Support Escalation Matrix

This matrix outlines the escalation process for service-related issues. All times are in GST (+4, UAE).

Severity	Issue Examples	Level 1	Level 2	Level 3	Timeframe (Response/Resolution)	Contact Method
Low	Billing query, minor config issue	Helpdesk ([email protected])	Support Lead ([email protected])	N/A	4 hrs / 24 hrs	Email/Chat
Medium	Slow website, partial outage	Helpdesk	Senior Tech ([email protected])	Operations Manager	2 hrs / 8 hrs	Email/Chat
High	Server down, multiple sites affected	Helpdesk	Network Team ([email protected])	Director of Ops	1 hr / 4 hrs	Email/Chat
Critical	Data center outage, hardware failure	Helpdesk	Network Team	CTO ([email protected])	30 min / 2 hrs	Email/Chat

Procedures

1. Level 1: Log issue in ticketing system, attempt basic troubleshooting (e.g., restart services), notify customer.

2. Level 2: Perform advanced diagnostics (e.g., check server logs, network latency), escalate if unresolved within timeframe.

3. Level 3: Coordinate with vendors (e.g., RAM suppliers, Azure/AWS for cloud issues), provide executive oversight.

4. Documentation: Update ticket with actions, notify customer at each escalation.

Notes

• Auto-escalation occurs if timeframes are exceeded (configured in ticketing system).

• For vendor delays (e.g., RAM shipments), Level 3 will liaise with suppliers and update customers.

• Contact [email protected] for matrix updates or feedback.