India West
This article presents the escalation matrix tailored for the Western Indian region. The following are the Point of Contact (POC) details, organized by escalation levels.
| Level | Point of Contact (POC) | POC's Number | |
|---|---|---|---|
| Level 1 (0 to 1 Hr) | Customer Support Desk | [email protected] | Toll-free: 1800 123 150150 |
| Level 2 (>2 Hr) | Naresh Kumar Team Leader | [email protected] | Mobile: +91 9892936119 |
| Level 3 (>4 Hr) | Satish Shahi CS Manager, West | [email protected] | Mobile: +91 9860791677 |
| Level 4 (8 Hr) | Devpriya D. Das. Director, Technical Support | [email protected] | Mobile: +91 7093001800 |
Toll: +91 80 68970018 /+91 80 47486799 / +91 80 35216705
Support on 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) | 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 |
Updated 6 months ago