Escalation & complaints Clause Samples

Escalation & complaints. For escalation and complaints, the defined service provider contact point shall be used, and the following rules apply: 1. First contact shall be established, preferably by e-Mail, to Contact for the customer address (See section 8.1) explaining the reason for the complaint with a sensible level of detail and clarity. Please also include, if possible, the following information: ◦ Name of the service ◦ Date and time of the events ◦ Usernames of affected users ◦ Channel to use on following communications (If other is preferred) 2. cPouta service manager will contact you back within three working days with the more information about the incident and which procedures are or will be adopted to minimise its impact.