Contact and Support

For any queries on onboarding, write to the email address below.

IT Support Level	Function	Support Methodology	Resources
Tier 0	Self-help and user-retrieved information	User uses CloudCADI Onboarding document to access detailed product and technical information and functions.	Development team handles website and CloudCADI Onboarding document guide.
Tier 1	Basic help desk resolution and service desk delivery.	cloudcadi-support@amadisglobal.com	1. Ashwin Vijay Wilson (Software Engineer) 2. Nivesh Padmakumar (Software Engineer)
Tier 2	In-depth technical support.	preethikan@amadisglobal.com	Preethika Nagarajan (Developer Associate)
Tier 3	Expert product and service support.	karthickp@amadisglobal.com	Karthick Perumal (Product Engineering Head)
Tier 4	External assistance for non-supported issues.	mkumar@amadisglobal.com	Madhu Kumar (CEO)

Severity Level	Description	Target Response
P1 Outage	Application Down	Within 1 hour
P2 Critical	High Risk of application downtime	Within 2 hours
P3 Urgent	End User impact initiated	Within 3 hours
P4 Important	Potential for performance impact if not addressed	Within 12 hours
P5 Monitor	Issue addressed but potentially impactful in future	Within 24 hours
P6 Informational	Inquiry for information	Within 48 hours