Escalation Matrix Policy – SIONIQ
Last updated on: 26th February 2026
Purpose
This policy outlines a structured process for escalating customer issues related to support, implementation, billing, or services. It promotes quick resolutions, transparency, and accountability, helping customers get effective help without unnecessary delays. We aim to resolve most issues at the first level while providing higher escalation paths for complex matters.
Scope
This policy cover support queries, defects, implementation delays, billing disputes, and service disruptions and excludes issues governed by separate contracts; those follow their specific terms.
This Escalation Matrix Policy forms part of and is subject to the “Support & SLA” policy and “Terms of Use” policy. Escalation does not modify or override SLA response commitments unless expressly agreed in writing.
Business Hours mean Monday to Saturday, 10:00 AM to 6:00 PM IST, excluding public holidays in India.
(Can be modified by Sioniq Team at their discretion)Escalation Levels and Timelines – Escalation contacts and governance structure may be updated periodically. Material updates will be reflected through a revised “Last Updated” date.
(Can be modified by Sioniq Team at their discretion)Escalation Levels and Timelines
| Level | Contact Person / Team | Scope | Response Time | Escalation Trigger |
|---|---|---|---|---|
| Level 1: Support Desk | support@sioniq.com | Basic queries, minor bugs, usage help | Within SLA (e.g., 4-8 hours) | N/A – First contact |
| Level 2: Support Manager/Implementation Lead | support.manager@sioniq.com | Unresolved L1 issues, recurring problems, delays | Within 24 hours of escalation | After L1 SLA expiry |
| Level 3: Senior Management | management@sioniq.com | Critical outages, SLA breaches, major complaints | Within 4 hours of escalation | After L2 non-resolution or high impact |
How to Escalate
- Start at Level 1 with a detailed description and ticket number.
- If no resolution within the timeframe, email the next level, referencing prior communications.
- We encourage sequential escalation to avoid delays, but urgent issues may go direct with justification.
However, acknowledgment of escalation does not constitute confirmation of fault or guarantee of immediate resolution.
Our Commitments
Sioniq reviews every escalation promptly and assigns it to a team member. Status updates will be provided periodically based on issue severity and operational impact. Sioniq will use commercially reasonable efforts to investigate and address escalated matters. Sioniq reserves the right to manage misuse of escalation processes in accordance with applicable agreements and policies.
For on-premise deployments, escalation applies to software-level issues only. Infrastructure and network-related issues remain the responsibility of the Customer.
Payment Non-Relief
Escalation or investigation of issues does not relieve the Customer from payment obligations under the applicable agreement.
No Additional Liability
Escalation procedures are governance mechanisms and do not create additional contractual obligations, warranties, or liability beyond those set forth in the applicable agreement.
Severability
If any part of this Escalation Matrix is deemed unenforceable, the remaining provisions remain in effect.
Policy Updates and Governing Law
Sioniq reserves the right to modify, supplement, or amend this Policy at any time. Continued use constitutes acceptance of the policy.
This Policy shall be governed by and construed in accordance with the laws of India. All disputes arising under or related to this Policy shall be subject to the exclusive jurisdiction of the courts located in India, specifically in Hyderabad, Telangana.