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:
| 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 | Level 1 | Level 2 | Level 3 | Level 4 |
|---|---|---|---|---|
| Designation | Cloud Engineer | Team Lead | Product Manager | Customer Engagement Manager |
| Name | On-Duty Cloud Platform Engineer | Mohamed Aasim | Mushab | Abdullah Masood |
| cloud-platform@e2enetworks.com | mohamed.aasim@e2enetworks.com | mushab@e2enetworks.com | masood@e2enetworks.com | |
| Phone: | 011-41171818 | 011-42249955 | 9994087123 | 9443368391 |
| 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 | Level 1 | Level 2 | Level 3 | Level 4 |
|---|---|---|---|---|
| Designation | Network Engineer | Team Lead | Senior Manager | Customer Engagement Manager |
| Name | On-Duty Cloud Platform Engineer | Aasim | Amit Mehta | Masood |
| cloud-platform@e2enetworks.com | mohamed.aasim@e2enetworks.com | amit.mehta@e2enetworks.com | masood@e2enetworks.com | |
| Phone: | 011-41171818 | 011-42249955 | 9255389255 | 9443368391 |