India West
West India Escalation Matrix
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.
General Support Escalation
| 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 |
Additional Contact Numbers:
- Toll: +91 80 68970018 / +91 80 47486799 / +91 80 35216705
- Support on WhatsApp Chat: https://wa.me/1800123150150
IVR/Chat Flow Support
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 Ozonetel's response and resolution time based on severity.
Severity Levels
| Case Severity | Definition | Example | Response Time | Resolution Time |
|---|---|---|---|---|
| P0 (Urgent) | Most severe issues - showstopper, critical failure with no workaround | Service down | 30 minutes | Within 2 hours |
| P1 (High) | High-impact issues - inoperative or seriously degraded with short-term workaround | Reduced usability of Service | 2 hours | 8 hours |
| P2 (Medium) | Limited functionality with readily available workaround | An inconvenient workaround, but Service is functional | 4 hours | 16 hours |
| P3 (Low) | Minimal problems with no operational impact | Minimal impact, resolvable in next patch | 8 hours | 7 days |
Issue Types and Severity Classification
| Issue Description | Owner | Case Severity |
|---|---|---|
| P0 Issues | ||
| 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 call not routing to agents | Ozonetel issue | P0 |
| Cloud Agent Chat widget is not working | Ozonetel issue | P0 |
| P1 Issues | ||
| 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 not working | Ozonetel issue | P1 |
| Cloud Agent UI Configuration related issues | Ozonetel issue | P1 |
| P2 Issues | ||
| 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 |
| Issues related to Cloud Agent API / CRM Integration | Ozonetel issue | P2 |
| P3 Issues | ||
| Issues related to Cloud Agent reports | Ozonetel issue | P3 |
Updated 10 days ago