In our endeavor to improve IT Ops Services with quick turnaround and timely resolution, we have defined SLAs for various categories of IT issues. IT Ops SLA document has been uploaded on Axtria Net https://axtria.sharepoint.com/sites/Axtrianet/SitePages/IT-Ops-Helpdesk-SLA.aspx) for your reference. As the processing of certain tickets may require approvals, we have included information about the approvers for different categories.
We will be reviewing these SLAs on ongoing basis based on feedback from business teams.
Although, as a team we make best efforts to ensure timely response, still if your request/concerns are not addressed within the stipulated time, you may escalate the same. Below mentioned is the updated Escalation Matrix for your reference:
Name |
Designation |
Mobile Number |
|
SPOC for Incident Reporting (Immediate) | |||
IT Ops Support |
IT Operations team |
NA |
|
1st Escalation Point (After 4-8 hours of contacting IT Support) | |||
Vishwajeet Singh |
Director - IT |
+91-9810812639 |
|
2nd Escalation Point (After 12 hours of contacting 1st Escalation Point) | |||
Navin Dixit |
Sr. Director |
+91-9891353537 |
|
3rd Escalation Point (After 24 hours of contacting 2nd Escalation Point) | |||
Sanjay Verma |
Principal |
+91-9650100727 |
|
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