Customer Performance Report
Microsoft · Jan 2026 – Aug 2026 · Private Line
Service Assurance
Jan 2026 – Aug 2026
Customer Performance Report
A consolidated view of inventory, service uptime, SLA compliance, incident resolution and escalation contacts for the reporting period.
Customer
Microsoft
Customer Type
Premium
Reporting Period
Jan 2026 – Aug 2026
Generated On
26 Aug 2026
Generated By
Rahul Tandon (Customer Success Manager)
Report Contents
- 1Inventory Overview
- 2Uptime & SLA Compliance
- 3Network-End Ticket Summary
- 4Customer-End Ticket Summary
- 5Customer Escalation Matrix
Customer Performance Report
Inventory Overview
Microsoft
Jan 2026 – Aug 2026
Consolidated inventory and lifecycle summary calculated as of the report generation date.
8
Total Active Services
As on report date
Active Inventory Trend
Jan – current monthServices List
8 active services| Service ID | A End | B End | Service Start Date |
|---|---|---|---|
| PLC-MUM-CHE-00005 | BKC Mumbai (BOM01) | NTT2 Chennai (MAA37) | 12 Apr 2025 |
| PLC-MUM-CHE-00006 | BKC Mumbai (BOM01) | NTT2 Chennai (MAA37) | 12 Apr 2025 |
| PLC-MUM-CHE-00007 | BKC Mumbai (BOM01) | NTT2 Chennai (MAA37) | 18 Apr 2025 |
| PLC-MUM-CHE-00008 | BKC Mumbai (BOM01) | NTT2 Chennai (MAA37) | 18 Apr 2025 |
| PLC-CHE-CHE-00010 | Nxtra Santhome (MAA30) | CtrlS (MAA21) | 05 Aug 2025 |
| PLC-CHE-CHE-00011 | Nxtra Santhome (MAA30) | CtrlS (MAA21) | 05 Aug 2025 |
| PLC-CHE-CHE-00012 | Nxtra Santhome (MAA30) | CtrlS (MAA21) | 05 Aug 2025 |
| PLC-CHE-CHE-00013 | Nxtra Santhome (MAA30) | CtrlS (MAA21) | 05 Aug 2025 |
Services Decommissioned
2 terminated| Service ID | A End | B End | Service Termination Date |
|---|---|---|---|
| PLC-MUM-CHE-00004 | BKC Mumbai (BOM01) | NTT2 Chennai (MAA37) | 20 Jan 2026 |
| PLC-CHE-CHE-00009 | Nxtra Santhome (MAA30) | CtrlS (MAA21) | 10 Mar 2026 |
Route-wise Distribution
Grand total row included| Route | No. of Services |
|---|---|
| BKC Mumbai (BOM01) ↔ NTT2 Chennai (MAA37) | 4 |
| Nxtra Santhome (MAA30) ↔ CtrlS (MAA21) | 4 |
| Grand Total | 8 |
Customer Performance Report
Uptime & SLA Compliance
Microsoft
Jan 2026 – Aug 2026
Uptime
| Q1 | Q2 | Q3 | ||||||
|---|---|---|---|---|---|---|---|---|
| Service ID | Jan'26 | Feb'26 | Mar'26 | Apr'26 | May'26 | Jun'26 | Jul'26 | Aug'26 |
| PLC-MUM-CHE-00007 | 99.99% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 99.99% | 99.93% |
| PLC-CHE-CHE-00012 | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 99.99% | 100.00% | 99.98% |
| PLC-MUM-CHE-00006 | 99.99% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 99.99% | 99.99% |
