Common use of Escalation Policy Clause in Contracts

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. 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-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 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 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. 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-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 NeuLevel 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-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-customer- support specialist escalates to the systems engineer if not resolved within four hours Hourly updates to registrar via e-mail Staffing Initially, 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-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 XRP system. Our technical-support team, which consists of functional experts in the processes and technologies for domain-name registration, supports will support 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. 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 II Systems outage affecting one or two registrar sessions but not the entire system Data-center manager escalates to NeuStar management and Disaster-Recovery Team if not resolved in 15 minutes Systems engineer escalates to data-center manager if not resolved in one hour 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 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.