Resolution Times and Escalation Matrix

Troubleshooting & Resolution Time

 

Priority Priority Definition Mean Time to Assist (MTTA)/ Response Time Mean Time to Repair (MTTR) / Resolution Time Updates

Critical

(P1)

Out of Service –Eg: N/W, Device Down, Power Down or Infrastructure down 15 minutes* 2 hours 1 hour Interval

Medium

(P2)

Partial/Intermittent Service Interruptions – Ex: System, N/W performance degraded but still functioning 30 minutes* 8 hours 4 hour Interval

Low

(P3)

All Change requests, Access Requests etc. 1 hour* 24 hours 8 hour Interval

 

* Time starts when the problem is detected by ServerGuy support team or reported by the customer by creating a ticket in our support portal and ends on assistance/repair as applicable.

 

Escalation Matrix

 

P3 tickets(Low) P2 tickets(Medium) P1 tickets(Critical)
Level 0

Open a ticket at https://support.serverguy.com

or

email support@serverguy.com with a description of the issue.

Open a ticket at https://support.serverguy.com

or

email support@serverguy.com with a description of the issue

Open a ticket at https://support.serverguy.com

or

email support@serverguy.com with a description of the issue

> 1 hour > 30 min > 15 min
Level 1

Centralised support number

+91 9852704704 (India) or

+1 7142425683 (US) 

Extn: 2

Centralised support number

+91 9852704704 (India) or

+1 7142425683 (US)

Extn: 2

Centralised support number

+91 9852704704 (India) or

+1 7142425683 (US)

Extn: 2

> 12 hour > 4 hour > 1 hour
Level 2

Mr.Kunal Saini

Customer Success Manager

Email: kunal.s@serverguy.com

Phone: +91-9068205620

Mr.Kunal Saini

Customer Success Manager

Email: kunal.s@serverguy.com

Phone: +91-9068205620

Mr.Kunal Saini

Customer Success Manager

Email: kunal.s@serverguy.com

Phone: +91-9068205620

> 24 hour > 8 hour > 2 hour
Level 3

Mr.Vivek Bhatti

Senior Customer Success Manager

Email: vivek.b@serverguy.com

Phone: +91-9478384146

Mr.Vivek Bhatti

Senior Customer Success Manager

Email: vivek.b@serverguy.com

Phone: +91-9478384146

Mr.Vivek Bhatti

Senior Customer Success Manager

Email: vivek.b@serverguy.com

Phone: +91-9478384146

> 48 hour > 12 hour > 4 hour
Level 4

Mr.Amit Shah

Head of Service Delivery

Email: amit@serverguy.com

Phone: +91-9891044714

Mr.Amit Shah

Head of Service Delivery

Email: amit@serverguy.com

Phone: +91-9891044714

Mr.Amit Shah

Head of Service Delivery

Email: amit@serverguy.com

Phone: +91-9891044714

 

Notes:

1. Our support portal https://support.serverguy.com is the only centralized medium using which we track and maintain our support SLA’s. Issues reported or requests opened using any other medium will not be covered under the SLA.

2. Any other communication mediums like Skype, Hangout, Slack, etc are NOT covered under our SLA’s. These mediums may be used temporarily on a case to case project basis for better understanding, communication and initial on-boarding but cannot replace our support portal https://support.serverguy.com. The technical team is NOT 24×7 available on these mediums and we strongly advise to follow the escalation matrix to ensure timely responses and resolutions.

3. The client must be able to verify their account. ServerGuy support will not discuss account details until verification is obtained. Verification can be completed by referencing an open ticket number or by correctly answering few questions about your account.