Hypercare Process – Cloud Migration Project (with Vendor Support)

[VIRTUSA END USER]Existing Virtusa Incident process logging a case will used for End Users

[VIRTUSA L1 SUPPORT]wil triage and categirize issue for Google Workspace

Team will perform initial trousboultiong and triage to the issue necbafram idis Onix/Virtusa Migration Team

[VIRTUSA L1 SUPPORT]Virtusa Helpdesk will lriage and trouated and isuetite (Google Workspace).

[VIRTUSA L2+ Operations Team]Virtua L2+ Operations team will troutsoiyal team (interna Vhural

If issue is platform-level & needs needs Google support AND is within (4 weeks) of migration?

Engage Google Cloud SupportGoogle with priority

Google Support TeamGoogle provides resolution as per *Google Cloud Support SLAS (e.g., P1: 4 hours, P2, 8, P4: 24 hours).

.... GmailOnix provide response to Virtux H To: Virtua SLA)

Issue logged in HC tracking sheet. Onix provide responr fix fie issue submitter

Virtusa L1: Confirmed to to close issue

Email From: Onix To: Virix HC To: Virtua SL1

Issue closed in HC sheet track.Virtua L1 ticket closure

Platform-level P1 Critical incidents require Google support team handsaike.

Support User needs Virtuta Super Admin to enable portal access (Details)