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. Level Description Escalation Policy Notification I Catastrophic outage affecting overall registry operations Data-center manager escalates to NeuStar 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 Staffing 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. Test and Evaluation Facility 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. Level Description Escalation Policy Notification 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. Level Description Escalation Policy Notification 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 Staffing 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. 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 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
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. 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. It is good practice for the LSAB to outline its policy for dealing with conflict or barriers to information sharing. It is helpful to provide information to statutory and relevant partners of what to do when it is felt collaborative working is not effective. All agencies may encounter difficulties from time to time when they are working with vulnerable adult(s) and need the co-operation, involvement and information from other agencies or organisations. These organisations may also include any provider who has contractual obligations with statutory organisations for example, Care Settings. All practitioners, agencies or organisations need to be able to escalate situations when they feel that they are not receiving a satisfactory response to requests for collaborative working in respect of an adult or child. For concerns relating to information sharing for children refer the Durham Safeguarding Children Partnership guidance. Learning from a range of reviews is fundamental to ensuring effective information sharing continues to take place across our partnership arrangements. Following recommendations of a local Mental Health Homicide Review, the LSAB developed this Escalation Policy to deal with disputes and disagreements between agencies. Every attempt should be made to resolve issues at a local, operational level. However, where every attempt has been made to resolve matters informally via discussions, meetings, and formal requests, any agency can invoke this Escalation Policy (below). If this fails, the relevant Board representative should report the concern to the Outline your concern to a Senior Manager within your own organisation to liaise with the relevant organisation to reach a resolve. (Responses should be recorded and communicated). If this fails, and the concern relates to safeguarding adults you should report the concerns to the LSAB in writing who will identify the relevant Board representative to address the concern. LSAB Chair** in writing and in line with any locally agreed policy and procedures. Refer to contacts list Concerns sent to the LSAB Chair should be copied to the Board Business Unit for audit purposes.
Escalation Policy. Additionally there are cases where reported issues require escalation to the development team for further diagnostics. Response times are dependent on both PCS and the customer and may take a number of iterations to isolate the root cause of the issue. The support team will use reasonable efforts to mitigate the time required to identify the cause of the issue and provide a resolution. If new hardware/software is required to resolve the issue, an estimate will be provided to the customer of an expected delivery of a fix.
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.
