SLA & Escalation Matrix
Our commitment to service quality and our structured process for handling issues that require escalation.
Support Priority Levels
All support requests are classified into one of four priority levels based on severity and business impact.
Production incidents causing complete server downtime, no workaround available, or production data loss.
Major incidents reducing system capacity significantly, impacting business operations.
Non-critical functions affected, operations continue with available workarounds.
General usage questions, minor or cosmetic issues, and documentation requests.
Response & Resolution Targets
Our committed response and resolution times for each priority level.
Escalation Matrix
If your issue is not resolved within the committed timeframe, escalate through the following levels.
Support Ticket
Open a ticket via the support portal or email for tracking and SLA compliance.
Phone Support
Call our support team directly for urgent issues requiring immediate attention.
Project Manager
Aditya Verma
For unresolved technical issues or project-level escalations.
Operations Lead
Achir Saxena
For persistent service-impacting issues requiring operational review.
CEO
Arun Bansal
Executive escalation for unresolved matters requiring leadership attention.
Key Policy Notes
All support requests must be logged via the support portal for SLA tracking and compliance.
Alternative communication channels (Slack, WhatsApp, Skype) are available for convenience but are not covered under SLA commitments.
Account verification is required before discussing account-specific details or making changes.
SLA terms may be updated at ZenoCloud's discretion. For the full SLA agreement, see our Service Level Agreement.