Benefits of Issue Escalation

The process of escalation helps to identify the intensity of your issues. By escalating a issue, you are ensured of:

  • Rapid problem resolution
  • Minimal downtime
  • Improved communication
  • Record of resolution archives etc.

Service Desks and Communication Methods

Service Desks

To provide you with the best support solution, the following Service Desks are established:

Call Recording Service Desk: Our Unskilled or Call Recording Service Desk personnel record the users' call, describe it in general terms, and then route the call to the concerned department. Our this team is efficient in incident recording, with long response times.

Skilled or Problem Solving Service Desk: The personnel of Skilled or Problem Solving Service Desks have the required technical skills to handle users' complaints about incidents. Our this team resolve incidents by using documented or previously recorded solutions. Only the unresolved incidents are routed to specialist support teams for incident resolution.

Expert Service Desk: Our Expert Service Desk includes personnel with specialist knowledge of the entire IT infrastructure. So, we can assure all our users of our expertise to resolve most incidents effectively and efficiently.

Communication Methods

The following communication methods are available to obtain assistance from us for a technical issue.

  • Telephone Support: 977-1-4487099
  • Web Support: Secure support site to create tickets, check status, and attain resolutions. Web generated tickets are the most effective method of communications, but telephone calls are welcome. Web Support Page
  • Email Support: Support Email (

Please provide the following information when contacting us with a technical issue.

  • Your Name, Organization and Contact details
  • Device/Service for which you want support
  • Technical issue description
  • Any recent changes made to the network/device/service

Escalation FAQs

When should an escalation be initiated?

For customers and partners who hold a valid support services contract, an escalation may be initiated when, after working through our standard support processes and with our teams, you are not satisfied with the level or timeliness of service you have received. Additionally, an escalation should be initiated when there is tangible impact to your production environment, or there is high risk to the business operations.

What is the process for escalating my case?

The entry point into escalation process is through our local Technical Support Center. When connected, provide any relevant case numbers, if available, to help us quickly identify the case owners. Advise our respondent of the situation including what actions you feel are required from us, production dates or deadlines that may be adversely affected, and any other anticipated business impact if the case is not promptly resolved. Our respondent is empowered to make a judgment on next steps. If the problem can be solved easily and by a single management action, s/he will typically take direct responsibility for resolving the issue.

However, if the situation is complex and has the possibility of a severe business impact, our respondent can assign the issue as per our escalation procedure. The assigned team-member will assume ownership of the problem and become your management point of contact during the escalated condition. He/she has access to our dedicated team of expert escalation leaders who are empowered to maintain the momentum of resolving the case. These leaders will, where appropriate, engage the right executives.

What can I expect during an escalated status?

You and our team-member will collaborate and develop a communication plan. As needed, a technical plan of action will be co-developed to ensure resolution of the technical issue. Our team-member will update and inform our internal stakeholders, including your account team and our executives, of case progress.

What criteria do you use for closing my escalation?

An escalation will be considered closed if it meets one or more of the following requirements:

  • The initially agreed upon objectives have been achieved
  • A satisfactory monitoring period has elapsed without problem recurrence
  • The escalation has been reviewed and agreement reached to downgrade the case severity level
  • You have agreed that the issue is resolved
  • A mutually accountable decision has been made that the issue cannot or will not be resolved and this has been communicated to all parties

As part of our continuous improvement process, your escalation will be documented and reviewed to help us determine the steps that led up to the escalation and how recurrence can be eliminated. If you have any concerns about how your situation is managed, please contact the asigned.