| PLC-MUM-CHE-00008 | 99.99% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 99.99% | 99.99% |
| PLC-MUM-CHE-00005 | 99.99% | 100.00% | 99.78% | 100.00% | 100.00% | 100.00% | 99.96% | 100.00% |
| PLC-CHE-CHE-00010 | 100.00% | 100.00% | 100.00% | 100.00% | 99.98% | 99.98% | 100.00% | 100.00% |
| PLC-CHE-CHE-00011 | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% |
| PLC-CHE-CHE-00013 | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 99.98% | 100.00% | 100.00% |
Fault Rate
Incidents per period| Q1 | Q2 | Q3 | ||||||
|---|---|---|---|---|---|---|---|---|
| Service ID | Jan'26 | Feb'26 | Mar'26 | Apr'26 | May'26 | Jun'26 | Jul'26 | Aug'26 |
| PLC-MUM-CHE-00007 | 2 | 0 | 0 | 0 | 0 | 0 | 1 | 2 |
| PLC-CHE-CHE-00012 | 0 | 0 | 0 | 0 | 0 | 1 | 0 | 1 |
| PLC-MUM-CHE-00006 | 2 | 0 | 0 | 0 | 0 | 0 | 1 | 1 |
| PLC-MUM-CHE-00008 | 2 | 0 | 0 | 0 | 0 | 0 | 1 | 1 |
| PLC-MUM-CHE-00005 | 2 | 0 | 0 | 0 | 0 | 0 | 1 | 2 |
| PLC-CHE-CHE-00010 | 0 | 0 | 0 | 0 | 1 | 1 | 0 | 0 |
| PLC-CHE-CHE-00011 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| PLC-CHE-CHE-00013 | 0 | 0 | 0 | 0 | 0 | 1 | 0 | 0 |
MTTR
Average resolution time per period| Q1 | Q2 | Q3 | ||||||
|---|---|---|---|---|---|---|---|---|
| Service ID | Jan'26 | Feb'26 | Mar'26 | Apr'26 | May'26 | Jun'26 | Jul'26 | Aug'26 |
| PLC-MUM-CHE-00007 | 1h 15m | -- | -- | -- | -- | -- | 1h 5m | 55m |
| PLC-CHE-CHE-00012 | -- | -- | -- | -- | -- | 1h 12m | -- | 1h 4m |
| PLC-MUM-CHE-00006 | 1h 14m | -- | -- | -- | -- | -- | 1h 4m | 54m |
| PLC-MUM-CHE-00008 | 1h 16m | -- | -- | -- | -- | -- | 1h 6m | 56m |
| PLC-MUM-CHE-00005 | 1h 13m | -- | -- | -- | -- | -- | 1h 3m | 53m |
| PLC-CHE-CHE-00010 | -- | -- | -- | -- | 1h 16m | 1h 10m | -- | -- |
| PLC-CHE-CHE-00011 | -- | -- | -- | -- | -- | -- | -- | -- |
| PLC-CHE-CHE-00013 | -- | -- | -- | -- | -- | 1h 13m | -- | -- |
Customer Performance Report
Uptime & SLA Compliance — Current Month Detail
Microsoft
Jan 2026 – Aug 2026
Current Month Uptime
Aug'26| Service ID | SLA | Uptime | No. of Faults | MTTR |
|---|---|---|---|---|
| PLC-MUM-CHE-00007 | 99.95% | 99.93% | 2 | 55m |
| PLC-CHE-CHE-00012 | 99.95% | 99.98% | 1 | 1h 4m |
| PLC-MUM-CHE-00006 | 99.95% | 99.99% | 1 | 54m |
| PLC-MUM-CHE-00008 | 99.95% | 99.99% | 1 | 56m |
| PLC-MUM-CHE-00005 | 99.95% | 100.00% | 2 | 53m |
| PLC-CHE-CHE-00010 | 99.95% | 100.00% | 0 | -- |
| PLC-CHE-CHE-00011 | 99.95% | 100.00% | 0 | -- |
| PLC-CHE-CHE-00013 | 99.95% | 100.00% | 0 | -- |
Weekly Fault Incident Report
Faults per week within Aug'26| Service ID | 1–7 Aug | 8–14 Aug | 15–21 Aug | 22–28 Aug | 29–31 Aug |
|---|---|---|---|---|---|
| PLC-MUM-CHE-00005 | 0 | 1 | 0 | 0 | 1 |
