Grievance Escalation Matrix

This Escalation Matrix provides clear contact information and escalation procedures for MenuMitra customers to ensure timely resolution of support requests, technical issues, and service concerns.

For any grievances or issues related to our services, please follow the escalation matrix below. We are committed to resolving all customer concerns in a timely and efficient manner.

All official communication should be directed through the channels mentioned in this matrix. Please ensure you provide detailed information about your issue to help us assist you better.

Escalation Matrix :

Escalation Level	Team Responsible	Time to Respond	Time to Resolve	Escalation Criteria	Email
L1 (Basic Support)	Support Agents	1 Hour	2 Hours	First contact, common issues.	menumitra.info@gmail.com
L2 (Escalation Sr. Manager)	Senior Manager	2 Hours	4 Hours	If not resolved by the L1 within TAT.	menumitra.info@gmail.com
L3 (VP)	VP	4 Hours	6 Hours	If not resolved by L1 / L2 within time.	menumitra.info@gmail.com

Important information :

Tasks are defined as any issue, query, or request raised by the customer that requires resolution or response from MenuMitra.
Escalation will be triggered if the issue is not resolved within the specified time to resolve (TTR) mentioned in the matrix above.
Time to respond (TTR) is calculated from the time the issue is logged in our system until the first response is provided to the customer.
Time to resolve (TTR) is the total time taken to completely resolve the customer's issue or provide a satisfactory solution.

Grievance Escalation Matrix

Escalation Matrix :

Important information :

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