Fault Escalation. 10.1 The Contractor and Client shall adhere to the escalation procedure in the event that a Fault is not being dealt with within the timescales envisaged (as set out in the table below).
Fault Escalation. 13.1 Subject to paragraph 13.2, if a Fault is not resolved within the target fix timescales, Service Users may escalate the issue in accordance with the following table: Escalation Level Escalated To Time Elapsed Service Provider Service User 1 Service Desk Manager School IT Network Managers By target fix time for priority 2 Service Manager Schools IT Manager By target fix time for priority +2 hours 3 CEO European IT Director By target fix time for priority +16 hours
Fault Escalation. Fault escalation procedures can be invoked in the following situations: If a reported Fault exceeds the TTRF Where an individual Fault condition is particularly sensitive and is deemed to be business affecting and a quicker resolution may be necessary. You may at any time during the Fault request immediate escalation. Escalation may be via the appropriate KCOM Group contact or on a direct peer to peer level. All requests are to clearly state the reason for escalation and any subsequent actions will be recorded on the KCOM Group Fault management system. We will use our best endeavours to respond as promptly and quickly as possible.
Fault Escalation. The intention of fault escalation is to raise awareness of faults within Telkom and the Licensee management on a peer-to-peer hierarchical basis to ensure that the appropriate levels of resources are directed towards fault resolution.
Fault Escalation. 14.1 Faults will be escalated to the Mainstream Senior Management team after the Layer 2 service has been unavailable for 4 standard working hours.
Fault Escalation. 5.4.1 Fault escalation procedures can be invoked in the following situations:
Fault Escalation. 6.1 Any Fault which is reported in accordance with the procedures set out above will be subject to the escalation process set out in Table 2 below. Faults which remain unresolved at the end of each period referred to will be escalated as shown in Table 2. Descriptions of the activities associated with each stage are shown in Table 3. Table 2 Priority One 30 minutes. Escalated after this period to –Stage 2 Escalated after 1 hour (cumulative) to - Stage 3 Escalated after 2 hours (cumulative) to - Stage 4 Priority Two 3 hours. Escalated after this period to -Stage 2 Escalated after 4 hours (cumulative) to -Stage 3 Escalated after 5 hours (cumulative) to -Stage 4 Priority Three 6 hours. Escalated after this period to -Stage 2 Escalated after 8 hours (cumulative) to -Stage 3 Escalated after 9 hours (cumulative) to -Stage 4 Table 3 Stage 1 The CAPITA representative at the Capita ServiceCare Support Centre will acknowledge the Fault Call and advise on tests and actions required in order to attempt to resolve the problem, consulting as necessary with other CAPITA representatives and/or third parties. Should the CAPITA representative be unable to resolve the problem or provide an action or plan suitable to the Customer, the Fault Call will be escalated to CAPITA CAPITA’ Operations Team and CAPITA’ Customer Services Manager will also be informed. Stage 2 If unresolved following Stage 1, the CAPITA’ Operations Team will determine a suitable action plan. Where appointed, the Account Manager will be notified. CAPITA’ Implementation Team may also be involved at this point and third party manufacturers and/or suppliers may be contacted for additional technical support. Stage 3 If unresolved following Stage 2, the Fault will be escalated to CAPITA’ Implementation Manager. CAPITA’ Operations Manger will also be informed. Stage 4 If unresolved following Stage 3, the CAPITA’ Operations Manager will directly take responsibility for the Fault Call. CAPITA’ Divisional Manager will also be appraised of the situation.
Fault Escalation. The following contact number is to be used in the event that an issue related to a specific outage needs to be escalated: Mobily Business Services Centre In Saudi Arabia call [901] Contact Details In any other country call [+000000000000] Email: 000@XXXXXX.XXX.XX
Fault Escalation. Where a Fault is not resolved within the defined TTR, Telco may escalate the matter to the defined management levels within Sure. (Refer to Annex B). Following timeframes after delay of TTR are applicable for escalation: 1 1 Working Hour 2 Working Hours 6 Working Hours
Fault Escalation. Nextgen escalates faults according to the severity and duration of each individual service fault. Major outages (such as cable cuts impacting multiple Customers) are handled as priority faults outside the standard escalation process. If a Customer feels an issue is not progressing satisfactorily, the Customer may request an escalation via the SMC. The table below outlines Nextgen’s escalation levels and contact details.
