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Communication & Escalation Process

Great Service
Accurate, precise outcomes on every interaction — no shortcuts, no guesswork.
No Compromise on QA
Rigorous quality assurance on every deliverable — zero exceptions.
World Class Support
Knowledgeable, empathetic support operating at a truly global standard.
Immediate Access
Instant support via PIE — with full write-up documentation for every case.

Why This Process Matters

At Corpvai Technologies, we believe that clear communication and proactive escalation management are essential to successful project delivery. To ensure smooth collaboration and operational transparency, we follow a defined Communication and Escalation Process across all engagements.

Key Highlights:

Defined Communication Channels

Seamless coordination between Corpvai Technologies and customers through structured, role-based channels.

Structured Escalation Matrix

A 3-level escalation framework ensuring timely resolution of critical concerns with clear ownership.

Transparent Reporting

Regular project-level communication with full visibility into status, risks, and milestones at all times.

Quick Decision Support

Minimize delivery risks and delays through fast, informed decision-making at every project stage.

3-Level Escalation Matrix

Levels
L1

Level 1 — Support Team

Level 1 is the first point of contact for all incoming issues. The support team handles routine queries, basic troubleshooting, and initial triage. Most issues are resolved at this stage within the defined SLA window. No escalation needed unless unresolved beyond SLA.

Response Time
Within 4 hours
Availability
Monday – Friday | 9:00 AM – 6:00 PM (ISD)
Channel
Email / Support Portal
Escalates To
Level 2 if unresolved
L2

Level 2 — Mid Escalation

Level 2 handles issues escalated from L1 that require deeper technical investigation or cross-team coordination. This team ensures timely resolution of complex or recurring issues and manages internal communication between departments.

Response Time
Within 8 hours
Availability
Monday – Friday | 9:00 AM – 6:00 PM (ISD)
Channel
Email / Phone
Escalates To
Level 3 if critical
L3

Level 3 — Senior Escalation

Level 3 involves senior management and key decision-makers. Reserved for critical incidents, client-facing emergencies, or issues with major business impact. Executive-level attention and authority to resolve organizational or contractual matters.

Response Time
Immediate / ASAP
Availability
24 / 7
Channel
Direct / Emergency line
Authority
Senior Management

On-Demand Support & Collaboration

To maintain delivery quality and project continuity, Corpvai Technologies and customers can initiate On-Demand Calls whenever required for issues that may immediately impact:

  • Project Schedules & Timelines
  • Delivery Milestones
  • Quality Standards
  • Resource Effort Allocation
  • Overall Project Performance

Our objective is to ensure prompt responsiveness, collaborative issue resolution, and uninterrupted project execution through efficient communication practices.

Schedule an On-Demand Call

Raise a request and our team will confirm a slot within 2 business hours.

Email Support

support@corpvai.com — for non-urgent queries.

Phone Support

Australia: +1 868 9583 | USA/Canada: +1 386 444 0034 | India: +91 8074860131

Raise a Support Ticket

Use our portal to track progress through to resolution.

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