India North

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

LevelPoint of Contact (POC)EmailPOC'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]

LevelPoint of Contact (POC)EmailPOC'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 SeverityProgram Error Priority DefinitionExampleResponse TimeResolution 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 down30 minutesWithin 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 hours8 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 functional4 hours16 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 update8 hours7 days

Brief description of issue types & the Case Severity:

Issue DescriptionOzonetel /3rd party (TPT) issueCase Severity
Ozonetel Agent portal is downOzonetel issueP0
Cloud Agent WebRTC is not workingOzonetel issueP0
Ozonetel PRI is up but IVR is not workingOzonetel issueP0
Ozonetel PRI is up but the call is not routing to agentsOzonetel issueP0
Cloud Agent Chat widget is not workingOzonetel issueP0
Cloud Agent Admin portal is downOzonetel issueP1
Cloud Agent Dashboard portal is downOzonetel issueP1
Cloud Agent Outbound Dialer is not workingOzonetel issueP1
Cloud Agent Call control features are not workingOzonetel issueP1
Cloud Agent UI Configuration related issuesOzonetel issueP1
Ozonetel PRI is down / flapping in Ozonetel IDCTPT issue - TelcoP2
Ozonetel Internet is down / Flapping in Ozonetel IDCTPT issue - TelcoP2
Cloud Agent Report portal is downOzonetel issueP2
Any issues related to Cloud Agent API / CRM IntegrationOzonetel issueP2
Any issues related to Cloud Agent reportsOzonetel issueP3