Resolution Times and Escalation Matrix
Troubleshooting & Resolution Time
| Priority | Priority Definition | Mean Time to Assist (MTTA)/ Response Time | Mean Time to Repair (MTTR) / Resolution Time | Updates |
|
Critical (P1) |
Out of Service –Eg: N/W, Device Down, Power Down or Infrastructure down | 15 minutes* | 2 hours | 1 hour Interval |
|
Medium (P2) |
Partial/Intermittent Service Interruptions – Ex: System, N/W performance degraded but still functioning | 30 minutes* | 8 hours | 4 hour Interval |
|
Low (P3) |
All Change requests, Access Requests etc. | 1 hour* | 24 hours | 8 hour Interval |
* Time starts when the problem is detected by the MantraCloud support team or reported by the customer by creating a ticket in our support portal and ends on assistance/repair as applicable.
Escalation Matrix
| P3 tickets(Low) | P2 tickets(Medium) | P1 tickets(Critical) | |
| Level 0 |
Open a ticket at https://support.mantracloud.com or email support@mantracloud.com with a description of the issue. |
Open a ticket at https://support.mantracloud.com or email support@mantracloud.comwith a description of the issue |
Open a ticket at https://support.mantracloud.com or email support@mantracloud.comwith a description of the issue |
| > 1 hour | > 30 min | > 15 min | |
| Level 1 |
Centralised support number +91 9852704704 (India) or +1 7142425683 (US) Extn: 2 |
Centralised support number +91 9852704704 (India) or +1 7142425683 (US) Extn: 2 |
Centralised support number +91 9852704704 (India) or +1 7142425683 (US) Extn: 2 |
| > 12 hour | > 4 hour | > 1 hour | |
| Level 2 |
Mr. Amit Shah Head of Service Delivery Email: amit@mantracloud.com Phone: +91-9891044714 |
Mr. Amit Shah Head of Service Delivery Email: amit@mantracloud.com Phone: +91-9891044714 |
Mr. Amit Shah Head of Service Delivery Email: amit@mantracloud.com Phone: +91-9891044714 |
| > 24 hour | > 8 hour | > 2 hour | |
| Level 3 |
Mr. Arun Bansal CEO Email: arun@mantracloud.com Phone: +91-9899464385 |
Mr. Arun Bansal CEO Email: arun@mantracloud.com Phone: +91-9899464385 |
Mr. Arun Bansal CEO Email: arun@mantracloud.com Phone: +91-9899464385 |
| > 48 hour | > 12 hour | > 4 hour |
Notes:
1. Our support portal https://support.mantracloud.com is the only centralized medium using which we track and maintain our support SLA’s. Issues reported or requests opened using any other medium will not be covered under the SLA.
2. Any other communication mediums like Skype, Hangout, Slack, etc. are NOT covered under our SLA’s. These mediums may be used temporarily on a case to case project basis for better understanding, communication and initial on-boarding but cannot replace our support portal https://support.mantracloud.com. The technical team is NOT 24×7 available on these mediums and we strongly advise you to follow the escalation matrix to ensure timely responses and resolutions.
3. The client must be able to verify their account. support will not discuss account details until verification is obtained. Verification can be completed by referencing an open ticket number or by correctly answering few questions about your account.