Data Center Operations – SLA and Escalation Matrix
Version 15 - December 2024 - Web Werks Proprietary Documentation
Not for outside disclosure without explicit written permission from Web Werks India Pvt. Ltd.
Web Werks Enterprise Services Network Operations Center is the single point of contact for all customers 24x7x365 and is responsible for:
Monitoring and management of the Web Werks network
Reporting, resolving and responding to incidents, service requests, problems and change requests
Managing trouble tickets and Customer escalation management
Change Management handling for planned (scheduled) and urgent maintenance Activities
Availability: 24x7x365
The customer is required to open a ticket by sending an email with the essential information below to [email protected] so that the DC team has the
required information to assist the customer.
Server Hostname
IP Address of the server
For network issues (latency/unreachability etc) bi-directional traceroute and ping reports are required
Customer test results that may help us troubleshoot
The start time of the incident
A brief description of the incident
Contact information of customer SPoC to coordinate with to work on the ticket
Data Center Operations – SLA and Escalation Matrix
Tickets Classification, SLA & Response and Resolution Timeframes
The tickets are classified in different severity levels based on their impact on business operations and urgency for resolution:
Mean Time to Mean Time to
Priority Priority Definition
Assist (MTTA) Repair (MTTR )
Maximum number of customers are affected for customer
High (S1) Public facing service is unavailable 15 Mins 4 Hours
Any item listed in the Crisis Response tables
Degraded Service Levels but not processing within SLA constraints or able to perform only
Medium (S2) minimum level of service 30 Mins 8 Hours
It appears cause of incident falls across multiple functional areas
Low (S3) Degraded Service Levels but still processing within SLA constraints 1 Hour 24 Hours
A formal user request for something new to be provided such as upgrades, downgrades,
installations, uninstallation, report requests etc
Service
15 Mins 48 Hours
Request (S4)
Note: The 48 hours TAT clock starts after receiving DCM package information from Web Werks
Sales team
Data Center Operations – SLA and Escalation Matrix
Escalation Matrix - Server and Cloud Services
Level Duration Contact Name Designation Role Contact Number Email Address
+91-22-40500600/ +91-
Level 1 Support Ticket tagging &
Level 1 Immediate 24x7 Support Staff 22-61500600 [email protected]
Staff BAU
Press 3 for Support
Assistant Team
Level 2 After 2 Hours Yuvraj Mhatre DC OPS & BAU +91 98702 20114 [email protected]
Lead
Sr. NOC Manager
Level 3 After 4 Hours Mr. Sushil Gupta DC OPS & BAU +91 86570 40746 [email protected]
(DC IT)
Sr. Service Service Delivery &
Level 4 After 6 Hours Mr. Sanjay Shah +91 82912 68933 [email protected]
Delivery Manager Major Escalations
DC OPS & Service
Level 5 After 8 Hours Mr. Mayuresh Annegiri General Manager +91 98194 90025 [email protected]
Delivery
Escalation Matrix - Network Services
Level Duration Contact Name Designation Role Contact Number Email Address
+91-22-40500600/ +91-
LEVEL 1 Support Ticket tagging &
Level 1 Immediate 24x7 Support Staff 22-61500600 [email protected]
Staff BAU
Press 3 for Support
Network Delivery
Level 2 After 2 Hours Mr. Nitesh Singh Team Lead +91 82862 60548 [email protected]
& Escalations
Sr. Network
Level 3 After 4 Hours Mr. Pramod Kumar DC Network OPS +91 89768 35301 [email protected]
Manager
Sr. Network
Level 4 After 6 Hours Mr. Sandeep Bodhak Technical DC Network OPS +91 9082962118 [email protected]
Manager
DC OPS & BAU
Level 5 After 8 Hours Mr. Sushil Gupta Sr. NOC Manager (Major +91 86570 40746 [email protected]
Escalations)
Level 6 After 10 Hours Mr. Gagan Gupta AVP & Head DC Network +91 96198 76964 [email protected]
DC OPS & Service
Level 7 After 12 Hours Mr. Mayuresh Annegiri General Manager +91 98194 90025 [email protected]
Delivery
