Escalation Management Clause Samples
The Escalation Management clause establishes a structured process for resolving disputes or issues that arise during the course of an agreement. Typically, it outlines a series of steps, such as initial negotiation between project managers, followed by involvement of higher-level executives if the issue remains unresolved, and possibly culminating in mediation or arbitration. This clause ensures that conflicts are addressed systematically and efficiently, minimizing disruption to the business relationship and providing a clear path to resolution.
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Escalation Management. In cases, where issues need engineering assistance, the TRM will act as the ASP Member's advocate and function as point-of-contact to assist in rapid resolution of the incident.
Escalation Management. On-site assistance for critical software problems is limited to systems supported by one (1) system manager and situated within one half (1/2) mile, (one (1) kilometer) radius of each other. Systems situated beyond this limit that require on-site assistance will be subject to additional charges at HP's standard service rates.
Escalation Management. In addition to setting priority levels for reported End User Problems, Pulse Secure will provide the following systematic escalation management for Problems: Manager, Technical Support 1 hour 12 hours 15 days 30 days Director, Customer Service 2 hours 24 hours VP, Customer Service 4 hours 96 hours VP, Engineering & Sales 4 hours EVP/SVP, Operations 24 hours
Escalation Management. In addition to setting priority levels for reported End User problems, Juniper Networks will provide the following systematic escalation management for Problems: 24 hours Executive Vice President, Operations and Field Operations 4 hours Engineering and Sales President, Vice 96 hours 4 hours Customer Service President, Vice 24 hours 2 hour Director, Customer Service
Escalation Management. Contractor shall provide an escalation management team comprised of top contributors from cross functional departments and an identified Escalated Accounts Manager. For purposes of this section, Escalated Accounts Manager means the Contractor-identified resource that will be responsible for following the escalation matrix, maintaining contact information for the matrix, holding the Contractor accountable for tasks and pushing remediation forward. This process is set forth in Schedule A. It must include the Escalated Accounts Manager for this MSA, as well as identify the escalation contact and path for each Technical Addendum. Upon request, Contractor will provide a current organization chart reflecting the escalation management team: Sales team, Pre-sales Engineering team, Project management Team, Service Delivery Team, Operations team, Post sales engineering team, Legal/contract team, and local, state, and regional VPs.
Escalation Management. Support issues that require escalation to other resources within Microsoft can be closely managed by the Services Resource to expedite resolution.
Escalation Management. Escalation Management is the process for escalating and resolving issues associated with requests (for example, change requests, incident resolution requests, problem resolutions).
a. Vendor responsibilities include:
(1) Escalate unresolved Incidents, problems and requests according to procedures approved by ACI, and automatically prioritize high-impact Applications, Software and Equipment so that, when outages occur, they are treated with the highest priority.
(2) Define, with ACI, and obtain ACI approval on Escalation procedures that reflect and describe:
(a) The Severity Level of the Incident.
(b) The Location of the Incident and the name and/or number of affected End User.
(c) The elapsed time before a Incident is escalated to the next higher Severity Level.
(d) The levels of involvement (and notification) of Vendor management and ACI management at each Severity Level.
b. ACI will provide Vendor with definition of high-impact Applications, Software and Equipment.
c. Vendor will provide a process for escalating to ACI, or the Vendor management, Incidents not resolved in the time frames appropriate to the severity of the Incident and the priority of the user. The Vendor responsibilities include the following:
(1) Escalate unresolved Incidents according to procedures approved by ACI, and automatically prioritize high-impact Applications, Software, and Equipment, such that they are treated with the highest priority.
(2) Implement escalation procedures that reflect and describe the following items:
(a) Severity Level of the Incident.
(b) Location of the Incident and the name and/or number of affected internal or external customers.
(c) Elapsed time before an Incident is escalated to the next higher Severity Level. Confidential Exhibit A-1 — Delivery Management Services (Cross Functional)
(d) The levels of involvement (and notification) of Vendor management and ACI management at each Severity Level.
(e) Investigative and diagnostic activities to identify workarounds for each Incident.
(f) Incident resolution activities to restore normal service in compliance with the Service Levels.
(g) Ability to resolve Incidents by matching Incidents to known errors that are stored in a known error database.
(h) Ability to resolve Incidents by implementing workarounds that are stored in a knowledge base.
(i) Escalation process used to escalate Incidents to appropriate support teams when necessary.
(j) Escalation process used to escalate Incidents to Vendor and/or ACI’s ma...
Escalation Management. 4.5.1 Should an Incident not be resolved within the applicable Service Level targets, the SITA Service Desk shall provide status updates to CITY in accordance with agreed procedures.
4.5.2 The SITA Service Desk may trigger escalation procedures when an Incident resolution time is in danger of exceeding the threshold defined in the Service Levels Schedule.
4.5.3 The objectives of the escalation procedures are to ensure that:
(a) an Incident is rectified as quickly as possible;
(b) all measures are taken to minimize any disruption to CITY’s operations;
(c) if an Incident cannot be resolved within pre-determined periods, affected CITY Users are notified of the Incident and the progress of its resolution;
(d) appropriate and progressively more senior, CONTRACTOR staffs are made aware of the Incident and the actions being taken for resolution; and
(e) appropriate resources are deployed as necessary to assist the resolution effort.
Escalation Management. Support tickets will be escalated as defined in Section 5.16, or based on the following criteria:
a) Recommendation by the owner of the support ticket;
b) A ticket has not had a first response within the timelines outlined in Section; 5.16
c) User is unsatisfied with the level of support received; or
d) upon User request. 1 Helpdesk Support Representative, responsible for the case 2 Helpdesk Lead
Escalation Management. 6.1.1 The Service Provider shall provide an escalation process acceptable to TTL for the management and resolution of Incidents.
6.1.2 The Service Provider shall provide TTL Personnel with a mechanism for raising Incidents for inclusion in the Incident Log.
6.1.3 The Service Provider shall provide TTL Personnel with direct read-only access to the electronic Incident Log.
6.1.4 The Service Provider shall provide TTL Personnel with full extracts of the Incident Log, including full details of:
a) specific Errors;
b) Service Issues;
c) Security Incidents;
d) PI Incidents;
e) Changes; and