How we work
SLAs, technology and escalation — transparent by design.
Clear response targets, the tools our engineers are certified on and the exact escalation path a ticket follows from first contact to resolution.
SLA parameters
SLA parameters can be modified as per customer-specific requirements.
Channel
Calls
ResponseWithin 40 seconds
Channel
Tickets / Emails
ResponseWithin 20 minutes
Channel
Chats
ResponseWithin 3 minutes
Internal escalation SLA
| Severity | Time frame | Escalation to | Escalation from | Method |
|---|---|---|---|---|
P1 – HighP2 – MediumP3 – Low | 0 – 20 min | Helpdesk Tier 1 Engineer — SLA Acknowledgement & Research | — | NA |
P1 – High | 20 – 40 min | Helpdesk Tier 1 | — | NA |
P2 – MediumP3 – Low | 20 – 180 min | Helpdesk Tier 1 | — | NA |
P1 – High | 40 – 120 min | Helpdesk Tier 2 | Helpdesk Tier 1 | Internal chat |
P2 – MediumP3 – Low | 180 – 300 min | Helpdesk Tier 2 | Helpdesk Tier 1 | Internal chat |
Time frame definitions
- 0 – 20 minTier 1 Engineer reviews and acknowledges the ticket within 20 minutes of SLA for P1/P2/P3.
- 20 – 40 minTier 1 Engineer works on the ticket from 20 to 40 minutes of SLA for P1.
- 20 – 180 minTier 1 Engineer works on the ticket from 20 to 180 minutes of SLA for P2/P3.
- 40 – 120 minTier 2 Engineer works on the ticket from 40 to 120 minutes of SLA for P1.
- 180 – 360 minTier 2 Engineer works on the ticket from 180 to 360 minutes of SLA for P2/P3.
SLAs are subject to customer requirements. All escalations from Helpdesk Tier 2 are forwarded to the customer before breach of SLA.
Technology stack
Certifications and platforms our engineers work with every day.
Certifications
Microsoft Certified: Fundamentals
Microsoft Certified: Azure Administrator Associate
Microsoft Certified: Azure Fundamentals
Microsoft Certified: Security, Compliance & Identity
Microsoft Certified: Azure Data Fundamentals
Microsoft Certified: Azure Virtual Desktop Specialty
Microsoft Certified: Identity & Access Administrator
CEH — Certified Ethical Hacker
AWS Certified Solutions Architect – Associate
Cisco Certified CCNA
ISO
Jetking
Fortinet Training Institute
Certiprof
Palo Alto Networks
Red Hat
CompTIA
Nasscom
Documentation & Password Management
IT Glue
SolarWinds Passportal
Hudu
Bitwarden
Keeper
FSLogix
Microsoft
Intune
Active Directory
Azure Active Directory
Office 365
FSLogix
SharePoint
Azure
Exchange
SQL Server
Internal escalation workflow
Every ticket starts at Helpdesk Escalation and splits into a technical or non-technical path.
Non-technical escalation
- 1The tech escalates the issue to the Helpdesk Lead and Helpdesk Manager.next
- 2Manage the escalation with the customer.
Technical escalation
- 1The tech updates the ticket with steps performed.next
- 2Tier 1 escalates to Tier 2.next
- 3Tier 2 troubleshoots the issue.next
- 4If completed → update ticket notes and close the ticket. If not → escalate to the customer.
Time frame definition
- • All P1 tickets are notified/escalated to the customer according to the SLA requirements specified by the customer, using telephone, email, chat and any other approved communication.
- • Escalation parameters can be modified according to customer requirements.