| PLC-MUM-CHE-00006 | 1 | 0 | 0 | 0 | 0 |
| PLC-MUM-CHE-00007 | 0 | 1 | 0 | 1 | 0 |
| PLC-MUM-CHE-00008 | 0 | 0 | 1 | 0 | 0 |
| PLC-CHE-CHE-00010 | 0 | 0 | 0 | 0 | 0 |
| PLC-CHE-CHE-00011 | 0 | 0 | 0 | 0 | 0 |
| PLC-CHE-CHE-00012 | 0 | 0 | 0 | 0 | 1 |
| PLC-CHE-CHE-00013 | 0 | 0 | 0 | 0 | 0 |
Weekly MTTR Report
MTTR per week within Aug'26| Service ID | 1–7 Aug | 8–14 Aug | 15–21 Aug | 22–28 Aug | 29–31 Aug |
|---|---|---|---|---|---|
| PLC-MUM-CHE-00005 | -- | 53m | -- | -- | 53m |
| PLC-MUM-CHE-00006 | 54m | -- | -- | -- | -- |
| PLC-MUM-CHE-00007 | -- | 55m | -- | 55m | -- |
| PLC-MUM-CHE-00008 | -- | -- | 56m | -- | -- |
| PLC-CHE-CHE-00010 | -- | -- | -- | -- | -- |
| PLC-CHE-CHE-00011 | -- | -- | -- | -- | -- |
| PLC-CHE-CHE-00012 | -- | -- | -- | -- | 1h 4m |
| PLC-CHE-CHE-00013 | -- | -- | -- | -- | -- |
Customer Performance Report
Uptime & SLA Compliance — Last Month Detail
Microsoft
Jan 2026 – Aug 2026
Last Month Uptime
Jul'26| Service ID | SLA | Uptime | No. of Faults | MTTR |
|---|---|---|---|---|
| PLC-MUM-CHE-00005 | 99.95% | 99.96% | 1 | 1h 3m |
| PLC-MUM-CHE-00006 | 99.95% | 99.99% | 1 | 1h 4m |
| PLC-MUM-CHE-00007 | 99.95% | 99.99% | 1 | 1h 5m |
| PLC-MUM-CHE-00008 | 99.95% | 99.99% | 1 | 1h 6m |
| PLC-CHE-CHE-00010 | 99.95% | 100.00% | 0 | -- |
| PLC-CHE-CHE-00011 | 99.95% | 100.00% | 0 | -- |
| PLC-CHE-CHE-00012 | 99.95% | 100.00% | 0 | -- |
| PLC-CHE-CHE-00013 | 99.95% | 100.00% | 0 | -- |
Weekly Fault Incident Report
Faults per week within Jul'26| Service ID | 1–7 Jul | 8–14 Jul | 15–21 Jul | 22–28 Jul | 29–31 Jul |
|---|---|---|---|---|---|
| PLC-MUM-CHE-00005 | 0 | 0 | 0 | 0 | 1 |
| PLC-MUM-CHE-00006 | 1 | 0 | 0 | 0 | 0 |
| PLC-MUM-CHE-00007 | 0 | 1 | 0 | 0 | 0 |
| PLC-MUM-CHE-00008 | 0 | 0 | 1 | 0 | 0 |
| PLC-CHE-CHE-00010 | 0 | 0 | 0 | 0 | 0 |
| PLC-CHE-CHE-00011 | 0 | 0 | 0 | 0 | 0 |
| PLC-CHE-CHE-00012 | 0 | 0 | 0 | 0 | 0 |
| PLC-CHE-CHE-00013 | 0 | 0 | 0 | 0 | 0 |
Weekly MTTR Report
MTTR per week within Jul'26| Service ID | 1–7 Jul | 8–14 Jul | 15–21 Jul | 22–28 Jul | 29–31 Jul |
|---|---|---|---|---|---|
| PLC-MUM-CHE-00005 | -- | -- | -- | -- | 1h 3m |
| PLC-MUM-CHE-00006 | 1h 4m | -- | -- | -- | -- |
| PLC-MUM-CHE-00007 | -- | 1h 5m | -- | -- | -- |
| PLC-MUM-CHE-00008 | -- | -- | 1h 6m | -- | -- |
| PLC-CHE-CHE-00010 | -- | -- | -- | -- | -- |
| PLC-CHE-CHE-00011 | -- | -- | -- | -- | -- |
| PLC-CHE-CHE-00012 | -- | -- | -- | -- | -- |
| PLC-CHE-CHE-00013 | -- | -- | -- | -- | -- |
Customer Performance Report
Network-End Ticket Summary
Microsoft
Jan 2026 – Aug 2026
Ticket statistics raised from the network end through proactive NOC monitoring and infrastructure events.
