Escalation Contact Matrix

(Escalation 1) Support – Helpline
(Escalation 2) (Team Leads)
+91 8390 180 880
pankaj.singh@accops.com
+91 8010 944 635
manoj.gaikwad@accops.com
+91 8390 680 880
sanjay@accops.com
(Escalation 3) (Sr. Manager – Customer Support Operations & Technical)
+91 9987 942 599
shriraj.kamblee@accops.com
(Escalation 4) (Head – Customer Support Operations & Technical)
+91 9765 400 775
sunil.titto@accops.com
Due to higher call volumes; if in case you are unable to reach our Technical experts via our Helpline number. Please do follow Escalation Matrix Level 2 and so on!

Escalations Matrix

Level: Enterprise
Timing: 12 x 6 (Monday to Saturday) 09:00 AM – 09:00 PM IST
Emergency Support: 24 x 7 (Complete / Major Production loss)

SLO’s

Priority 1
Priority 2
Priority 3
Priority 4
Incident Type
Complete Loss of Function
(75% user’s impact)
Partial Loss of Function
(30-45% of impact)
Minor Problems with No
Impact on Business
Minor Incidents
First Response
30 Minutes
30 Minutes
4 Hours
24 Hours
Restoration Goal
4 Hours
8 Hours
5 Business Days
14 Business Days
Dev Efforts (Temp Patches/ Firmware changes)
1 Week (7 Business Days)
15 Days (Business Days)
3 Months
6 Months
Permanent Fix (Maintenance Release)
6 Months
Next Release
Next Release
Next Release
Support Management Escalation
Within 1 Hour
Within 2 Hours
Within 2 Days
After 7 Business Days