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 | [email protected] |
| Level 3 (4 Hr) | Devpriya D. Das Director, Technical Support | [email protected] |
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] | |
| 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 4 months ago