Escalation Levels. 1.1 For the purposes of this Work Contract, the escalation levels pursuant to clause 31 of the Agreement shall be: Xxxxx 0 Xxxxx 0 Xxxxx 0
Escalation Levels. Escalation Level Contact Notified
Escalation Levels. Escalation to a Level 3 Technical Services Engineer will occur if both HDS and BlueArc Level 1 Support and Level 2 Support resources, as applicable, have been exhausted as * * * Indicates that confidential treatment has been sought for this information. 61 described in this Section 8. Following the completion of information gathered during the provision of Xxxxx 0 Xxxxxxx, Xxxxx 0 Support escalation will occur. The Qualified Support Employees or Technical Services Engineers performing Level 2 Support shall review all resources within reason including documentation, the BlueArc Knowledge Base and/or patch matrix before escalating a Problem to Level 3 Support.
Escalation Levels. 3.1 Escalation Level 0 (E 0) – Standard Procedure
Escalation Levels. Each Party will organize 3 levels of escalation.
Escalation Levels. There are 5 escalation levels starting at Level 0 up to Level 5. A summary of the levels is given below: • Level 0 This is the level at which all escalations should be initiated & is always the Service Desk. • Level 1 This is the Service Desk Assistant Manager. • Level 2 This is the Service Desk Manager. • Level 3 This is the Service Delivery Manager (SDM) for Carelink. • Level 4 This is the Operations Director. Level 0 Escalation is available 24 x 7 x 365. Level 1 to 4 is available 9:00am to 5:30pm Carelink Business Hours.
Escalation Levels. After Business Hours support requests for SLA One (1) Incidents are to be made via telephone. The call is received by the Client Services Manager, who will contact the emergency team (on call 24/7) to resolve the issue. If required, the Client Services Manager will escalate the issue internally. Once issue is resolved, an incident report will be shared with the Licensee (if applicable).
Escalation Levels
