ESCALATION GUIDELINES Sample Clauses

ESCALATION GUIDELINES. If the Client is not satisfied with the progress of the case, the Client may contact the manager of the SmartFocus Support Team or their Account Manager. Once the escalation is received and acknowledged, SmartFocus will respond with the explanation of the actions undertaken so far, the status of the case and the next steps.
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ESCALATION GUIDELINES. Supplier shall endeavor to initiate support within the specified response time. If the trouble has not been corrected within twenty-four (24) hours after the request for support, the trouble shall be escalated to Supplier's engineering laboratories. No charge will be made for any escalation. CONFIDENTIAL & PROPRIETARY General Purchase Agreement 3/98 CONFIDENTIAL [***] CONFIDENTIAL TREATMENT REQUESTED. OMITTED PORTIONS FILED SEPARATELY WITH THE SECURITIES AND EXCHANGE COMMISSION.
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ESCALATION GUIDELINES. Metawave shall endeavor to initiate support within the specified response time. If the trouble has not been corrected within twenty-four (24) hours after the request for support, the trouble shall be escalated to Metawave's engineering laboratories. No charge will be made for any escalation.
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ESCALATION GUIDELINES. 3.1 The following table sets forth the escalation guidelines by which Licensor shall address customer support problems reported by Cisco and involve its management personnel to address such problems. Priority 1 problem escalation times are measured in calendar hours, twenty-four (24) hours per day, seven (7) days per week. Priority 2, Priority 3, and Priority 4 escalation times correspond with Business Hours. The Licensor manager to whom the problem is escalated will take ownership of the problem and ensure that updates are provided to the appropriate Cisco personnel. Cisco-initiated escalation's will begin at the Technical Support Group Leader level and proceed upward. This will allow those most closely associated with the support resources to correct any service problems quickly.
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ESCALATION GUIDELINES. After Notification, Customer problems will be escalated to various levels of Q Associates management in accordance with the guidelines shown immediately below in order to ensure that the most appropriate support resources are utilized to expediently correct any service problems. The Q Associates Manager, to which the incident is escalated, will be responsible for the problem and will provide updates to Customer on a timely basis. If Customer does not perceive that sufficient progress has been made with a case, or is dissatisfied with Q Associates’ quality of service, Customer may escalate the reported problem at any time to the appropriate Q Associates management level by requesting the Q Associates duty manager. Escalation Guidelines: Elapsed Time Priority 1 Priority 2 Priority 3 Priority 4 30 Minutes Services Business Manager 60 Minutes NetApp Business Manager Services Business Manager 120 Minutes Sales Director NetApp Business Manager 240 Minutes Managing Director Sales Director Next Business Day Services Business Manager Within 5 Business Days Services Business Manager 3. Q Associates Contact Information. Technical Support: Tel: 00000 000000 Email: xxxxxxxxxx@xxxxxxxxxxx.xx.xx Escalation Procedure: Tel: 00000 000000
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ESCALATION GUIDELINES. After Notification, Customer problems will be escalated to various levels of NetApp management in accordance with the guidelines shown immediately below in order to ensure that the most appropriate support resources are utilized to expediently correct any service problems. The NetApp GSC Manager, to which the incident is escalated, will be responsible for the problem and will provide updates to Customer on a timely basis. If Customer does not perceive that sufficient progress has been made with a case, or is dissatisfied with NetApp’s quality of service, Customer may escalate the reported problem at any time to the appropriate NetApp management level by requesting the GSC duty manager. Escalation Guidelines for SupportEdge Premium Offering: Elapsed Time Priority 1 Priority 2 Priority 3 Priority 4 15 Minutes GSC Duty Manager 30 Minutes GSC Escalation Manager GSC Duty Manager 60 Minutes Support Centre Site Manager GSC Escalation Manager 120 Minutes VP, Worldwide GSC Support Centre Site Manager 240 Minutes CEO & Sr VP, Global Services VP, Worldwide GSC Next Business Day GSC Team Manager Within 5 Business Days GSC Team Manager Escalation Guidelines for SupportEdge Standard Offering: Elapsed Time Priority 1 Priority 2 Priority 3 Priority 4 30 Minutes GSC Duty Manager 60 Minutes GSC Escalation Manager & Support Centre Site Manager GSC Duty Manager 120 Minutes VP, Worldwide GSC GSC Escalation Manager & Support Centre Site Manager 240 Minutes CEO & Sr VP, Global Services VP, Worldwide GSC Next Business Day GSC Team Manager Within 5 Business Days GSC Team Manager
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ESCALATION GUIDELINES. 1. This Section and the escalation table in Appendix A addresses (a) the escalation guidelines by which Licensor shall resolve Software support problems (including problems related to security vulnerability); and (b) the manner in which Licensor shall involve its management personnel to address such problems.
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ESCALATION GUIDELINES. WebXpress's assigned Engineers will adhere to the following timeframes for internal escalation of Licensee's support requests in order to ensure maximum service responsiveness. -------------------------------------------------------------------------------- SEVERITY SEVERITY 1 SEVERITY 2 SEVERITY 3 ESCALATION POINT DEFINITION FOR SEV. 1 ISSUES -------------------------------------------------------------------------------- Initial Response 4 hours 8 hours 12 hours N/A -------------------------------------------------------------------------------- Level 1 - problem 24 hours 2 days 4 days Support Manager determination -------------------------------------------------------------------------------- Level 2 - 2 days 1 week 2 weeks Support Manager problem isolation -------------------------------------------------------------------------------- Level 3 - 7 days 3 weeks N/A Support Manager Engineering --------------------------------------------------------------------------------
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ESCALATION GUIDELINES. DIGITAL will escalate problems to TERAYON based on --------------------- the following classifications:
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