Escalation Policy

NeevCloud follows a structured escalation process to ensure timely resolution and SLA compliance. Escalations are triggered automatically when response or resolution timelines are at risk.

Response times, severity definitions, and detailed escalation contacts are governed by the Service Level Agreement (SLA).

Incident Management

All incidents are logged through the web-based support portal with a unique ticket ID. Each incident is classified by type and priority at submission. For Critical and High severity incidents, the support team is activated and Incident Reports are shared with stakeholders on a daily basis or as agreed. Recurring issues are handled through a separate Problem Management process.

Cloud-Platform Escalation

Covers issues related to MyAccount Portal, Instance availability, Instance reachability, and cloud platform operations.

Severity	Primary Contact	First Escalation (L2)	Second Escalation (L3)
Urgent	45 Minutes	8 Hours	16 Hours
Normal	24 Hours	48 Hours	60 Hours

Network Escalation

Covers network-related and internet connectivity issues.

Severity	Primary Contact	First Escalation (L2)	Second Escalation (L3)
Urgent	30 Minutes	4 Hours	8 Hours
Normal	20 Hours	36 Hours	48 Hours

Escalation Levels

Level	Trigger	Action
L1	Ticket created	Assigned to support engineer for investigation and resolution
L2	SLA threshold approaching or breached, or severity upgrade	Escalated to support management for prioritized attention
L3	Unresolved beyond L2 timeline, critical business impact, or data risk	Escalated to senior management for immediate intervention

Customer-Initiated Escalation

Customers may request an escalation at any time by updating their ticket with the reason for escalation. The support team will review and escalate as appropriate.

Major Outage Reporting

For unscheduled downtime exceeding 1 hour, NeevCloud provides an Incident Report including root cause, corrective action, and resolution details to all stakeholders.

Security Incident Escalation

Security incidents follow a separate, accelerated escalation process.

Step	Timeline	Action
1	Immediate	Incident isolated and acknowledged by L1 support
2	Within 15 min	L2 notified, incident assessment and containment initiated
3	Within 30 min	Senior management (L3) notified — coordination with security team
4	As applicable	Notification to CERT-In / MeitY as per government guidelines (if applicable)

Escalation Contacts

Detailed escalation contacts, including designated personnel, direct email addresses, and phone numbers, are provided as part of the Service Level Agreement (SLA) document shared during customer onboarding.

Government departments under Enterprise Support may request dedicated escalation contacts through their assigned Account Manager.