Support Policy
Support
24 x 7 break fix support by Microsoft & Industry certified engineers through email & various support assistance tools. Monday to Saturday 8 am to 8 pm through phone & desktop sharing tools.
Preventive Maintenance
Email & other cloud services are mission critical for the business, we monitor health of servers & queue status of mails with advance tools to ensure maximum uptime.
Ticket Management System
Customer can create tickets either by calling support phone number or through support email id. Once ticket is
created Support supervisor, who will assign the ticket to support engineer for immediate resolution.
Incident Management System
Incident Management System is managed by ITIL certified professionals with defined severities according
to nature of the Incident.
Severity Critical (A): Response time within 1 hour of the ticket raised
Severity Urgent (B): Response time within 2 business hours of the ticket raised
Severity Important (C ): Response time within 4 business hours of the ticket raised
Severity Monitoring (D): Incident can be moved into monitoring severity after resolving issue
Complete documentation of problem incident from problem description, cause to resolution is sent to the
customer upon successful resolution of the incident.
Severity A is defined where entire organization is impacted and users are not productive. Severity B is
defined as, part of users are impacted it or senior management / decision makers are not able to perform
actions, severity C is used in the cases where any performance issues, individual users are impacted.
Severity D is used primarily used for monitoring purposes once issue is resolved.
Root Cause Analysis
Further upon successful resolution of the incident, root cause analysis optionally offered on demand.