# 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.

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

<table><thead><tr><th width="77.66668701171875">Level</th><th width="295.666748046875">Trigger</th><th>Action</th></tr></thead><tbody><tr><td><strong>L1</strong></td><td>Ticket created</td><td>Assigned to support engineer for investigation and resolution</td></tr><tr><td><strong>L2</strong></td><td>SLA threshold approaching or breached, or severity upgrade</td><td>Escalated to support management for prioritized attention</td></tr><tr><td><strong>L3</strong></td><td>Unresolved beyond L2 timeline, critical business impact, or data risk</td><td>Escalated to senior management for immediate intervention</td></tr></tbody></table>

### 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.

<table><thead><tr><th width="78.33331298828125">Step</th><th width="128.33331298828125">Timeline</th><th>Action</th></tr></thead><tbody><tr><td>1</td><td>Immediate</td><td>Incident isolated and acknowledged by L1 support</td></tr><tr><td>2</td><td>Within 15 min</td><td>L2 notified, incident assessment and containment initiated</td></tr><tr><td>3</td><td>Within 30 min</td><td>Senior management (L3) notified — coordination with security team</td></tr><tr><td>4</td><td>As applicable</td><td>Notification to CERT-In / MeitY as per government guidelines (if applicable)</td></tr></tbody></table>

### Escalation Contacts

Detailed escalation contacts, including designated personnel, direct email addresses, and phone numbers, are provided as part of the [**Service Level Agreement (SLA)**](https://www.neevcloud.com/service-level-agreement.php) **document** shared during customer onboarding.

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