Netmagic has very stringent and clear escalation processes for the internal teams. Automated ticket escalations are in place, which helps immediate escalation of unhandled/pending issues and thus avoiding breach of SLA. The team too constantly monitors the ticket queue and provides timely response on the queued up tickets.
The Netmagic Network Operations Center is equipped with the industry leading monitoring systems and network management modules. Escalation procedures and call handling processes are clearly defined for quick responses. Netmagic has created its process framework by adopting most of the ITIL processes like incident, change, problem and configuration.
There are 3 levels of internal escalation layers for addressing customer issues.
Technical Support team (Level 1)– This team handles the proactive monitoring and first level technical support. This team is also responsible for providing timely updates on your trouble tickets and ensuring that we never breach the defined SLA.
Technical Support team (Level 2)– This team is the first level of internal escalation, which handles issues escalated by Level 1 support team.
Centre of Excellence (CoE)- CoE Engineers are level 3 within the internal escalation chart and provide the final level of operations assistance and first level engineering assistance. If the Incident Management team (Level 1 and Level 2) is unable to provide the fix for a particular issue, the same is escalated to the relevant CoE team following standard escalation procedures. This team is also responsible for proactive management and 100% uptime of our core devices and customer devices under management.
