Escalation Matrix
Last updated: August 2026
1. How Escalation Works
Every ticket you raise is tracked against the response windows in our Service Level Agreement. If a ticket sits past its committed window without meaningful movement, it escalates automatically to the next level below — you shouldn't have to keep pinging us to get attention. This page tells you exactly who has your ticket at each stage, and how to jump the queue if something feels stuck.
2. Severity & Response Windows
Every ticket is triaged into one of four severities on intake. Full definitions and exclusions live in the SLA — here's the response window each one commits to:
| Severity | What it covers | Initial Response |
|---|---|---|
| Critical (P1) | Service completely unavailable, major business impact | 15 minutes |
| High (P2) | Service significantly degraded, workaround may exist | 1 hour |
| Medium (P3) | Partial impact, non-critical functionality affected | 4 hours |
| Low (P4) | General questions, feature requests, non-urgent issues | 1 business day |
3. Platform & Infrastructure Escalation
For anything touching compute, storage, networking, or console/API access — if a ticket in this category isn't moving, this is the path to escalate it through.
| Level | Owns the ticket | Contact | Escalate here when |
|---|---|---|---|
| Level 1 | On-call Infrastructure Engineer | support@onamcloud.com | Always your first point of contact — every ticket starts here. |
| Level 2 | Infrastructure Engineering Lead | escalations@onamcloud.com | A Critical or High severity ticket has passed its committed response window with no update. |
| Level 3 | VP, Engineering | leadership@onamcloud.com | Level 2 hasn't responded within 4 hours of being engaged, or the impact is significant enough to need it. |
4. Account & Billing Escalation
For account access, invoicing, contract terms, or anything commercial — a separate path, since it's rarely the same people handling it.
| Level | Owns the ticket | Contact | Escalate here when |
|---|---|---|---|
| Level 1 | Account Support | accounts@onamcloud.com | Always your first point of contact for account and billing questions. |
| Level 2 | Customer Success Lead | escalations@onamcloud.com | No response within 1 business day, or the matter needs commercial sign-off. |
| Level 3 | Head of Customer Success | leadership@onamcloud.com | Level 2 hasn't resolved it within 3 business days. |
5. Escalating a Ticket Directly
You don't have to wait for the automatic escalation. If something needs attention sooner, reply to your existing ticket and CC the next level's address above, or email escalations@onamcloud.com directly with your ticket ID and a short note on the impact. We'd rather hear from you than have something quietly sit in a queue.
6. Contact
For anything not covered here, reach us at support@onamcloud.com, or see the full Service Level Agreement.