Escalation Matrix

E2E Networks has a well defined escalation process to handle all upcoming trouble tickets. The tickets are regularly monitored & escalated internally to the next higher level for a timely resolution thus avoiding violation of SLA. To check the escalation matrix on different types of issue below:

Cloud-platform Escalation Matrix
Severity
Urgent
Normal
Primary Contact
45 Minutes
24 Hours
First Escalation
8 Hours
48 Hours
Second Escalation
16 Hours
60 Hours
Cloud-platform issues like usage of MyAccount Portal and VM availability/reachability
Escalation Level
Escalation Level
Designation
Name
Email
Phone
Level 1
Cloud Engineer
On-Duty Cloud Platform Engineer
cloud-platform@e2enetworks.com
011-41171818
Level 2
Team Lead
Mr. Rajesh
rajesh@e2enetworks.com
011-42249955
Level 3
Product Manager
Mushab
mushab@e2enetworks.com
9994087123
Network Escalation Matrix
Severity
Urgent
Normal
Primary Contact
30 Minutes
20 Hours
First Escalation
4 Hours
36 Hours
Second Escalation
8 Hours
48 Hours
Network related, Internet Connectivity Related issues
Escalation Level
Escalation Level
Designation
Name
Email
Phone
Level 1
Network Engineer
On-Duty Cloud Platform Engineer
cloud-platform@e2enetworks.com
011-41171818
Level 2
Team Lead
Mr. Rajesh
rajesh@e2enetworks.com
011-42249955
Level 3
Senior Manager
Amit Mehta
amit.mehta@e2enetworks.com
9255389255