International
International Escalation Matrix
This article outlines the escalation matrix designed for international users. The Point of Contact (POC) details are listed below, categorized by escalation levels.
General Support Escalation
Level | Point of Contact (POC) | |
---|---|---|
Level 1 (0 to 1 Hr) | Customer Support Desk | See regional contacts below |
Level 2 (1 to 2 Hr) | Shift Team Leader | hewit.m@ozonetel.com |
Level 3 (4 Hr) | Devpriya D. Das Director, Technical Support | dev@ozonetel.com |
Regional Support Contacts
India
- Toll Free: 1800 123 150150
- Toll: +91 80 68970018 / +91 80 47486799 / +91 80 35216705
International Contacts
Region | Contact Number | |
---|---|---|
USA | support@getkookoo.com | +1 559 888 7084 |
UK | support@getkookoo.com | +44 203 9848368 |
Singapore | support.sea@ozonetel.com | +65 3138 9148 |
UAE | uae.support@ozonetel.com | +971 452 60004 |
Malaysia | support.sea@ozonetel.com | +60 3921 25991 |
Philippines | support.sea@ozonetel.com | +63 2639 6996 |
IVR/Chat Flow Support
For any modifications or issues related to IVR or chat flows, please send an email to cr@ozonetel.com
Level | Point of Contact (POC) | POC's Number | |
---|---|---|---|
Level 1 (1 to 2 Hr) | CR Desk | cr@ozonetel.com | Toll-free: 1800 123 150150 |
Level 2 (2 to 4 Hr) | Sravanthi C | sravanthi.c@ozonetel.com | |
Level 3 (4 to 8 Hr) | Rampradeep Kumar | rampradeep.kumar@ozonetel.com | 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 3 days ago