India's Largest NSE Listed Cloud Provider

Escalation Matrix

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
SeverityPrimary ContactFirst EscalationSecond Escalation
Urgent45 Minutes8 Hours16 Hours
Normal24 Hours48 Hours60 Hours
Cloud-platform issues like usage of MyAccount Portal and VM availability/reachability
Escalation Level
Escalation LevelLevel 1Level 2Level 3Level 4
DesignationCloud EngineerTeam LeadProduct ManagerCustomer Engagement Manager
NameOn-Duty Cloud Platform EngineerMohamed AasimMushabAbdullah Masood
cloud-platform@e2enetworks.commohamed.aasim@e2enetworks.commushab@e2enetworks.commasood@e2enetworks.com
Phone:011-41171818011-4224995599940871239655168391
Network Escalation Matrix
SeverityPrimary ContactFirst EscalationSecond Escalation
Urgent30 Minutes4 Hours8 Hours
Normal20 Hours36 Hours48 Hours
Network related, Internet Connectivity Related issues 
Escalation Level
Escalation LevelLevel 1Level 2Level 3Level 4
DesignationNetwork EngineerTeam LeadSenior ManagerCustomer Engagement Manager
NameOn-Duty Cloud Platform EngineerAasimAmit MehtaMasood
cloud-platform@e2enetworks.commohamed.aasim@e2enetworks.comamit.mehta@e2enetworks.commasood@e2enetworks.com
Phone:011-41171818011-4224995592553892559655168391