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Priority Level
| Priority Level | Response / Acknowledgement | Definition | Resolve Within Working Hrs. |
| Critical | Immediate | Servere issues Causing complete loss of service or critical functionality. | 04 Hrs |
| High | 10 Mins | Critical issues resulting in significant disruption to opeations or loss of service. | 12 Hrs |
| Medium | 15 Mins | Issues causing moderate disruption to operations of functionality. | 48 Hours |
| Low | 30 Mins | Minor issues or inquiries that do not significantly impact operations. | 72 Hours |
Escalation Matrix
| Level | Contact Person | Phone | |
| Level 1 | IT Support | itsupport.south@riya.travel | |
|
Level 2 |
Shelvin John | shelvin.john@riya.travel | |
| Eldhose Ouseph | eldhose.ouseph@riya.travel | ||
| Albert S | albert.s@riya.travel | ||
| Level 3 | Vineesh V | vineesh.v@riya.travel | 9562 700 141 |