| NOC Operations Technical Support - Escalation Matrix |
|---|
| CLOUD MESSAGEING + CLOUD WINDOWS TECHNICAL SUPPORT | ||||||
|---|---|---|---|---|---|---|
| ESCALATION LEVEL | Pirmary Contact | LEVEL 1 | LEVEL 2 | LEVEL 3 | ||
| Designation | WIN+MSG Support Helpdesk | Team Lead - Cloud Messaging | Manager - Cloud Windows | Cloud Service Delivery Manager | ||
| Person | Cloud Windows Support Executive | Talha Mohammad | Amit Yadav | Amit Yadav | ||
| support@xcellhost.cloud | talha@xcellhost.cloud | amity@xcellhost.cloud | amity@xcellhost.cloud | |||
| Phone | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | ||
| Mobile No | - | Mob: +91‐7028202721 | Mob: +91‐ 7084507734 | Mob: +91‐ 7084507734 | ||
| Escalations Covered | Windows based Websites, FTP, DNS, Control Panel, Mailing Related issues, SSL issues | |||||
| CLOUD OPERATIONS + CLOUD MONITORING TECHNICAL SUPPORT | ||||||
|---|---|---|---|---|---|---|
| ESCALATION LEVEL | IMMEDIATE | LEVEL 1 | LEVEL 2 | LEVEL 3 | ||
| Designation | SERVER+MTG Support Helpdesk | Team Lead - Cloud Server | Manager - Cloud Server | Cloud Service Delivery Manager | ||
| Person | Cloud Operations Executive | Santosh Behra | Rizwan Shaikh | Rizwan Shaikh | ||
| support@xcellhost.cloud | santoshb@xcellhost.cloud | rizwans@xcellhost.cloud | rizwans@xcellhost.cloud | |||
| Phone | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | ||
| Mobile No | - | Mob: +91‐9556539937 | Mob: +91‐8828127278 | Mob: +91‐8828127278 | ||
| Escalations Covered | Windows Private Cloud Server & Public Cloud Server Related, Operating system related, Application installation, Server maintenance and Monitoring related issues |
|||||
| CLOUD LINUX TECHNICAL SUPPORT | ||||||
|---|---|---|---|---|---|---|
| ESCALATION LEVEL | IMMEDIATE | LEVEL 1 | LEVEL 2 | LEVEL 3 | ||
| Designation | Linux Support Helpdesk | Cloud Linux Engineer | Team Lead - Cloud Linux | Cloud Service Delivery Manager | ||
| Person | Cloud Linux Support Executive | Rizwan Shaikh | Rizwan Shaikh | Rizwan Shaikh | ||
| support@xcellhost.cloud | rizwans@xcellhost.cloud | rizwans@xcellhost.cloud | rizwans@xcellhost.cloud | |||
| Phone | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | ||
| Mobile No | - | Mob: +91‐8828127278 | Mob: +91‐8828127278 | Mob: +91‐8828127278 | ||
| Escalations Covered | Linux Private Cloud Server & Public Cloud Server related, based Websites, FTP, DNS, Control Panel, Mailing Related issues, SSL issues | |||||
| CLOUD DATABASE SUPPORT | ||||||
|---|---|---|---|---|---|---|
| ESCALATION LEVEL | IMMEDIATE | LEVEL 1 | LEVEL 2 | LEVEL 3 | ||
| Designation | Database Support Helpdesk | Cloud Database Specialist | Manager - Cloud Windows | Cloud Service Delivery Manager | ||
| Person | Cloud Database Support Executive | Manisha Gupta | Amit Yadav | Amit Yadav | ||
| support@xcellhost.cloud | manishag@xcellhost.cloud | amity@xcellhost.cloud | amity@xcellhost.cloud | |||
| Phone | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | ||
| Mobile No | - | Mob: +91‐7268868310 | Mob: +91‐7084507734 | Mob: +91‐7084507734 | ||
| Services Covered | Microsoft SQL Database related issues | |||||
| CLOUD NETWORK SUPPORT | ||||||
|---|---|---|---|---|---|---|
| ESCALATION LEVEL | IMMEDIATE | LEVEL 1 | LEVEL 2 | LEVEL 3 | ||
| Designation | Network Support Helpdesk | Cloud Security Engineer | Manager - System | Cloud Service Delivery Manager | ||
| Person | Cloud Network Support Executive | Suryajeet Chauhan | Suryajeet Chauhan | Suryajeet Chauhan | ||
| support@xcellhost.cloud | suryajeetc@xcellhost.cloud | suryajeetc@xcellhost.cloud | suryajeetc@xcellhost.cloud | |||
