Escalation Time Sample Clauses

Escalation Time. Upon receipt of a help desk call or IT service request, the assigned technician is expected to make a decision on whether to escalate the call within a certain period of time depending on the call’s priority level. FootPrints – A web based helpdesk tracking software that allows clients to submit service requests online. Client requests are automatically routed to the appropriate department. Instructional Innovation Center (IIC) – A walk-in lab for college employees. The IIC offers training and assistance utilizing technology and distance learning tools to enhance teaching and learning at San Antonio College. Level-1 of IT Support – Level 1 Help Desk Service Agents are the "first point of contact." They are responsible for answering calls and gathering pertinent information about the call. They handle repetitive issues, simple quick resolving calls such as “How Do I?” questions, passwords problems and simple procedural questions about desktop software applications. They use defined processes for escalating an event to a higher-level process that is more focused on a specific problem. They typically spend less than 10 minutes on the phone with the customer. They may use tools such as knowledge bases and/or employ remote control processes to fix a customer’s problem. Level-2 of IT Support – Level 2 are the "Onsite Support Technicians." They bring technical expertise to address problems that are too complex or time consuming to be resolved by the Level
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Escalation Time. The table below indicates the time after which a “Critical” or “Major” fault may be escalated following expiry of the Fault correction timeframe • Severity “Critical”, escalation times are measured in calendar hours - 24 hours per day, 7 days per week. Severity 2, 3, and 4 escalation times correspond with Business Hours. • “Critical” or “Major” fault shall only be escalated where it becomes evident that the parties are unable to reach agreement on the process or date to resolve such Faults. • All times are with reference to the time that the Fault was recorded “Open”
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Related to Escalation Time

  • Completion Time The Consultant must complete the services and deliverable for this task in accordance with whichever one of the following time is marked: On or before the following date: . On or before Business Days from . Task No. 3: [Insert title of deliverable.]

  • Vacation Time After the Trial Period is complete, the Employee is entitled to days off per year of which is required to be mutually benefiting of the Employer and the Employee. It is required for the Employee to give notice before scheduling their vacation in accordance with Company policy. Any unused Vacation Time shall be (check one): ☐ - Converted to cash at the end of the year at a rate of $ per day. ☐ - Eligible to rollover up to days to the next year. ☐ - Forfeited at the end of the year. ☐ - Other: .

  • PRICE ESCALATION/DE-ESCALATION (CPI) The County may allow a price escalation provision within this award. The original contract prices shall be firm for an initial one (1) year period. A price escalation/de-escalation will be considered at one (1) year intervals thereafter, provided the Contractor notifies the County, in writing, of the pending price escalation/de-escalation a minimum of sixty (60) days prior to the effective date. Price adjustments shall be based on the latest version of the Consumers Price Index (CPI-U) for All Urban Consumers, All Items, U.S. City Average, non-seasonal, as published by the U.S. Department of Labor, Bureau of Labor Statistics. This information is available at xxx.xxx.xxx. Price adjustment shall be calculated by applying the simple percentage model to the CPI data. This method is defined as subtracting the base period index value (at the time of initial award) from the index value at time of calculation (latest version of the CPI published as of the date of request for price adjustment), divided by the base period index value to identify percentage of change, then multiplying the percentage of change by 100 to identify the percentage change. Formula is as follows: Current Index – Base Index / Base Index = % of Change % of Change x 100 = Percentage Change CPI-U Calculation Example: CPI for current period 232.945 Less CPI for base period 229.815 Equals index point change 3.130 Divided by base period CPI 229.815 Equals 0.0136 Result multiplied by 100 0.0136 x 100 Equals percent change 1.4% A price increase may be requested only at each time interval specified above, using the methodology outlined in this section. To request a price increase, Contractor shall submit a letter stating the percentage amount of the requested increase and adjusted price to the Orange County Procurement Division. The letter shall include the complete calculation utilizing the formula above, and a copy of the CPI-U index table used in the calculation. The maximum allowable increase shall not exceed 4%, unless authorized by the Manager, Procurement Division. All price adjustments must be accepted by the Manager, Procurement Division and shall be memorialized by written amendment to this contract. No retroactive contract price adjustments will be allowed. Should the CPI-U for All Urban Consumers, All Items, U.S City Average, as published by the U.S. Department of Labor, Bureau of Labor Statistics decrease during the term of the contract, or any renewals, the Contractor shall notify the Orange County Procurement Division of price decreases in the method outlined above. If approved, the price adjustment shall become effective on the contract renewal date. If the Contractor fails to pass the decrease on to the County, the County reserves the right to place the Contractor in default, cancel the award, and remove the Contractor from the County Vendor List for a period of time deemed suitable by the County. In the event of this occurrence, the County further reserves the right to utilize any options as stated herein.

  • Escalation If parties are unable to resolve the issue in a timely manner, as specified above, either Sourcewell or Supplier may escalate the resolution of the issue to a higher level of management. The Supplier will have 30 calendar days to cure an outstanding issue.

  • Show Up Time An employee who reports to work in the usual manner without having been notified that there is no work available and is sent home because of lack of work before having worked four (4) hours shall receive a minimum of four (4) hours pay at their prevailing hourly rate. The employee shall also receive their full accommodation allowance if and when applicable. Each employee must inform the Employer of a means of being contacted on short notice. If an attempt is made by the Employer at least two (2) hours before the employee’s shift commences by way of the contact information provided, in an effort to inform the employee of a lack of work, and the Employer is unable to do so, the employee will not be entitled to show up time.

  • Union Time The Union President or his designated representative(s) shall have available a bank of two hundred (200) hours maximum per contract year to conduct Union business. This means the combined hours used by the Union President and his designated representative(s) to conduct the above described activities shall not exceed two hundred (200) hours per contract year. Such leave shall be provided upon written notice by the Union submitted to the Department Head not less than one (1) calendar week in advance of the requested date, or in the event that the one week notice is not possible, it shall be provided with reasonable notice. The designated representative(s) will consist of any PAGE board member, the two Vice-Presidents, Chief Xxxxxxx, Secretary, and Treasurer. In the event that a Union representative is required to attend meetings, or otherwise conduct business during his off duty time, and the business occurs within eight (8) hours of the start of their work shift, the Union representative will be allowed to use part of all of their shift off using Union time. If the required meeting is in the eight

  • Break Time For daily work assignments of six or more hours, permanent and probationary employees (except bus drivers and bus aides) shall be entitled to one 15-minute break for each half of the work assignment. For work assignments of less than six hours, such employees shall be entitled to one 15-minute break. Employees who spend a majority of the workday working with a Video Display Terminal (VDT) shall be permitted to perform other job-related duties (i.e., work not involving use of a VDT) 10 continuous minutes out of each hour. Such time shall not be cumulative and shall be in addition to break time established above.

  • Lunch Time The “duty free” lunch time for assistants will be the same length as the building lunch time for students provided that the lunch is no less than thirty (30) minutes in length.

  • Preparation Time 1. Each full-time elementary teacher shall receive 100 minutes of preparation time per week scheduled in accordance with the Previous Collective Agreement.

  • Final Completion Date Final Completion for the Work as defined in Article 6.1.3 of the General Conditions to the Continuing Contract for Construction Management shall be achieved by September 30, 2022.

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