Escalation from Normal to First Escalation level Sample Clauses

Escalation from Normal to First Escalation level. An escalation procedure is the process of referring the problem to an organizational entity with a higher degree of expertise and authority. Matrix of the different levels must be provided and updated when a change occurs (e-mail, fax, phone numbers). If in case of escalation, the level L+1 is not reachable, the problem can be escalated to L+2. The trouble escalation procedure, which is described hereafter, has to be used between the Parties when:  it appears that a trouble will not be resolved within the repair time objective  exceed of response timers  no agreement about refuse Matrix of the different levels must be provided (email, fax, and phone numbers) The escalation communication will occur horizontally between peer levels, i.e. between the escalation points of a same escalation level. When the peer does not respond within the escalation response time the problem can be escalated to L+1. All escalation communication will be done by telephone. As the trouble escalation procedure is part of the trouble resolution process, the involved escalation point of each Operator will keep its own NOC informed about the actions taken up for clearing the reported problem. The trouble escalation points of each Operator are mentioned in annex A. The relationship between the severity level of a trouble and the corresponding escalation timings are given hereafter (T1 = Trouble Intake Request):