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Code Editor : Escalation.htm
<html xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:x="urn:schemas-microsoft-com:office:excel" xmlns="http://www.w3.org/TR/REC-html40"> <head> <meta http-equiv=Content-Type content="text/html; charset=windows-1252"> <meta name=ProgId content=Excel.Sheet> <meta name=Generator content="Microsoft Excel 12"> <link rel=File-List href="Exclation_files/filelist.xml"> <style id="Exclation_30524_Styles"> <!--table {mso-displayed-decimal-separator:"\."; mso-displayed-thousand-separator:"\,";} .xl1530524 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:black; font-size:11.0pt; font-weight:400; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:General; text-align:general; vertical-align:bottom; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl6430524 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:black; font-size:11.0pt; font-weight:400; font-style:normal; 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font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:General; text-align:center; vertical-align:middle; border:1pt solid windowtext; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl7030524 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:black; font-size:11.0pt; font-weight:400; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:General; text-align:general; vertical-align:bottom; border:1pt solid windowtext; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl7130524 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:red; font-size:11.0pt; font-weight:400; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:"\@"; text-align:center; vertical-align:middle; border:1pt solid windowtext; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl7230524 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:black; font-size:11.0pt; font-weight:400; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:"\@"; text-align:center; vertical-align:top; border:1pt solid windowtext; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl7330524 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:#7030A0; font-size:26.0pt; font-weight:700; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:General; text-align:general; vertical-align:bottom; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl7430524 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:black; font-size:11.0pt; font-weight:400; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:General; text-align:center; vertical-align:middle; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl64305241 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:black; font-size:11.0pt; font-weight:400; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:General; text-align:center; vertical-align:bottom; border:1pt solid windowtext; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl64305242 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:black; font-size:11.0pt; font-weight:400; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:General; text-align:center; vertical-align:bottom; border:1pt solid windowtext; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl64305243 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:black; font-size:11.0pt; font-weight:400; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:General; text-align:center; vertical-align:bottom; border:1pt solid windowtext; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl64305244 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:black; font-size:11.0pt; font-weight:400; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:General; text-align:center; vertical-align:bottom; border:1pt solid windowtext; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl64305245 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:black; font-size:11.0pt; font-weight:400; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:General; text-align:center; vertical-align:bottom; border:1pt solid windowtext; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl64305246 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:black; font-size:11.0pt; font-weight:400; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:General; text-align:center; vertical-align:bottom; border:1pt solid windowtext; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl64305247 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:black; font-size:11.0pt; font-weight:400; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:General; text-align:center; vertical-align:bottom; border:1pt