Resolution Times and Escalation Matrix
Troubleshooting & Resolution Time
MantraCloud categorizes support requests into three priority tiers with corresponding response and resolution targets:
| Priority | Description | MTTA (Response) | MTTR (Resolution) | Status Updates |
|---|---|---|---|---|
| P1 - Critical | Infrastructure failures where services are completely unavailable | 15 minutes | 2 hours | Every 1 hour |
| P2 - Medium | Partial service interruptions affecting functionality | 30 minutes | 8 hours | Every 4 hours |
| P3 - Low | Change requests and access modifications | 1 hour | 24 hours | Every 8 hours |
MTTA (Mean Time to Acknowledge): The maximum time from when a ticket is created until a support engineer acknowledges and begins working on the issue.
MTTR (Mean Time to Resolve): The maximum time from acknowledgment until the issue is fully resolved or a workaround is in place.
Escalation Matrix
Support escalation follows a four-level structure to ensure timely resolution of all issues:
| Level | Action | P3 (Low) | P2 (Medium) | P1 (Critical) |
|---|---|---|---|---|
| Level 0 | Ticket creation at support portal or email submission | 1 hour | 30 minutes | 15 minutes |
| Level 1 | Centralized support number +91 9852704704 / +1 7142425683 | 12 hours | 4 hours | 1 hour |
| Level 2 | Head of Service Delivery Mr. Amit Shah | 24 hours | 8 hours | 2 hours |
| Level 3 | CEO Mr. Arun Bansal | 48 hours | 12 hours | 4 hours |
Important: The support portal at support.mantracloud.com remains the only tracked SLA medium. Alternative communication channels (email, phone, chat) lack SLA coverage for resolution time tracking purposes.
How the Escalation Matrix Works
The escalation thresholds represent the time elapsed since the original ticket was created. If an issue remains unresolved after the specified time at a given level, it automatically escalates to the next level.
Example: P1 Critical Issue
- 0-15 minutes: Ticket created at support portal. Support team acknowledges and begins working immediately.
- After 1 hour: If unresolved, escalation to centralized support via phone for immediate attention.
- After 2 hours: If still unresolved, Head of Service Delivery (Mr. Amit Shah) is engaged directly.
- After 4 hours: If still unresolved, CEO (Mr. Arun Bansal) is notified and takes personal oversight.