Services
SLA’S
Service Level Agreements
Our SLAs ensure timely and effective support to minimize downtime and maximize productivity.
01
Response Time Commitments:
- Critical Issues: Response within 4 hours, resolution within 8 hours.
- High Priority Issues: Response within 6 hours, resolution within 24 hours.
- Medium Priority Issues: Response within 12 hours, resolution within 48 hours.
- Low Priority Issues: Response within 24 hours, resolution within 5 working days.
02
On-Site Support:
- Available in major metro cities within 24 hours.
- Remote locations within 48-72 hours (based on accessibility).
03
Replacement Services:
- NBD (Next Business Day) replacement for critical hardware failures (if covered under SLA).
ESCALATION
Escalation Matrix
To ensure smooth issue resolution, we have a clear
escalation structure
Level 1
Front Desk Executive or
Support Executive
- Name : Pooja Rao
- Contact Number : 93150 78362
- Email :
Level 2
Technical Support Specialist
or Support Team Lead
- Name : Pooja Chauhan
- Contact Number :93150 78337
- Email :
Level 3
Executive Engineer or Regional
Service Manager
- Name : Pooja Rao
- Contact Number : 93150 78362
- Email :
Level 3
Admin or National
Support Head
- Name : Ashok
- Contact Number : 93150 78380
- Email :
Level 4
OEM Support Specialist or Director - Customer Support
- Name : Anuj Modi
- Contact Number : 93150 78303
- Email :
Get in Touch with AXL
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