solid windowtext; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl64305248 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:black; font-size:11.0pt; font-weight:400; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:General; text-align:center; vertical-align:bottom; border:1pt solid windowtext; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} .xl64305249 {padding-top:1px; padding-right:1px; padding-left:1px; mso-ignore:padding; color:black; font-size:11.0pt; font-weight:400; font-style:normal; text-decoration:none; font-family:Calibri, sans-serif; mso-font-charset:0; mso-number-format:General; text-align:center; vertical-align:bottom; border:1pt solid windowtext; mso-background-source:auto; mso-pattern:auto; white-space:nowrap;} --> </style> </head> <body> <!--[if !excel]> <![endif]--> <!--The following information was generated by Microsoft Office Excel's Publish as Web Page wizard.--> <!--If the same item is republished from Excel, all information between the DIV tags will be replaced.--> <!-----------------------------> <!--START OF OUTPUT FROM EXCEL PUBLISH AS WEB PAGE WIZARD --> <!-----------------------------> <div id="Exclation_30524" align=center x:publishsource="Excel"> <table border=0 cellpadding=0 cellspacing=0 width=1149 style='border-collapse: collapse;table-layout:fixed;width:862pt'> <col width=595 style='mso-width-source:userset;mso-width-alt:21760;width:446pt'> <col width=269 style='mso-width-source:userset;mso-width-alt:9837;width:202pt'> <col width=137 style='mso-width-source:userset;mso-width-alt:5010;width:103pt'> <col width=84 style='mso-width-source:userset;mso-width-alt:3072;width:90pt'> <col width=64 style='width:48pt'> <tr height=45 style='height:33.75pt'> <td height=45 class=xl7430524 width=595 style='height:33.75pt;width:446pt'></td> <td class=xl7330524 width=269 style='width:202pt'>Escalation Matrix</td> <td class=xl1530524 width=137 style='width:103pt'></td> <td class=xl1530524 width=84 style='width:90pt'></td> <td class=xl1530524 width=64 style='width:48pt'></td> </tr> <tr height=45 style='height:33.75pt'> <td height=45 class=xl6930524 style='height:33.75pt'>Level 1</td> <td class=xl6830524 style='border-left:none'> </td> <td class=xl7030524 style='border-left:none'> </td> <td class=xl7030524 style='border-left:none'> </td> <td class=xl1530524></td> </tr> <tr height=20 style='height:15.0pt'> <td height=20 class=xl6730524 style='height:15.0pt;border-top:none'>Problem Category</td> <td class=xl6730524 style='border-top:none;border-left:none'>Contact Person</td> <td class=xl6430524 style='border-top:none;border-left:none'>Email</td> <td class=xl6430524 style='border-top:none;border-left:none'>Phone no</td> <td class=xl1530524></td> </tr> <tr height=20 style='height:15.0pt'> <td height=20 class=xl6430524 style='height:15.0pt;border-top:none'>Wired and Wireless Network</td> <td class=xl6430524 style='border-top:none;border-left:none'>Binod,Shyam,Kaushlendra</td> <td class=xl6530524 style='border-top:none;border-left:none'><a href="mailto:helpdesk@iiitd.ac.in"><span style='color:blue;font-weight:400; text-decoration:underline;text-underline-style:single'>helpdesk@iiitd.ac.in</span></a></td> <td class=xl6630524 style='border-top:none;border-left:none'>01126907576</td> <td class=xl1530524></td> </tr> <tr height=20 style='height:15.0pt'> <td height=20 class=xl6430524 style='height:15.0pt;border-top:none'>Laptop,Desktop,H/w Related issues</td> <td class=xl6430524 style='border-top:none;border-left:none'>Binod,Shyam,Kaushlendra</td> <td class=xl6530524 style='border-top:none;border-left:none'><a href="mailto:helpdesk@iiitd.ac.in">helpdesk@iiitd.ac.in</a></td> <td class=xl6630524 style='border-top:none;border-left:none'>01126907576</td> <td class=xl1530524></td> </tr> <tr height=20 style='height:15.0pt'> <td height=20 class=xl6430524 style='height:15.0pt;border-top:none'>All Labs</td> <td class=xl6430524 style='border-top:none;border-left:none'>Binod,Shyam,Kaushlendra</td> <td class=xl6530524 style='border-top:none;border-left:none'><a href="mailto:helpdesk@iiitd.ac.in">helpdesk@iiitd.ac.in</a></td> <td class=xl6630524 style='border-top:none;border-left:none'>01126907576<br/></td> <td class=xl1530524></td> </tr> <!