Escalation Level. From To Type 1 Type 2 Type 3 Type 4 Type 5 A Help Desk 2nd level 15 minutes 15 minutes 30 minutes 2 hours 4 hours Tech Support OPCON Tech Immediately Immediately Immediately Immediately Immediately Support 2nd level B Tech Manager 1 hour 2 hours 3 hours 4 hours 8 hours Support Help Desk Account 1 hour 2 hours 3 hours 4 hours 8 hours Manager Help Desk Crisis 1 hour 2 hours N/A N/A N/A Manager C Manager Account 2 hours 3 hours 4 hours 8 hours 24 hours Executive D Account VP SDO 4 hours 8 hours 24 hours 48 hours N/A Executive E VP SDO President 8 hours 24 hours N/A N/A N/A -ISG Crisis Manager The Crisis Manager will handle type 1 and type 2 problems. It is the duty of the Crisis Manager to manage the problem, making sure the appropriate resources are being applied, that proper notifications are made and continuous status updates are communicated. A teleconference bridge will be established for use as necessary. The Crisis Manager must keep a log of the events as they occur and prepare a problem report. This report will be submitted to the problem report coordinator. The Crisis Manager must be aware of key system activities for the week, Service Agreement customer escalation requirements, contact lists, and host/application lists.
Escalation Level. The Party initiating the Escalation Management Process is obliged to provide a statement in writing or text outlining the reasons for the dissension and the escalation to the first Escalation Level being the Service Management Unit of both Parties. The statement shall include at least the reason for the dissension, the reference to the relevant provisions and documents in the Set of Contracts and possible alternatives to settle the dissension. The other Party is obliged to react with a statement in writing or text on the dissension. The Service Management Units shall discuss the dissension and agree on a settlement as soon as reasonable.
Escalation Level. If no settlement can be reached by the Service Management Units (this requires in general unanimity) the request for further escalation including the statements shall be processed to the next Escalation Level being the Steering Committee. The Steering Committee shall discuss the dissension and agree on a settlement as soon as reasonable.
Escalation Level. If no settlement can be reached in the Steering Committee the request for further escalation including the statements shall be processed to the last Escalation Level being the Management Board. If the Management Board is not able to reach a unanimous settlement agreement each Party may independently from the other declare the Escalation Management Process as failed and initiate arbitration proceedings as defined in the General Agreement.
Escalation Level. 1 In case a breach is detected, i.e., a Service Level Target is not achieved, then an Escalation Level 1 is triggered for the Qualified vLEI Issuer to implement the needed countermeasures. The SLA Dashboard shall show the remediation occurred latest on the second month after the escalation notification. GLEIF can exceptionally extend the remediation time in its sole but reasonable discretion. If the SLA Dashboard does not show any more breaches on the target month as well as on the following one, the Escalation Level 1 is closed. Escalation Level 2 will be triggered:
