Written support commitments and escalation matrix
Every AMC and project contract includes this escalation matrix as a signed annexure. If a level doesn't respond in time, you escalate — up to the proprietor.
| Level | Escalation point | Contact channel | Acknowledgement | If unresolved, escalate after |
|---|---|---|---|---|
| Level 1 | Support DeskFirst response, logging & routine fixes | krishnasharma.active@gmail.com+91 94577 21065 | ≤ 4 business hours | 1 business day |
| Level 2 | Technical LeadEngineering escalation & root-cause analysis | Via Support Desk — priority queueMarked "Escalation — L2" | ≤ 8 business hours | 2 business days |
| Level 3 | ProprietorFinal accountability for SLA & contract | Direct line shared with AMC clientsWritten response on record | ≤ 24 hours | Resolution plan in writing |
Response times are commitments for AMC and active-project clients during the support window (Mon–Sat, 09:30–18:30 IST), with P1 incidents handled round the clock for AMC clients. A signed copy of this matrix with named contacts is issued with every contract.
What our AMC covers
Beyond break-fix: the upkeep that keeps a government website compliant between audit cycles.
Content & updates
Notices, tenders, circulars and page updates within the SLA window — with version history.
Security & backups
Security patching per CERT-In advisories, daily backups with restore drills, TLS certificate renewals.
Monitoring & reporting
Uptime monitoring against a 99.9% target, monthly uptime and activity reports, broken-link checks.
Need AMC for an existing website?
We take over websites built by other vendors too — after a documented audit of what we're inheriting.