# Support Severity Levels and SLAs **Severity Classification Matrix & Response Time:**


Severity Level	Response Time (within business hours)
Critical	30 minutes
High	1 hour
Medium	2 hours
Low	4 hours

**Escalation Matrix** * If the issue is not resolved within the agreed SLA, please escalate by referencing the ticket ID through the official escalation channel shared by CERTInext. * Escalation Matrix:


Escalation Level	Role	Contact Name	Contact Email	Escalation Timing*
Level 0	Service Desk	Support Team	enterprise.support@emudhra.com	Immediate - upon ticket creation
Level 1	Support Lead	Varun Mohan Kumar	varun.m@emudhra.com	After 6 hours of no response at Level 0
Level 2	Mid-Senior Level	Suhasini V	suhasini.v@emudhra.com	After 24 hours of no response at Level 1
Level 3	Senior Level	Glanson Sequeira	Glanson.S@emudhra.com	After 24 hours of no response at Level 2

* Grievance Forum can be contacted for: * Provides an independent channel for unresolved complaints. * Activated only after all internal escalation paths are exhausted. * Contact details will be communicated to clients separately. * Ensures impartial review and resolution facilitation beyond operational support.


Contact Name	Designation	Contact Email
Rishi Raj Kohli	AVP & Business Operations Head (L1) - Enterprise Technology Solutions Group	rishi.rk@emudhra.com

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