Escalation Matrix. 14.1. As per the times show in table 3, call co-ordinators will be notified when calls have not been closed (resolved) with the specified time frames. If these severity’s times are not archived in table 3, the escalation table 3a for Data Services or table 3b for Voice Services can be used below. Level 1 SMC Supervisor Network Monitoring 3rd Party Management Infrastructure Management Level 2 Incident Manager Escalations from Level 1 Level 3 Head of Operations Escalations from Level 2 Core network failures Level 4 Executive Client Service Escalations from Level 3 Core network failures Level 1 SMC Supervisor Voice Monitoring 3rd Party Management Infrastructure Management Level 2 SNR Operation Manager Escalations from Level 1 Level 3 Head of Operations Escalations from Level 2 Voice network failures Level 4 Executive Head: Client Service Escalations from Level 3 Voice network failures
Escalation Matrix. Clients should engage with our Global Service Desk as a single point of contact to report issues, request services, and receive information about service health.
Escalation Matrix. In the event of dissatisfaction with the services rendered, Customer may contact the Business Relationship Manager, National Data Center, BCC. Following is the escalation matrix: Escalation Level When to Escalate Role Contacts Level 1 If SLA target is breached Business Relationship Manager Name: Md. Xxxxx Xxxxx Mobile: +0000000000000 Email: xxxxx.xxxxx@xxx.xxx.xx Level 2 Level 1 remained unresponsive for 3 days without providing any resolution Management Representative Name: Xxxxxx Xxxxxxx Mobile: +0000000000000 Email: xxxxxx.xxxxxxx@xxx.xxx.xx Level 3 Level 2 remained unresponsive for 2 days without providing any resolution Director (National Data Center) Name: Engr. Xxxxxx Xxxxx Xx Xxxxx Mobile: +0000000000000 Email: xxxxx.xxxxx@xxx.xxx.xx In case of any disagreement while defining any service, severity or understanding service scope, authorized technical representatives from both the parties will finalize this issue and if the representatives fail to settle this issue, such cases will be escalated to the Top Management of the Customer and Top Management of NDC.
Escalation Matrix. 10.1 The table below outlines the escalation contacts available to Customer if the Customer does not receive a satisfactory response to the escalation of Support Services under this SLA. First level Account Manager Second level Xxxx Clinical Service Delivery Manager Third level Xxxx Clinical Chief Client Officer 11 Additional Charge
11.1 If the Customer submits a support request to the Company in accordance with this SLA and the Company determines, after investigating the problem, that the cause of the problem is Customer or user error, including any of the circumstances identified in clause 4 above, the Company agrees to provide Support Services to the Customer to resolve the identified issues for an Additional Charge. The Company will notify the Customer of the Additional Charge and the Customer agrees to pay for such Additional Charge within 30 days of receiving an invoice from the Company.
Escalation Matrix. 8.1 The escalation matrix for resolving a issues is as follows:
8.1.1 Call is registered with 24x7 iNOC support helpdesk and a ticket is assigned (L0)
8.1.2 Subsequent to call registration the problem is handled by L0/L1
8.1.3 If the issue is not resolved within the time frames indicated above L2 will look into the issue
8.1.4 In case the issue becomes critical, then it will be escalated to L3.
Escalation Matrix. 9.1. If the client feels Dotmac Technologies is not meeting SLA commitments, follow this escalation path: ● 1st Level: WhatsApp (00000000000), Website complaint form, or live chat. ● 2nd Level: Email xxxxxxx@xxxxxx.xx follow-up on WhatsApp with the ticket ID.
Escalation Matrix. All issues reported by customers will be initially handled by a Support Executive. Escalation Level Contact Details Escalation Level – 1: Support Head Name: Xx. Xxxxxxx Email: xxxxxxx@xxxxxxxxxx.xxx Mobile: +00 00000 00000 If the issue is not resolved within the resolution time, then it will be escalated to Support Head. Level – 2: Product Head Name: Mr. Ram Email: xxx@xxxxxxxxxx.xxx Mobile: +00 00000 00000 If the issue is not resolved within 72 hours, then it will be escalated to Product Head automatically.
Escalation Matrix. Contact persons from Somnetics for rendering of Support are defined hereunder as follows:
Escalation Matrix. Fastech and Prescient shall maintain and regularly update a detailed Escalation Matrix which shall identify the following: (1) the persons to be contacted, including telephone and pager numbers and e-mail addresses, in the event of technical errors or failures with respect to the Services; (2) the severity level of each error or failure; (3) the target time to repair (TTR) of each such problem (including an estimate of the total time which may elapse during the repair strategy before identified Fastech and Prescient personnel need to be notified); and (4) the time to management escalation (TTM) of each problem (including an estimate of the total time which can elapse during the repair strategy before identified Fastech and Prescient personnel need to be notified).
Escalation Matrix. In the event of dissatisfaction with the services rendered, Customer may contact the Business Relationship Manager, National Data Center, BCC. Following is the escalation matrix: Escalation Level Role Name Landline Mobile Email Level1 Business Relationship Manager Xxxxxxxx Xxxxxxxx +88-02-5500 6840 +88-01717- 687792 xxxxxxxx.tarapdar@ xxx.xxx.xx Level2 (After 3 Days of Level 1) Management Representative Hasan Uj Jaman +88-02-5500 6840 +88-01760- 403336 hasan.jaman@bcc. xxx.xx Level3 (After 2 days of Level 2) Director Data Center Xxxxxxx X Xxxxxxxxxxx +88-02-5500 6840 +88-01670- 974703 xxxxxxx.barkatullah @xxx.xxx.xx In case of any disagreement while defining any service severity or understanding service scope, authorized technical representatives from both the parties will finalize this issue and if the representatives fail to settle this issue, such cases will be escalated to the Top Management of the Customer and Top Management of NDC.
