Escalation Route Clause Samples

Escalation Route. All support issues should be raised through the Enterprise Self Service Portal. In case of difficulties please follow the escalation route shown below: • Bottomline Technical Support Centre • 0870 0818 250 (Option2) • Email: ▇▇▇▇-▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇.▇▇▇ • Payments SupportManager • Head of Customer Support

Escalation Route. Ziggo has an internal escalation route so that Faults divided into Severity Level 1 or 2 are given sufficient and appropriate attention. The table below depicts the escalation routes. Severity Level 2 1 hour before the standard for the Repair Time is exceeded Senior Technical Service Agent 1 hour after the standard for the Repair Time is exceeded Manager Customer Operations Senior Technical Service Agent 2 hours after the standard for the Repair Time is exceeded Director Business Operations Manager Customer Operations 24 hours after the standard for the Repair Time is exceeded General Manager Ziggo Vice President Business Oper- ations Ziggo is allowed to carry out Maintenance on its Network Infrastructure in order to execute upgrades and other sorts of Maintenance and in order to offer optimal delivery of services. Ziggo pursues to carry out Maintenance outside the common office hours and to, from a professional point of view, make every reasonable effort to agree on a suitable time with the Customer to keep the number of Faults and other inconveniences due to Maintenance as limited as possible. Ziggo shall at all times pursue to keep the duration of the Maintenance as short as possible in order to offer optimal delivery of services. In connection with the execution of Maintenance the Customer shall at all times provide access to its Location.

Escalation Route. All support Incidents should be raised and where necessary escalated through the Enterprise Self Service Portal.

Escalation Route. End-users are requested to report all incidents to the customer’s internal helpdesk, which in turn can report these incidents to Zivver as described in article 3.4 of this service level agreement. In the event of disagreement, Zivver support is obliged to involve the relevant head of Customer Success. Subsequently, an executive director of Zivver will be involved in case of ongoing disagreement or by explicit request of the customer.

Escalation Route. 6.1 All Incidents and Service Requests should be ra ised through the web site portal. In case of diffic ulties please follow the escalation route shown below: Self Service Portal ▇▇▇▇://▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇.▇▇ Support Centre +▇▇ (▇)▇▇▇ ▇▇▇ ▇▇▇▇ 1st Escalation 2nd Escalation 3rd Escalation