Escalation Management. On-site assistance for critical software problems is limited to systems supported by one system manager and situated within a 12.5 mile (20 kilometers) 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. 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. 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. Support issues that require escalation to other resources within Microsoft can be closely managed by the Services Resource to expedite resolution.
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.
4.4.1. The escalation process is designed to ensure a high level of management visibility within Customer and XTM International organisations so as to guarantee that every possible action is taken to resolve incidents or improve Service performance.
4.4.2. Escalation levels are the following:
Escalation Management. The Call Center is the escalation channel to the customer for raising unsatisfactory service conditions or immediate concerns associated with the Third-Party Product Spares – Next Day service. Nortel internal escalation will begin under the following situations: • When the Call Center representative becomes aware of a condition that may prevent Nortel from meeting its dispatch for next-day delivery targets. • In the event a replacement FRU is not available to meet the next-day delivery target. • When the ability of Nortel to fulfill a replacement FRU service request is affected by a conflict between the customer’s service request and the Nortel service entitlement database. The Third-Party Product Spares — Next Day service provides for Nortel to own, manage, and warehouse spares parts and then dispatch them on an as-needed basis to a contracted customer site to replace a failed unit in the network. A dispatched field technician will remove the defective part from service and install the replacement spare. The field technician will return the defective part to Nortel for repair so that it can be put back into invertory as a replacement part. Third-Party Product Spares – Next Day service provides for dispatch of replacement FRUs and a field technician for arrival Monday through Friday from 7:00 a.m. to 7:00 p.m., customer local time. Weekend and holiday arrivals are subject to common carrier limitations on its overnight delivery services for weekends and for its observed holidays. After the Nortel Managed Spares Call Center validates the customer’s request for a replacement FRU, Nortel assigns a field technician and dispatches the replacement FRU(s), each to arrive at the customer’s contracted site on the next day, if the request is validated prior to 7:00 p.m., local time, at the dispatching central depot. If validation is completed after 7:00 p.m., then arrival at the customer’s contracted site will be on the second day. For example, if validation is completed at 6:00 p.m. on Monday, then Nortel will assign the field technician and dispatch the replacement FRU(s) for arrival on Tuesday between 7:00 a.m. and 7:00 p.m. If validation is completed at 9:00 p.m. on Monday, then arrivals at the customer’s contracted site will be on Wednesday between 7:00 a.m. and 7:00 p.m. Any diagnosis and troubleshooting required to identify the faulty FRU to be replaced needs to be completed prior to the customer’s placement of the call to the Call Center to request the replac...
