Escalation Matrix

Support Helpline

+91 8144 880 880 / +91 8745 962 121

DaaS Helpline

+91 8144 880 880 / +91 8745 962 121   (Ext: #30)

Accops Thin Client RMA

+91 8144 880 880 / +91 8745 962 121

Escalation 1 (Level 1)

+91 8144 880 880 / +91 8745 962 121   (Ext: #101)

Escalation 2 (Level 2)

+91 8144 880 880 / +91 8745 962 121   (Ext: #102)

Escalation 3 (Sr. Manager – Customer Success)

SLO’s

Benchmarking Components

Priority 1(Urgent)

Priority 2(High)

Priority 3(Medium)

Priority 4(Low)
Incident Type

Complete Loss of Function
(75% user’s impact)

Partial Loss of Function
(30-45% of impact)

Minor Problems
(No Impact on Business)

Minor Incidents
First Response

30 Minutes

1 Hour

4 Hours

24 Hours
Restoration Goal

4 Hours

8 Hours

3 Business Days

7 Business Days
Dev Efforts
(Temp Patches/ Firmware changes)

1 Week
(7 Business Days)

15 Days
(Business Days)

3 Months

-
Permanent Fix (Maintenance Release)

6 Months
(Patch or Next Release)

Depends
(Next Major Release)

Depends
(Next Major Release)

Depends
(Next Major Release)
Support Management Escalation

(Level 3 & 4)
Within 1 Hour

(Level 2, 3 & 4)
Within 2 Hours

(Level 1 & 2)
Within 2 Days

(Level 1 & 2)
After 7 Business Days

Support Levels - India Support Levels - Rest of the world
Features Standard Enterprise Enterprise+ Priority Support
Add-On
Regular Support Timing 5 Days / Week
9:00 AM - 6:00 PM IST		 6 Days / Week
9:00 AM - 9:00 PM IST		 24 x 7 x 365 As Per Purchased
Support Model
24x7 P1 Emergency Support 10 Hours Unlimited As Per Purchased
Support Model
First Response Time: P1 < 2 Hours < 30 Mins. < 30 Mins. < 15 Mins.
First Response Time: P2 < 8 Hours < 1 Hours < 1 Hours < 1 Hours
First Response Time: P3 < 24 Hours < 4 Hours < 2 Hours < 2 Hours
First Response Time: Others < 24 Hours < 24 Hours < 4 Hours < 4 Hours
Support Experience level - For First Response L1 (Pool) L1 (Pool) L1 (Pool) L2 (Pool)
Priority L2 Access Not Applicable
General maintenance support hours per year None 10 Hours 50 Hours 80 Hours
PRIORITY Technical Support Engineer for Single Shift (9x5) 1 Shift
PRIORITY Technical Support Engineers for 24 x 7 Additional Engineer
(At Add-On Cost)
Technical Account Manager (TAM) and Hours 45 Hrs
Email / Support Portal access
Remote Support
Telephonic Support
Health Monitoring & Check-ups 1 Instance
(Per Year)		 1 Instance
(Per Quarter)
Custom Releases for Bug Fixes
Best Practice Reviews
Periodic Product Trainings

Click to see Accops' SLA for reported vulnerabilities

Vulnerability Level SLA for Accops Products SLA for Open Source or 3rd Party Modules
Critical, CVSS Score (9.0-10)
Mitigation or Permanent fix within 15 days
15 days post validated fix available
High, CVSS Score (7.0-8.9)
Mitigation or Permanent fix within 30 days
30 days post validated fix available
Medium, CVSS Score (4.0-6.9)
Mitigation or Permanent fix within 60 days
60 days post validated fix available
Low, CVSS Score (0.1-3.9)
Mitigation or Permanent fix within 180 days
180 days post validated fix available
  • Support Helpline : All calls are recorded for “Quality and Training” purposes. Escalations Contacts for Escalations 1 and 2 are available between 08:00 AM IST to 11:59 PM Escalation 3 and Escalation 4 are available 24x7, provided if no response by Escalation 1, 2 and 3
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  • Onsite visits are applicable only for Enterprise and Enterprise + Customers. Visit of an L1 or L2 Engineer (or TSE) to any city for a maximum of four (4) times a year on a per manday cost basis. Travel and accommodation costs shall be charged at actuals.
    •  
  • Region-wise Enterprise Support: Customers who opted for Enterprise Support are eligible to use Support Timings only as per 1 Region (mentioned in the agreement).