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. 1.1 For the purposes of this Work Contract, the escalation levels pursuant to clause 31 of the Agreement shall be: Client The Contractor Xxxxx 0 Xxxxx 0 Xxxxx 0 000 XXXXX 10 KNOWLEDGE TRANSFER
Escalation Levels. Escalation Level Contact Notified State 1 Front-Line Support Manager State 2 Global Support Services Director State 3 VP Customer Management / Managing Director Severity Support State Levels Escalation within the following time frames Severity Level 1 - Critical State 1 1 Business Hour State 2 2 Business Hours State 3 8 Business Hours Severity Level 2 – Major State 1 8 Business Hours State 2 12 Business Hours State 3 16 Business Hours Severity Level 3 – Minor State 1 When agreed resolution time is not met State 2 Resolution time agreed + 1 Business Day State 3 Resolution time agreed + 2 Business Days Severity Level 4 – Low Impact All N/A Severity Level 5 – Enhancement Request All N/A
Escalation Levels. Each Party will organize 3 levels of escalation.
Escalation Levels. 3.1 Escalation Level 0 (E 0) – Standard Procedure According to standard procedure and as contractually agreed, deliveries are inspected by MEKRA using regular dynamic sampling for incoming goods, and are rejected, if deviations from specifications are detected. Following a rejection, MEKRA’s quality assurance unit may issue an informal inspection report for individual deliveries requiring the supplier to carry out special inspections, such as inspecting 100% of the upcoming three deliveries. The special inspection requirement applies to both the rejected characteristic and the rejected product.
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