--<tr height=20 style='height:15.0pt'> <td height=20 class=xl6430524 style='height:15.0pt;border-top:none'>Speakers mic sound,Podium</td> <td class=xl6430524 style='border-top:none;border-left:none'>Rajan</td> <td class=xl6530524 style='border-top:none;border-left:none'><a href="mailto:admin-av@iiitd.ac.in">admin-av@iiitd.ac.in</a></td> <td class=xl6630524 style='border-top:none;border-left:none'>01126907581</td> <td class=xl1530524></td> </tr>--> <tr height=20 style='height:15.0pt'> <td height=20 class=xl6430524 style='height:15.0pt;border-top:none'>IP Phone,IPBX</td> <td class=xl6430524 style='border-top:none;border-left:none'>Binod ,Shyam,Kaushlendra</td> <td class=xl6530524 style='border-top:none;border-left:none'><a href="mailto:helpdesk@iiitd.ac.in">helpdesk@iiitd.ac.in</a></td> <td class=xl6630524 style='border-top:none;border-left:none'>01126907576</td> <td class=xl1530524></td> </tr> <tr height=20 style='height:15.0pt'> <td height=20 class=xl6430524 style='height:15.0pt;border-top:none'> </td> <td class=xl6430524 style='border-top:none;border-left:none'> </td> <td class=xl6430524 style='border-top:none;border-left:none'> </td> <td class=xl6430524 style='border-top:none;border-left:none'> </td> <td class=xl1530524></td> </tr> <tr height=20 style='height:15.0pt'> <td rowspan=2 height=65 class=xl7130524 style='height:48.75pt;border-top: none'> <!-- If Problem is not resolved by level 1 people with in 4 Hrs. then go for next level in hierarchy <b> SLA: </b>Response time for each incident is within 4 hours. Resolution time is <br> within 24 hrs. If unresolved, the incident shall escalate sequentially through Escalation <br>Levels 2, 3, and 4, with a maximum of 1 day at each level --> </td> <td class=xl6430524 style='border-top:none;border-left:none'> </td> <td class=xl6430524 style='border-top:none;border-left:none'> </td> <td class=xl6430524 style='border-top:none;border-left:none'> </td> <td class=xl1530524></td> </tr> <tr height=45 style='height:33.75pt'> <td height=45 class=xl6830524 style='height:33.75pt;border-top:none; border-left:none'> </td> <td class=xl6430524 style='border-top:none;border-left:none'> </td> <td class=xl6430524 style='border-top:none;border-left:none'> </td> <td class=xl1530524></td> </tr> <tr height=20 style='height:15.0pt'> <td height=20 class=xl6430524 style='height:15.0pt;border-top:none' ><div align="center" ><font size="4"><b>Level 2</b></font>(Servers,Firewall,Storage,Network,Phone)</div></td> <td class=xl6430524 style='border-top:none;border-left:none'>Adarsh,Bhawani,Yogesh,Rahul</td> <td class=xl6530524 style='border-top:none;border-left:none'><p>adarsh@iiitd.ac.in,</p> <p>bhawani@iiitd.ac.in,</p> <p>yogesh@iiitd.ac.in</p><p>rahulv@iiitd.ac.in</p></td> <td class=xl6630524 style='border-top:none;border-left:none'>01126907576</td> <td class=xl1530524></td> </tr> <tr height=20 style='height:15.0pt'> <td height=20 class=xl6430524 style='height:15.0pt;border-top:none'><font size="4"><b>Level 3</b></font>(Servers,Firewall,Storage,Network,Phone)</td> <td class=xl6430524 style='border-top:none;border-left:none'>Abhinay Saxena</td> <td class=xl6530524 style='border-top:none;border-left:none'><a href="mailto:Abhinay@iiitd.ac.in">Abhinay@iiitd.ac.in</a></td> <td class=xl6630524 style='border-top:none;border-left:none'>01126907574</td> <td class=xl1530524></td> </tr> <tr height=20 style='height:15.0pt'> <td height=20 class=xl6430524 style='height:15.0pt;border-top:none'><font size="4"><b>Level 4</b></font>(Servers,Firewall,Storage,Network,Phone)</td> <td class=xl6430524 style='border-top:none;border-left:none'>Dr. Arun Balaji Buduru</td> <td class=xl6530524 style='border-top:none;border-left:none'><a href="mailto:sambuddho@iiitd.ac.in">arunb@iiitd.ac.in</a></td> <td class=xl6630524 style='border-top:none;border-left:none'>01126907469</td> <td class=xl1530524></td> </tr> <![if supportMisalignedColumns]> <tr height=0 style='display:none'> <td width=595 style='width:446pt'></td> <td width=269 style='width:202pt'></td> <td width=137 style='width:103pt'></td> <td width=84 style='width:90pt'></td> <td width=64 style='width:48pt'></td> </tr> <![endif]> </table> <br> <big> <b> SLA: </b> Response time for each incident is within 4 hours. Resolution time is within 24 hrs. If unresolved, the incident shall escalate <br> sequentially through Escalation Levels 2, 3, and 4, with a maximum of 1 day at each level </div> <!-----------------------------> <!--END OF OUTPUT FROM EXCEL PUBLISH AS WEB PAGE WIZARD--> <!-----------------------------> </body> </html>
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