| Phone | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | ||
| Mobile No | - | Mob: +91‐9867503017 | Mob: +91‐9867503017 | Mob: +91‐9867503017 | ||
| Escalations Covered | Network related, Internet Connectivity Related, Server Security related and Antivirus Related matters | |||||
| CLOUD SECURITY SUPPORT | ||||||
|---|---|---|---|---|---|---|
| ESCALATION LEVEL | IMMEDIATE | LEVEL 1 | LEVEL 2 | LEVEL 3 | ||
| Designation | Security Support Helpdesk | Cloud Security Analyst | Manager - System | Cloud Service Delivery Manager | ||
| Person | Cloud Security Executive | Rizwan Shaikh | Rizwan Shaikh | Rizwan Shaikh | ||
| support@xcellhost.cloud | rizwans@xcellhost.cloud | rizwans@xcellhost.cloud | rizwans@xcellhost.cloud | |||
| Phone | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | ||
| Mobile No | - | Mob: +91‐9920068850 | Mob: +91‐8433989914 | Mob: +91‐8657475373 | ||
| Escalations Covered | Advance Threat Protection, Security for Hybrid Environment, Exploit Prevention, Zero Day Vulnerability | |||||
| CLOUD SYSTEM & DATACENTER SUPPORT | ||||||
|---|---|---|---|---|---|---|
| ESCALATION LEVEL | IMMEDIATE | LEVEL 1 | LEVEL 2 | LEVEL 3 | ||
| Designation | System Helpdesk | Cloud System Engineer | Manager - System | Cloud Service Delivery Manager | ||
| Person | Cloud System Executive | Dilkhush Dhopavkar | Dilkhush Dhopavkar | Danish Kasmani | ||
| support@xcellhost.cloud | dilkhush.d@xcellhost.cloud | dilkhush.d@xcellhost.cloud | danishk@xcellhost.cloud | |||
| Phone | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | ||
| Mobile No | - | Mob: +91‐9594777319 | Mob: +91‐9594777319 | Mob: +91‐9167471077 | ||
| Escalations Covered | Datacenter related, Dedicated Server, Citrix and Filecloud related issues | |||||
| NON Technical Requirement Contact Details |
|---|
| CLOUD SALES CONTACTS | ||||||
|---|---|---|---|---|---|---|
| DEPARTMENT | SALES (SMB Sales) | CLOUD SALES | CLOUD SALES | CLOUD SALES | ||
| Designation | Cloud Inside Sales Specialist | Cloud Advisor - PreSales | Cloud Advisor - Sales | Cloud Pre - Sales Manager | ||
| Person | Rashed Sayyed | Rizwan Shaikh | Fahad Sayyed | Fahad Sayyed | ||
| rasheds@xcellhost.cloud | tanmayb@xcellhost.cloud | fahads@xcellhost.cloud | fahads@xcellhost.cloud | |||
| Phone | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | ||
| Mobile No | Mob: +91‐8433989914 | Mob: +91‐9920068850 | Mob: +91‐9820857146 | Mob: +91‐9820857146 | ||
| CLOUD SALES CONTACTS | ||||||
|---|---|---|---|---|---|---|
| DEPARTMENT | Cloud Payable | Cloud BILLING | Account Receivable | |||
| Designation | Cloud Payable Executive | Cloud Billing Executive | Account Receivable Executive | |||
| Person | Krutika Dighe | Abhishek Pandey | Rakhshanda Sayed | |||
| krutikad@xcellhost.cloud | abhishekp@xcellhost.cloud | rakhshandas@xcellhost.cloud | ||||
| Phone | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | Tel: +91‐22‐67111555 | |||
| Mobile No | Mob: +91‐8657561341 | Mob: +91‐9004660960 | Mob: +91‐8879400278 | |||
| Management | Managing Director | Mr. Samir Jhaveri | samir@xcellhost.cloud | Mob: +91-7738083459 |
|---|
| NOTE : Escalations will be handled as per Customer's
Subscribed Managed service plan, Above mentioned escalations time starts after the committed SLA time |
|---|
| XcellHost Pvt Ltd. 209, Laxmi Plaza, Bldg.No.9,
Laxmi
Industrial Estate, Andheri(W) Mumbai ‐ 400053, MH, Ph.: +91‐22‐67111555/-22-40074555 Fax: +91‐22‐67111666 |
| XcellHost Support Centre for Tickets & Online Chat Support : https://supportdesk.xcellhost.cloud/portal/en/home |
| For Emergency/Escalations Please Page Xcellhost Team at escalationsit@xcellhost.cloud |
