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 eMudhra.

• Escalation Matrix:

Escalation Level	Role (eMudhra)	Contact Name	Contact Email	Escalation Timing*
Level 0	Service Desk	Support Team	[email protected]	Immediate - upon ticket creation
Level 1	Support Lead	Varun Mohan Kumar	[email protected]	After 6 hours of no response at Level 0
Level 2	Mid-Senior Level	ManojKiran S	[email protected]	After 24 hours of no response at Level 1
Level 3	Senior Level	Glanson Sequeira	[email protected]	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	[email protected]