This Escalation Matrix defines the support tiers, response time commitments, escalation paths, and contact channels for Neon Cloud customer support. The matrix applies to all active customers and channel partners with valid support entitlements.
5.1 Support Tiers & Response Times
| Priority | Community | Business | Enterprise | Strategic |
|---|---|---|---|---|
| P1 — Critical Production down, all users impacted | 48 hours | 1 hour | 15 min | 15 min |
| P2 — High Major feature degraded, workaround exists | 72 hours | 4 hours | 1 hour | 30 min |
| P3 — Medium Non-critical issue, limited impact | 5 days | 8 hours | 4 hours | 2 hours |
| P4 — Low General inquiry, feature request | Best effort | 24 hours | 8 hours | 4 hours |
Response times above are measured from ticket acknowledgement during support hours. Business support operates during business hours (09:00–18:00 IST / EST, Monday–Friday). Enterprise and Strategic tiers receive 24/7 support coverage.
5.2 Escalation Path
| Level | Role | Trigger | Contact |
|---|---|---|---|
| L1 | Support Engineer | Initial ticket logged — Immediate | support@neoncloud.com |
| L2 | Senior Support / CSM | L1 unresolved within SLA or customer requests escalation | csm@neoncloud.com |
| L3 | Head of Infrastructure & Operations | L2 unresolved for 2x SLA window, P1/P2 persistent issues | infra@neoncloud.com |
| L4 | VP / Program Lead | L3 unresolved for 4x SLA window, customer executive escalation | escalation@neoncloud.com |
| L5 | CEO / Founder (Sarthak Hooda) | Critical unresolved incidents with business impact, SLA breach affecting multiple customers | ceo@neoncloud.com |
5.3 Priority Definitions & Resolution Targets
| Priority | Definition | Target Resolution | Update Frequency |
|---|---|---|---|
| P1 — Critical | Complete service outage, data loss risk, security breach, or production environment completely unavailable | 4 hours | Every 30 minutes |
| P2 — High | Significant degradation of a core service, intermittent availability, or performance issue affecting multiple users with workaround available | 8 hours | Every 1 hour |
| P3 — Medium | Minor functionality impacted, non-production issue, or single user affected with no business-critical impact | 24 hours | Every 4 hours |
| P4 — Low | General question, documentation request, feature suggestion, or cosmetic issue | 72 hours | As needed |
5.4 Support Channels
| Channel | Availability | Best For | Access |
|---|---|---|---|
| Support Portal | 24/7 | All ticket types | support.neoncloud.com |
| 24/7 | Non-urgent requests | support@neoncloud.com | |
| Phone (Enterprise & Partners) | 24/7 | P1/P2 incidents | Provided at onboarding |
5.5 Channel Partner Escalations
Channel partners and resellers follow the same escalation matrix, with the following additional provisions:
- ·L1/L2 support responsibility: Partners are responsible for providing first-line and second-line support to their end customers. Only issues that cannot be resolved at L1/L2 should be escalated to Neon Cloud L3 support.
- ·Partner desk: Authorized partners have access to a dedicated partner support queue with priority routing. Contact: partners@neoncloud.com.
- ·Named CSM: Advanced and Premier tier partners are assigned a named Customer Success Manager as their primary escalation contact.
- ·Joint escalation calls: For P1 incidents, Neon Cloud will facilitate a joint bridge call with the partner and end customer if requested.
5.6 Incident Communication
During active incidents, Neon Cloud communicates through the following channels:
- ·Status page: status.neoncloud.com — real-time updates on all services, automatically updated by our NOC monitoring systems.
- ·Email notifications: Automated alerts sent to affected customers and partners at incident start, during updates, and at resolution.
- ·Post-incident review (PIR): For P1 and P2 incidents, a Root Cause Analysis (RCA) report is published within five (5) business days of incident resolution. The PIR includes timeline, root cause, impact assessment, remediation steps taken, and preventive measures implemented.
5.7 Continuous Improvement
Neon Cloud uses an internal error budget model to balance feature velocity with reliability. Monthly operational reviews assess SLA performance, incident trends, and escalation patterns. Insights from these reviews drive platform improvements, automation investments, and support process refinements.
Customer feedback from support interactions and quarterly business reviews (Enterprise and Strategic tiers) is incorporated into our product and operations roadmaps.