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Escalation Matrix

Level 1	Level 2	Level 3
L1 Support Engineers	L2 Senior Engineers	L3 Team Lead

Ticket Prioritization & SLA

Priority	Description	Acknowledgement Time	Resolution Time
P1 / S1	High / Critical	2 to 4 hours	1 to 3 business days
P2 / S2	Medium / Non-Critical	4 to 8 hours	1 to 5 business days
P3 / S3	Low / Bug / Improve	8 to 16 hours	1 to 7 business days

Monday to Friday, 9:30 AM to 6:00 PM (Excluding Holidays)