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) | Contact Number | |
|---|---|---|---|
Level 1 | Support | +1 (559) 888 7084, +44 (203) 9848368 | |
Level 2 | Abhishek Kumar. | +91 7503656085 +1 (669) 369 0397 | |
Level 3 | Abdul Mujeeb, | +91 8977121176 +1 (669) 369 0399 | |
Level 3 | Devpriya D. Das Director, Technical Support | +91 7093001800 +1 (669) 369 0400 |
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 | [email protected] | +1 559 888 7084 |
| UK | [email protected] | +44 203 9848368 |
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] | Mobile: +91 9381912149 |
| 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 17 days ago