Grievance
Escalation Matrix
Prayosha Food Services Private Limited has formulated an Escalation Matrix to ensure that customer complaints/grievances are routed and addressed in a proper and reasonable manner within the organisation.
The Customer is requested to read and understand the below escalation matrix to ensure timely redressal of their grievances. Our support email address is the only centralised medium using which we track and maintain our support SLA's. Issues reported or requests opened using any other medium will not be covered under the SLA.
Any other communication mediums like Hangout, Slack, Skype, Whatsapp, etc are NOT covered under our SLA's. These mediums may be used temporarily on a case-by-case basis for better understanding, communication, and initial onboarding. Kindly use our support email address to report issues.
Escalation Matrix :
| Escalation Level | Team Responsible | Time to Respond | Time to Resolve | Escalation Criteria | |
|---|---|---|---|---|---|
| L1 (Basic Support) | Support Agents | 1 Hour | 2 Hours | First contact, common issues. | support@petpooja.com |
| L2 (Escalation Sr. Manager) | Senior Manager | 2 Hours | 4 Hours | If not resolved by the L1 within TAT. | escalation.gm@petpooja.com |
| L1 (Basic Support) | VP | 4 Hours | 6 Hours | If not resolved by L1 / L2 within time. | escalation.vp@petpooja.com |
Important information :
• Each task—such as Menu, Training, Integration, etc.—has a different Turnaround Time (TAT) as defined by Petpooja.
• Escalate only if a task is not completed within the defined TAT and there are no pending dependencies from the customer's end.
• Certain tasks, such as development-related ones, may naturally require additional time to complete.
• Estimated Time is calculated from when the problem is detected by the Petpooja support team or reported by the customer through a ticket created in our support portal, and ends with the assistance as applicable.