Escalation Policy. Our escalation policy defines procedures and timelines for elevating problems either to functional experts or to management for resolution if they not resolved within the escalation- policy time limits. The following table is an overview of our escalation policy. I Catastrophic outage affecting overall registry operations Data-center manager escalates to NeuStar management and Disaster-Recovery Team if Web portal and e-mail notifications to all Registrars not resolved in 15 minutes within 15 minutes; updates every 30 minutes II Systems outage affecting one or two registrar sessions but not the entire system Systems engineer escalates to data-center manager if not resolved in one hour Web-portal notification to all registrars; hourly updates III Technical questions Help Desk customer-support specialist escalates to the systems engineer if not resolved in two hours Hourly updates to registrar via e-mail IV Basic questions Help Desk customer-support specialist escalates to the systems engineer if not resolved within four hours Hourly updates to registrar via e-mail Registry Operator will staff its Help Desk with a complement of customer service specialists. We will add staff as necessary to respond to incoming requests within the service-level agreement. Customer-service specialists will obtain assistance from Registry Operator's technical staff for any problems that cannot be resolved in one phone call. Registry Operator will establish an operational test-and-evaluation facility that will be available for Registrars to test their client EPP system. Our technical-support team, which consists of functional experts in the processes and technologies for domain-name registration, supports the registrars' testing. Once each new Registrar is satisfied that its system is compatible with the registry system, it will schedule a formal acceptance test that will be monitored by our system engineer. After a registrar has passed the acceptance test, we will issue its user id, passwords, and digital certificates, and the Registrar can begin operations.
Escalation Policy. Registry Operator’s escalation policy defines procedures and timelines for elevating technical only problems to the Registry Operator, via the Registry Service Provider’s, functional experts or to management for resolution if they are not resolved within the escalation-policy time limits. The following table is an overview of Registry Operator’s escalation policy. I Catastrophic outage affecting overall registry operations Registry Service Provider’s Data-center manager escalates to Registry Service Provider’s management and Disaster- Recovery Team if not resolved in fifteen (15) minutes Registry Service Provider’s web portal and/or e-mail notifications to all Registrars within fifteen (15) minutes; updates every thirty (30) minutes II Systems outage affecting one or two ( 2) registrar sessions but not the entire system Registry Service Provider’s Systems engineer escalates to Registry Service Provider’s data-center manager if not resolved in one (1) hour Registry Service Provider’s web-portal notification to all registrars; hourly updates III Technical questions Registry Service Provider’s help desk customer-support specialist escalates to the Registry Service Provider’s systems engineer if not resolved in two (2) hours Registry Service Provider provides hourly updates to registrar, via e-mail IV Basic Non-Technical questions Handled through Registry Operator’s non-technical telephone support to registrars through a central phone number. Registry Operator shall provide updates to registrar, via e- mail.
Escalation Policy usTLD Administrator’s escalation policy defines procedures and timelines for elevating problems either to functional experts or to management for resolution if they are not resolved within the escalation-policy time limits. The following table is an overview of the escalation policy. I Catastrophic outage affecting overall registry operations Data-center manager escalates to usTLD Administrator management and Disaster-Recovery Team if not resolved in 15 minutes Web portal and e- mail notifications to all Registrars within 15 minutes; updates every 30 minutes II Systems outage affecting one or two registrar sessions but not the entire system Systems engineer escalates to data-center manager if not resolved in one hour Web-portal notification to all registrars; hourly updates III Technical questions Help Desk customer- support specialist escalates to the systems engineer if not resolved in two hours Hourly updates to registrar via e-mail IV Basic questions Help Desk customer- support specialist escalates to the systems engineer if not resolved within four hours Hourly updates to registrar via e-mail Initially, usTLD Administrator will staff its Help Desk with a complement of customer service specialists. usTLD Administrator will add staff as necessary to respond to incoming requests within the performance specification guidelines. Customer-service specialists will obtain assistance from usTLD Administrator's technical staff for any problems that cannot be resolved in one (1) phone call.
Escalation Policy. Our escalation policy defines procedures and timelines for elevating problems either to functional experts or to management for resolution if they not resolved within the escalation-policy time limits. The following table is an overview of our escalation policy.
Escalation Policy. Complaint escalation begins when the local team requires additional resources to resolve a Customer issue and ends when the Customer confirms satisfaction or when all options have been exhausted and communicated to the Customer.
Escalation Policy. In the event that a problem has not been corrected, a workaround has not been provided, or the Provider response requires additional attention, the Client may escalate attention to the problem by contacting the Provider and asking directly to speak with a manager or senior developer about the issue. Contact information can be found at xxxxxxx.xxx/xxxxxxx.
Escalation Policy. Unless it is immediately clear that a service call requires on-site service, I&T will treat each service call as a remote service call. Should I&T be unable to resolve the issue remotely within a reasonable period of time, an engineer will be dispatched according to the response times described in Section 2.2 above.
Escalation Policy. If Customer determines that an incident merits additional attention, or if any response or follow-up time is not being met, then Customer may escalate the matter to ServiceNow by calling +0- 000-000-0000.
Escalation Policy. Company will provide to Mpower Company's executive escalation policies for all functions, including field services, sales, engineering, customer service, provisioning and finance/accounting, which policies Mpower personnel may use to direct any appropriate questions and concerns of Mpower Customers.
Escalation Policy. If Customer believes an issue merits additional attention, or if any response or Follow-Up time is not met as set forth herein, Customer Authorized Personnel may escalate the issue by contacting E2open Support and requesting a response from an E2open Support duty manager. If the Customer Authorized Personnel is not satisfied by the escalation response by E2open, they may request to
