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 | Primary Contact | First Escalation | Second Escalation |
|---|---|---|---|
| Urgent | 45 Minutes | 8 Hours | 16 Hours |
| Normal | 24 Hours | 48 Hours | 60 Hours |
Cloud-platform issues like usage of MyAccount Portal and VM availability/reachability
Escalation Level
| Escalation Level | Designation | Name | 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 | Primary Contact | First Escalation | Second Escalation |
|---|---|---|---|
| Urgent | 30 Minutes | 4 Hours | 8 Hours |
| Normal | 20 Hours | 36 Hours | 48 Hours |
Network related, Internet Connectivity Related issues
Escalation Level
| Escalation Level | Designation | Name | 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 |