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Escalation Matrix
|
Priority |
Description |
Support Level |
|||||
|
LEVEL 1 |
LEVEL 2 |
LEVEL 3 |
|||||
|
Response Time |
Resolution Time |
Response Time |
Resolution Time |
Response Time |
Resolution Time |
||
|
P1 |
Instructor |
4 Hours |
24 Hours |
2 Hours |
12 Hours |
1 Hour |
4 Hours |
|
Course Material |
4 Hours |
24 Hours |
2 Hours |
12 Hours |
1 Hour |
4 Hours |
|
|
Exam |
4 Hours |
24 Hours |
2 Hours |
12 Hours |
1 Hour |
4 Hours |
|
|
|
|||||||
|
P2 |
Certificate |
4 Hours |
24 Hours |
2 Hours |
12 Hours |
1 Hour |
4 Hours |
|
Training Venue |
4 Hours |
24 Hours |
2 Hours |
12 Hours |
1 Hour |
4 Hours |
|
|
Food & Refreshment |
4 Hours |
24 Hours |
2 Hours |
12 Hours |
1 Hour |
4 Hours |
|
|
|
|||||||
|
P3 |
Payment Invoice |
4 Hours |
24 Hours |
2 Hours |
12 Hours |
1 Hour |
4 Hours |
|
Training Confirmation |
4 Hours |
24 Hours |
2 Hours |
12 Hours |
1 Hour |
4 Hours |
|
|
Registration Confirmation |
4 Hours |
24 Hours |
2 Hours |
12 Hours |
1 Hour |
4 Hours |
|
|
Escalation Process |
|||
|
LEVEL |
Department |
|
Contact No |
|
LEVEL 1 |
Customer Support |
91 9035045575 |
|
|
LEVEL 2 |
Sales Head |
91 9986121654 & 9035025575 |
|
|
LEVEL 3 |
Business Head |
91 9845179167 |
|
