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.
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.
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.
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.
2. Severity 1 problem escalation times are measured in calendar hours, twenty-four (24) hours per day seven (7) days per week. Severity 2 problem escalation times correspond with Licensor’s Business Hours. Severity 3 and Severity 4 problem escalation times correspond with Licensor’s Business Hours (defined below). 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 escalations will begin at the Technical Support Group Leader and proceed upward.
ESCALATION GUIDELINES. 3.1 The following table sets forth the escalation guidelines by which Developer shall address customer support problems reported by Cisco that have been determined to result from the Product 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 Developer 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 escalations will begin at the Technical Program Manager level and proceed upward. This will allow those most closely associated with the support resources to correct any service problems quickly.
3.2 It is Cisco’s policy to work with its customer to establish the Priority for a problem and to accept the customer’s determination of the Priority. Developer shall accept the Priority designation agreed to by Cisco and Cisco's customers and communicated to Developer by Cisco. Developer will work with Cisco according to the processes and procedures contained in this Exhibit E. Elapsed Time Priority 1 Priority 2 Priority 3 Priority 4 1-Hour Technical Program Manager 4-Hour Account Manager Technical Program Manager 24-Hour Global Account Director Account Manager 48-Hour Vice President/Sponsor Global Account Director 72-Hour Technical Program Manager 96-Hour Account Manager Technical Program Manager
1. Name: Title: Phone number: Cell Phone: Email:
2. Name: Title: Phone number: Cell Phone: Email:
3. Name: Title: Phone number: Cell Phone: Email:
4. Name: Title: Phone number: Cell Phone: Email:
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. 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 Tel: 00000 000000 Email: xxxxxxxxxx@xxxxxxxxxxx.xx.xx Tel: 00000 000000
1. INTEPRETATION Associates in writing within thirty (30) days after the completion of the particular aspect
1.1 In this Agreement, in the case of a conflict between these terms and conditions and the Support Service and Software Subscription (including the Exhibits thereto), the relevant provisions of these terms and conditions shall prevail.
1.2 The headings to clauses are inserted for convenience only and shall not affect the interpretation or construction of this Agreement. Words imparting the singular shall include the plural and vice versa. Words imparting a gender include every gender and references to persons include an individual, company, corporation, firm or partnership.
1.3 For the avoidance of doubt, any conditions of purchase or other standard conditions of Customer set forth in or referred to in any purchase order, correspondence or other documents are hereby expressly declared inapplicable to this Agreement and notice of rejection to the same is hereby given.
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. 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.
3.2 It is Cisco's policy to work with its customer to establish the Priority for a problem and to accept the customer's determination of the Priority. Licensor shall accept the Priority designation agreed to by Cisco and Customers and Cisco Systems, Inc. Confidential Information For Internal Use Only. *** Confidential Information has been omitted and filed separately with the Securities and Exchange Commission pursuant to a confidential treatment request. communicated to Licensor by Cisco. Licensor will work with Cisco according to the processes and procedures contained in this Exhibit G. ------------------------------------------------------------------------------- Elapsed Priority 1 Priority 2 Priority 3 Priority 4 Time ------------------------------------------------------------------------------- Technical 1-Hour Support Group Leader ------------------------------------------------------------------------------- Technical Technical 4-Hour Support Support Director Group Leader ------------------------------------------------------------------------------- Vice President Technical 24-Hour Engineering Support Director ------------------------------------------------------------------------------- 48-Hour President (CEO) Vice President Engineering ------------------------------------------------------------------------------- 72-Hour Technical Support Group Leader ------------------------------------------------------------------------------- 96-Hour President Technical Technical (CEO) Support Support Director Group Leader -------------------------------------------------------------------------------
1. Name : Noel Warnert Title: Tecxxxxxx Xxxxxrt Lead Phone: (301) 296-2414 Pa...
ESCALATION GUIDELINES. DIGITAL will escalate problems to TERAYON based on --------------------- the following classifications:
(a) Critical - error prevents all useful work;
(b) Severe Impact - errors which disable all functions; and
(c) Minimal Impact - all other errors.
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 --------------------------------------------------------------------------------
