Support Helpline
- +91 8144 880 880
- +91 8745 962 121
- 1800-120-222677 (Toll-Free)
- support@accops.com
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Escalation Matrix
Escalation Matrix
DaaS Helpline
- +91 8144 880 880
- +91 8745 962 121 / (Ext: #30)
- 1800-120-222677 (Toll-Free)
- daassupport@accops.com
Accops Thin Client RMA
- +91 8144 880 880
- +91 8745 962 121
- 1800-120-222677 (Toll-Free)
- hydesksupport@accops.com
Escalation 1 (Level 1)
- +91 8144 880 880
- +91 8745 962 121 / (Ext: #101)
- 1800-120-222677 (Toll-Free)
- level1.escalations@accops.com
Escalation 2 (Level 2)
- +91 8144 880 880
- +91 8745 962 121 / (Ext: #102)
- 1800-120-222677 (Toll-Free)
- level2.escalations@accops.com
Escalation 3 (Sr. Manager - Customer Success)
- 1800-120-222677 (Toll-Free)
- supportleads@accops.com
Support Journey
SLO’s
| Benchmarking Components | Priority 1 (Urgent) | Priority 2 (High) | Priority 3 (Medium) | Priority 4 (Low) |
|---|---|---|---|---|
| Incident Type | Complete Loss of Function (75% user's impact) | Partial Loss of Function (30-45% of impact) | Minor Problems (No Impact on Business) | Minor Incidents |
| First Response | 30 Minutes | 1 Hour | 4 Hours | 24 Hours |
| Restoration Goal | 4 Hours | 8 Hours | 3 Business Days | 7 Business Days |
| Dev Efforts (Temp Patches/ Firmware changes) | 1 Week (7 Business Days) | 15 Days (Business Days) | 3 Months | - |
| Permanent Fix (Maintenance Release) | 6 Months (Patch or Next Release) | Depends (Next Major Release) | Depends (Next Major Release) | Depends (Next Major Release) |
| Support Management Escalation | (Level 3 & 4) Within 1 Hour | (Level 2, 3 & 4) Within 2 Hours | (Level 1 & 2) Within 2 Days | (Level 1 & 2) After 7 Business Days |
Support Levels
Support Levels
| Features | Standard | Enterprise | Enterprise+ | Priority Support Add-On |
|---|---|---|---|---|
| Regular Support Timing | 5 Days / Week 9:00 AM - 6:00 PM IST | 6 Days / Week 9:00 AM - 9:00 PM IST | 24 x 7 x 365 | As Per Purchased Support Model |
| 24x7 P1 Emergency Support | 10 Hours | Unlimited | As Per Purchased Support Model | |
| First Response Time: P1 | < 2 Hours | < 30 Mins. | < 30 Mins. | < 15 Mins. |
| First Response Time: P2 | < 8 Hours | < 1 Hours | < 1 Hours | < 1 Hours |
| First Response Time: P3 | < 24 Hours | < 4 Hours | < 2 Hours | < 2 Hours |
| First Response Time: Others | < 24 Hours | < 24 Hours | < 4 Hours | < 4 Hours |
| Support Experience level - For First Response | L1 (Pool) | L1 (Pool) | L1 (Pool) | L2 (Pool) |
| Priority L2 Access | Not Applicable | |||
| General maintenance support hours per year | None | 10 Hours | 50 Hours | 80 Hours |
| PRIORITY Technical Support Engineer for Single Shift (9x5) | 1 Shift | |||
| PRIORITY Technical Support Engineers for 24 x 7 | Additional Engineer (At Add-On Cost) | |||
| Technical Account Manager (TAM) and Hours | 45 Hrs | |||
| Email / Support Portal access | ||||
| Remote Support | ||||
| Telephonic Support | ||||
| Health Monitoring & Check-ups | 1 Instance (Per Year) | 1 Instance (Per Quarter) | ||
| Custom Releases for Bug Fixes | ||||
| Best Practice Reviews | ||||
| Periodic Product Trainings |
Support Helpline: All calls are recorded for "Quality and Training" purposes. Escalations Contacts for Escalations 1 and 2 are available between 08:00 AM IST to 11:59 PM. Escalation 3 and Escalation 4 are available 24x7, provided if no response by Escalation 1, 2 and 3.
Onsite visits are applicable only for Enterprise and Enterprise+ Customers. Visit of an L1 or L2 Engineer (or TSE) to any city for a maximum of four (4) times a year on a per-manday cost basis. Travel and accommodation costs shall be charged at actuals.
Region-wise Enterprise Support: Customers who opted for Enterprise Support are eligible to use Support Timings only as per 1 Region (mentioned in the agreement).