Escalation Contact Flow Matrix

(Escalation 1) Support – Helpline
(Escalation 2) Team Leads
+91 8390 680 880
sanjay@accops.com
+91 8010 944 635
manoj.gaikwad@accops.com
+91 8390 180 880
pankaj.singh@accops.com
(Escalation 3) Sr. Manager – Customer Support Operations & Technical
+91 9987 942 599
shriraj.kamblee@accops.com
(Escalation 4) Director – 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!

Service Level Objectives

Features SILVER GOLD PLATINUM
Regular Support Timing 5 Days / Week, 09:00 AM - 06:00 PM 6 Days / Week, 09:00 AM - 09:00 PM 6 Days/Week, 09:00 AM - 09:00 PM
24x7 P1 Emergency Support
First Response Time: P1 < 2 Hours < 30 Mins, 24x7 < 15 Mins, 24x7
First Response Time: P2 < 8 Hours < 1 Hours < 30 Mins, 24x7
First Response Time: Others (P3 and or P4) < 24 Hours < 4 Hours < 2 Hours
Support Experience level - For First Response L1 (Pool) L1 (Pool) L2 (pool)
Priority L2 Access NA
General maintenance support hours per year 0 20 Hours 60 Hours
PRIORITY Technical Support Engineer for Single Shift (9x5) Yes (1 SSE), 1 Shift
PRIORITY Technical Support Engineers for 24 x 7 Additional (SSE) Engineer at Add-On Cost
Technical Account Manager (TAM) and Hours 45 Hours (9x5)
Email / Support Portal access
Remote Support
Telephonic Support
Health Monitoring & Check-ups
Custom Releases for Bug Fixes
Best Practice Reviews
Periodic Product Trainings
SSE: Senior Support Engineer (L2 Technical Expert)
Level: Silver / Gold / Platinum
Emergency Support: 24 x 7 (Complete / Major Production loss)

Onsite Visits

Customers with Gold or Platinum level support can avail Onsite visit of an L1 or L2 engineer (or TSE) visit in any city for maximum 4 times a year on a per man day cost basis. Travel and accommodation cost shall be charged at actuals.

Accops Provides Following SLA on Reported Security Vulnerability, Reported on Public Domain

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
FOR DETAILED SCOPE AND SERVICE LEVEL OBJECTIVES, PLEASE REFER TO ACCOPS SERVICE LEVEL AGREEMENT (SLA DOCUMENT)