This article introduces the escalation matrix designed for the North Indian region. Below are the Point of Contact (POC) details categorized by escalation levels.

Level	Point of Contact (POC)	Email	POC's Number
Level 1 (0 to 1 Hr)	Customer Support Desk	[email protected]	Toll-free: 1800 123 150150
Level 2 (>2 Hr)	Saurabh Chakraborthy Team Leader	[email protected]	Mobile: +91 9792552645
Level 3 (>3 Hr)	Shreepal Singh Asst. CS Manager North	[email protected]	Mobile: +91 8800127832
Level 4 (>4 Hr)	Devpriya D. Das. Director, Technical Support	[email protected]	Mobile: +91 7093001800

Toll: +91 80 68970018 /+91 80 47486799 / +91 80 35216705

WhatsApp Chat: https://wa.me/1800123150150

For IVR/Chat flows

For any modifications or issues related to IVR or chat flows, please send an email to [email protected]

Level	Point of Contact (POC)	Email	POC's Number
Level 1 (1 to 2 Hr)	CR Desk	[email protected]	Toll-free: 1800 123 150150
Level 2 (2 to 4 Hr)	Sravanthi C	[email protected]
Level 3 (4 to 8 Hr)	Rampradeep Kumar	[email protected]	Mobile: +91 9686255526

Standard Response and Resolution Time:

Details on the Ozonetel's response and resolution time based on the severity.

Case Severity	Program Error Priority Definition	Example	Response Time	Resolution Time
P0 (Urgent)	The most severe type of Program Error. It can be described as a showstopper, a critical failure in an operational activity where no workaround is available.	Service down	30 minutes	Within 2 hours
P1 (High)	This is the second most severe type of Program Error. These problems are considered high-impact issues. Problems in this assessment category include an application that is inoperative or seriously degraded where a short-term workaround is available.	Reduced usability of Service (i.e. material data access errors)	2 hours	8 hours
P2 (Medium)	The Program Error limits the functionality or usefulness of the application, but the condition is not critical to the continued operation of the Ozonetel products’ Service. A readily available workaround can be applied or used with little or no operational impact.	An inconvenient workaround, but the Service is functional	4 hours	16 hours
P3 (Low)	This is the least severe type of Program Error. It can be described as a minimal problem arising from a misleading or unsatisfactory component or feature. The problem can be circumvented with no operational impact and there are no data integrity issues. Deferred maintenance of “low” Program Errors is acceptable.	Minimal to no impact, but may be resolved in the next patch update	8 hours	7 days

Brief description of issue types & the Case Severity:

Issue Description	Ozonetel /3rd party (TPT) issue	Case Severity
Ozonetel Agent portal is down	Ozonetel issue	P0
Cloud Agent WebRTC is not working	Ozonetel issue	P0
Ozonetel PRI is up but IVR is not working	Ozonetel issue	P0
Ozonetel PRI is up but the call is not routing to agents	Ozonetel issue	P0
Cloud Agent Chat widget is not working	Ozonetel issue	P0
Cloud Agent Admin portal is down	Ozonetel issue	P1
Cloud Agent Dashboard portal is down	Ozonetel issue	P1
Cloud Agent Outbound Dialer is not working	Ozonetel issue	P1
Cloud Agent Call control features are not working	Ozonetel issue	P1
Cloud Agent UI Configuration related issues	Ozonetel issue	P1
Ozonetel PRI is down / flapping in Ozonetel IDC	TPT issue - Telco	P2
Ozonetel Internet is down / Flapping in Ozonetel IDC	TPT issue - Telco	P2
Cloud Agent Report portal is down	Ozonetel issue	P2
Any issues related to Cloud Agent API / CRM Integration	Ozonetel issue	P2
Any issues related to Cloud Agent reports	Ozonetel issue	P3