Service Escalation Matrix

If your service request is not progressing according to the applicable service commitment, you can escalate it through our defined support hierarchy.

Escalate a Request See the matrix
Escalation matrix

Five levels, each with a clear owner

Customers should always start with an active Service Ticket. Escalate one level at a time, quoting the Ticket ID.

  1. Level1

    Service Desk

    Purpose: Initial ticket handling

    Responsibilities:

    • Ticket registration
    • Initial troubleshooting
    • Ticket acknowledgement
    • Correct categorization
    • Engineer assignment
    • Status updates
    Handled by
    Service Desk
    Note
    Customers should always start with an active Service Ticket.
  2. Level2

    Technical Escalation

    Escalate when:

    • Issue requires advanced technical knowledge
    • Initial troubleshooting fails
    • Repeated issue occurs
    • Specialist intervention is required
    Handled by
    Senior Technical Support / Technical Lead
  3. Level3

    Service Management

    Escalate when:

    • Ticket progress is significantly delayed
    • SLA risk exists
    • Engineer coordination issue occurs
    • Repeated service failure occurs
    • Customer requires management intervention
    Handled by
    Service Manager
  4. Level4

    Service Head

    For:

    • Major service disruption
    • Critical enterprise incident
    • Significant SLA concern
    • Repeated unresolved problem
    • Multi-location service issue
    Handled by
    Service Head
  5. Level5

    Management Escalation

    Reserved for serious unresolved commercial/service issues requiring senior management attention.

    Handled by
    Senior Management
Escalation form

Escalate a service request

Tell us the ticket, where it stands now and why it needs to move up. The escalation goes to the next level in the matrix.

  • An active Ticket ID is required to escalate
  • Business impact decides how fast it is picked up
  • You are told who owns the ticket at the new level

No ticket yet?

Raise a service request first — escalations are tracked against an existing ticket.

Raise a Service Request

Escalation form

Fields marked * are required.

1Ticket & contact

2Escalation

Business Impact *
What has happened on the ticket so far, and what outcome you need.

The escalation is registered against your Ticket ID and routed to the next level.

P1 business-critical outage?

Call the service desk directly and quote your Ticket ID — critical incidents are escalated immediately.

Call +91 7603053191 Track Your Ticket