3
Total Tickets
14m
Average MTTR
Ticket Trend
Jan – current monthFault Incident List
3 incidents · reporting window| Ticket ID | Service ID | Raised On | Reason for Outage | TTR |
|---|---|---|---|---|
| CSP040203260002 | PLC-MUM-CHE-00005 | 02 Mar 2026, 02:28 | Loss observed at client port — NTT DC2 (MAA37) | 16 min |
| CSP040203260004 | PLC-MUM-CHE-00005 | 02 Mar 2026, 02:55 | Loss observed at client port — NTT DC2 (MAA37) | 7 min |
| CSP042803260032 | PLC-CHE-CHE-00012 | 28 Mar 2026, 11:38 | Loss observed at client port — CtrlS (MAA21) | 20 min |
Customer Performance Report
Customer-End Ticket Summary
Microsoft
Jan 2026 – Aug 2026
Ticket statistics raised from the customer end. This section is included for Private Line services only.
2
Total Tickets
22m
Average MTTR
Ticket Trend
Jan – current monthFault Incident List
2 shown · reporting window| Ticket ID | Service ID | Issue Raised Time | Issue Closed Time | Reason for Outage | TTR |
|---|---|---|---|---|---|
| CST120602260011 | PLC-MUM-CHE-00007 | 12 Jun 2026, 14:10 | 12 Jun 2026, 14:35 | Customer reported intermittent packet loss — confirmed as client-port loss at NTT DC2 (MAA37) | 25 min |
| CST220407260005 | PLC-CHE-CHE-00012 | 22 Apr 2026, 09:02 | 22 Apr 2026, 09:40 | Customer reported link flap at CtrlS (MAA21) end | 38 min |
Customer Performance Report
Customer Escalation Matrix
Microsoft
Jan 2026 – Aug 2026
Escalation contacts relevant to the customer's services. Matrices are shown per product type; for Private Line the NOC, Customer Success and Sales matrices apply.
NOC Communication Matrix
NOC Operations| L | Designation | Name | Duration | Desk Contact | Personal | |
|---|---|---|---|---|---|---|
| 1 | Customer Support Desk (CSD) | Customer Support Desk | Immediate | +91 1244187601 | NA | support@krypton.com |
| 2 | Technical Account Manager | Rishabh Pal | After 2 hrs | +91 1244187606 | +91 9654249422 | rishab.pal@krypton.com |
| 3 | Assurance Head | Suraj Pillai | After 3 hrs | +91 1244187609 | +91 9022599461 | suraj.pillai@krypton.com |
| 4 | NOC Head | Sanjeev Kumar | After 4 hrs | +91 1244187625 | +91 9225535689 | sanjeev.kumar@krypton.com |
Customer Success Matrix
CSMCustomer Success Manager
Rahul Tandon
+91 9888018870
rahul.tandon@krypton.com
Head — Customer Success
Shakti Tandon
+91 9819818194
shakti.tandon@krypton.com
Sales Communication Matrix
SalesSegment Head
Harit Sharma
+91 9811919315
harit.sharma@krypton.com