| Problem |
Problem level ( category) |
1st level Handling and escalation time |
II nd Level handling and escalation time |
III rd level handling / escalation time |
| Mail not coming |
Problem level -II |
Level I Engg. / ½ Hr |
Level II Engg. / 1 Hr |
Level III Engg. / 1 Hr |
| Outgoing mails not getting through |
Problem level -II |
Level I Engg. / ½ Hr |
Level II Engg. / 1 Hr |
Level III Engg. / 1 Hr |
| Taking lot of time to authenticate |
Problem level -II |
Level I Engg. / 1 Hr |
Level II Engg. / 1 Hr |
Level III Engg. / 1 Hr |
| Mails are not relaying |
Problem level -I |
Level II Engg. / ½ Hr |
Level III / ½ Hr |
Specialist / 2 Hr |
| Recipient getting mails after long delays |
Problem level -I |
Level II Engg. / 1 Hr |
Level III / 2 Hr |
Specialist / 2 Hr |
| Authorized users not able to send mails |
Problem level -II |
Level I Engg. / ½ Hr |
Level II Engg. / 1 Hr |
Level III Engg. / 1 Hr |
| Server not responding |
Critical |
Level II / ½ hr |
Level III / ½ Hr |
Specialist / 2 Hr |
| Delay in incoming mails |
Problem level -II |
Level I Engg. / 1 Hr |
Level II Engg. / 1 Hr |
Level III Engg. / 1 Hr |
| Mails repeating |
Problem level -II |
Level I Engg. / 1 Hr |
Level II Engg. / 1 Hr |
Level III Engg. / 1 Hr |
| Mails missing |
Critical |
Level II Engg. / 1 Hr |
Level III / 2 Hr |
Specialist / 2 Hr |
| Recipient domain not receiving mails at some particular time frame |
Problem level -II |
Level I Engg. / 1 Hr |
Level II Engg. / 1 Hr |
Level III Engg. / 2 Hr |
| Server not coming up |
Most critical Problem |
Level II Engg. / ½ Hr |
Level III / ½ Hr |
Specialist / 1 Hr |
