Escalation Matrix

Response Time & 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
Medium (P2)	Partial/Intermittent Service Interruptions – Ex: System, N/W performance degraded but still functioning	1 hour*	8 hours	4 hour
Low (P3)	All Change requests, Access Requests etc.	2 hours*	24 hours	8 hour

*Time is calculated from when the problem is detected by WebScoot support team or reported by the customer by creating a ticket in our support portal and ends on assistance/repair as applicable.

Stages	P1 Tickets (High Priority)	P2 Tickets (Medium Priority)	P3 Tickets (Low Priority)
Level 1	Open a ticket at https://support.webscoot.io OR Email [email protected] with a description of the issue. Reply usually within 15 mins	Open a ticket at https://support.webscoot.io OR Email [email protected] with a description of the issue. Reply usually within 30 mins	Open a ticket at https://support.webscoot.io OR Email [email protected] with a description of the issue. Reply usually within 1 hour
Level 2	Centralised support number +91 7272-993993 (India) or +17072440244 (US) Resolution usually within 1 hour	Centralised support number +91 7272-993993 (India) or +17072440244 (US) Resolution usually within 4 hours	Centralised support number +91 7272-993993 (India) or +17072440244 (US) Resolution usually within 12 hours
Level 3	Rahul Pandey, Customer Support Manager Email: [email protected] Phone: +91 7982148674	Rahul Pandey, Customer Support Manager Email: [email protected] Phone: +91 7982148674	Rahul Pandey, Customer Support Manager Email: [email protected] Phone: +91 7982148674
Level 4	Amit Singh Dalal, Head of Engineering Email: [email protected] Phone: +91 9812341819	Amit Singh Dalal, Head of Engineering Email: [email protected] Phone: +91 9812341819	Amit Singh Dalal, Head of Engineering Email: [email protected] Phone: +91 9812341819
Level 5	Sahil Chugh, CEO Email: [email protected] Phone: +91 9700831831	Sahil Chugh, CEO Email: [email protected] Phone: +91 9700831831	Sahil Chugh, CEO Email: [email protected] Phone: +91 9700831831

1. Our support portal 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 Hangout, Slack, Skype, Whatsapp 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. The technical team is NOT 24×7 available on these mediums and we strongly advise to follow the escalation matrix to ensure timely responses and resolutions. Kindly use our support portal to report issues.

3. The client must be able to verify their account. WebScoot support will not discuss account details until verification is obtained. Verification can be completed by referencing an open ticket number or by correctly answering a few questions about your account.