Response Time & Escalation Matrix

Troubleshooting & Resolution Time

PriorityPriority DefinitionMean Time to Assist (MTTA)/ Response TimeMean Time to Repair (MTTR) / Resolution TimeUpdates
Critical (P1)Out of Service –Eg: N/W, Device Down, Power Down or Infrastructure down15 minutes*2 hours1 hour
Medium (P2)Partial/Intermittent Service Interruptions – Ex: System, N/W performance degraded but still functioning30 minutes*8 hours4 hour
Low (P3)All Change requests, Access Requests etc.1 hour*24 hours8 hour
*Time is calculated from when the problem is detected by MageHost support team or reported by the customer by creating a ticket in our support portal and ends on assistance/repair as applicable.

Escalation Matrix

StagesP1 Tickets (High Priority)P2 Tickets (Medium Priority)P3 Tickets (Low Priority)
Level 0
  • Open a ticket at https://support.magehost.com OR
  • Email [email protected] with a description of the issue.
  • Reply usually within 15 mins
  • Open a ticket at https://support.magehost.com OR
  • Email [email protected] with a description of the issue.
  • Reply usually within 30 mins
  • Open a ticket at https://support.magehost.com OR
  • Email [email protected] with a description of the issue.
  • Reply usually within 1 hour
Level 1
  • Centralised support number +91 7272-993993(India) or +17072440244 (US)
  • Resolution usually within 1 hour
  • Centralised support number +91 7272-993993(India) or +17072440244 (US)
  • Resolution usually within 4 hours
  • Centralised support number +91 7272-993993(India) or +17072440244 (US)
  • Resolution usually within 12 hours
Level 2

Siddharth Tiwari, Customer Success Manager

Siddharth Tiwari, Customer Success Manager

Siddharth Tiwari, Customer Success Manager

Level 3

Amit Singh Dalal, Head of Engineering

Amit Singh Dalal, Head of Engineering

Amit Singh Dalal, Head of Engineering

Level 4

Sahil Chugh, CEO

Sahil Chugh, CEO

Sahil Chugh, CEO

1. Our support portal is the only centralized medium using which we track and maintain our support SLA’s. Issues reported or requests opened using any other medium will not be covered under the SLA.

2. Any other communication mediums like Hangout, Slack, Skype, etc are NOT covered under our SLA’s. These mediums may be used temporarily on a case to case project basis for better understanding, communication, and initial on-boarding. The technical team is NOT 24x7 available on these mediums and we strongly advise to follow the escalation matrix to ensure timely responses and resolutions. Kindly use our support portal to report issues.

3. The client must be able to verify their account. MageHost support will not discuss account details until verification is obtained. Verification can be completed by referencing an open ticket number or by correctly answering a few questions about your account.

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