Customer Escalation Process Sample Clauses
Customer Escalation Process. Customer should use the following process to escalate a Problem to CSG management. Once in Production, the following process should be used by Customer to escalate concerns, Incidents or Problems. 1st **** * ******* **** *** *** ******* **** 2nd *** ******** ******** **** * ** ******* ******* 3rd **** * ******* ******** *** ******** ******** 4th *** ******* ******** **** * ******* ******** ** *** ******** ******** A SBU Incident manager will be assigned as required. During the implementation or upgrade phase, contact the CSG’s Project Manager to escalate an Incident. The Project Manager will then engage the necessary CSG resources to address the Incident. If there is no Project Manager assigned, contact CSG’s Customer Advocate to escalate an Incident.
Customer Escalation Process. The TSG will operate with a customer escalation process. Normally, support calls or other forms of communication shall start with the lowest level of support, and be escalated should the first level of support be insufficient. In cases where higher levels of support are immediately apparent (all levels of support staff will be trained in identifying these) the escalation chain may be jumped. Also, should the time limit expire with no notice, the support level may be escalated. The escalation levels and response requirements are as follows:
Customer Escalation Process. The Contractor shall provide a Customer Escalation Process to the CALNET CMO to be used for all Categories awarded to the Contractor as a result of this IFB within 60 calendar days of receipt of the Contractor’s first IFB Service Request, or prior to the Contractor’s commencement of any Conversion Plan occurring under this Contract, whichever occurs first. The Customer Escalation Process requires CALNET CMO approval. The Customer Escalation Process shall include the Customer process for escalating issues within the Contractor’s organization. The CALNET CMO reserves the right to require changes to the Escalation Process prior to approval. The Customer Escalation Process shall:
1. Include the Contractor’s escalation hierarchy list which includes the contact information for the responsible individuals including title/responsibility, office number, cell number and email address who will be available 24x7 to resolve Customer escalation issues.
2. The Contractors shall provide a minimum of three levels of escalation;
3. Remain posted on the Contractor’s CALNET Public Website (Section G.10.1) throughout the Contract Term; and,
4. The Contractor shall keep the Customer Escalation Process for Customer’s information current throughout the Contract Term.