Center Xxxx Xxxxx Xxxxxxx Xxxxxxx +000 00000000 +000 00000000 +000 00000000 RGupta@consult- xxxx.xxxxxxx.xx SKarkera@consult- xxxx.xxxxxxx.xx As per SLA As per SLA As per SLA 3rd Manager Enter- prise Service Center Xxxxxxx Xxxxx +000 00000000 +000 00000000 xxxxxx@xxxxxxx.xx As per SLA As per SLA As per SLA 4th Sr. Manager Ser- vice Assurance Xxxxxx Xxxxxx +000 00000000 +000 00000000 xxxxxxx@xxxxxxx.xx As per SLA As per SLA As per SLA
