IT INFRA ESCALATION MATRIX

Targeted

First

Level 1

Level 2

Level 3

Level 4

Resolution

Response

Severity

Time

IMMEDIATE

120 Min After Reporting

240 Min After Reporting

360 Min After Reporting

HH:MM:SS

Helpdesk Operations

IT Helpdesk

COE Team

Sr. Manager- IT

Lead

0124-4632500/572/565/505

0124-4349334/336/359

0124-4632572

HIGH

0:15:00

4:00:00

itopslead@myndsol.com

itcoe@myndsol.com

http://helpdesk.myndsolution.com

9717678009

SSC - Mr. Gajendra Singh-0124-4349336

MEDIUM

0:60:00

8:00:00

FAO,AR, TReDS-Mr.Umang Narang-
0124-4349334

Deepak.chandra@myndsol.com

LOW

4:00:00

48:00:00

VERY

HRO & Support function- Mr. Sunil Dagar
-0124-4349359

12:00:00

96:00:00

LOW

Note: Log all your IT issues through helpdesk portal ( http://helpdesk.myndsolution.com ) and provide the ticket number during escalation .

HIGH

- An existing infrastructure is down or there is a critical impact on the business.

MEDIUM

- Operations of an existing infrastructure is severely degraded or significant aspects of the business operation are being negatively impacted by

Unacceptable performance. Operational performance of the infrastructure is impaired, but most business operations remain functional.

LOW

- Users is experiencing a reduced level of efficiency and performance of IT service to the extent that the impact of the problem is minor or an

Inconvenience.

VERY LOW - Users has a functional (how-to) question or query through the Services Desk and wishes to submit a request for Installation, configuration, Hardware

Requests or enhancement of IT service (other than vendor specific).

Mynd Integrated Solutions Pvt. Limited, No 280, Udyog Vihar Phase 4, Gurgaon, Haryana - 122001

Version 1.3 | 15-Sep-2019